Most moving sales calls go wrong in one of two ways. The rep gives a price too early, before they know about the third-floor walk-up and the piano, or the call ends with “we’ll send you a quote” and no next step. The script below avoids both. It’s built on the intake questions moving CRMs recommend and the federal rules for interstate moves.
Copy it into your CRM or call notes and change the words to sound like you. Anything in [brackets] is for you to fill in.
Before you use it: the rules that shape a moving call
These come from the FMCSA’s rules for interstate household goods movers, 49 CFR Part 375, read November 2, 2026. Local and in-state moves follow your state’s rules instead. This is a summary, not legal advice.
- Say your company name. The FMCSA’s list of red flags includes a phone answered with “Movers” or “Moving company” instead of the company’s name.
- The estimate needs a survey. For interstate moves, the written estimate must be based on a physical survey, which can be on-site or by live or recorded video. The customer can waive it in writing before loading. Since 2022 this applies to every interstate move, with no 50-mile limit. So the goal of the call is to book the survey.
- Ask about stairs, elevators and long carries up front. If you don’t ask about these extra services before the bill of lading, you have to deliver and bill them after 30 days.
- Know your estimate types. A binding estimate fixes the price for the listed goods and services. A non-binding estimate must be free, and the customer can’t be made to pay more than 110% of it at delivery. “Not to exceed” is a pricing practice some movers offer, not a federal category.
- Send the two FMCSA documents with the estimate: “Ready to Move?” and “Your Rights and Responsibilities When You Move”, as copies or links.
Script 1: an inbound quote call
Opening (15 seconds)
“Thanks for calling [Company], this is [Name]. Are you planning a move?”
If yes:
“Great, I can help with that. Do you have about five minutes so I can get the details and set up your estimate?”
If they don’t have time, get a name and number and agree a callback time: “What’s the best number and time to call you back today?”
Intake (3-5 minutes)
Ask in this order. Write down every answer.
- “Can I get your name, and the best number and email for you?”
- “Is text OK for updates and your estimate?”
- “Where are you moving from, and where to?” (Get both ZIP codes. This tells you local or interstate.)
- “What date are you hoping for, and how flexible is it?”
- “Is your current place a house, an apartment or a condo? How many bedrooms?”
- “Are there stairs or an elevator? How far is it from the door to where the truck can park?”
- “And at the new place: stairs, an elevator, parking?”
- “Any stops in between, like a storage unit or a second address?”
- “Anything large, heavy or fragile? A piano, a safe, a gun safe, artwork, a hot tub, exercise equipment?”
- “Do you want us to pack, or will you pack yourself? Any part of it?”
- “Will you need storage between homes?”
- “Have you moved with a moving company before? What went well, or what didn’t?”
Booking the survey (1 minute)
“Thanks, that’s everything I need to get started. To give you an accurate price, we do a quick survey of your things. It can be in person or a video call, about [15-30] minutes. Which would you prefer?”
Offer two specific times:
“I have [Thursday at 10am] or [Friday at 4pm]. Which works better?”
If they push for a price first:
“I can give you a rough range now: for a [two-bedroom] move [locally / to Denver], it’s usually [range]. The survey makes sure nothing’s missed, like the stairs or the piano, so the price you get is the price you pay.”
Recap and next step (30 seconds)
“So that’s your survey on [day] at [time], by [video / in person] at [address]. I’ll text you a confirmation now from this number. Is there anything else you’d like to ask?”
For interstate moves, tell them the estimate will come with the FMCSA’s “Ready to Move?” brochure and “Your Rights and Responsibilities When You Move” booklet.
Script 2: calling back a web lead
The customer asked for a quote but didn’t call you, and they may have asked three other movers too. Call within five minutes if you can.
Opening
“Hi, is this [first name]? This is [Name] from [Company]. You asked for a moving quote on [our website / Moving.com] a few minutes ago, from [origin] to [destination]. Is now a good time for a couple of quick questions?”
If not a good time:
“No problem. When’s better, later today or tomorrow morning?”
Then run the intake questions above, skipping anything the form already told you, and book the survey the same way.
If it goes to voicemail
Keep it under 20 seconds, and name the company at the start and the end:
“Hi [first name], this is [Name] from [Company], about your moving quote from [origin] to [destination]. I have a couple of quick questions so I can get your estimate to you today. Call or text me at [number]. Again, [Company], [number].”
Then send a text straight away:
“Hi [first name], it’s [Name] at [Company] about your move on [date]. I just called. When’s a good time for a quick 5-minute call? Or reply here with your home size and any stairs or large items, and I’ll get your estimate started.”
Answers to common objections
| Customer says | Try |
|---|---|
| “I just want a price.” | “Totally fair. For a [home size] move [locally / to city], it’s usually [range]. If you can spare 15 minutes on video, I can give you a written price that won’t change on moving day.” |
| “Your price is higher than the other quote.” | “Can I ask what’s in theirs? Crew size, hours, truck, packing, stairs and coverage all change the price. If they’ve left something out, it’ll show up on moving day.” |
| “I need to talk to my partner.” | “Of course. Shall we book the survey for a time you’re both home? Then you’ll both see exactly what’s included.” |
| “My friends are helping me move.” | “That works for a lot of people. Want me to quote just the heavy items, like the [piano / sofa], or just the truck and two movers for a few hours?” |
| “I’m still shopping around.” | “Makes sense. While you compare, ask each mover if the estimate is binding or non-binding, and what’s included. Can I hold [date] for you while you decide?” |
| “Can you move me tomorrow?” | “Let me check the schedule. For moves across state lines there’s paperwork we need to give you before loading, so the sooner we book the survey, the better.” |
Make the script work every time
- Put it in your CRM so the questions match the fields, and nothing gets retyped.
- Listen to five calls a week. Note where customers hesitate or hang up and change those lines.
- Measure the booking rate from call to booked survey, by rep and by lead source. SmartMoving’s 2026 survey of 484 movers put the average lead-to-booking close rate at 39%.
- Answer every call. A script only works on calls someone picks up. See after-hours calls for movers.
Running the script with an AI receptionist
MoverPhone’s AI receptionist asks these moving questions on every inbound call, around the clock, books in-home or virtual estimates on your calendar and syncs the answers to SmartMoving, Supermove, MoveBoard, Elromco, Movegistics or HubSpot. It transfers to your staff when a caller asks for a person. See how it works.
Frequently asked questions
What should a moving company say when answering the phone?
Your company's name, your first name and an offer to help: "Thanks for calling [Company], this is [Name]. Are you planning a move?" The FMCSA lists a phone answered with just "Movers" or "Moving company", instead of the company's name, as a red flag for moving fraud, so always say the name.
What questions should a mover ask on the first call?
The caller's name, number and best way to reach them; origin and destination; move date and how flexible it is; home type and size; stairs, elevators, long carries and parking at both ends; extra stops; large, fragile or specialty items; whether they need packing or storage; and whether they want an in-home or virtual survey.
Can a mover give a price over the phone?
You can give a ballpark range, but for interstate moves the written estimate has to be based on a physical survey, in person or by live or recorded video, unless the customer waives it in writing before loading. The FMCSA also lists estimates given "sight unseen" over the phone or online as a red flag. Local moves follow state rules.
What do I say when a customer says another mover quoted less?
Ask what the other quote includes before you defend your price: crew size, hours, truck, packing, stairs and valuation. Quotes are often for different jobs. If yours covers more, say so plainly. If it doesn't, decide whether to match, adjust the scope or let it go.
Should I use the same script for calling back web leads?
Mostly. The opening is different, because they didn't call you, so name the company, say what they asked for and check it's a good time. The intake questions and booking the survey stay the same. Call within five minutes of the lead arriving if you can.