Creating Scripts for Customer Onboarding Calls

Small tweaks in your sales script can turn “no thanks” into qualified sales calls. We reviewed a client’s outbound calls, made five key adjustments, and saw a 20% boost in engagement. Here’s what worked: 1. Start with a Permission-Based Opener Jumping straight into the pitch made prospects feel cornered, often leading to resistance. What We Changed: We switched to a permission-based opener like, “Hey, this is (name) from (company), we haven’t spoken before, I’m calling you out of the blue, but it'll take me 30 seconds to tell you why I called and then you can tell me if you even want to keep talking after that, does that sound fair” This gave prospects control and set a respectful tone. Prospects felt more comfortable and engaged when they had the option to continue, leading to smoother, more productive conversations. 2. Use “You” Instead of “We” The scripts were too brand-focused with “we” and “our” statements, making it sound impersonal. Shifting to “you” language made a huge difference. Instead of “We offer the best solution,” we said, “You deserve a solution that actually fits.” Prospects felt the call was about them, not us. 3. Add Specific Social Proof Generic claims weren’t cutting it. Instead of “We’ve helped hundreds,” we got specific: “Last quarter, we helped [X industry] achieve [result].” Specifics boosted credibility and helped prospects see the potential value for themselves. 4. Ask Open-Ended Questions Closed questions led to dead-ends. We replaced “Do you struggle with [problem]?” with “What challenges are you facing with [problem]?” This invited prospects to share more, making the conversation richer and helping us respond better. 5. Frame Price with Value Mentioning price early often scared people off. Instead, we tied price to benefits: “With an investment of $X, you can achieve [result].” Positioning price in correlation to perceived value kept the conversation moving forward. These small changes led to big improvements in qualified booked appointments. ___________________________________ Follow Dylan Rich for more tips on scaling your sales team

Struggling with discovery calls? This one mental change can make the world of difference - Treat the call not as a way to sell or get to BANT or qualify. Instead, treat the call as someone giving you time to help them solve a challenge. Approach the call with the questions you’d need to ask to help them solve a challenge. The conversation will change so quickly because the call will become about them, not about you. **************************** Two quick scripts: Inbound: “I can tell you a million things about us, but would love to hear from you first - what challenges are you working through, what priorities do you have for the year ahead - would love to start there, if that’s okay?” Outbound: “I can tell you a bit about (business line that hooked the call) but would love to hear your challenges/priorities first, or to hear what I can share with you that would make the best use of your time today.” Both scripts: either ask for permission or ask them to kick us off typically get a deep sigh and then a looong stream of consciousness reply telling you exactly how to sell give you answers that circle around business pain (rare to get) over features/benefits (the standard, and where most calls go wrong). Bonus: once you know what they want, you need to understand WHY they want it and who not solving it is impacting. This is how you start to monetize pain, multithread, and build value. #samsales #perfectdiscoverycall

Scripting for creating next steps is your intentional way of guiding the recruit toward clarity and commitment. It’s not pushy.  It’s planned.  Here's how it works: Affirm and Create Alignment: “This has been a great conversation. I can see we’re aligned in a lot of areas.” Restate What You Heard “You mentioned that leadership and support are really important to you.” Introduce the Next Step Clearly “Would it make sense to schedule a deeper conversation where I walk you through how we’re different in those areas?” Get Agreement “What does your schedule look like next week for 30 minutes?” Clarify the Goal of the Next Step “That call would be all about showing you what it would feel like to be here, no pressure.” I often say that a key in recruiting is sequencing.  Always having a clear plan for the next move, avoiding vague or passive closes like, “Let me know if you're ever interested.” That kills momentum. Scripting these steps in advance increases conversions. Why??? …..Because it removes confusion and creates momentum. Here’s why: Clarity creates confidence People move forward when they know what’s next. Leaders lead When you guide, you’re seen as trustworthy and credible. Reduces friction No awkward pauses or uncertainty and creates a smooth transition. Avoids open loops Unclear endings lead to ghosting. Clear steps keep conversations alive. Builds expectation When you set the next step, you create a reason for follow-up. When you own the path, more people follow it.