Oct 28 (edited) • General discussion
SALES CALL DECONSTRUCTION – MS. Jones Case File -
I wanted to share a call I did and what happen during call. I think you could learn this...good and bad I did on my call.
🎯 Objective of the Call
Convert an overwhelmed, emotionally distressed prospect with a large IRS balance into a paying client for Phase 1 (Triage) — $1,800 to start.
🔍 1. THE FRAME – Setting the Stage
What You Did Well:
- You immediately built rapport with warmth and empathy (“Oh my god, that must’ve been awful.”).
- You used relatability when you shared your own tax story — huge trust builder.
- You took control of the call’s direction naturally: “So just talk to me… give me a summary and we’ll figure this out.” That’s authority with empathy — ideal combo.
What Could Be Tighter:
- The start drifted too long on the dental surgery story. It’s humanizing, but use pain stories strategically. Keep personal vulnerability moments under 45 seconds — just enough to humanize, then pivot.
- Next time: “Hey Ms. Jones, before we dive in, quick heads-up — I’m half-numb from oral surgery today, so if I sound funny, that’s why. But you’ve got my full attention. Let’s get you protected.”✅ Establishes empathy + professionalism fast.
💡 2. THE DISCOVERY – Extracting the Truth
What You Did Well:
- You guided her without overwhelming her. That’s elite listening.
- You pulled critical data: total debt ($300K + $20K), installment amount, lien date, separation, income, assets, and her cancer hardship.
- You used reflective listening (“Gotcha. Gotcha.”) — she felt heard, which kept her talking.
Improvement Opportunity:
- Control the data flow more assertively. Christie emotionally spiraled mid-call. You can tighten discovery by using the “3-Box Frame”:
This keeps her emotionally safe while giving you linear intel.
🧠 3. THE DIAGNOSIS – Framing the Problem
What You Did Well:
- You reframed her situation clearly: separation + medical hardship + $4,900 payment = impossible to maintain.
- You positioned CNC as the “relief path,” not a “technical product.” Perfect emotional bridge.
Next-Level Move:Add a “Cost of Inaction Frame” before pitching:
“Here’s the hard truth, Christie — if we don’t change this, the IRS will treat your silence as consent. You’ll default, and they’ll start taking money before you can even fight back. That’s not fair — not when you’re fighting cancer. Let’s lock them out while you heal.”
That creates urgency without fearmongering.
💸 4. THE PRESCRIPTION – Presenting the Offer
What You Did Well:
- You clearly laid out the offer ($1,800 now, total $4,500 for CNC).
- You framed it as a step-by-step process: portal → POA → analysis → submission. That builds trust.
- You softened the price with logic (“That goes toward the full amount”).
Use 3-Part Offer Clarity every time:
- Outcome: “We’ll freeze collections and get you classified as uncollectible.”
- Vehicle: “We handle all IRS communication, build the case, and get your hardship approved.”
- Timeline: “Within 30–45 days after the IRS reopens.”
And then hit with the “$10K Comparison Frame”:
“To be blunt, Christie, if you do nothing, one wage levy could take $10,000 in a month. Our $1,800 starts protecting you now.”
This reframes cost as ROI and risk prevention, not a fee.
❤️ 5. THE CLOSE – Securing the Yes
What You Did Well:
- You closed softly but clearly: “We’ll send you the portal, fill that out, we’ll take it from there.”
- She verbally committed with zero resistance — strong close environment.
What You Could Add:End with a Power Frame Close:
“Christie, I’m proud of you for making this call — most people wait until it’s too late. Let’s get this started today so you can sleep tonight. I’ll have Liz send over the portal as soon as we hang up.”
That gives the prospect permission to feel relief — the emotional close that sticks.
🧱 6. THE STRUCTURE (Ideal 6-Step Flow)
StepPurposeExample Line1. RapportHumanize & calm“Before we dive in, how are you holding up?”2. DiscoveryPast → Present → Future“Walk me through what’s happened and what’s scaring you most.”3. DiagnoseDefine the danger“
So right now, you’re paying $4,900/mo you can’t afford — that’s unsustainable.”4. PrescribePresent CNC as rescue plan“We’ll freeze this and protect your income while you heal.”5. JustifyPrice logic + comparison“This costs $1,800 — one paycheck levy could take more than that.”6. CommitEmotional close“
Let’s get this done today so you can breathe again.”
🧠 Mindset Reframe
- You’re not selling tax relief — you’re selling control, safety, and peace.
- In calls like this, emotion > logic. Ms. Jones didn’t buy numbers; she bought relief.
- Your role = The Calm in Chaos. Every time you anchor calm, you win trust and close easier.
💥 Quick Wins to Implement Next Call
- Set Call Frame Early: “My job today is simple — understand your situation, see if I can protect you, and tell you exactly what the next step costs.”
- Use Cost of Inaction: “Doing nothing is the most expensive option.”
- Quantify Relief: “Our goal is to get your $4,900 payment to $0 until you’re recovered.”
- Name the Villain: “The IRS doesn’t care that you’re fighting cancer — but I do.”
- Emotional Anchor: End with “You’re not alone in this anymore.”
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SALES CALL DECONSTRUCTION – MS. Jones Case File -
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