CHIRPLY — AGENCY CALL SCRIPTS
Updated September 11, 2026
Source: https://chirply.io/blog/creating-effective-call-scripts-for-agency-sales-support

Four fictional templates for your team to adapt. Replace placeholders with verified details. These are not customer transcripts. This reference does not initiate a call or send a message.

## 1. Inbound sales inquiry script

Use this when someone contacts your agency to discuss a service. Start by learning what they want before describing your offer.

> “Thanks for calling [agency]. I'm [name]. What are you hoping to get help with?”
>
> “What happens today when [the problem they described] comes up?”
>
> “What would you want to be different, and when does that need to happen?”
>
> “Let me check that I understood: you need [their priority], and the main constraint is [their constraint]. Is that accurate?”
>
> “We can discuss [relevant service] for that situation. The next step would be [specific meeting or assessment], where we would review [inputs] and establish what we can commit to. Would that be useful?”

Pause after each question. If the prospect asks about price, answer with the current approved pricing or explain what information determines a quote. Do not substitute a vague promise of return on investment for a direct answer.

If the service is a poor fit, say so. For example: “That work falls outside what we currently provide. I don't want to book you into a meeting that won't address it.” Only suggest another provider when you have a real reason to recommend them.

## 2. Requested callback script

Use this when the person actually asked for a callback. Downloading a guide and requesting a call are different events; do not describe one as the other.

> “Hi [name], this is [agent] from [agency]. You asked us to call about [specific request]. Is now still a good time?”
>
> “You mentioned [detail from the request]. Could you tell me a little more about that?”
>
> “Based on what you've said, I suggest [next step]. It would cover [scope], and we would need [information] from you.”
>
> “Would you prefer to arrange that now, receive the details through [agreed channel], or leave it here?”

If the person says they are busy, ask whether they want another time rather than insisting the call will be quick. If they decline further contact, acknowledge that and record the preference in the process your team uses. An objection script should help you understand an answer, not wear the person down.

For “send me something,” ask what information would help and confirm the channel. Record the request accurately so the follow-up addresses it instead of sending an unrelated pitch.

## 3. Support investigation and escalation script

A support call needs a clear account of the problem and a realistic next step. Follow your organization's verification process before discussing private account details. Do not ask callers to share passwords, one-time codes or full payment credentials.

> “Thanks for explaining that. Let me make sure I have the problem right: you were trying to [action], but [observed result] happened instead. Is that correct?”
>
> “When did it happen, and which part of the service were you using?”
>
> “What did you expect to see? Did an error message appear?”
>
> “Here is what I can confirm so far: [verified facts]. I still need to check [unknown].”
>
> “The next action is [action], owned by [person or team]. I will update you by [time you can actually commit to], even if the investigation is still open.”

Do not invent a resolution deadline to make the conversation sound reassuring. A promised update and a promised fix are different commitments. If another team must investigate, explain what you are handing over so the caller does not have to repeat the story unnecessarily.

Close by summarizing the issue, owner and next update. Ask whether the summary is accurate. Record the effect on the customer's work, the steps already tried and any evidence that can be shared appropriately.

## 4. Support-to-sales handoff script

Resolve the support need before introducing an additional service. A customer who needs help with something they already purchased should understand that the support process is continuing regardless of an optional sales discussion.

> “We've [confirmed action or current support status]. You also mentioned [separate need]. We offer [relevant service] that we could discuss, but it is separate from resolving this issue. Would you like information about it?”
>
> “If so, I can arrange [specific next step] with [team]. What would you want them to know before the conversation?”
>
> “I'll record [summary] so they can pick up from here. Your support follow-up remains [existing commitment].”

If the customer declines, return to the support summary. Avoid turning a complaint into a sales qualification exercise. When they agree, distinguish the support task from the sales follow-up so each has an owner and a clear purpose.


CALL-NOTE TEMPLATE

| Field | What to record |
|---|---|
| Reason for the conversation | The person's request in plain language |
| Confirmed facts | What you verified, separated from assumptions |
| Outcome | For example, needs investigation, meeting agreed or no further follow-up requested |
| Next action | One specific action with an owner and due time |
| Communication preference | The channel and follow-up the person agreed to |
| Open question | What still needs an answer and who will find it |


Record the agreed next action, owner and due time. The suggested note labels are not a list of built-in Chirply fields.

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