Answering estimate questions without quoting a price

The decision to make first

Decide what your team is comfortable saying publicly: whether estimates are offered, whether there is a call-out or diagnostic visit, and who gives prices.

Keep numbers out of the assistant

Unless your team has approved a published price for a fixed job, Ava should not quote figures. Prices depend on what the technician finds.

Suggested wording to approve

Example wording: “Prices depend on the job, so the team confirms them after a look at the problem. I can take your details and have someone call you about an estimate.”

Test the difficult case

Push for a rough figure several times. The answer should stay polite and consistent, and the request should still be captured.

Worked example

Fictional example: a caller asks how much a new garage door opener costs. Ava explains that the office confirms prices after checking the door and model, captures the details and offers a callback.

Review it in operation

Note which jobs callers ask about most. If your team decides to publish a fixed price for one of them, add it to the approved facts and retest.

Check before you launch

• Decide what pricing information is public.
• Keep unapproved figures out of answers.
• Test repeated price questions.
• Review the most-asked jobs.

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