Training Scripts| Place Scripts by Phones

Modified on Mon, Aug 3 at 4:37 PM

Helpdesk Knowledge Base · Petly Plans · Staff Scripts & Communication

Place scripts by phones

Updated 2026Applies to: Petly Plans · All Staff · Client CommunicationReading time: ~3 min

These preventive care plan scripts help your staff feel more comfortable and confident when speaking with pet owners about your practice's plans. Print and place the attached scripts near the phones for easy access.

Additional scripts are also attached to help navigate these conversations:

  • Enrolling new puppies and kittens
  • Enrolling adult dogs and cats
  • Increasing dental compliance
Reception — pet owner calls in for a checkup or price check
Use when a client calls to schedule or inquire about pricing
? Phone
"Have you heard of our new preventive care plans? They're a monthly payment plan that helps manage your pet's healthcare needs by spreading your payments out over the course of a year. Plans are customized to you and [pet's name] and cover exam fees, vaccinations, blood screens and other services. They also include some great membership perks. We'll talk to you more about a plan that would be good for [pet's name] when you're here for your appointment, but do you have any questions in the meantime?"
If no

"Great! Feel free to look at our website for more information or give us a call back before your appointment. See you soon!"

Reception — pet owner checks in for a checkup
Use at the front desk when a client arrives for their appointment
? Check-in
"I see [pet's name] is here for [his/her] regular checkup. That's great! But it looks like [he/she] isn't enrolled yet in our new preventive care program – Petly Plans. If you enroll today, this whole visit could be included and you could get great perks, like unlimited nail trims, for free. Would you like to learn more?"
If yes

"Great! Take a look through our brochure and ask [tech or doctor name] any questions you might have during your appointment. Then I'll touch base with you about it again when you check out. Have a great appointment!"

Reception — pet owner checks out
Use at checkout when closing the enrollment conversation
? Check-out
"Today's visit comes to [total amount due], but if you want to enroll [pet's name] in a Petly Plan today, we will only be looking at the initial membership fee of [membership fee] and the first month's payment of [first month payment amount]. Then, we'll automatically draft your account each month. Like I mentioned before, your monthly payment also includes some great membership perks like free nail trims, $10 copay for scheduled office visits and discounts on other services that are not listed on your plan. May I sign you up today?"
Medical team — during the appointment
Use in the exam room to introduce plans from a clinical perspective
? Exam Room
"Petly Plans are a great way for you to spread out the cost of the healthcare services that can help [pet's name] live the longest, happiest life possible. I would recommend the [plan choice] for [pet's name] because it includes [key items for that pet]. Would you like to sign up today?"
Best practice tipPrint all four scripts and place them near every phone and workstation at the front desk. Role-play the conversations during staff meetings so everyone feels confident before using them with clients. Remind staff they are educating pet owners — not selling.

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