Product: First Aid Services
Objective:
To introduce and upsell the St John First Aid Kit & Defibrillator Restocking Service, emphasizing its convenience and compliance benefits, and effectively addressing common customer objections.
Target Audience:
Existing customers calling for general enquiries, training, or product orders.
Qualifying Questions to Ask:
How do you currently manage restocking and checking expiry dates for your first aid kits?
How many first aid kits do you currently have across your premises?
What challenges, if any, do you face with your current kit maintenance process?
How often do you find yourselves needing to replenish supplies or dispose of expired items?
Would a service that automatically manages your kit inventory, expiry dates, and restocking for compliance be beneficial to your team?
Call Script - Introduction (After addressing the customer's initial enquiry):
CS Rep: "Before we wrap up, [Customer Name], I wanted to quickly mention a service that many of our customers find incredibly valuable and helps them stay compliant with safety regulations. Are you currently managing your first aid kit restocking and defibrillator checks in-house?"
Customer Responses & Branching:
Scenario 1: Customer says "Yes, we do that ourselves."
CS Rep: "That's great you're on top of it! We've found that for many businesses, keeping up with compliance and expiry dates can be quite a task. St John offers a professional restocking and compliance service that takes all that off your plate.
Here's how it adds value and gives you peace of mind:
Convenience & Peace of Mind: We can set up a regular service schedule – either based on our recommendations or your preferred frequency – so you don't even have to think about checking your kits. We send reminders, ensuring you're always prepared.
Guaranteed Compliance: Our experienced reps remove all expired items and restock your kits according to Safe Work NSW Code of Practice, leaving them clean, tidy, and accessible. You'll also receive a service warranty letter for auditing purposes.
Defibrillator Ready: If you have a defibrillator, our reps can check it, capture pad and battery expiry dates, and alert you when renewals are due. They'll also record serial numbers for product recalls, ensuring your unit is always rescue-ready.
Expert Recommendations: Our reps can provide tailored recommendations for your specific needs, giving you control over what's replenished.
Cost: This service costs a call-out fee of $100, plus a service fee of $50 per kit serviced, in addition to the cost of any goods replenished.
Closing: "Would you like us to arrange a call from our Field Service team, to help you schedule a service frequency that works best for your business?"
Scenario 2: Customer says "No, we don't currently have a system / We're struggling with that."
CS Rep: "You're not alone! Many businesses find it challenging to consistently manage first aid kits and defibrillators while focusing on their core operations. That's exactly why St John offers our professional restocking and compliance service.
This service is designed to give you complete peace of mind and ensure you're always compliant:
Convenience & Peace of Mind: We take this task completely off your hands. We'll set up a regular service schedule, send reminders, and our reps will visit your site to manage everything. You won't have to think about it!
Guaranteed Compliance: Our experienced team ensures your kits are fully compliant with Safe Work NSW Code of Practice. We remove all expired items, restock what's needed, and leave your kits clean, tidy, and accessible. You'll also receive a service warranty letter for auditing.
Defibrillator Ready: If you have a defibrillator, we'll check its pads and batteries for expiry, enter them into our system, and alert you for renewal. We'll also record its serial number for any manufacturer recalls, so you're always rescue-ready.
Expert Recommendations: Our reps will provide recommendations based on their expertise, but you always have the final say on what's replenished.
Cost: This service costs a call-out fee of $100, plus a service fee of $50 per kit serviced, in addition to the cost of any goods replenished.
Closing: "Would you like us to arrange a call from our Field Service team, to help you schedule a service frequency that works best for your business?"
Objection Handling Scenarios:
Objection: "It sounds expensive / We do it cheaper in-house."
CS Rep: "I understand cost is a concern. While there's an upfront fee, many find the overall value outweighs it. We free up your staff from inventory management, expiry checks, and sourcing, letting them focus on core responsibilities. Plus, the peace of mind from compliance and avoiding fines is invaluable. Would you like a detailed quote?"
Objection: "We don't need it; our staff are trained."
CS Rep: "It's great your staff are trained! Our service complements that by ensuring they always have fully stocked, compliant kits. We handle the logistical burden of managing inventory and expiry dates, freeing your trained staff to focus on care, not supplies. We also ensure compliance with evolving Safe Work NSW standards. Would you like to experience the benefits with a single service?"
Objection: "We only have one or two kits."
CS Rep: "Even with one or two kits, compliance and readiness are crucial. Our service ensures your kits are perfectly maintained, protecting staff and meeting regulations without constant monitoring. The convenience and assurance apply regardless of kit number. Would you like to experience the benefits with a single service?"
Objection: "What's the typical frequency for visits?"
CS Rep: "The frequency can be completely tailored to your needs. For many workplaces, annual or bi-annual visits are common, but it depends on factors like the number of staff, the type of work environment, and the usage of your kits. Our service rep can assess your specific situation and recommend the most suitable schedule during their visit. We aim for what's convenient and compliant for you."
Objection: "How quickly can someone come out?"
CS Rep: "Once we arrange the initial visit, we aim to have a representative connect with you to discuss your needs and schedule the service. We prioritize getting you set up efficiently."
Objection: "We use another provider."
CS Rep: "I understand. Many clients switch to us for our comprehensive 'total solution' including ongoing training. We offer more than just kits – we ensure compliance, proper disposal, and confident, updated staff. We'd love to show you the difference. Would you be open to a free site assessment to compare how we can add more value?"