Sofort kopierbare Leitfäden für die Anrufe, die ein Vertriebsteam jeden Tag führt: der erste Anruf bei einer neuen Anfrage, Wiedervorlagen, Rückrufe, Einwände und Verlängerungen. Dazu Leitfäden für fünf Branchen.
Jeder Leitfaden hat dieselben vier Teile: einen Einstieg, die Fragen, den nächsten Schritt, um den Sie bitten, und einen Schlusssatz.
Den Einstieg wörtlich sprechen
Die ersten fünfzehn Sekunden entscheiden, ob das Gespräch weitergeht. Lernen Sie Einstieg und Abschlussfrage auswendig und nutzen Sie für alles dazwischen Ihre eigenen Worte.
Lücken einmal ausfüllen
Wörter in eckigen Klammern ersetzen Sie, wenn Sie einen Leitfaden einfügen. Wörter in doppelten geschweiften Klammern sind LumaKol-Variablen: Sie werden jedes Mal aus dem Lead befüllt, wenn ein Mitarbeiter den Leitfaden öffnet.
Zum Beispiel: {{first_name}} wird zum Vornamen des Leads, und {{org}} wird zu Ihrem Firmennamen.
Jeden Anruf mit einem nächsten Schritt beenden
Ein Leitfaden soll etwas in den Kalender bringen: einen Besuch, eine Demo, einen Rückruf. Endet ein Anruf ohne, braucht er eine geplante Wiedervorlage, bevor der Mitarbeiter weitermacht.
Leitfäden für alltägliche Anrufe
Die Anrufe, die jedes Team führt: eine neue Anfrage, ein zweiter Versuch, ein zugesagter Rückruf, die häufigsten Einwände, Nachfass-Nachrichten, Verlängerungen und ein Kaltanruf.
Wann Sie ihn nutzen: Someone filled in a form, sent an enquiry on a portal or left a missed call. Call within minutes if you can: the enquiry is fresh and they still remember why they asked.
Opener
Hi {{first_name}}, this is {{agent_first_name}} from {{org}}. You sent us an enquiry about [product] through {{source}} a little while ago, so I thought I’d call while it’s fresh. Is now a good time for two minutes?
If it is not a good time: “No problem. Shall I call you back later today or tomorrow morning?” Book the time they pick before you hang up.
Qualifying questions
What made you look into [product] now?
What would you mainly use it for?
Is anyone else involved in the decision?
Do you have a budget or a date in mind?
Next step
From what you’ve told me, the best next step is [a demo / a visit / a quote]. I can do [day] at [time] or [day] at [time]. Which works better for you?
Close
Done. I’ll send the details on WhatsApp right after this call, and I’ll call you on [day] to confirm. Thanks, {{first_name}}.
Wann Sie ihn nutzen: Your first calls went unanswered and you are trying again, a few hours or a day later. Keep it lighter than the first call: they may only have a minute.
Opener
Hi {{first_name}}, {{agent_first_name}} from {{org}} here. I tried you yesterday about your enquiry for [product], so I’m glad I caught you. Have you got a minute?
Qualifying questions
Are you still looking for [product], or have you sorted it already?
What’s the one thing you’d want to know before deciding?
Next step
Let me get that to you properly. Can I send it on WhatsApp now and call you back at [time] to go through it?
If they have already bought elsewhere, ask what made them choose it, thank them, and log the outcome with that reason.
Close
Great. If you miss my call, just reply on WhatsApp with a time that suits you.
Wann Sie ihn nutzen: The three objections a calling team hears most. The aim is not to win an argument; it is to find out what is really in the way and agree a next step.
“It’s too expensive.”
That’s fair, it isn’t a small amount. What are you comparing it with?
The difference is [what they get]. For you, that means [their own words from earlier in the call].
If budget is the real limit: would it help to start with [smaller option], or to split the payment?
Listen to the comparison before you answer. Match the price to the one thing they told you they need, not to the full feature list.
“Just send me the details on WhatsApp.”
Sure, I’ll send them right now. So I send the right thing: is it mainly the price you want to see, or how it works?
And when’s a good time for me to call once you’ve had a look, this evening or tomorrow morning?
The request is fine. A message with no agreed callback time is where leads go cold, so always leave with a time.
“I’m not interested right now.”
No problem, thanks for being straight with me. Is it the timing, or is it not the right fit at all?
If it’s the timing: would it be all right if I called you around [month]?
If it’s not a fit: understood. I’ll close your enquiry so you don’t get more calls from us.
Book the month they agree to as the follow-up. If they ask not to be called again, log it straight away so nobody on the team calls them.
Wann Sie ihn nutzen: Three short messages for the moments a call does not get through. Send them from the caller’s own number so a reply comes back to the same person.
After a missed call
Hi {{first_name}}, this is {{agent_first_name}} from {{org}}. I just tried calling about your enquiry for [product]. When’s a good time to talk? You can also reply here with any questions.
After you send details
Hi {{first_name}}, here are the details we talked about: [link or file]. I’ll call you on [day] around [time]. If another time suits you better, just reply here.
Last try, after three or four attempts
Hi {{first_name}}, I’ve tried you a few times about [product] and don’t want to keep calling. If you’re still interested, reply with a good time. If not, no need to reply and I’ll close your enquiry. Thanks, {{agent_first_name}}, {{org}}
Wann Sie ihn nutzen: For markets where people still check voicemail. Keep it under 20 seconds and say your name and company before anything else.
Message
Hi {{first_name}}, this is {{agent_first_name}} from {{org}}, calling about your enquiry for [product]. I’ll send you a WhatsApp too, so you have my details. You can call me back on this number or reply there with a good time. Thanks, talk soon.
Then send the “after a missed call” text, so the lead has your name in writing.
Wann Sie ihn nutzen: A plan, policy or subscription is coming up for renewal, or a past customer has gone quiet. Call two or three weeks early, not on the due date.
Opener
Hi {{first_name}}, it’s {{agent_first_name}} from {{org}}. Your [plan / policy] is due on [date], so I’m calling a little early to make it easy. Have you got two minutes?
For a past customer: “It’s been a while since you [bought / visited], and I wanted to check how things are going.”
Qualifying questions
How has [product] been working for you?
Has anything changed: more people, a new location, a different budget?
Is there anything you’d want us to do differently this time?
Next step
Based on that, I’d suggest [the same plan / an upgrade / a smaller option]. Shall I send the renewal link now so it’s done before [date]?
Close
Thanks for staying with us, {{first_name}}. I’ll check in once the renewal goes through.
Wann Sie ihn nutzen: You are calling a business that has not asked to hear from you. Check the calling rules for the country first: in the UK, screen numbers against the TPS and CTPS; in the US, the Do Not Call rules; in India, promotional calls belong on registered 140-series numbers.
Opener
Hi, is that {{first_name}}? This is {{agent_first_name}} from {{org}}. I’ll be honest, this is a cold call. Can I take 30 seconds to say why I’m calling, and you tell me if it’s worth a longer chat?
We help [type of business] with [one specific problem]. For example, [a customer like them] now [result, in plain words].
Qualifying questions
How do you handle [the problem] today?
Which part of it takes the most time?
Who else would want a say if you changed how it’s done?
Next step
It sounds like it could be worth a proper look. Could we do 15 minutes on [day]? I’ll show you how it would work for you.
Close
Thanks for hearing me out. If it’s not for you, just say so and I won’t call again.
If they say no, mark them as not to be called and mean it.
Wann Sie ihn nutzen: A buyer enquired about a project or listing on a property portal, your website or an ad. The goal of the first call is a site visit, not a sale.
Opener
Hi {{first_name}}, {{agent_first_name}} from {{org}}. You enquired about [project] in [location]. Is this a good time for a quick chat?
Qualifying questions
Are you buying to live in, or as an investment?
How many bedrooms are you looking for?
What budget range are you working with, and will you take a home loan?
When would you want to move in?
Next step
The best way to decide is to see it. I can arrange a site visit on [day] at [time] or [day] at [time]. Which suits you?
Close
Booked. I’ll share the location and my number on WhatsApp. If anything changes, just message me.
Wann Sie ihn nutzen: Someone applied or enquired for a personal, home or business loan. Ask only what you need to check eligibility, and never promise an amount or a rate on the first call.
Opener
Hi {{first_name}}, this is {{agent_first_name}} from {{org}}. You enquired about a [loan type] on [date]. Is it a good time to go over it?
Qualifying questions
How much do you need, and over how long?
Are you salaried or self-employed?
Roughly what is your monthly income, and do you pay any EMIs or other loans now?
Have you checked your credit score recently?
Next step
To check what you’re eligible for, I’ll need [documents]. Could you send them on WhatsApp today?
Close
Once I have them, I’ll call you within [time] with what we can offer. Nothing is final until you’ve seen the terms.
Wann Sie ihn nutzen: A lead asked about health, term or motor cover. People buy insurance for their family, so expect the decision to involve someone else.
Opener
Hi {{first_name}}, {{agent_first_name}} from {{org}}. You were looking at [type of] cover. Do you have three or four minutes?
Qualifying questions
Who would the cover be for: just you, or your family too?
Do you have any cover today, maybe through work?
Is there a monthly or yearly amount you’d like to stay within?
Is there anything about health I should know, so the quote is accurate?
Next step
I’ll put two or three options side by side and walk you through them. Can we go over them on [day] at [time]?
Close
Thanks, {{first_name}}. I’ll send a short summary on WhatsApp after our call so you can share it with your family.
Wann Sie ihn nutzen: A student or parent enquired about a course, a coaching batch or a school seat. Find out who is deciding and which batch they are aiming for.
Opener
Hi, am I speaking with {{first_name}}? This is {{agent_first_name}} from {{org}}. You enquired about our [course]. Is now a good time?
Qualifying questions
Is this for you, or for your son or daughter?
What do you want from the course: a job, an exam, a new skill?
When would you like to start: the batch on [date], or the next one?
Would you prefer classes online or at the centre?
Next step
The easiest way to decide is [a demo class / a counselling session]. I can book you for [day] at [time]. Shall I?
Close
Booked. I’ll send the address and the fee details on WhatsApp. Bring any questions you have.
Wann Sie ihn nutzen: A home or business owner asked about rooftop solar. The first call checks whether the roof and the bill make sense, then books a site survey.
Opener
Hi {{first_name}}, {{agent_first_name}} from {{org}}. You asked about rooftop solar for your [home / business]. Is now a good time for a few quick questions?
Qualifying questions
Roughly how much is your monthly electricity bill?
Do you own the property, and is the roof clear of shade from trees or taller buildings?
Is it a flat roof or a sloped one, and about how big?
Would you pay upfront, or are you looking at financing?
Next step
The next step is a site survey so we can size the system properly. Our engineer can come on [day] at [time]. Does that work?
Close
Done. Please keep a recent electricity bill handy for the visit. I’ll confirm on WhatsApp.
Die Alltagsleitfäden in gesprochenem Hindi, mit den englischen Vertriebsbegriffen, die am Telefon tatsächlich verwendet werden. Die Verben lesen sich für jeden Anrufer gleich, ob Mann oder Frau.
Wann Sie ihn nutzen: किसी ने form भरा, portal पर enquiry भेजी या missed call दी। हो सके तो कुछ ही मिनट में call करें, जब तक enquiry ताज़ा है।
शुरुआत
नमस्ते {{first_name}} जी, मेरा नाम {{agent_first_name}} है, {{org}} से। आपने थोड़ी देर पहले {{source}} पर [product] के बारे में enquiry की थी, तो सोचा अभी call कर लूँ। क्या दो मिनट बात हो सकती है?
अगर अभी समय नहीं है: “कोई बात नहीं। आज शाम call करूँ या कल सुबह?” जो समय वो बताएँ, call काटने से पहले book कर लें।
सवाल
अभी [product] देखने की ज़रूरत क्यों पड़ी?
आप इसे ज़्यादातर किस काम के लिए use करेंगे?
Decision में आपके साथ और कोई भी है?
आपके मन में कोई budget या date है?
अगला कदम
आपने जो बताया, उसके हिसाब से अगला step [demo / visit / quotation] रहेगा। [दिन] को [समय] या [दिन] को [समय], आपके लिए कौन सा ठीक रहेगा?
आख़िरी लाइन
बढ़िया। Call के बाद सारी details आपको WhatsApp पर मिल जाएँगी, और [दिन] को confirm करने के लिए एक बार call कर लूँ? धन्यवाद {{first_name}} जी।
Wann Sie ihn nutzen: पहली call नहीं उठी और आप कुछ घंटे या एक दिन बाद फिर कोशिश कर रहे हैं। बात छोटी रखें, हो सकता है उनके पास एक ही मिनट हो।
शुरुआत
नमस्ते {{first_name}} जी, {{org}} से {{agent_first_name}}। कल भी आपको [product] की enquiry के लिए call किया था, अच्छा हुआ आज बात हो गई। एक मिनट है आपके पास?
सवाल
क्या आप अभी भी [product] देख रहे हैं, या कहीं और से ले लिया?
Decide करने से पहले आपको सबसे ज़्यादा क्या जानना है?
अगला कदम
ठीक है, उसकी पूरी जानकारी अभी WhatsApp पर भेज दूँ, और [समय] बजे फिर call करके समझा दूँ?
अगर उन्होंने कहीं और से ले लिया है, तो पूछें कि वहाँ क्या अच्छा लगा, धन्यवाद कहें और वही वजह outcome में लिख दें।
आख़िरी लाइन
अगर मेरी call miss हो जाए, तो WhatsApp पर बस अपना free time लिख दीजिए।
Wann Sie ihn nutzen: जब call नहीं लगती, तब के लिए तीन छोटे messages। Caller अपने ही number से भेजे, ताकि reply उसी के पास आए।
Call miss होने पर
नमस्ते {{first_name}} जी, मैं {{agent_first_name}}, {{org}} से। आपकी [product] वाली enquiry के लिए अभी call किया था। बात करने का सही समय बता दीजिए। कोई सवाल हो तो यहीं पूछ सकते हैं।
Details भेजने के बाद
नमस्ते {{first_name}} जी, जैसी बात हुई थी, details ये रहीं: [link या file]। [दिन] को [समय] के आसपास call करूँ? कोई और समय ठीक लगे तो यहीं बता दीजिए।
आख़िरी कोशिश
नमस्ते {{first_name}} जी, [product] के लिए कुछ बार call किया पर बात नहीं हो पाई। बार-बार call करके परेशान नहीं करना चाहते। अगर अभी भी interest है तो बस अपना time लिख दीजिए, नहीं तो reply की ज़रूरत नहीं, हम enquiry बंद कर देंगे। धन्यवाद, {{agent_first_name}}, {{org}}
Wann Sie ihn nutzen: Plan, policy या subscription renew होने वाला है, या कोई पुराना customer काफ़ी समय से चुप है। Due date से दो-तीन हफ़्ते पहले call करें।
शुरुआत
नमस्ते {{first_name}} जी, {{org}} से {{agent_first_name}}। आपका [plan / policy] [तारीख] को renew होना है, तो सोचा थोड़ा पहले call कर लूँ ताकि आपको आसानी रहे। दो मिनट बात हो सकती है?
पुराने customer के लिए: “काफ़ी समय हो गया आपने [खरीदा / visit किया] था, बस यह जानना था कि सब कैसा चल रहा है।”
सवाल
[Product] अब तक कैसा चल रहा है?
कुछ बदला है क्या, जैसे ज़्यादा लोग, नई location या अलग budget?
इस बार हम कुछ अलग करें, ऐसा कुछ है?
अगला कदम
इस हिसाब से मेरी सलाह है [वही plan / upgrade / छोटा plan]। Renewal link अभी भेज दूँ, ताकि [तारीख] से पहले काम हो जाए?
आख़िरी लाइन
हमारे साथ बने रहने के लिए धन्यवाद, {{first_name}} जी। Renewal हो जाने के बाद एक बार फिर बात कर लेंगे।
Den richtigen Leitfaden auf den Bildschirm jedes Mitarbeiters bringen
In LumaKol schreibt ein Admin die Leitfäden einmal unter Einrichtung → Gesprächsleitfäden: einen allgemeinen Leitfaden oder einen für eine Pipeline-Phase oder eine Lead-Quelle. Öffnet ein Mitarbeiter einen Lead, wird der passende Leitfaden angezeigt, mit dem Namen des Leads, Ihrem Firmennamen und dem eigenen Namen des Mitarbeiters bereits eingesetzt.
Ein Leitfaden für jede Pipeline-Phase
Ein Leitfaden für jede Lead-Quelle, etwa IndiaMART oder Ihre Website
Lead-Daten werden beim Lesen schon eingesetzt
Vorlagen für WhatsApp, SMS und E-Mail, die sich auf dem eigenen Telefon des Mitarbeiters öffnen
A telecalling script is a short guide a caller keeps in front of them during a sales call: the opening line, the questions to ask, a first answer to the objections they will hear, and the next step to ask for. A good one works as a set of prompts, not a speech.
How long should a telecalling script be?+
One phone screen. Write the opener and the ask word for word, keep the questions as a short list, and move everything else (product details, company history, pricing tables) into training material.
Should telecallers read the script word for word?+
Only the first sentence or two and the closing ask. Those are said hundreds of times a week and are where new callers freeze. For the rest, callers should use their own words and listen more than they talk.
Is there a cold calling script in Hindi?+
The Hindi scripts on this page are written for enquiries and callbacks, which is where most Indian calling teams spend their day. For promotional calls to people who have not asked to hear from you, TRAI requires them to come from registered 140-series numbers, not from an agent’s own mobile number.
How do I put a script on my callers’ screens?+
In LumaKol, an admin writes scripts under Setup → Call scripts: a general one, or one for a pipeline stage or a lead source. When a caller opens a lead, the matching script appears with the lead’s name, your company and the caller’s name filled in.
Weiterlesen
Die Überlegungen hinter diesen Leitfäden und wie Sie sie in LumaKol einrichten.
