InfiVoiceFeaturesPricingBlog

Junk removal phone script: what is being hauled, how much, and what is in the way

InfiVoice ยท 2026-11-14

Junk removal quotes come down to volume, access and what is not allowed on the truck. The caller usually knows none of the jargon. They say "a couch and some boxes." Your job on the phone is to turn that into a rough load size, spot anything you cannot take, and offer a pickup time that works. This script does that in a few minutes.

Open with what is going away

> "Thanks for calling [Company Name]. What do you need hauled away?"

Let them list it. Then repeat back what you heard so they can add what they forgot.

> "So a couch, a mattress and some boxes. Anything else, like appliances, wood or yard waste?"

Size the load

Most callers cannot estimate cubic yards, so give them a way to describe it.

> "If you pictured our truck, would this fill a quarter, half or most of it?"

> "Is everything in one spot, or is it spread through the house, garage and yard?"

> "Can you send photos? A couple of pictures will help us give you a better range."

Only ask for photos if you have a place to receive them. If you do not give prices by phone, say that the crew lead will confirm the number on arrival.

Where it is and how it gets out

> "Is it at the curb, in a garage, or inside the house?"

> "Are there stairs? How many flights?"

> "Is there an elevator, or a narrow hallway the crew should know about?"

> "Where can the truck park, and is there a permit or loading time we need to follow?"

Stairs and long carries change the work, so record them. Apartment buildings often have loading rules, so ask whether the manager needs notice.

Items you may not be able to take

Do this politely and early so the caller does not plan around a pickup that will not happen. Ask whether any of the load includes paint, solvents, batteries, propane tanks, chemicals, medical waste or anything that smells or leaks.

> "Some items need special handling and we may not be able to take them. Do you have any paint, chemicals, tires, batteries or similar?"

Only name restrictions that really apply at your company. If unsure, say you will check with the crew lead. Do not give legal or disposal advice.

Heavy or special items

Ask about hot tubs, pianos, safes, large appliances and construction debris like concrete or roofing. These can need extra crew or change the price. Record them and let the crew lead decide.

Timing: same day or scheduled

> "Do you need this gone today or soon, or is a specific day better?"

> "Will someone be home, or will the items be outside for us?"

If the caller is selling a house or has a move-out deadline, ask the date. Do not promise same-day pickup unless the dispatcher has confirmed a slot.

Donations and recycling

> "Are any of the items in good condition and something you would like donated?"

Only offer to take donations if your company has a process for it. If not, skip this question rather than imply it.

Details to record

Name, phone, pickup address, item list in the caller's words, load size, location of items, stairs and carry distance, parking, building rules, restricted items, heavy items, preferred date and window, who will be present, and whether photos were sent.

Example call: garage cleanout with a refused item

Caller: I'm cleaning out my garage. I have old shelves, a broken lawn mower and some paint cans.

Agent: Thanks for calling [Company Name]. Anything else besides the shelves and the mower?

Caller: Some boxes and a few bags of trash.

Agent: Got it. Paint can be an item we handle differently, so I will flag it for the crew lead. Are the items in the garage, and is there any step?

Caller: In the garage, no stairs.

Agent: Good. Would this fill a quarter, half or most of a truck, and what day would you like it removed?

Using this as an InfiVoice voice agent

Your crew is lifting a couch when the phone rings. An agent can answer and capture the job.

In InfiVoice, build the questions above in order: the list, the size, the access, the restricted items and the timing. Send the finished list to your dispatcher. Put your service area, the items you do not take and your scheduling windows in the knowledge base. Include a line that the agent never promises a price or a same-day slot on its own.

Test with a small curbside pickup, a house cleanout with stairs and a caller with a restricted item. One credit equals 60 seconds. The Free plan has 100 credits and Pro is $79 per month with 250 credits.

Frequently asked questions

How do you size a junk load over the phone?

Ask the caller to compare it with a truck, quarter, half or most, and ask for photos if you can receive them.

What should the person answering say about hazardous items?

Ask early, record them, and say that the crew lead will confirm what can be taken.

Can the agent promise same-day pickup?

Only if the dispatcher has confirmed a slot. Otherwise it records the request and promises a call-back.

Related

Start free