Phone script · Inbound
A script for answering business phone calls
Read it aloud, hand it to whoever covers the phone, or paste it into an AI agent. It includes a short version and what to say when the call doesn't go to plan.
The short answer
What should you say when you answer a business phone call?
Answer with a greeting, the business name and your name, then offer to help: "Good morning, [Business name], this is [Your name]. How can I help you?" Listen to the whole request before you answer, repeat back the key detail, and then solve it, book it or take a message with the caller's name, number and reason for calling. Close by saying what happens next and thanking them. The full script, a short version and the common branches are below.
The full script
A caller with a question who ends up booking. Replace everything in square brackets.
You: Good morning, [Business name], this is [Your name]. How can I help you?
Caller: Hi, I wanted to ask about [service].
You: Sure, happy to help. Can I get your name?
Caller: [Name].
You: Thanks, [Name]. What would you like to know about [service]?
Caller: [Question].
You: [Answer]. Would you like to book a time, or should I text you the details?
Caller: Let's book.
You: Great. I have [day] at [time] or [day] at [time]. Which works better?
Caller: [Day] works.
You: You're booked for [day] at [time]. What's the best number to reach you on?
Caller: [Number].
You: Got it. Is there anything else I can help with?
Caller: No, that's it.
You: Thanks for calling [Business name], [Name]. Have a great day.
Short version
For a busy line, when you need to keep each call to a minute.
You: [Business name], this is [Your name]. How can I help?
Caller: [Request].
You: I can help with that. Can I get your name and number in case we get cut off?
You: [Answer or action]. Anything else?
You: Thanks for calling. Bye now.
If the caller asks the price
Caller: How much does it cost?
You: [Service] starts at [price]. The final price depends on [what it depends on].
You: If you'd like an exact quote, I can book [a short visit], or we can call you back with a price by [time]. Which would you prefer?
You (if you can't give a price): It really depends on [factor], so I don't want to guess. Can I take a few details and call you back with a quote by [time]?
If they want someone who isn't available
Caller: Can I speak to [Name]?
You: [Name] is with a client right now. Can I help, or would you like to leave a message?
Caller: I'll leave a message.
You: Sure. Your name, the best number to call you back, and what it's about?
You: Thanks. I'll pass it to [Name], and you'll get a call back by [time].
If the caller is upset
Caller: This is the third time I'm calling about this.
You: I'm sorry, that's frustrating. Let's sort it out now. Can you tell me what happened?
Caller: [Explains].
You: So [the problem, in one sentence]. Did I get that right?
You: Here's what I'll do: [action], and you'll hear from us by [time]. If you don't, call this number and ask for me, [Your name].
Tips for answering calls well
Most of a good call happens in the first ten seconds and the last ten. In between, listen more than you talk.
- Answer by the third ring, and smile when you speak. Callers hear it.
- Say the business name first, so callers know they reached the right place.
- Get the caller's name and number early, in case the call drops.
- Repeat back dates, times, numbers and the spelling of names.
- Never put someone on hold without asking first and saying for how long.
- End every call with the next step: who does what, and by when.
How to adapt this script
- 1Replace every placeholder in square brackets with your own details.
- 2Write down your answers to the questions callers ask most (hours, prices, location, availability, how to book), so everyone who answers says the same thing.
- 3Decide who takes which calls and what counts as urgent, and put those names in the "isn't available" branch.
- 4Read it aloud a few times and cut anything that doesn't sound like you.
- 5After a week, add a branch for any question that came up more than once.
Turn this script into an AI call flow
Paste it into Daber AI and the assistant builds an agent that follows it on every call.
Start for $3Questions
What is the best greeting for answering a business phone?
A short one with three parts: a greeting, the business name and your name, then an offer to help. "Good afternoon, [Business name], this is [Your name], how can I help?" Keep it to a few seconds; a long greeting makes callers wait before they can speak.
How do you put a caller on hold politely?
Ask first, and give a reason and a time: "Can I put you on hold for about a minute while I check the calendar?" Wait for a yes. If it takes longer, come back and update them, or offer to call back instead.
What if I don't know the answer to a caller's question?
Say so, and say what happens next: "I don't want to give you the wrong answer. Let me check with [Name] and call you back by [time]." Then take their number and make sure the call back actually happens.
Can an AI agent follow this script?
Yes. Paste it into Daber AI and the assistant builds an agent from it. The agent answers questions from the facts you give it, books appointments when a calendar is connected, takes messages, and transfers to a person when the caller needs one. Every call is saved as a recording, a transcript and a summary.
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