What good sounds like
Clear, useful language
“What happens now when a customer calls while everyone is on a job?”
“You said the return call often waits until evening. What does that delay change for the customer?”
The six-step call
UNDERSTAND
Ask one question at a time. Start with the buyer's present process. Then find the cost, delay, risk, or frustration inside it. Use the buyer's words when you confirm what you heard.
The standard
What this step must do
Ask one question at a time. Start with the buyer's present process. Then find the cost, delay, risk, or frustration inside it. Use the buyer's words when you confirm what you heard.
What bad sounds like
Language to stop and retry
“You miss calls and lose jobs because nobody answers, right?”
“How do calls, estimates, scheduling, follow-up, and payments work?”
Buyer drill
Practise with Adam and Eve
Eve first says that the current process works fine. Ask one question at a time until you can state the process and its effect in her words.
No real customer is ever contacted during practice.
Reflection
Use evidence from the drill
Which question found a fact that you did not have at the start? Quote the answer without adding your own conclusion.
The complete call
Move through all six steps
The learning circle