The six-step call
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.
The standard
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.
What good sounds like
“Fact: The buyer said, ‘Return calls often wait until evening.’ Next action: Send the after-hours call demonstration invite. Owner: the learner. Due: today.”
“Interpretation: The delay may be affecting trust. This has not been confirmed with the buyer.”
What bad sounds like
“Good call. The buyer is interested. Follow up soon.”
“They need Eden because their office cannot handle calls.”
Buyer drill
Eve gives you a short call with a fact, an opinion, a promise, and a next action. Write a record that another learner can use without hearing the call.
No real customer is ever contacted during practice.
Reflection
Can another person find every promise, owner, and due point? Which sentence is an interpretation rather than a fact?
The complete call
The learning circle