Demand Transformation OUTBOUND

Scripts
HOMEOWNER
Opening Script

Hello [Homeowner Name], this is [Agent Name] with Porch.com ON A RECORDED LINE and as
your Home Assistant I’m calling to help you complete your [Service Type] request.  (Pause wait for
response)

Great! Porch can connect you with top rated local professionals to help you complete your
project. I can make that connection right now. 

Can you please confirm the project zip code is XXXXX? 

How soon would you like to get this project done? 

Great! I see that I have xxxxx professional available, I'll get you on the line with them, in case I'm
not able to reach them I'll leave them your callback number. What's the best time and date for a
callback?

Perfect! Before I place you on a brief hold to connect you with [Company Name], are there any
additional projects that I could assist you with? (If YES, Submit Upsell - If NO, move forward to
connect)

Voicemail for homeowners if there is no answer. 

Hi [Homeowner Name] My Name is [Team Member Name] calling in regards to your [PROJECT +
PROJECT Details]. Please give me a call at THIS NUMBER OR OUR TOLL FREE NUMBER 855-
280-6249, 

once again my name is [Team Member Name] and you can reach me at THIS NUMBER OR OUR
TOLL FREE NUMBER 855-280-6249

When no professionals are available:

Perfect, thank you so much for verifying your information with me today, as soon as a professional
becomes available we will have them contact you directly. 

Porch Professional Courtesy Calls:

Hello, my name is [Team Member Name] and I'm calling you from Porch, we understand you have
purchased a lead for [Homeowner Name] regarding [PROJECT + PROJECT Details] in [Zip
Code]. This is a courtesy transfer and a preview to our verified lead service. I have the homeowner
holding on the line, can I connect them with you?

Marchex
Marchex Pro Script

Hello, this is [Team Member Name] and I am calling you from Porch. [Homeowner] has reached out
to us and is looking for [Service Type] in your area.

Let me transfer him/her to you so you can continue the conversation. I will make the introduction
and then drop off the line. Thank you for doing business with Porch.

 When the pro has accepted the transfer

Mr/Mrs [Homeowner Name], thank you for waiting. I have [Pro Contact Name] on the line from
[Company Name] and he/she is eager to help you with your project. Thank you.

 Marchex Voicemail

 Slow down and speak clearly!

 “Hello, [Pro Name] , [Homeowner Name] in [Zip Code] is looking for a [Service Type]
repair/installation, [Homeowner Name] is asking for a callback at [Homeowner Phone # ] on [Date ]
at  [Time].

Pause

“Again, [Homeowner Name] in [Zip Code] is looking for a [Service Type] repair/installation. He/she
can be reached at [Homeowner Phone # ] and would like to be called on [Date ] at  [Time]  . HAVE
A GREAT DAY!

eLocal
eLocal Pro Script

Hello, this is [Team Member Name] and I am calling you on behalf of eLocal.. [Homeowner] has
reached out to us and is looking for [Service Type] in your area.

 Let me transfer him/her to you so you can continue the conversation. I will make the introduction
and then drop off the line. Thank you for doing business with eLocal.

 When the pro has accepted the transfer

 Mr/Mrs [Homeowner Name], thank you for waiting. I have [Pro Contact Name] on the line from
[Company Name] and he/she is eager to help you with your project. Thank you.

 eLocal Voicemail

 Slow down and speak clearly!

 “Hello, [Pro Name] , [Homeowner Name] in [Zip Code] is looking for a [Service Type]
repair/installation, [Homeowner Name] is asking for a callback at [Homeowner Phone # ] on [Date ]
at  [Time] .

Pause

“Again, [Homeowner Name] in [Zip Code] is looking for a [Service Type] repair/installation. He/she
can be reached at [Homeowner Phone # ] and would like to be called on [Date ] at  [Time]  . HAVE
A GREAT DAY!

PORCH PRO
Porch professional opening statement

Hello, is this [Pro Contact Name]? (Pause wait for response)

This is [Team Member Name] from Porch. As part of your porch membership, you’re able to receive
verified leads via phone. I have  [Homeowner Name] in [Zip code] on the line who is looking for help
with their[Service Type] project. Can I go ahead and connect you with [Homeowner Name]?”
I am going to bring them on the line and will send the lead details to you via your Porch dashboard. 

When the pro has accepted the transfer

Mr/Mrs [Homeowner Name], thank you for waiting. I have [Pro Contact Name] on the line from
[Company Name] and he/she is eager to help you with your project.
Thank you for using Porch, have a great day!

Voicemail Porch Pros. 

SLOW DOWN AND SPEAK CLEARLY!!

“Hello, [Pro Name] , [Homeowner Name] in [Zip Code] is looking for a [Service Type]
repair/installation, [Homeowner Name] is asking for a callback at [Homeowner Phone # ] on [Date ]
at  [Time]. Your Porch program is providing this lead. My name is [Team Member Name].

Pause

“Again, [Homeowner Name] in [Zip Code] is looking for a [Service Type] repair/installation. He/she
can be reached at [Homeowner Phone # ] and would like to be called on [Date ] at  [Time] .
HAVE A GREAT DAY!
 Thryv (Pronounced Thrive)
Thryv Pro Script

Hello, this is [Team Member Name] and I am calling you on behalf of Thryv. [Homeowner] has
reached out to us and is looking for [Service Type] in your area. Before I transfer him/her to you
may I ask you a couple of questions?
 
No… thank them for their time and end the call.
Yes… ask more granular questions regarding the request to ensure they are a good fit.
 
If not a good fit… thank them for their time and end the call.
If a good fit…

Let me transfer him/her to you so you can continue the conversation. I will make the introduction
and then drop off the line. Thank you for doing business with Thryv.

When the pro has accepted the transfer

Mr/Mrs [Homeowner Name], thank you for waiting. I have [Pro Contact Name] on the line from
[Company Name] and he/she is eager to help you with your project.
Thank you for using Porch, have a great day!

Thryv Voicemail

Slow down and speak clearly!

“Hello, [Pro Name] , [Homeowner Name] in [Zip Code] is looking for a [Service Type]
repair/installation, [Homeowner Name] is asking for a callback at [Homeowner Phone # ] on [Date ]
at  [Time] . Your Thryv program is providing this lead in partnership with Porch. My name is [Team
Member Name].
Pause
“Again, [Homeowner Name] in [Zip Code] is looking for a [Service Type] repair/installation. He/she
can be reached at [Homeowner Phone # ] and would like to be called on [Date ] at  [Time]  .
HAVE A GREAT DAY!

HOMEADVISOR
HomeAdvisor Homeowner

*BEFORE CALLING THE PROFESSIONAL*

I will be connecting you with [Pro Name] now. Porch partners with HomeAdvisor and this is a
HomeAdvisor professional. By working with this service provider, you are agreeing to
HomeAdvisor’s terms and conditions. I'm going to place you on a brief hold while I connect you with
[Pro Name]. 

Please feel free to reach back out if there is anything I can do to help you in the future.

HomeAdvisor Professional
Hi, this is [Team Member Name] calling with Porch in partnership with HomeAdvisor. I have a
homeowner on the line that is looking for a [Service Type]  professional for a job in [Zip Code] . I am
going to bring them on the line and will send the lead details to you via your HomeAdvisor
dashboard. 
Conference the call, make the introduction and then drop out of the line!

When the pro has accepted the transfer

Mr/Mrs [Homeowner Name], thank you for waiting. I have [Pro Contact Name] on the line from
[Company Name] and he/she is eager to help you with your project.
Thank you for using Porch, have a great day!

HomeAdvisor Professional Voicemail 

Slow down and speak clearly!

“Hello, [Pro Name] , [Homeowner Name] in [Zip Code] is looking for a [Service Type]
repair/installation, [Homeowner Name] is asking for a callback at [Homeowner Phone # ] on [Date ]
at  [Time] . Your HomeAdvisor program is providing this lead in partnership with Porch. My name is
[Team Member Name].

Pause

“Again, [Homeowner Name] in [Zip Code] is looking for a [Service Type] repair/installation. He/she
can be reached at [Homeowner Phone # ] and would like to be called on [Date ] at  [Time]  .
HAVE A GREAT DAY!

LEGAL DISCLOSURE
To complete your service request I am required to read the following legal
disclosure.

I’ll submit this project and connect you with a pro. Porch and service
providers may call or text you using automated technology about this project
and home-related services that may be of interest to you. Consent is not a
condition of any purchase. Can you confirm, by saying ‘yes,’ that Porch and
service providers have your consent to call or text you at (XXX) XXX-XXX?

Demand Transformation :  855-280-6249

PORCH SERVICES 1-800-672-0365
Home Advisor Pro Support - (877) 947-3639
Marchex Pro Support - mcm-reseller@marchex.com
Thryv Professional Pro support -  (844) 339-6334
Elocal Professional Pro support - (877) 913-5622
Homeowner Support: 855-494-5972
 Demand Transformation FAQ’s
Homeowner Script 
  
Questions from Homeowners

What is Porch?
“Porch is a home improvement platform that makes it easy to find local
professionals who specialize in your project needs. Our main priority is to get you
in touch with top rated local professionals to get your [Service Type] done.

Who are you?

My name is [Team Members Name], I am your Porch home assistant and our main
priority is to get you in touch with top rated local professionals to get your [Service
Type] done.

Where are you calling from?

I’m calling from Porch, we help you get connected to top rated local professionals
in your area that can help get your [Service Type] done.

How much is our service going to cost the homeowner?

Our services are 100% free for homeowners.

Where is Porch located?

Porch is located in Seattle, WA. and helps connect homeowners with local
professionals throughout the U.S.

Where are YOU located?

I am in [city name], Mexico as part of Porch’s remote, homeowner operations team.

Why is your telephone area code not local?

We use a local presence dialing feature to help us make as many connections
between homeowners and service professionals as possible.

Where did you get my information?

We have many partnerships with online home improvement companies if they don't
have a contractor in your area, they send it to us for help.

I don’t want to go through a third party.

I understand, Porch helps homeowners connect with top rated local professionals
that can help you get your project done, once I make the connection, you’ll be
dealing directly with the professional.

Can I get the estimate through email?

That is a great question, allow me to get the professional on the line with you so
they can answer all your questions.

What is the average price for a project like mine?

That is a great question, allow me to get the professional on the line with you so
they can answer all your questions.

I already have an appointment with another company.

That is great news! Here at Porch we highly recommend that you get quotes from
different local professionals and go with the option that fits your budget. I have [x]
professionals available and I can get you connected with them right now.

I have never heard of these companies before.

Porch Pros – Open Pro profile in Backporch and provide company details.
Thryv/HomeAdvisor Pros – Use Google to search for the company and provide
available details..

If no information is available.
That is a great question, allow me to get the professional on the line with you so
they can answer all your questions.

What other companies will reach out to me?

To get the best estimate for your needs, you might be receiving offers from up to 3
more project specialists. This is to ensure that you'll be able to see a variety of
opportunities that can suit your needs.

Do you have anyone else available? I have had problems with that
professional before.
(If there are any.) 
Ensuring you have a high-quality experience is our number one priority, we have
(pro #2) in your area, let me get in contact with them now.

(If there are no additional pros.)

For the moment we do not have any additional service providers in your area, the
great news is that we have your project details in our system and once a
professional becomes available, they will reach out to you.

Where do you pull these pros from?

Porch has made nationwide partnerships with local professionals who have signed
up to our platform, this allows homeowners like yourself to provide accurate
feedback and ratings for the quality of the professional’s service.
I’d like to issue a complaint/feedback about one of the Porch pros.
Transfer the Homeowner to Homeowner Support Team (HST): 855-494-5972

Are your professionals bonded, certified and insured?

That is a great question, allow me to get the professional on the line with you so
they can answer all your questions.

What are HomeAdvisor’s terms and Conditions?

To get more information on Homeadvisor’s terms and conditions please visit
homeadvisor.com/terms

How do I handle a homeowner’s objection about the terms and conditions?

Homeadvisor's Terms and Conditions can be found at Homeadvisor.com/terms this is a
disclosure, I can assure you it is free for me to connect you with the professional.

Professionals Questions

What do I do if the professional doesn’t want to take on the project and

requests a refund? (Only for Porch Pros)  
Not a problem, I will be submitting a request on your behalf for review, someone
from our Support team will follow up with you regarding this lead.

Pro Support - 206-960-4337 

6:00 am - 5:00 pm PST (Monday - Friday)

I’m too busy right now to speak with the Homeowner.

I understand [Professional Name], the lead details will be sent to your dashboard
so you can follow-up with the Homeowner at a more convenient time for you.

I am not paying extra for this lead!

If Porch Professional: I totally understand your concern, since this is part of your
membership package, I would recommend you contact your account
representative or I could go ahead and request a callback for you.

If HA or Thryv Professional:  I totally understand your concern, since this is part of

your membership package, what I can do is provide you with a telephone number
for (HOMEADVISOR or THRYV) so they can give you more information or in case
you need to make any changes.

HOMEADVISOR: (877) 947-3639

THRYV: 844-339-6334

Why are you calling me? 

As a part of your membership package you can receive verified leads from
validated homeowners.
Can you stop calling me? 
If Porch Professional: I totally understand, since this is part of your membership
package, I would recommend you contact your account representative or I could
go ahead and request a callback for you. We apologize for the inconvenience,
have a nice day!

If HA or Thryv Professional:  I totally understand, since this is part of your

membership package, what I can do is provide you with a telephone number for
(HOMEADVISOR or THRYV) so they can give you more information or in case you
need to make any changes. we apologize for the inconvenience, have a nice day!

HOMEADVISOR: (877) 947-3639

THRYV: 844-339-6334

We don’t have time to take on additional projects.

If Porch Professional: I totally understand, since this is part of your membership
package, I would recommend you contact your account representative or I could
go ahead and request a callback for you in case you need to make any changes. 

If HA or Thryv Professional:  I totally understand, since this is part of your

membership package, what I can do is provide you with a telephone number for
(HOMEADVISOR or THRYV) in case you need to make any changes. 

HOMEADVISOR: (877) 947-3639

THRYV: 844-339-6334