Universal Call Opening and Closing

Before you dial

• CRM record open: name, phone, address, source, previous notes and dispositions
• Local time checked for the contact: inside the permitted calling window for both phone and address zones
• Contact is not coded DNC, and attempts today are within the limit
• Your track script and Client Cheat Sheet open
• Pronunciation of the name and town checked
• Tracker running with a task note; headset tested
• One breath, sit up, smile

The flow: outbound opening

1. Identify yourself and confirm the person

You: "Hi, this is (YOUR NAME) with (COMPANY NAME). Am I speaking with (CONTACT FULL NAME)?"

Why it works: you say who you are before asking anything, which is honest, required in many states, and less suspicious than "Is this John?"

If they say "Yes, this is them"

Go to step 2.

If they say "Who's asking?" or "Who is this?"

You: "Sure. My name is (YOUR NAME), and I'm calling on behalf of (COMPANY NAME). I'm trying to reach (CONTACT FULL NAME). Is that you?"

Stay calm and clear. Repeat slowly if needed.

If they say it's not them, but they know the person

You: "Thanks for letting me know. Is there a better number or time to reach them?"

Do not share the reason for your call with anyone other than the contact, unless your campaign script allows it. Leave only your name, company and number if they offer to pass a message. Note it in the CRM.

If they say "Wrong number"

Use the script "Stop, Do-Not-Call and Wrong Number Requests". Apologise, end politely, code WRONG.

2. Recording disclosure and reason for the call

You: "Just so you know, this call may be recorded for quality. I'm calling about (REASON IN ONE SHORT SENTENCE, FROM YOUR TRACK SCRIPT)."

Why it works: the disclosure is required and builds trust when said plainly. A one-sentence reason answers "why are you calling?" before they ask.

3. Ask permission to continue

You: "Do you have a couple of minutes now, or is there a better time to talk?"

Why it works: people who agree to talk listen better. People who feel trapped look for a way out.

If they say "Now is fine"

You: "Great, thank you. I'll keep it short."

Move into your track script.

If they say "Not a good time"

You: "No problem at all. When would be better for you, later today or another day this week?"

Book a specific time inside the permitted calling window in their time zone. Confirm it:

You: "Perfect. I'll call you on (DAY, DATE) at (TIME) your time. Thanks, and have a good one."

Code CB with the time and zone.

If they ask "How did you get my number?"

You: "That's a fair question. (YOUR CAMPAIGN'S APPROVED, TRUTHFUL ANSWER, FOR EXAMPLE: YOUR NUMBER CAME FROM PUBLIC RECORDS LINKED TO THE PROPERTY, OR FROM THE REQUEST YOU SUBMITTED ON OUR WEBSITE). If you'd rather not be contacted, I can remove your number right now."

Never invent a source. If you do not know, say: "I don't have that detail in front of me, but I can find out and let you know."

If they ask "Is this a robot?" or "Is this a recording?"

You: "No, I'm a real person. My name is (YOUR NAME)."

If they ask "Where are you calling from?"

You: "I'm with (COMPANY NAME). We work with (CUSTOMERS, FOR EXAMPLE HOMEOWNERS) all over (MARKET). I'm here to help with (REASON)."

Coach's note: How you answer location questions depends on the client. Use the client's approved wording. Never mention your own country.

If they say "Stop calling me" or "Take me off your list"

Stop immediately. Use the script "Stop, Do-Not-Call and Wrong Number Requests". Code DNC before your next dial.

The flow: inbound opening

1. Greet, identify and disclose

You: "Thank you for calling (COMPANY NAME), this is (YOUR NAME). Just so you know, this call may be recorded for quality. How can I help you today?"

Why it works: the caller knows they reached the right business and who is helping them, in under ten seconds.

2. Get their name and confirm the reason

You: "I'd be happy to help with that. May I have your name, please?" You: "Thank you, (CALLER NAME). So you're calling about (REASON IN THEIR WORDS). Is that right?"

3. Verify before sharing account details

If the call involves an existing account, order, job or file, verify identity using your campaign's verification steps before sharing or changing anything.

You: "To protect your account, could you confirm (VERIFICATION DETAIL FROM YOUR PLAYBOOK)?"

If they cannot verify

You: "I'm sorry, I'm not able to share account details without verification. That's to protect you. I can take a message for the account holder, or you can call back with (DETAIL NEEDED)."

The flow: closing (every call)

1. Summarise

You: "Let me make sure I have everything right. (TWO OR THREE KEY POINTS IN SHORT FORM). Did I get that right?"

Why it works: it shows you listened, catches mistakes while the person is still on the line, and makes your CRM note accurate.

2. Confirm one clear next step

You: "So the next step is (ACTION) by (WHO) on (DAY, DATE) at (TIME) your time."

Always say the day and date, and "your time".

3. Confirm the best contact details

You: "Is this the best number to reach you? And is there a good email for any confirmation?"

Read back numbers in groups and spell emails with the phonetic alphabet.

4. Offer more help, thank them, and let them hang up first

You: "Is there anything else I can help with today?" You: "Thanks so much for your time, (FIRST NAME OR MR./MS. LAST NAME). Have a great rest of your day."

Why it works: a calm, warm ending is what people remember. Letting them hang up first means you never cut off a last question.

If the person was not interested (and did not ask to stop)

You: "I completely understand. Would it be alright if we checked back in a few months, or would you prefer we didn't?"

If they prefer you do not, code DNC. If they agree, code NI or follow-up as your campaign sets, with the date. Then thank them and end.

If the call ends with an appointment

You: "You're all set for (DAY, DATE) at (TIME) your time with (ROLE, FOR EXAMPLE OUR PROJECT MANAGER). You'll get a confirmation (BY TEXT OR EMAIL, IF APPROVED). If anything changes, just call us at (CALLBACK NUMBER)."

Objections at the opening

They say	You say	Then
"What's this about?"	Give the one-sentence reason from step 2, plainly	Ask permission to continue
"I'm busy."	"No problem. When's a better time today or this week?"	Book a callback in their window
"Just send me something."	"Happy to. What's the best email? And so I send the right thing, can I ask one quick question?"	Follow your track script; note the email
"Are you trying to sell me something?"	Answer honestly in one sentence what the call is about, from your track script	Ask permission to continue
"I'm not interested."	"Understood. Would it be alright if we checked back in a few months, or would you prefer we didn't?"	NI or DNC as they choose
"Stop calling."	"Understood. I'll remove your number right now. Sorry to bother you."	Code DNC immediately

For industry-specific objections, use your track's objection handbook in the Script Library.

After the call

Enter the disposition code immediately, then the note within 5 minutes, using the Narqix format:

(DATE) (TIME AND ZONE) · (OUTBOUND OR INBOUND) call · (OUTCOME CODE)
Who: (NAME AND ROLE), right party confirmed: Yes or No
What happened: (2 TO 3 SENTENCES)
Key details: (FACTS GATHERED)
Promised: (WHAT AND WHEN, IN THEIR TIME ZONE)
Next step: (ACTION) by (OWNER) on (DATE, TIME AND ZONE)

Set the CRM task for the next step so it fires at the right time in the contact's zone.

Check yourself

1. What three things do you say in the first 15 seconds of every outbound call?
2. Someone who is not the contact answers. What do you share?
3. How do you confirm a callback time?
4. What do you say if asked "Is this a robot?"
5. Who hangs up first at the end of the call?

Answers

1. Your name, the company name, and (after confirming the person) the recording disclosure and reason for the call.
2. Only your name, company and callback number. Not the reason for the call, unless your campaign script allows.
3. Day, date, time, and "your time", repeated back, then coded CB with zone.
4. "No, I'm a real person. My name is (YOUR NAME)."
5. The customer.

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