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Moving company phone script template (copy and paste)

InfiVoice ยท 2026-11-14

The phone rings while your crew is loading a truck, and the caller is someone with a lease ending in a few weeks who needs a mover now. If nobody answers, they call the next company on the list. A written script keeps your tone steady and collects what you need to quote the move. Copy the one below, change the bracketed parts, and use it with a person or an AI voice agent.

Before you copy it

Decide a few things first. Your hours, the areas you serve, the kinds of moves you take (local, long distance, apartment, house, office), how you build a quote, whether you do in-home or video estimates, how far ahead you book, and who handles damage claims and special items.

Keep one rule at the top. Quote prices only from your own price list or estimate process, and never promise a date, an arrival window or a final cost you have not confirmed.

1. Greeting

> "Thank you for calling [Company Name], this is [Name]. How can I help you with your move?"

If the crew is out or the office is closed, say so and stay useful.

> "Thank you for calling [Company Name]. We are on a job right now and back in the office [Day] at [Time]. Tell me about your move and I will make sure [Name] gets back to you."

2. Understand the move

> "Where are you moving from and where are you moving to?"

> "What date are you hoping to move, and is that date fixed or flexible?"

> "Is this a home, an apartment or an office?"

Write down the caller's own words, since people describe the same move in very different ways.

3. Qualify the job

> "About how many rooms or how big is the place?"

> "Are there stairs or an elevator at either address?"

> "Is there anything large or delicate, like a piano, a safe or artwork?"

> "Do you need packing help, or will you pack everything yourself?"

Route only by what you actually offer. If a type of move or a location is outside your service, say so kindly.

> "That is outside what we do. I would rather tell you now than waste your time."

4. Quote and price questions

> "To give you an accurate number we [do an in-home estimate, a video walkthrough or a phone estimate, from your own process]. I can book that for you now."

> "Our [service] is priced [way you price it, from your own list]."

Never invent a rate, a minimum or a total. If it is not on your list, say who will confirm.

> "I do not want to guess on that one. I will have [Name] send you a written quote."

5. Book an estimate or the move

> "I can book an estimate on [Day] at [Time]. Does that work?"

> "Can I have your name, the best number and an email for the confirmation?"

> "To hold the move date we ask for [deposit or contract step from your own policy]. [Name] will send the details."

Repeat both addresses, the date, the time and the callback number.

6. Urgent and special requests

> "That sounds like a tight timeline. I will pass the details to [Name] and they will call you by [Day] to see what is possible."

Promise only what your calendar allows, and offer a callback for anything custom, like a short notice move, storage, a tight building window or a large item.

7. Reschedule, cancel or change

> "I can help with that. What name is the move booked under?"

> "Our policy is [your rescheduling policy in plain words]. I can move you to [Day, Time] if that works."

State your policy in your own words and follow it. Do not promise exceptions.

8. Goodbye

> "Thank you, [Name]. You are set for [estimate or move] on [Day, Time]. If anything changes, call us at [number]. Talk soon."

Run this script as an AI voice agent with InfiVoice

You can turn this script into a voice agent that answers while your crew is on a job.

Start with the call flow. Paste the greeting, then add the questions in order: addresses, date, size of the place, stairs or elevator, special items, name, phone and email. Set quotes and urgent moves as a branch that sends a message to you and promises a callback.

Then add a knowledge base with your hours, service area, types of moves, how estimates work, how booking and deposits work and your rescheduling policy. InfiVoice answers from that content instead of guessing. Connect your calendar so estimates land in the right slot.

Finally, test by calling it. Try someone with a move next month, someone with a piano, someone asking for a price that is not on your list and a customer asking to reschedule. Fix the flow, then go live.

InfiVoice bills in credits and one credit equals 60 seconds of call time. The Free plan includes 100 credits, enough to build and test the script. Pro costs $79 per month with 250 credits.

Frequently asked questions

What should a moving company ask when someone calls?

The pickup and drop-off addresses, the date, the size of the place, stairs or an elevator, any large or delicate items, and their name, phone and email. Then confirm the estimate out loud.

How should I answer a price question on the phone?

Only from your own price list or estimate process. If the question is about something that is not on it, say who will send a written quote and when.

Can an AI voice agent handle a moving inquiry?

It can ask the questions above, answer from your policies and book an estimate on your calendar. Decide in advance who handles claims, storage and short notice moves.

Can I try this without paying?

Yes. The Free plan includes 100 credits.

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