What questions should pest control businesses ask new leads?
The questions pest control businesses should ask new leads, in order: what they see, where, how long, property details, urgency, and how to reach them.
Lead qualification and scripts Updated October 16, 2026
Short answer
Ask new pest control leads what they are seeing, where it is, how long it has been happening, whether they have treated it themselves, the property address and type, how urgent it is, and how and when to reach them. Let the caller describe the problem first, then ask only what they haven't already told you.
A good intake call does two things: it makes an anxious caller feel helped, and it gives your team everything they need to schedule or quote without calling back. The questions below cover most residential pest calls.
Start by listening
Open with something like “What are you seeing?” and let the caller talk. Many will answer half your questions on their own. Write it down, then ask only what’s missing. Repeating questions they already answered makes the call feel like a form.
The core questions
- What are you seeing? Get their words: “little black ants,” “droppings in the garage,” “something scratching in the attic.”
- Where is it? Inside or outside, which rooms, attic, crawl space, yard, or near entries.
- How long has it been happening? New activity and long-standing problems often need different approaches.
- How much activity? A few here and there, or a lot every day.
- Have you treated it yourself? Store products can affect what your technician does.
- What’s the property? Address, home or business, rough size, and building type (single-family, apartment, restaurant).
- Is anyone at risk? Stings, bites, allergies, young children, or pets.
- What are you hoping for? A one-time treatment, an ongoing plan, an inspection for a home sale, or a price to compare.
- When can we come out? Preferred days and times, and who will be home.
- Best way to reach you? Confirm the phone number, and ask whether texting is okay.
Pest-specific follow-ups
- Termites: swarmers or wings seen? Mud tubes? Any wood damage? Is this for a real estate transaction?
- Rodents: droppings, noises, or sightings? Where? Any chewed wiring or food?
- Bed bugs: bites or bugs seen? Which rooms? Recent travel or guests? Is it a rental?
- Stinging insects: where is the nest, and how close to doors or play areas?
- Wildlife: what animal, if known? Noises at certain times? Any way in?
What not to do on the call
- Diagnose the pest from a description and promise a treatment.
- Quote a price your team hasn’t approved.
- Ask all ten questions in a row like a survey.
After the call
Read the key details back, tell the caller the next step and when it will happen, and send a confirmation text if possible. The request should reach the office with everything above, so nobody has to call back for missing details.
Where Tinylawn fits
Tinylawn asks these questions the way a good CSR would. As a pest control answering service, it lets the caller explain, keeps what they said, asks only for what’s missing, and adds any custom questions you set. Your team gets a summary, recording, and transcript. A printable version of this script is in our free pest control phone script.