Reflection
Use evidence from the drill
Which step changed the direction of the call? Quote the words that caused the change. Name one step to repeat.
Foundation unit
The six-step call
Build one reliable conversation from PREPARE through RECORD.
Lessons
PREPARE
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.
Open lessonUNDERSTAND
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.
Open lessonPERMISSION
Ask before you continue, change the subject, explain an offer, or book time. A clear no ends that part of the conversation. Permission keeps the buyer in control of their time.
Open lessonLISTEN
Let the answer finish. Name the important fact and the feeling without adding a claim. If the answer is vague, ask for one example instead of making an assumption.
Open lessonBOOK
Offer one next action that fits the need. Confirm the purpose, people, date, time, and channel. If a meeting is not useful, state the correct next action instead.
Open lessonRECORD
Write the need, the buyer's exact language, the promise made, the next action, and the owner of that action. Separate a fact from an interpretation. A good record lets the next person continue without making the buyer repeat the story.
Open lessonBuyer drill
Practise with Adam and Eve
Adam plays a busy owner whose first answer hides the real problem. Complete all six steps without rushing to the offer. Eve can coach mid-call when you ask.
No real customer is ever contacted during practice.
The learning circle