Live Rep Script
Use this while running the call. The wording is pulled from the source page and organized so you do not have to hunt for the next thing to say.
Rep objective
Open soft. Do not pitch yet. Let the prospect talk first.
Ask discovery questions until you understand services, customers, lead sources, pricing, and customer value.
Write down exact phrases they use; those phrases become closing material later.
The Psychological Purpose
Take Notes
Original training context for this page
What This Phase Is Really About
The Zoom intro is not the pitch. It is not the place to start proving how smart you are. It is the place to make the prospect feel comfortable, seen, and understood.
Up until this point, the prospect may have only seen a website, an ad, a message, a referral, or a calendar invite. This is the first time they are experiencing the salesperson as a real person.
The goal is to create comfort, lower resistance, and gather information that will help you close later.
Timing
Do not let this phase drag. Four to five minutes is usually enough.
You want to ask as much as you can while they are still engaged. When you see them getting bored, when their answers get shorter, when their eyes drift, or when they seem like they are waiting for the point, move on.
The intro should feel gentle and fun, not like an interrogation. Watch them. Do not look busy, pay attention.
The Psychological Purpose
People do not usually buy from someone they feel is rushing them. They buy from someone who makes them feel understood.
When you ask simple, natural questions about their business, they begin to feel seen. (Think like an investor. Pretend you are about to put your own money into a business like theirs. What would you need to know before you invested? That is the mindset behind discovery. You are not asking random questions. You are learning how the business makes money, who their best customers are, what a good lead is worth, and what kind of growth would actually matter to them.) They also begin explaining their own problems out loud. That matters because a person is more likely to accept a solution when they have first described the problem in their own words.
This phase also gives you control of the conversation without making the prospect feel controlled. By asking questions, you are leading the call, but in a soft way.
“Before I show you anything, I just want to understand your business for a minute.”
“What services does your business offer?”
“What type of customers do you usually serve?”
“How are you currently getting most of your leads?”
“What products or services do you sell the most?”
“What do those usually cost?”
“What does a good customer mean to your business financially?”
What the Rep Is Trying to Learn
The rep needs to learn as much as possible about the prospect’s business in a short amount of time. The most important details are the business services, customer type, current lead sources, products sold, price points, and what a single good customer is worth.
These questions are not random. They help the rep understand the prospect’s current situation, their customer type, their offer, their pricing, and the value of each lead. Later in the sales process, this information can be used to show why the solution makes sense.
For example, if they tell you one customer is worth $3,000, later you can help them understand that gaining even a small number of additional customers could create a strong return.
Take Notes
Take notes during this phase. Write down the exact words the prospect uses when describing their business, customers, pricing, problems, and lead sources.
Their own words are powerful. Later in the call, repeat those words back to them. This makes the prospect feel understood and helps connect your solution directly to what they already told you.
“Earlier you mentioned that most of your leads come from referrals, but you want something more consistent.”
That kind of statement works because it is not a generic sales pitch. It is based on their reality.
The prospect feels relaxed, the rep understands the business better, and the rep has clear notes that can guide the rest of the conversation.