Bobbi Brown Live Chat Scripts
All Brand Statements
All Brand Statements 321 Asking 3 Questions
All Brand Statements 321 Asking 3 Questions Foundation
Amount of Coverage?
Can you describe the coverage you are looking for?
Finish of Foundation?
Do you prefer a matte of dewy foundation finish?
Formula of foundation?
Do you prefer a liquid, powder, stick or compact foundation?
Skin, Hair & Eye Description?
Can you please describe your skin tone, hair and eye color for me?
Skin type?
Can you describe your skin type?
Sunscreen?
Do you prefer a foundation with sun protection?
All Brand Statements 321 Asking 3 Questions General
Bobbi Brown User?
Is this your first time using Bobbi Brown?
Happy with products?
What do you like about what you’ve used before?
Know Bobbi’s Philosophy?
Are you familiar with Bobbi’s philosophy?
Know Secret of the Universe?
Are you familiar with Bobbi’s Secret to the universe?
Online Shopper?
Have you shopped at Bobbi Brown Online before?
Used Products Before?
Have you used any of Bobbi Brown’s products before?
All Brand Statements 321 Asking 3 Questions Makeup
Bobbi's Perfect Lip?
Can I help you find your perfect Nude Lip Color?
Day or Evening?
Do you prefer a daytime look or an evening Look?
Neutrals or Color?
Do you prefer neutral tones or more colorful shades?
Powder or Cream?
Do you prefer powder or cream formulas for your __?
Shimmer or Matte?
Do you prefer shimmer or matte formulas?
Specific Look?
Did you have a particular look in mind? For example, smoky eye look, nude lip color, glowing cheeks, etc?
Specific Shades?
Were there particular shades you were interested in?
All Brand Statements 321 Asking 3 Questions Skin Care
Change?
Is there anything you would change about the appearance of your __?
Currently Using __ Product?
Are you currently using __? Which __ are you currently using?
Skin Type
Can you describe your skin type?
Sunscreen?
Do you prefer a moisturizer with SPF?
Using Bobbi Products?
Which Bobbi Brown skin care products are you currently using?
All Brand Statements 321 Recommending 2 Products
Best Application (Brushes)
For the best application, apply this product with the ______.
Best Application (Add Product)
Apply __ prior to this product for ______.
Best Selling
You may also be interested in our best selling ______.
Bobbi Also Recommends
Bobbi also recommends ______.
For Best Results
For best results, Bobbi recommends ______.
To Complete Your Look
To complete your look, you may also be interested in ______.
All Brand Statements 321 Recommend a Service
Current Promotion
Before you go, I wanted to share our current promotion with you, so that you may enjoy its benefits when placing your order.
Have Time?
Do you have time for ______?
Invite Back
I would like to invite you to return and chat with us again soon. We are always here for you!
Invite Back to Chat for Result Feedback
We would love to know how this recommendation works out for you, and I hope you will come back and tell us your results.
Invite Back for New Look
Perhaps next time, we could even work on developing a new makeup look for you!
Invite to Everything Bobbi Blog/Facebook
To learn more about all things Bobbi, I highly recommend you register to follow her on her blog, Everything Bobbi. Bobbi created her blog to be based on truth, beauty and being amazing! To view blog <a href=" target="newwindow">click here</a.
Invite to Facebook (HYPERLINK)
To be informed of all the latest products, looks and adventures of Bobbi Brown, I recommend you sign up to follow her on Facebook. Simply <a href=" target="newwindow">click here</a>.
Invite to Learn More
I really enjoyed chatting with you today! I hope you will go to the site to learn more about these products.
Invite to Learn More (Video or Website Section)
I really enjoyed chatting with you today! If you have a moment, I recommend that you visit the website and view the _____.
Offer Additional Recos
Can I offer additional recommendations for ______?
Offer Additional Tips
Before you go, I wanted to share one of my favorite tips with you.
Offer New Collections
In the meantime, may I suggest something for you from our newest collection?
Offer Suggestions
Would you like suggestions for ______?
Recommend Product to Showcase their Best Feature
When I look at your photo, I notice your __. Would you like me to recommend ____ to showcase your__?
Recommend Similar Shade
May I recommend a similar shade for you in case there are no remaining quantities of this product?
Search for Out of Stock Product
I would be happy to search other approved Bobbi Brown retail websites to see if they have this product in stock for you to order. Would this be helpful to you?
Share Favorite Products
I enjoyed chatting with you today, and I believe you would enjoy one of my favorite products.
Signup for Newsletters
To keep up to date on new Bobbi Brown looks and products, I invite you to register online. You may <a href=" target="newwindow">click here</a> to register today.
All Brand Statements Custom Fit
Dynamic Opening
Are you new to the brand?
Mobile
Do you have time for a few questions first?
Pro-Active Opening
I see our ___ interests you. May I recommend __ for you?
All Brand Statements Keeping in Touch
Return After Long Chat/Large Purchase
Wow! We have covered a lot of ground today! When you receive your order, if you have any additional questions about your new products, feel free to chat with us again for application tips or a refresher on product application order. We are always here for you!
Return and Share
I would love if you would return and share how ___ worked for you!
All Brand StatementsSet-Up Statements
Recommend Color Products
I understand what you want to achieve and would like to recommend some colors that are perfect for you.
Recommend Skin Products
I understand what you want to achieve and would like to recommend the most effective products specifically for your skin.
Understand Benefits Customer Wants
I understand the benefits you are looking for, here is the best product for you.
All Brand Statements Technology
Declined Photo Chat
No problem! I can still make recommendations for you based on a description of your coloring. How would you describe your skin tone, hair and eye color?
Quick Photo Chat
Do you have a moment to upload your photo to your Bobbi Brown account online?
All Brand StatementsChecking In Statements
Any Questions?
Do you have any questions at this point?
Sound Like What You Want?
Does this sound like something you are looking for?
What You Expected in Reco?
Is this the type of recommendation you had in mind?
Works with Schedule?
Would this work with your schedule?
Your Thoughts?
What do you think?
All Brand StatementsReassurance Statements
Colors Will Work for You
These colors will work really well with your skin tone and hair color.
Enjoy!
I know you will really enjoy it!
Highly Rated Product
This is one of our most highly rated products.
Know These Are Best Products for You
I know these are the best products for your concerns, they were designed specifically for your skin type.
Know You'll Achieve Benefits
I know you will achieve the benefits you are looking for with these products.
Know You’ll Be Pleased
I know you will be pleased with the results of this product.
Perfect Look
This is the perfect look for you.
Pleased with Results
You’ll be pleased with the results!
Product is a Best Seller
This product is one of our best-sellers.
Product Will Achieve Benefits
With this product, I am confident you will achieve the benefits that you are looking for.
Review Invite
You may wish to visit the customer reviews on this product to see how other customers with your same concerns have benefited from it.
You’ll Get Compliments
I am sure you will get many compliments with this look!
You’ll Notice a Difference
You'll notice a difference in your skin, as will others!
All Probing Questions
All Probing Questions General
More Specific
I am sorry I did not quite understand your question, could you be more specific?
Registered Member?
Are you a Registered Member of Bobbi Brown Online?
All Probing Questions Makeup Color
Color Preferences
What colors do you prefer wearing, or are there any that you would prefer not to wear?
Describe Eye Color
How would you describe your eye color?
Describe Hair Color
How would you describe your Hair color?
Detailed Skintone Description/Celebrity Comparison
Please provide a detailed description of your skintone so I can customize my recommendations for you. It's even helpful to compare your coloring to a celebrity as a point of reference for me.
Eye Color Detail
Do you have white or golden colored flecks in your eye color?
Lip Product Preference
Do you prefer a lipstick or a gloss?
Normally Wear Makeup?
Do you normally wear makeup? If so, can you tell me what you are currently using? What type of colors and product? Do you prefer shimmer or matte shades?
Provide Makeup Style Details
Can you provide a few more details about your makeup style or any personal preferences, so I can customize my recommendations?
All Probing Questions Makeup Foundation
Coverage Desired
What type of coverage are you looking for in a foundation? (sheer, natural, matte or full-coverage)
Describe Skintone
Would you describe your skin tone as very light, light, medium or dark?
Specific Foundation
Was there a specific foundation/product you were interested in hearing more about today?
Switching Foundations
Are you currently using Bobbi Brown foundation? If so, please indicate the shade and formula. It will assist me in selecting the appropriate shade for you in the new formula.
All Probing Questions Skin care Aging
Fine Lines a Concern?
Are fine lines a current concern? If so, have you noticed that they’ve begun to deepen? If fine lines are not a concern, are you concerned with anti-aging tips today to help maintain youthful skin?
All Probing Questions Skin care Dry
Describe Dryness
Is your dryness in the form of flakiness or does your skin also feel really tight or uncomfortable as well? Where do you see flakiness?
All Probing Questions Skin care General
Cleanser Preference
Do you prefer a lathering cleanser or a lotion-type cleanser?
Describe Skin Type
Would you say your skin is dry, combination, oily or sensitive?
Effects After Washing
After you wash your face, how does your skin feel, tight or comfortable?
Length of Time for Concern
How long has this specific problem been occurring?
Length of Time Using Products
How long have you been using the products?
Moisturizer Preference
Is your skin comfortable without moisturizer?
Primary Skin care Concerns
What are your primary skin care concerns?
Skin Improvement Desired
What would you like most to improve about your skin?
Using Prescribed Treatment?
Are you presently using any prescribed treatments or medications that are affecting your skin? Can you tell me how they affect your skin?
All Probing Questions Skin care Oily
Blemishes a Concern?
Are blemishes a current concern? If so, how often to you break out and can you tell me the areas where you tend to breakout?
How Oily?
How oily are you? For example, how soon after you wash your face in the morning do you have shine? How often do you blot your oils throughout the day?
All Probing Questions Skin care Sun
Describe Protection Used?
How are you protecting your skin from the sun and environment?
How Does Skin React to Sun?
How would your skin react in the sun if you didn't wear sunscreen (if it were exposed for a couple hours)?
Length of Sunburn Effects
Since you burn, how long does it take it to go away? Overnight or a couple of days?
Artists Links
BB Cream
Blush
Bobbi Beach
Bobbi Brown Homepage
Bobbi Buzz
Bobbi Learn
Bobbi's Books
Bobbi's Closet
Bobbi's Video
Body
Bronzer
Brows
Brushes and Tools
Cheeks
Cleanse
Cleanser
Correctors and Concealers
Exfoliator
Extra Skin care
Eye Care
Eye Care/Remover
Eye Liner
Eye Palettes
Eye Shadow
Foundation
Foundation Finder
Foundation Formula/Compact
Foundation Formula/Liquid
Foundation Formula/Powder
Foundation Formula/SPF
Foundation Formula/Stick
Foundation Type/Dry
Foundation Type/Extra Dry
Foundation Type/Normal
Foundation Type/Oily
Gifts
Glosses
Lip Care
Lip Color
Lip Liner
Lip Palettes
Long-Wear
Makeup
Makeup Cases
Mascara
Moisturizer/Eyes
Moisturizer/Face
Moisturizer/Lips
Moisturizer/SPF
Powders
Shimmer Bricks
Skin care
Special Care
Tinted Moisturizer
Toner
What's New?
Bobbi Photo Upload
Ideal Photo Bobbi Brown Product
I am happy to make recommendations for you based off a photo with or without makeup. We have found that the most accurate recommendations are made from photos in natural lighting, from the shoulders up, and with minimal retouching and/or filters.
Photo Upload Instructions
Uploading your photo is quick and easy. Once you click on the link provided, this chat window will automatically minimize. All you need to do is sign in or register for an account and upload your photo, according to the directions on that page. To continue chatting with me, please maximize this chat window again (please don't click the chat button on the account page or we will be disconnected).
Uploaded Photo with Excessive Filtering/Retouching
Your photo is absolutely lovely! Skin tone can change from season to season. Do you find that this is an accurate representation of your skin tone currently? If not, do you feel that your skin tone is lighter or deeper than your photo represents?
Closings
Exit Survey Goodbye
Thank you for your visit. You may close the chat window by clicking the "Close" button at the top right once. You will be able to request that a copy of this chat be emailed to you as well as answer a few questions about your experience.
Long Chat Close
You've had some great questions today! I hope the information I have provided will assist in your product selections. At this time, I recommend you visit Bobbi's <a href=" target="newwindow">Learn</a> page. I'm confident it will provide you with answers to many of your questions and get you fully up-to-date on the latest trends, products and tips! Thank you for your visit. You may close the chat window by clicking the "Close" button at the top right once. You will be able to request that a copy of this chat be emailed to you as well as answer a few questions about your experience.
New Product Intro
Before you go, take a moment to view our new ______.
Sign Up
Would you like Beauty Tips delivered to your inbox? Click here to sign up for email with tips from Bobbi, alerts to new products and special shopping offers.
Thx for Order
Thank you for placing an order today with Bobbi Brown Online. May I be of further assistance today?
Co-Browse Permission
May I Guide?
May I guide you to the Web page where you will find the product that we have discussed?
No Access to Computer
I assure you I am only able to view the Web site with you and will not have access to your personal computer.
Customer Incentive
Free Returns for Foundation, Concealer and Powder (NEW)
Before you go, here's a treat just for you. Bobbibrowncosmetics.com offers free shipping + free returns on all foundation, concealers, correctors and powders.
Delay Tactics
Live Chat Busy
We are experiencing a high number of Live Chats at this time. I apologize for any delays and will be back to fully assist you as soon as possible. Thank you for your patience
One Moment
One moment, please, while I check that for you.
Thx For Patience
Thank you for your patience while I research your inquiry. I'll be with you in just a moment.
Free Return Program
Free Return Program/Offer Reco
I'm sorry that you are unhappy with your <Concealer, Powder, Foundation, Correctors> selection. I'm happy to help you find a suitable alternative. Let's start with what you did not like about the product you received.