Lapsed Customer Reorder Call Script
Manufacturing | Call script

Use this when: A customer who used to order regularly has gone quiet.

Opening
"Hi [name], it's [your name] from [company]. I noticed your last order of [product] was in [month], and I wanted to check in."

Find out why
- "Has your demand changed, or did something change on our side?"
- "Have you moved to another supplier for this?"
- "Was there any issue with quality or delivery we should know about?"

If there was a problem
"I'm sorry to hear that. Let me get [quality or service lead] to look at it, and I'll call you back by [day]."

If they've switched
"Thanks for telling me. What would we need to do to be considered again?"

If it's just timing
"When do you expect to need more? Shall I check back then, or would it help to have a quote ready?"

Before you use this: Quote only lead times and capacity that production has confirmed.

Fill in the items in square brackets and adapt this to your business.
Free template from SAZ: https://playbooks.saz.ca/p/manufacturing-call-script