Confirmed the next steps Used open- ended questions Offered a solution based on client needs Closed the call professionally Key Details of the Appointment Stayed on topic Gave clear instructions Provided additional information Used positive language Summarized key points of the conversation Greeting & Recap Kept the conversation focused Built rapport naturally Urgency Asked a probing question Handled a challenging question Thanked the client Reaffirmed the client’s interest Actively listened to the client Used the client’s name Used a friendly tone Handled objections effectively Clarified the client’s needs Followed the call flow Asked for feedback Showed product knowledge Showed patience Summarized the resolution Acknowledged client concerns empathetically Confirmed the next steps Used open- ended questions Offered a solution based on client needs Closed the call professionally Key Details of the Appointment Stayed on topic Gave clear instructions Provided additional information Used positive language Summarized key points of the conversation Greeting & Recap Kept the conversation focused Built rapport naturally Urgency Asked a probing question Handled a challenging question Thanked the client Reaffirmed the client’s interest Actively listened to the client Used the client’s name Used a friendly tone Handled objections effectively Clarified the client’s needs Followed the call flow Asked for feedback Showed product knowledge Showed patience Summarized the resolution Acknowledged client concerns empathetically
(Print) Use this randomly generated list as your call list when playing the game. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.
I-Confirmed the next steps
O-Used open-ended questions
O-Offered a solution based on client needs
G-Closed the call professionally
G-Key Details of the Appointment
B-Stayed on topic
O-Gave clear instructions
I-Provided additional information
B-Used positive language
N-Summarized key points of the conversation
N-Greeting & Recap
G-Kept the conversation focused
N-Built rapport naturally
O-Urgency
I-Asked a probing question
G-Handled a challenging question
O-Thanked the client
N-Reaffirmed the client’s interest
G-Actively listened to the client
B-Used the client’s name
B-Used a friendly tone
I-Handled objections effectively
I-Clarified the client’s needs
I-Followed the call flow
O-Asked for feedback
N-Showed product knowledge
B-Showed patience
G-Summarized the resolution
B-Acknowledged client concerns empathetically