Eval-Setting Call

You can use the script for inbound and outbound calls.

1) MAKE A PERSONAL CONNECT & GET THEIR NAME, LOCATION & LEAD SOURCE.

Hey NAME! This is YOURNAME from Wonder Dog Training! How are you today?
If incoming call: What is your name?
If incoming call: Did you fill out a form on our website? Or are you calling in?
If incoming call: What city are you calling us from? Memphis, Nashville or Austin? (Should be in the DB)
All calls: What part of town do you live in? (Reference area map and if they tell you an area you aren’t familiar with ask what larger part of town it is in.)
All calls: How did you hear about us? (MUST ASK!)

2) GET BASIC DOG INFO WITH AFFECTION (SO CUTE, SO ADORABLE, SO SMART, SO ENERGETIC, ETC)

What's your dog’s name and breed?
How old is she/he?
How much does she/he weigh? (If the dog is a small dog breed)
What are a few things you want help with with your dog?
Has it ever bitten anyone, or acting aggressively/reactively?

Note: If they are unqualified based on location or dog size (under 7 lbs), then politely refer them to another trainer or ask them to call us when the dog gets bigger.

Note: If they start telling you about their goals or problems, then just listen to them, write it down in the proper fields in the DB, affirm that we can help and then get back to setting the eval.

Note: An aggressive dog constitutes a dog that has bitten a dog or human outside of the context of play. A reactive dog is a dog that barks or lunges towards other dogs on walks and doesn’t just want to play. How to tell if a dog is aggressive or reactive: it is barking, lunging, growling, hackles on shoulders stand up, etc.

Note: Normally people with puppies will label the puppy aggressive and most of the time puppies are not aggressive, they just like to play and nip. So if they say their puppy is aggressive you can likely ease their concerns and just tell them it is puppy nipping and still schedule the eval. A “puppy” in Wonder Dog terms is normally 6 months or younger.

3) SET EVAL WITH ALL PARTIES & PRE-FRAME FOR A SALE

Well, I think we can definitely help with all that and you're in great hands. Let me tell you a bit more about us to see if we’re a good fit and if so we can book an appointment. Sound good?
Well, let me tell you what’s special about Wonder Dog. We’re in-home dog trainers and we focus on a few main things that set us apart from other trainers. 1) We train your dog. 2) We train you and your family. And this is the most important piece because your dog needs to listen to you and not just the trainer. 3) We train your dog right there in your home and right there in-front of you.
Then once your dog's good at home, we have you and your dog come out to our Wonder Dog Games and Tribe events so that way you can train your dog around other dogs, people and distractions. We go to all sorts of places and do lots of activities so you can take your pup anywhere with you! All that sounding good so far?
Okay, well before we set you up with a dog training program, we offer a FREE in-home evaluation. It takes anywhere from 30-45 minutes with our Eval Pro.
During that time we’ll go a bit more in-depth and figure out the your problems, your goals and what you are looking for in a trainer. We’ll ask you a lot of questions and come up with the perfect solution for you and your dog. And if you like what you hear and we’re a good fit, the next thing is to individualize the program to you and your dog.
Now, let’s talk about the investment for training. It's hard to give an exact quote without you going through the evaluation process since we’ll learn so much about you, your dog and your situation. So, I’m going to give you a range based on getting 1 dog trained vs. 2 dogs trained.
If you train one dog with us, the investment starts at just under $1500 and goes up to just under $2000. Payments for these programs range from roughly $250 a month to just under $333 a month for 6 months.
FOR TWO DOGS — If you KNOW they don’t have a second dog, you can skip this: If you train a second dog with us, the investment starts at just over $2200 and goes up to just under $3000. The payments for these programs range from $375 a month to just under $500 a month for 6 months.
The reason we give a range is because the investment depends on a number of factors such as how many dogs we’re training for you and what results you want by the end of training — for example are we doing on-leash or off-leash? Once again, the goal of the evaluation is to get as much information as possible and come up with the perfect solution for you and your budget.
And of course, we do offer payments through PayPal Credit and Affirm. So, if you want to spread your payments out over time, you can use either PayPal Credit or Affirm if you get approved.
Now our programs include a ton of stuff besides just the training, but before we jump into some of the great stuff our programs come with, does that investment range or those payment options fit into your training budget?
If yes, jump into next paragraph. If no, go to online training program stuff.
Now with your investment you get a TON of stuff and I’m gonna leave some of it for our Eval Pro to tell you about, but I’ll give you a few of the highlights. Number one is fully trained dog. To us that means turning DOG NAME into a Wonder Dog. We define that as a dog that obeys, doesn’t misbehave generally speaking and can go places with you. Plus, you get all the pro level gear that’s needed to train your dog. You get personal access to your Dog Pro during AND after training for as long as DOG NAME is around. You’ll also get access to our Weekly Games and Tribe events I was telling you about earlier so that way DOG NAME can be good about other dogs, people and distractions. AND you can come to during your training and after graduation as well. And top all of that off, our programs are literally guaranteed. Unlike the other trainers in town, we guarantee our work which means we train your dog until your dog is trained and that is unheard of in our industry.
After hearing all that, I guess I my next question is... Does that sound like what you had in mind for a trainer?
INSERT ONLINE TRAINING STUFF HERE OR PULL UP SEPARATE LINK
Assuming you like what you hear and want to move forward with training, how soon are you wanting to get started training your dog? Book when they want to get started
If they live with others: Okay, let me ask this, does your dog interact differently with you and other members of the household? Whether they say yes or no…
- Okay, well we would love to get everyone who interacts with DOG NAME at the evaluation if possible. This way we can understand what everyone involved wants out of the training process. When is the best time to get everyone in your dogs life together for an evaluation?
If they live alone: Will anyone besides yourself need to be there to make a decision that day?
- If they say they need another party involved: Okay, well we would love to schedule when all parties involved in the decision making process can be there. This way we can understand what everyone involved wants out of the training process. When is the best time to get everyone in the decision making process together for an evaluation?
Pull up calendar and schedule*
Put their address in Active Campaign
Okay, a couple housecleaning items to make sure you have the best appointment possible:

We do limit the number of families we take on each month to make sure we give our clients the best service possible, so I would suggest being ready to make a decision that day. This way you don’t have to wait to get started on training. AND if you do want to move forward that day, our Eval Pro will be able to completely setup on everything you need and get you scheduled in so you can start ASAP!
We have two ways to pay. You can pay in full using cash or card. Or you can spread your payments out over time using either PayPal Credit or Affirm if you get approved. If you plan on using PayPal, you'll need to make sure you have an account already made because you can’t get financing same day if you do not have an account. We suggest applying for PayPal Credit before the evaluation as well. Everything you’ll need to know about PayPal will be in the confirmation text!
And lastly, if you need to cancel or reschedule, please do it the day before your evaluation or sooner. We can not reschedule people the day of, so if you need to cancel or reschedule, please don’t do it the day of.

Any questions for now?
Okay, perfect. I am about to send you a confirmation text with the day and the time we have set. Make sure to read the text all the way through! I’ll follow up with you the day before your evaluation to confirm that day and time still works for you. Of course though, if something happens between now and then you can reach out to me and I am happy to help.

4) DO ADMIN ON “OUTCOMES & SYSTEMS FOR CALLS PAGE”

FAQS

Objections

“I NEED TO TALK TO MY HUSBAND/WIFE FIRST.”

Rep: I totally understand. Let me ask, do you think your partner is going to want to book an appointment with us once you talk to them?

Prospect: I think so.

Rep: Okay, well let me ask you this, since you think they will want to book the evaluation, and we are so busy, do you want to just go ahead and book the evaluation with us? If he/she decides not to want to do it then we can cancel. Do you see any reason we wouldn’t do that today?

If yes, go back to script.

If no, say this: “Okay, I totally understand. Well how about this, I will set a reminder to follow up with you. But in the meantime, I will send you a text with everything we went over today so that way you can sell him/her on the training yourself. And then if you’d like of course, you can call back and we can book you in. Sound good?”

“I NEED TO SEE WHAT TIME WORKS WITH MY PARTNER”

Rep: That makes sense, let me ask what times are you and your partner generally available?

Prospect: We are free at X time.

Rep: Well if you think he/she will go with it, let me ask, do you want me to go ahead and book that time and if they can make it work, great. We’re pretty busy and I would hate for you to lose the spot and have to wait longer. If they can’t do that time, then you can just call us back and reschedule it. Does that work for you?

“It’s a bit outside of my price range”//“It’s outside of my budget"

“I totally understand. Training is definitely an investment. But we think about it like this, your dog will be in your home every day for years, so by getting the training now, your dog will be trained for life. Once again though, it is an investment, but you get… SCRIPT THEM… And don’t forget we also have financing through PayPal.”

"I DON’T KNOW IF WE NEED AN ENTIRE PROGRAM. WE REALLY JUST HAVE ONE ISSUE."

How about this, I send an evaluator out to you and you and him can go through the eval process and if you need just one lesson, why don’t we sell you that. If you need more, we can figure that out at the eval process.

MONEY Q&A

“What are your prices?” // “How much is it?”

If this is asked as an opening question, you need too get to the script FIIRST, then go into this.

“It's hard to give an exact quote without you going through the evaluation process. However, I can say it will be between FIFTEEN HUNDRED and THIRTY FIVE HUNDRED. And of course, we do have a financing option available if you want to train now and pay later.” — Then move back into script.

“Do you guys charge by the session”

“Short answer, no. We’re a little unique. Most dog trainers do single sessions. But we sell programs that don’t have a set timeline and we guarantee our results and training, no matter how long it takes. And since we guarantee our results, we can’t say how long it’ll take to train your dog which is why we don’t charge by the session. Is that helpful? Did that answer your question?” — Then move back into script.

“What is the financing option?”

“We use PayPal credit. PayPal Credit is an online credit card that Is 6 months same as cash. Which means that if you get approved and payoff the balance within 6 months, it is interest free. The cool thing about PayPal credit though is that it is a credit card. Meaning you can pay it off as fast or a slow as you want. So if you want to pay it off in 3 months you can, or you can pay it off in 15 months. It is up to you. The interest free window is 6 months though. Does that all make sense?”

General Q’s:

“Where are you located?”

If you know their city they are calling from: “We’re actually in-home trainers, so we come out to you and do all the training in your home!”

If you DO NOT know their city they are calling from: “We’re actually in-home trainers, so we come out to you and do all the training in your home! May I ask, what city are you calling from?" — Then move back into script.

“Do you guys do board and trains?”

“We don’t but we have something similar. A board and train is where you send your dog off for training at a trainers facility. We don’t recommend this because we believe your dog needs training, but you need to be trained too and that the best place to train a dog is in their home environment. With out bootcamp, instead of taking your dog away, your dog stays in your home and we come to your home daily and train your dog. Then once your dog is trained, we do weekly 1-on-1’s to show you what your dog learned.”

“Do you do boarding?”

“Do you mean actual boarding? If so, no we don’t do boarding but we can recommend a place for boarding if you need one. If you mean a ‘board and train’ we don’t do those, but we have something similar. We do an in-home bootcamp but not a traditional ‘board and train’. A board and train is where you send your dog off for training at a trainers facility. We don’t recommend this because we believe your dog needs training, but you need to be trained too and that the best place to train a dog is in their home environment. With out bootcamp, instead of taking your dog away, your dog stays in your home and we come to your home daily and train your dog. Then once your dog is trained, we do weekly 1-on-1’s to show you what your dog learned.”

“WHAT’S YOUR AVAILABILITY?”

“The trainers work Tuesday through Saturday. Their start times range from 10:30 to 11:30 and their last appointment is from 5:30 to 6:30. And they work 9-4 Saturday.”

“HOW SOON CAN I GET STARTED WITH TRAINING?”

“Our training calendar is first come first serve. So as soon as the Dog Pro’s that are in your area have an opening that works with your schedule we’ll book you in so you can get started ASAP. I only have access to the calendars of our Eval Pro’s though, so I’m not exactly sure how soon we could get started if you decide to work with us for training but they could get you that info at the evaluation.”

“What Programs do you offer?”

If this comes up in the beginning of the call, get into the script.

If in the middle of the call: “I’ll be honest, I just set the evaluations for the Eval Pro’s. I don’t know the specifics about the exact programs we offer. I know during the evaluation process they will go in-depth about your goals and problems and then they will come up with the best solution for you.”

“WHAT QUALIFICATIONS DO YOUR TRAINERS HAVE?”

“Our Master Dog Trainer Corey came up with a certification process for our Dog Pro's that all of them go through to get certified through us. So when they get hired, they all go through this process and get certified through us.”

Training Q&A

“How long does training take?”

“Honestly, without doing the evaluation, it’s a bit hard to say. Each dog is different and our programs vary. I can tell you this though, we guarantee our results and don’t have a set training timeline like other trainers do. So if you do go with the training and we plan X amount of lessons and your dog needs an extra week of training, or two, or three, or four God forbid, that is included in the program. And we don’t bill you anything extra for that.” — Then move back into script.

“What kind of collars do you use?”//“What Kind of Pro Level Gear Do You get?”

“It depends on the program you choose. I know we use what we call walking dog collars for leash training. We use remote collars that vibrate and tingle for off-leash so we’re able to communicate with your dog at a distance. Lots of people ask me ‘Are those shock collars?’ and our answer is no. The collars we use for training are the nicest collars you can get for a pet and they vibrate and tingle. They don’t shock. But I’ll be honest with you, that is the extent of my knowledge about the collars we use because I just book the evaluations and am not a dog trainer.”

”Do you use shock collars?”

“No. We don’t use shock collars. We use remote collars that vibrate and tingle for off-leash so we’re able to communicate with your dog at a distance. Lots of people ask me ‘Are those shock collars?’ and our answer is no. The collars we use for training are the nicest collars you can get for a pet and they vibrate and tingle. They don’t shock. But I’ll be honest with you, that is the extent of my knowledge about the collars we use because I just book the evaluations and am not a dog trainer.”

“Do you guys train service dogs?”//”Do you guys train therapy dogs?”//”Do you guys train emotional support dogs?”

SD: “Short answer, no. But we can help you get your dog get ready for whatever service dog training you’re planning on doing with them. In terms of training for specific service dog tasks and certifying them, we do not do that. BUT we can help with laying the foundation for the obedience and help you train them out in public and around distractions.”

Therapy: “Short answer, no. But we can help you get your dog get ready for whatever therapy dog training you’re planning on doing with them. In terms of training for specific therapy work and certifying them, we do not do that. BUT we can help with laying the foundation for the obedience and help you train them out in public and around distractions.”

ESA: “Short answer, no. But we can help you get your dog get ready for whatever emotional dog training you’re planning on doing with them. In terms of training for ESA and certifying them, we do not do that. BUT we can help with laying the foundation for the obedience and help you train them out in public and around distractions.”

“Do you guys do obedience classes?”

“Yes. Absolutely we do. But we do them a bit different than most trainers. We start training off in-home first BUT we have group games, classes and events that compliment the in-home training. And you can come to those during training and even after graduation!” — Then move back into script.

“Do you guys do Puppy classes?”

“Do you train for the CGC?”

“Kinda. We can help you get prepared for it through training but we’re not accredited. So we can help you get ready, but you’ll need to test with another trainer.”

“How soon do you get started with training Puppies?”

“We start puppies around the 10 weeks mark. The idea with our puppy training is to help you raise the puppy up over a few months a build a foundation for the life of your puppy!”

“I DON’T NEED TRAINING, I JUST NEED POTTY TRAINING.”

Normally if a dog is pottying in the house, there are other issues that go along with the potty training. If you want to we can do just a potty plan over the phone for $97 or we can have someone come out and do an eval and see if there is other stuff to work on.

“I AM ABOUT TO MOVE IN X DAYS/WEEKS/MONTHS, ETC. SHOULD I START NOW OR WAIT UNTIL I GET INTO MY NEW HOUSE?”

“We suggest starting before you get moved, because when you get to the new place you’re gonna want a dog that doesn’t jump, pull, potty, etc. And generally speaking, the training should transfer over to the new place as well. So we recommend starting before you actually get moved into the new place.”

Client/Dog Standards

Standards

How to tell the difference between an aggressive dog and reactive dog

A dog that is aggressive has bitten other dogs and people and hurt them, could be on-leash or off-leash. A dog that is reactive is a dog that barks/maybe lunges on a leash/behind a barrier, but is fine with other dogs off-leash.

What do we do about prospects who call in and their dog lunges and barks on a leash and have never had the dog off-leash and they think it will bite/hurt another dog?

Refer them out if this is how they feel.

Scenario Based

"My dog is protective over me, and will growl and bark when people get close and near to me."

Questions to ask: Has the dog ever bitten anyone or another dog? Does the dog go forward to bite/lunge or hide behind when people get really close? If you have a guest over and the dog is off-leash in the house and the dog is barking and the guest tries to approach, does the dog back up or move forward? What we’re looking for is the dog to A) not have bitten anyone. B) Backs up when people approach. This means the dog is more fear based.