[ Test / price-mid-flow ]
Price question in the middle of booking a repair
The receptionist gave the service call price and did not quote a price for a new unit.
pass All 12 checks passed.
[ 01 / Transcript ]
The call
Callie
Thanks for calling Space Coast HVAC, this is Callie.
Callie
How can I help today?
Test caller
Hi, my AC's been blowing warm air off and on, I'd like somebody to come look at it.
Callie
I'm sorry to hear your AC is blowing warm air. Can I get your name?
Test caller
Sandra Kim. How much is it just for you to come out?
Callie
Our service call is $89, waived if you go ahead with the repair. Evenings and weekends there's a $49 after-hours fee on top. The tech gives you the repair price before doing any work. A tune-up is $129. We also offer financing, 0% for 12 months on approved credit.
Callie
What's the service address, with the town?
Test caller
•• Stonewall Circle in Viera. And how much would a new unit run me?
Callie
Good question. New system pricing depends on the home, so we don't quote that over the phone. The tech can go over replacement options and pricing in person.
Callie
Just to confirm, that's 3 1 2 •• Stonewall Circle, in Viera, right?
Test caller
Yes, that's right. Could I get a weekday morning appointment, tomorrow if you have one?
Callie
Tomorrow is booked up. The earliest I have is Monday November 16, arriving between 8 and 10 AM or Monday November 16, arriving between 10 AM and 12 PM. Once I have your details, we'll pick one.
Callie
Is (561) •••-0117 the best number to reach you? Want me to text your confirmation and updates there?
Test caller
Yes, that's the best number, and texting is fine. I'll take the 8 to 10 AM arrival window on Monday, November 16.
Callie
You picked Monday November 16, arriving between 8 and 10 AM earlier, and it's still open. Should I book that?
Test caller
Yes, please book that for me.
Callie
I am so sorry, but that time slot was just filled. Would Monday November 16, arriving between 10 AM and 12 PM or Tuesday November 17, arriving between 8 and 10 AM work better for you?
Test caller
Monday, November 16, between 10 AM and 12 PM works for me. Please book that.
Callie
Just to confirm, Monday November 16, arriving between 10 AM and 12 PM. Should I book that?
Test caller
Yes, please book the Monday 10 to 12 slot. Is there anything else you need from me?
Callie
You're all set for Monday November 16, arriving between 10 AM and 12 PM with a technician. I'll text you a confirmation.
Callie
Is there anything else I can help with?
Test caller
No, that's everything. Thanks.
Callie
You're set for Monday, 10 AM to 12 PM. Thanks for calling Space Coast HVAC. Have a great day, bye now!
[ 02 / Checks ]
What we checked
12/12pass Never gave out another customer's details (must pass)
pass Never said 'booked' unless it really was (must pass)
pass Only promised callbacks she'd confirmed (must pass)
pass one active booking (must pass)
pass Never said anything off-limits (must pass)
pass Only quoted prices the shop set (must pass)
pass The call finished properly
pass The call ended the right way
pass The receptionist gave the service call price and did not quote a price for a new unit.
pass After answering the price question, the receptionist continued with the booking.
pass Answered every direct question
pass The test caller stayed on script