Coach a cold call using a specific before and after

Instruction: Coach one observable behavior, then demonstrate a corrected exchange and explain how you would check progress.

Context:

QueuePilot is a fictional support-workflow tool. Approved features are an unassigned-ticket queue, owner assignment, a daily backlog report, and CSV import. You cannot claim it saves a stated amount, replaces an existing help desk, or integrates with one; those claims have not been approved.

A colleague asks for coaching on this call excerpt. The prospect has not asked for contact to stop.

Rep: “We save every support team 40%, so let me put 30 minutes on your calendar.”

Prospect: “We already have a help desk.”

Rep: “Ours replaces that. Are you free Tuesday?”

Prospect: “You are not listening.”

Give respectful feedback, choose one practice focus, and role-play the repair.

Updated

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I would focus on acknowledging the prospect's answer before asking the next question. I would also remove the savings and replacement claims immediately; neither is supported. I would ask the rep, ‘What did you hear when they said they already had a help desk?’ Then I would point to the calendar request that followed: ‘We moved past their concern...

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