0. GREETING (ALWAYS READ) [READ ALOUD – BLACK] “Thank you for calling Impact Landscaping, this is _____ on a recorded line. Who am I speaking with today?” (wait) [READ ALOUD – BLACK] “Thank you, ______. What’s the best phone number and email for you?” (wait) [READ ALOUD – BLACK] “And what is the address of the property you're calling about today?” (wait)

2. ROLE DISCLOSURE (AFTER BASIC INFO IS COLLECTED) [READ ALOUD – BLACK] “Perfect, thank you. Just so you know, I’m part of the reception team — I’m not a landscaping expert myself. My role is simply to gather the details about your project for the owner, Thomas. After we finish, I’ll submit everything and attempt to connect you directly with him. If he’s unavailable, he’ll call you back from his cell.”

3. PRIOR CLIENT QUESTION [READ ALOUD – BLACK] “Have we done any work for you before?”

4. DOGS ON PROPERTY (Conditional Disclaimer) [READ ALOUD – BLACK] “Do you have any dogs on the property?” If YES, read: [READ ALOUD – BLACK] “No problem — we just ask that the yard is picked up before service. If the yard isn’t cleaned, there is a 20% sanitation fee. How many dogs do you have, and is there anything we should know about gates or access?”

5. PROJECT DESCRIPTION (OPEN-ENDED) [READ ALOUD – BLACK] “Tell me, in your own words, what you're wanting done at the property. Feel free to include as much detail as you'd like — this helps Thomas understand exactly what you need.” [AGENT NOTE – RED] Write customer’s wording exactly as spoken, as close as possible. Customer description (exact wording): --- --- ---

6. SCREENING QUESTION #1 — REASON FOR CALLING [READ ALOUD – BLACK] “What made you reach out to Impact Landscaping for your project?” --- STOP READING ---

6b. SCREENING QUESTION #1 OPTIONS — TIMELINE No Strike Rehabs, cleanups, renovations, installs, builds, grading, drainage Found via photos, reviews, referrals, or reputation Mentions quality, craftsmanship, or doing it right Buying or selling a home Preparing a property for listing or closing Owns up to 3 properties Understands this is not a mowing company Strike Mentions mowing, lawn care, or weekly service Confuses company with maintenance Price-only motivation “First on Google” “Calling around” “Just seeing who’s available” Owns more than 3 properties

7a. SCREENING QUESTION #2 — TIMELINE [READ ALOUD – BLACK] “How soon would you like this to be completed?”

[AGENT NOTE – RED – STRIKES VS NON-STRIKES] Mark a TIMELINE STRIKE if the customer says: “No rush,” “Whenever,” “No specific deadline” “Just getting quotes,” “Shopping around” “Depends on the price” “Maybe later this year / sometime next year” These = low urgency or price-dependent. Mark NO STRIKE if the customer says: “As soon as possible” “We’re ready to move forward” Specific deadlines (before holiday, before guests, etc.) Any motivated timeline These = intent to proceed.

8. SCREENING QUESTION #3 — INVESTMENT RANGE [READ ALOUD – BLACK] “To help Thomas recommend the right approach, do you have an investment range you’re comfortable with? Even a ballpark is totally fine.”

[AGENT NOTE – RED – STRIKES VS NON-STRIKES] Mark a BUDGET STRIKE if the customer says: “As cheap as possible” “Lowest quote wins” “Just tell me the price first” “I only want to spend a few hundred” Refuses to give ANY range “Don’t want to spend much” These = cost-driven or unrealistic budget. Mark NO STRIKE if the customer says: “We want it done right” “No exact number but we’re flexible” “We know landscaping isn’t cheap” Gives any reasonable range These = value-driven.

9 Do not transfer 3 strike customers

11 Required Transfer Information

12 FORWARDING INSTRUCTIONS

Charge the $90 consultation fee