Online store phone script: ready phrases in Uzbek and Russian
Sado AI team · · 5 min read
In short
An online store phone script has five parts: greet with the store’s name and your own, find out what the customer needs, answer from the store’s own information, agree a clear next step (an order, a confirmation or a callback) and say goodbye. Keep to whichever language the customer speaks. Put prices, delivery and return terms on one sheet so every staff member gives the same answer. Prepare the phrases you need most in both languages ahead of time.
The five parts of every call
- Greet and introduce yourself: “Assalomu alaykum, Qadam store, this is Malika.” The customer knows at once they’ve reached the right place.
- Find out the need with one question: “Which model are you looking at?” or “Could you tell me your order number?”
- Answer only from the store’s information: price, size, delivery time, return terms. If you don’t know, don’t guess: “I’ll check and call you back.”
- Make the next step clear: take the order, repeat the address and time, or agree when to call back.
- Say goodbye and what happens next: “The courier will call before setting off tomorrow. Thank you!”
If the customer switches to Russian, switch too and stay in Russian to the end. If they mix the two, stay in Uzbek.
Phrase table in Uzbek and Russian
For stores where one person answers in both languages. Adjust the phrases to your store’s style:
| Situation | Uzbek | Russian |
|---|---|---|
| Greeting | Assalomu alaykum, Qadam do‘koni, Malika bo‘laman. | Здравствуйте, магазин «Qadam», меня зовут Малика. |
| Size | Qaysi razmer kerak? Odatda qaysi razmer kiyasiz? | Какой размер нужен? Какой обычно носите? |
| Address | Manzilni aytib bera olasizmi? Mo‘ljal ham bo‘lsa yaxshi. | Подскажите адрес? И ориентир, если можно. |
| Unknown answer | Buni aniqlab, sizga qayta qo‘ng‘iroq qilaman. | Я уточню и перезвоню вам. |
| Hold on | Bir daqiqa, hozir qarab beraman. | Одну минуту, сейчас посмотрю. |
| Goodbye | Xaridingiz uchun rahmat, yaxshi kun! | Спасибо за покупку, хорошего дня! |
A sample incoming call: size and exchange
Sado: Assalomu alaykum, Qadam store, this is Malika. I’m listening.
Caller: Do you have the black trainers from your website in size 42?
Sado: Yes, 42 is in. They’re 459,000 so‘m, and we can deliver in Tashkent tomorrow.
Caller: What if they don’t fit?
Sado: The courier waits while you try them on. If they don’t fit, you hand them back or we swap the size. Shall I place the order?
Caller: Yes, please. Chilonzor, block 19.
Sado: Done. Tomorrow between ten and six, and the courier will call first. Thank you!
Notice: one question, one short answer, and a next step every time. The operator doesn’t read out a price list. The store name, price and terms are only an example.
Order confirmation call: checklist
- Check the customer placed the order: “You ordered trainers on our website; is now a good time to confirm?”
- Name the items briefly: model, colour, size, quantity.
- Repeat the address together with a landmark.
- Agree the delivery day and time window.
- Ask how they’ll pay: cash, card or transfer. Never ask for a card number or an SMS code by phone.
- Call as soon as the order arrives, while the customer is still thinking about your store.
Mistakes that break a script
- Rushing through memorised text. The customer wants an answer to their question, not a speech.
- Asking three or four questions at once. Ask one and wait.
- Giving an “about” price. If you’re not sure, check and call back.
- Carrying on in Uzbek when the customer speaks Russian, or the other way round.
- Ending without a next step, so the customer doesn’t know what happens now.
Handing the script to an AI operator
An AI operator for online stores goes through these five parts the same way on every call. Sado’s team sets up the script, questions, prices, delivery and return terms with you. The operator, Malika or Shohruh, speaks in your store’s name and answers in the customer’s language, Uzbek or Russian.
It answers incoming calls in about a second, at night too. When a question isn’t in its information, it doesn’t make up an answer: it says a manager will call back and creates a task. More: AI operator for incoming calls and a voice operator in Uzbek and Russian. Try it live or call 78 778 01 23.
Questions
Should staff learn the script word for word?
No. Learn the order of the five parts and the key phrases, and say the rest in your own words. The facts, though (price, timing, terms), should always be the same.
How do I know which language to use?
From the customer’s first words. Greet in Uzbek; if they reply in Russian, switch. Sado’s operator does the same: it speaks the caller’s language and stays in Uzbek when speech is mixed.
What do I say to someone who asked the price but didn’t order?
Don’t push. Give the price and delivery terms, then one offer: “If you like, we can hold your size for a day.” If they say no, thank them and say goodbye.