DISCOVERY CALL

Flow Script

NICOLE CRAMER
HEALTHY STEPS WITH NICOLE

Prepared by Nolan Yancy MARKETING PROPOSAL

Hi Future Sales Superstar!

I’m so happy you’re taking the time to set yourself up for success on
your discovery calls. You have your hands on a super powerful tool that
can truly help you move your business forward. This discovery call flow
script is meant to serve you by providing structure and support for the
flow of a discovery call. Every call you have will be different but this
script gives you the right framework so that each call can have the
necessary components for success. You should focus on being real and
present on every call while using this script as an outline to guide you.

The way to guarantee success on a discovery call is to make sure you’ve

given yourself plenty of practice before you get on the actual call. You’ll
decrease your nerves and feel prepared for every call if you have plenty
of practice and experience. This script is a perfect opportunity to guide
you through a practice call while helping you feel more comfortable with
what’s expected for success on an actual call. And because this isn’t an
exact formula but rather a “flow” of how the call should go, it gives you
the freedom and flexibility to customize the script to your preferences
and business specifics.

Happy and Healthy Selling!

All my love,

Nicole
Expectations

A few things to keep in mind about discovery calls,

open ended questions, & expectations you should
have for how you can use this tool for success:

A DISCOVERY CALL IS A TRUE

DISCOVERY.
It should be for you to discover if you can help
them and if they’re really your ideal client.

BE YOURSELF!
You can’t say the right thing to the wrong person
and you can’t say the wrong thing to the right
person. Your clients will choose you because of
the energy they feel attracted to when you’re
being your true self.

YOU MIGHT MAKE A SALE, BUT

YOU ARE NOT SELLING ON THIS
CALL.
Your job is to earn the right to make a
recommendation, not to push them into doing
something that is not the right fit for their needs
(or yours!).

THIS IS NOT A FREE COACHING

CALL.
The purpose of the call is to discover if working
together makes sense.

THIS ISN’T A PERFECT FORMULA.

There is no formula that guarantees success -
otherwise everyone would do it.

THIS IS A GUIDELINE FOR THE

GENERAL FLOW OF A DISCOVERY
CALL.
Customize it so that it fits you, your personality,
your business, and your specific objectives you’re
trying to accomplish on the call.

HEALTHY STEPS WITH NICOLE

Expectations continued...

IT’S NOT A ONE SIZE FITS ALL.

This script is not meant to be a comprehensive
solution to everything and anything that may
come up on a call. My coaching programs will give
you that extra support and practice you need for
navigating through discovery calls and getting
clients.

PRACTICE, PRACTICE, PRACTICE

This script is meant to help you get comfortable
with how to conduct yourself on a call and feel
excited about the opportunity to discover new
clients! But you must practice if you desire
success.

GET THEM TO A DECISON!

The key to a successful call is to discover if the
energy is right for working together and then
always help them arrive at a decision by the end
of the call.
If there’s more to talk about schedule a follow-up
call within 24-48 hours max (and then reconnect
them to their pain points and desires)

BE PRESENT AND BE CONFIDENT.

Stay conversational, stay in the moment, call out
any elephant in the room.

NO COULD ACTUALLY MEAN NOT

RIGHT NOW.
For the No’s offer them a free resource and
schedule a check-in in 30 days.

NO BEGGING!
If you feel yourself in a “convincing” energy, you
need more information. Ask more questions. Do
NOT try to convince anyone to work with you.
That decision will come naturally.

HEALTHY STEPS WITH NICOLE

 How it Works

Here’s how this flow script works - a

discovery call is made up of a few
main components with questions to
support each component. The majority
of the time you’re on a discovery call,
you’ll be asking questions and then
sitting back and being an active
listener. The information you need to
make the call a success is hidden in the
answers to the questions you ask, so
listening is of the utmost importance.

Most people worry about what to say

on a discovery call but you shouldn’t
be doing very much talking! The
questions are the real tools you need
and the answers to the questions will
tell you everything you need. So the
trick is to be prepared with great
MOST PEOPLE
questions!
WORRY ABOUT
There are multiple questions given for
each section, but I suggest you choose WHAT TO SAY ON A
1-2 questions to accomplish the goal
in each section. DISCOVERY CALL BUT
Each call will be its own unique YOU SHOULDN’T BE
conversation and you can mix and
match the questions freely and as DOING VERY MUCH
needed to discover the information
you’re looking for. TALKING!

HEALTHY STEPS WITH NICOLE

eniltuO tpircS

wolF llaC yrevocsiD

OUTLINE

WARM GREETING................................... 7
ADDRESS COMMON OBJECTIONS......... 8
FRAMING THE CALL............................... 9
PAIN POINTS.......................................... 10
WHAT HASN’T WORKED........................ 11
COMMITMENTS, VISIONS, & DESIRES... 12
CONSEQUENCES.................................... 13
SHARE THE SOLUTION........................... 14
THE INVESTMENT................................... 15
CLOSE THE DEAL.................................... 16
 Warm Greeting

This is where you welcome them to the I’d love to know - What was it was about
call and state your intention. You can be me and my content that led you to
personable and friendly during this scheduling this call?”
section, and I would absolutely
recommend it, but be aware of not “Thank you so much for taking the time
spending too much time having a to talk to me, I’m really looking forward
“conversation with a friend”. This is a to getting to know you a little bit better
business call with a specific intention and and to understand your health goals. I’m
you want to be respectful of everyone’s curious - what would make this call a
time. success for you?”

SAMPLES: “I’m grateful you set aside time for us to

“I’m so happy to be on this discovery call chat. I’m interested to hear about the
with you and I’m looking forward to transformations you’re looking to
finding out how I might be able to experience and discuss how my coaching
support you in your weight loss goals. I’m can facilitate the results you desire. What
curious, what about me and what I offer about my programs/offerings makes you
made you interested in this call?” feel we’d be a good fit to work
together?”
“It’s great to be on this call and have the
opportunity to get to know you better. I
appreciate the opportunity to discuss
how my services can help you with your
stress levels at work.

HEALTHY STEPS WITH NICOLE

Don't Let the Objections Overcome You

Right after the warm greeting, take the opportunity to ask questions around the objections
that you think might come up. You don’t want to ask all of these questions and you don’t
want to do it in a confrontational way, but with a conversational energy. You’re fact finding
for what you’ll need to know about their level of interest. Feel out the situation on the call by
testing the waters with a few clarifying questions to help you understand how committed
they are to hiring support to help them make the changes they desire. And don’t come to the
call expecting every objection under the sun - if that’s the case then you have the wrong
person on the phone and they’re not actually your ideal client! You shouldn't get too many
objections if you have been clear with your messaging and content and you’ve been
straightforward about what you’re doing and who you’re trying to serve. So remember, these
questions are to clear the air around things that you think may stand in the way of working
together. You’re also going to have the answers in their words so you can use their words in
your discussion if they show resistance at the end of the call.

SAMPLES:
“On a scale of 1-10, how important is it to you to feel better and achieve improved health?”

“How does your family feel about these changes you’re looking to make?”

“Who else does this transformation affect in your life? How does (that person/those people)
feel about you making these changes?”

“Are you prepared to make a financial investment right now?”

“Have you reviewed my coaching packages on my website?”

“If your husband was explaining your current health situation to someone, what do you think
he might say?”

“Say you achieve everything you’re hoping to achieve with improving your health, what
reservations does your husband have to you being successful with this?”

“Do you have the time to dedicate to making these changes in your life?”

HEALTHY STEPS WITH NICOLE

 Framing the Call

You are responsible for setting the At this point, the person you’re on the
agenda for the call. You want to have phone with is already interested in
the mutual understanding that you’re on working with you which is why the call
a call to discuss the potential of working was scheduled. It’s up to you to guide
together. There shouldn’t be any them on the call and coach them through
surprises or discomfort when you ask for making the best decision for themselves.
the business and they’re like “oh, I didn’t
know I was on a sales call”.

SAMPLES:

“So this is the way the call will work.

I’m going to start by asking you some
questions from your health history and
then we’ll discuss my programs and
we’ll see which one is the best option
for you. How does that sound?”

“The agenda for the call is to find out

what health goals you’re looking to
achieve and discuss the opportunities I
have available to support you with
your goals. Does that sound ok with
you?”

“On this call we will discuss your health

concerns and the ways my work can
serve you in achieving improved
health. Do you have any questions
before we begin?”

HEALTHY STEPS WITH NICOLE

 Pain Points

If you do health histories, intake SAMPLE QUESTIONS

forms, discovery call
questionnaires, etc. this is the You mentioned X,Y, and Z in your
place where you’ll discuss their health history. Which one of those
answers and ask questions would be the one that would make
around their answers. You’ve the biggest difference for you right
already reviewed their info, but now?
this is your opportunity to ask If you could have (more energy,
them questions to get to the balanced hormones, etc.) what
reason behind the need. That would change in your life?
means, you’re trying to find out What’s the worst part about this for
WHY they want to lose the you?
weight, WHY they want to What makes this important to you?
balance their hormones, WHY Where do you feel stuck?
they want to feel less stress at What is most comfortable about
work. Don’t just assume that “it’s where you are now?
because they want to feel better”. What is the most uncomfortable?
This is actually not the case - What is the most pressing thing
there is always another reason happening right now?
behind the initial one they And then what….?
provide. For example, losing How is this significant?
weight is a challenging and Can you say more about that?Why is
sometimes painful process and this a problem?Could this be a
nobody wants to go through that symptom rather than a source?
just to go through it - losing the How does this serve you?
weight is their answer to What could these feelings be trying
something else in their life and its to tell you?
your job to figure it out. It’s What’s the best part about this for
somehow tied into their feelings: you?
wanting to prove something to an What would be the very first sign
ex or a friend, a desire to have a that things are getting back on
better relationship with their track?
partner, a desire to feel more What would be available to you if….?
confident at work, etc. What would success look like?
I love the effort you’ve put into
working with other coaches &
solutions, so what is it about me and
my coaching that leads you to
believe it will work this time?

HEALTHY STEPS WITH NICOLE

 What Have

They Tried
A business proposal is a written offer
from a seller to a prospective buyer.
Business proposals are often a key step
in the complex sales process—i.e.,
whenever a buyer considers more than
price in a purchase.

A proposal puts the buyer's

requirements in a context that favors
the seller's products and services. and
educates the buyer about the
capabilities of the seller in satisfying
their needs.

SAMPLE QUESTIONS:

What have you tried in the past to

(get more energy, lose weight, etc.)?
Why do you think your previous
efforts didn’t work out?
What’s different today?
What happens if this doesn’t work
out again?
Why haven’t you made this a
priority before?
Why haven’t you done this on your
own?
How will it be different once you
have a solution?
What needs to change to make this
happen?
What do you think will be different
about working with a coach?

HEALTHY STEPS WITH NICOLE

 Commitments, Visions,

and Desires

Find out how they want to feel, what their visions

and desires are for their life once they make these
changes, and what their level of commitment is to
making these changes happen and showing up for
themselves.

SAMPLE QUESTIONS:
What is it about me and my program that leads
you to believe this is the right fit?
What are you willing to do to ensure this
experience with me will be the one that works?
What does good health (better health) look like to
you?
What will it feel like to achieve the transformation
you desire?
Can you imagine yourself in three months with
(more energy)?
What will you be doing differently once you
achieve these results?
What is the ideal outcome of working with me?
How do you expect you’ll feel when you reach
your goal?
How does this transformation improve the way
you interact with the people in your life?
When do you plan to do this by?
What would success look like?
Feel like?

HEALTHY STEPS WITH NICOLE

 Consequences

This is where you get to connect them to In three months, what will your life be
the emotions behind the desires and like if you don’t make these changes?
visions they’ve just mentioned. You need How will it feel to be in the same spot
to ask what will happen if they don’t in three months?
achieve these desires and visions. People What do you think the next step
make decisions based on emotions first should be?
and logic second. So if you connect them What would you need in order to
to what is important to them move forward and out of this feeling
emotionally, you’ll be helping them to of being stuck?
step out of their fears and into their How are you stopping short of
feelings for why this change is necessary. following your dreams?
Who else does it influence when you
SAMPLE QUESTIONS fail to go after your true desires?
What happens if this doesn’t work What would you tell a friend in your
out? situation?
What happens if you don’t make What do you think you should do to
these changes? make sure these consequences don’t
What are you willing to do to ensure happen?
this experience with me will be the How does this serve you to stay
one that works? where you’re at?
What is it worth to you to make this What consequences will you be faced
transformation? with if you fail to take action?
What will happen if we hang up and What is the worst part about this for
you don’t follow up with me? you?

HEALTHY STEPS WITH NICOLE

 Share the Solution

At this point they’re interested in how And still more important than focusing
you can help them avoid the too much on your features and benefits,
consequences and achieve their goals. is to keep them connected to their
They’re committed to their dreams and visions and how what you offer will help
visions and ready to say yes to taking them get there. Use their words! Reflect
action to make them come true. So this back to them what they told you during
is where you confirm that they’d like to your conversation. Once you describe
hear about your packages/offerings. In everything, ask them if they’ve made a
this section you get to tell them about decision about going for their
your features and benefits of your goals/dreams/visions
package while still asking qualifying
questions.

SAMPLES QUESTIONS:
How does all of this sound?
You’ve told me everything you’re looking
for and now you know how my package can
serve you. Is there anything that will hold
you back from going for your dreams?
Of the packages I’ve described, which one
sounds like the one you would like? Why?
Now that I’ve described my program, what
about it sounds most interesting to you?
You’ve heard how my services can address
exactly what you’re interested in
transforming. What are your thoughts on
working together to achieve your goals?
What would hold you back from prioritizing
your dreams and moving forward with this
today?
You’ve confirmed that what I just described
is exactly what you need. When would you
like to start working together?
If you know this will help, are you interested
in working with me?

HEALTHY STEPS WITH NICOLE

The Investment

This is the part of the conversation where you talk about the investment in your coaching
programs. To be perfectly honest, this part shouldn’t be a surprise to them at all because you
should already have this information on your website. And if they’ve seriously considered
working with you then they’ve done their homework and they know about your packages
and rates because they’ve seen it on your website. They know they want to work with you,
they just need some coaching through making the decision to invest in themselves. At this
point, you’ve asked all the right qualifying questions and you know they’re interested in
moving forward with you. So it’s not a question of whether or not they want to work with
you, but sometimes people can get funky about money conversations (including you!) so you
want to make sure your energy in this part of the conversation doesn’t shift because you
suddenly feel awkward talking about money. The person on the call with you will pick up on
that energy and you’ll lose control of the conversation because you’ll be making it about
money instead of making about the decision they get to make.

One major swap that will help you tremendously with the money conversation?
Don’t use the word cost, swap it out for investment instead!
cost is loss or penalty incurred especially in gaining something
invest is to allocate money in the expectation of some benefit in the future

The word cost has a negative connotation and the word investment implies there will be a
return, and there will be! You are selling a service that is going to transform this person’s life.
They are making an investment in a better quality of life. This is a beautiful exchange of
energy where the “use value” of what you’re selling them is truly priceless. The tools,
resources, and coaching you are providing can be used for the rest of their life. This is 100%
an investment in themselves. It’s an investment in their health and well being and it’s your
job to frame it that way. This is their opportunity to put some skin in the game and show
how committed they really are to making these changes in their life. Money talks. And those
who pay, pay attention and will show up for your sessions committed and ready to work.

SAMPLE:
The right person for this program is the one willing to make the investment because that
shows their commitment to their transformation. Are you committed?
You told me that you’d do anything to making these changes in your life. The
transformation you’re looking to make will require you to make uncomfortable decisions
and changes along the way. This investment shows you’re committed to doing the work.
Are you ready for this?
I understand this is a lot of money, but the transformation you’re looking for requires a big
level of commitment. Are you more committed to your dreams or your comfort zone?
The program that would best fit your needs is a $ investment. How does that sound?
If you were to say no to this opportunity, how will you create this experience for yourself
and why haven’t you done it already?

HEALTHY STEPS WITH NICOLE

Close the Deal

At this point, you should have someone ready to give a yes or a no, but there may still be
some maybes. Remember, your job is not to convince them to do something that isn’t right
for them. The point of this call was to get to know them and decide through conversation
and the questions you ask whether or not they’re a good fit for the services and help you
provide. So closing the deal is one of three scenarios:

HEALTHY STEPS WITH NICOLE

 This could mean a lot of things, but if they’ve expressed that they
aren’t interested then tell them thank you for their time and offer
No them a freebie as a gift of appreciation. A lot of times the no’s end
up becoming clients. It could just be they need a little more time to
get to know you and/or they just weren’t ready to make the
decision to prioritize themselves at this time. Don’t let them sell
you on their story, but do respect their power of free will and the
right they have to make a decision.

SAMPLE:
Thank you so much for your time on this call. I appreciate the
opportunity to get to know you better and I hope you’ll keep me in
mind if you change your mind about working towards your goals.
Would you like me to follow up with you in a few months?
I completely understand and I respect your decision. I am grateful
for the opportunity we had to connect. I’d like to offer you my
weight loss checklist as a gift for you to use as you work towards
your goals. Please reach out anytime you decide you’d like to go
forward.

Well, this is because their fears have crept in or else you haven’t
completely sold them on the value. If it was an outright no, they’d
Maybe tell you that it’s a no and move on. So this is a good opportunity to
ask a few more questions and really get clear on why they’re
hesitating.

SAMPLE:
What about moving forward to reach your goals is a ‘no’ for you
today?
How much time do you think it’ll take you to accomplish your
goal by not having accountability?
I respect your desire to make sure this is right for you. Why
don’t you take some time to think about this and I’ll follow up
with you in two days?

Congrats - you got a client! Take payment right away and be clear
on your customer experience so that you can set the expectation of
Yes next steps.

SAMPLE:
I’m so happy you’ve made this decision for yourself and I’m
honored you’ve chosen me to help you reach these goals. The next
step is payment which we can do right here on the phone and then
you can expect an email from my VA within the next day with a link
to my calendar.

HEALTHY STEPS WITH NICOLE

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Prepared by Nolan Yancy MARKETING PROPOSAL