What should be done during the open call phase of the ideal call structure?

During the open call phase of the ideal call structure, it is essential to establish a rapport with the customer and set the tone for the conversation. Greeting the customer, identifying yourself and the customer, and managing expectations are critical steps in this process. This phase serves as an introduction and lays the groundwork for effective communication throughout the call.

Greeting the customer makes them feel acknowledged and valued, which can enhance their overall experience. Identifying yourself and confirming who the customer is ensures clarity and personalization in the interaction. Managing expectations allows you to inform the customer about the purpose of the call, what they can expect during the conversation, and how long it might take. This transparency helps build trust and facilitates a more productive discussion.

In contrast, asking leading questions to close the sale would be more appropriate in a later phase of the call, once rapport has been established. Providing detailed product descriptions could overwhelm or confuse the customer without first understanding their needs. Confirming customer information and providing a summary typically comes at the end of the call to ensure all points have been covered effectively.