The six-step call
Read the approved business facts, the offer, the reason for the call, and the stop conditions. Write one useful outcome before the line opens. Never fill a missing fact with a guess.
The standard
Read the approved business facts, the offer, the reason for the call, and the stop conditions. Write one useful outcome before the line opens. Never fill a missing fact with a guess.
What good sounds like
“I am calling because you asked to see how Eden handles missed calls. My goal is to learn how calls work today and decide whether a demonstration would be useful.”
“The brief does not say who owns after-hours calls. I will ask instead of assuming.”
What bad sounds like
“I will start with the whole pitch and work out what matters as we go.”
“They probably lose a lot of work after hours, so I will say that in the opening.”
Buyer drill
Adam gives you a call brief with one missing fact and one clear stop condition. State your purpose, useful outcome, first question, and the fact you must not guess.
No real customer is ever contacted during practice.
Reflection
Which part of your plan came from the brief? Which part still needs an answer before you can say it?
The complete call
The learning circle