Guiones listos para copiar para las llamadas que un equipo de ventas hace cada día: la primera llamada a una consulta nueva, seguimientos, devoluciones de llamada, objeciones y renovaciones. Además, guiones para cinco sectores.
Cada guion tiene las mismas cuatro partes: una apertura, las preguntas que hacer, el siguiente paso que pedir y una frase de cierre.
Di la apertura palabra por palabra
Los primeros quince segundos deciden si la llamada continúa. Apréndete de memoria la apertura y la petición final, y usa tus propias palabras para todo lo demás.
Rellena los huecos una vez
Las palabras entre corchetes son tuyas para sustituir cuando pegues un guion. Las palabras entre dobles llaves son variables de LumaKol: se completan con los datos del lead cada vez que un agente abre el guion.
Por ejemplo: {{first_name}} se convierte en el nombre del lead, y {{org}} se convierte en el nombre de tu empresa.
Termina cada llamada con un siguiente paso
Un guion sirve para poner algo en la agenda: una visita, una demo, una devolución de llamada. Una llamada que termina sin eso necesita un seguimiento agendado antes de que el agente pase a la siguiente.
Guiones para las llamadas de cada día
Las llamadas que hace todo equipo: una consulta nueva, un segundo intento, una devolución de llamada prometida, las objeciones habituales, los mensajes de seguimiento, las renovaciones y una llamada en frío.
Cuándo usarlo: 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}}.
Cuándo usarlo: 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.
Cuándo usarlo: 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.
Cuándo usarlo: 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}}
Cuándo usarlo: 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.
Cuándo usarlo: 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.
Cuándo usarlo: 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.
Cuándo usarlo: 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.
Cuándo usarlo: 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.
Cuándo usarlo: 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.
Cuándo usarlo: 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.
Los guiones de cada día en hindi hablado, con las palabras de ventas en inglés que la gente usa de verdad en las llamadas. Los verbos sirven igual para cualquier agente, hombre o mujer.
Cuándo usarlo: 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।
Cuándo usarlo: 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।
Cuándo usarlo: 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}}
Cuándo usarlo: 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।
Pon el guion adecuado en la pantalla de cada agente
En LumaKol, un administrador escribe los guiones una vez en Configuración → Guiones de llamada: un guion general, o uno para una etapa del pipeline o una fuente de leads. Cuando un agente abre un lead, se muestra el guion que le corresponde con el nombre del lead, tu empresa y el nombre del propio agente ya completados.
Un guion para cada etapa del pipeline
Un guion para cada fuente de leads, como IndiaMART o tu sitio web
Los datos del lead se completan mientras el agente lee
Plantillas de WhatsApp, SMS y correo que se abren en el propio teléfono del agente
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.
Sigue leyendo
La lógica detrás de estos guiones y cómo configurarlos en LumaKol.
