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Weiss Ratings

Call Process

The complete call framework from pre-call preparation to post-call follow up. Includes booked call protocol, no-show handling, and calling guidelines.

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1

Pre-Call Preparation

2 to 3 minutes

Before you dial, you prepare. Every call starts before the phone rings.

Checklist

Review the lead in Salesforce: source, products owned, call history, notes from previous reps
Check CSUM for subscription status and payment history
Identify the most likely product match based on their profile
Set your intention: what is the one thing you want to accomplish on this call?
Get into state: stand up, take a breath, remind yourself why this matters

Pro Tip

The best reps spend 2 minutes preparing and save 10 minutes on the call. The worst reps dial cold and waste everyone's time.

2

Opening & Rapport

30 to 90 seconds

You have 30 seconds to earn the right to a conversation. Do not waste them on a script that sounds like a script.

Checklist

Warm, confident greeting. Use their name. State yours and Weiss Ratings
Reference their specific inquiry or action that triggered the call
Ask a permission question: 'Do you have a couple minutes?'
If they say no, schedule a callback. Never push past a 'not now'
If they say yes, transition to discovery with an open-ended question

Pro Tip

Your voice in the first 5 seconds tells them everything. If you sound like you are reading, they are gone. If you sound like a real person who cares, they stay.

3

Discovery & Deep Conversation

5 to 15 minutes

This is where the sale is made or lost. The deeper you go, the easier the close. Most reps skip this and go straight to pitching. Do not be most reps.

Checklist

Ask about their current investment situation and concerns
Listen for emotional triggers: fear, frustration, confusion, hope
Go deeper on every answer. 'Tell me more about that' is your best friend
Identify their specific pain point and connect it to a Weiss solution
Confirm understanding: 'So what I am hearing is...'

Pro Tip

The prospect who talks the most buys the most. Your job is to ask great questions and then shut up. The silence after a question is where the truth lives.

4

Presentation & Close

3 to 7 minutes

Present only after you understand their pain. Present only the product that matches. Close by making the next step obvious.

Checklist

Connect the product directly to their stated pain: 'Based on what you told me about [pain]...'
Explain the value in their language, not yours
Address the price in context of what they are protecting
Ask for the close: 'Let us get you started today'
After asking, stop talking. Let them respond

Pro Tip

If the close feels forced, you did not do enough discovery. Go back to Stage 3. A good close is the natural conclusion of a great conversation.

5

Post-Call & Follow Up

2 to 3 minutes

What you do after the call determines whether the sale sticks and whether the next sale happens.

Checklist

Update Salesforce immediately. Notes, outcome, next steps
If closed: process in Zuora, send confirmation, set expectations
If callback: schedule the specific date and time, add to tasks
If objection: log the specific objection for your debrief
If no answer: log attempt, schedule next touch in the follow-up sequence

Pro Tip

Your CRM is your memory. If it is not in Salesforce, it did not happen. The rep with the cleanest CRM closes the most deals because they never lose a warm lead.