Table of Contents

Welcome to How to Prepare for a Call.

Let’s get real—preparation isn’t just a checklist; it’s the difference between winging it and winning it. You don’t need to overcomplicate things, but you do need to show up ready to lead. This module is about getting you locked in—knowing your client, having your tools ready, and walking into every call with a clear plan. When you’re prepared, you’re in control. Let’s make sure you’re never caught off guard.

Okay here is Liam running through how to set tasks in Attio:

Key takeaways: Access the Task Menu:

• Open Attio and locate the menu on the left-hand side.

• Click on “Tasks” to navigate to your task page.

Create a New Task:

• Click the blue “New Task” button in the top right corner.

• Enter the task details, e.g., “Task for Liam to do this video.”

Set Task Details:

• Specify the task date (e.g., today, tomorrow, or a future date).

• Assign the task to someone:

• By default, it’s assigned to you.

• Open the dropdown menu to assign it to someone else.

• Remove yourself if you don’t need to be involved.

Save the Task:

• After entering details, click Save.

• The new task will appear in your task list.

Mark Tasks as Complete:

• Go to the task menu and locate the task.

• Hover over the task until the cursor changes to a hand.

• Tick the task to mark it as complete; it will then disappear from the list.

Key Takeaways:

Step 1: Scenario Overview

Use Attio Task Management to manage post-call client interactions (e.g., after sending an agreement when the client wants to think it over).

Step 2: Access the Client Record

Instead of going to the task menu, search for the client using their email or name.

Open the client record and locate the Task section to add tasks directly linked to that client.

Step 3: Create Tasks

• Click Add Task within the client record.

• Use pre-set protocols or templates (e.g., from your sales resources) for specific scenarios like follow-ups.

• Copy and paste actions (e.g., Day 1: Send text summary) into the task description.

Trick for Faster Task Creation:

• Use the “Create More” button to quickly add multiple tasks without navigating away.

• Ensure each task is assigned the correct date (e.g., Day 0 = Today, Day 1 = Tomorrow).

Example Sequence Setup:

• Day 1: Send text summary.

• Day 3: Send email about a specific pain point.

• Day 5: Send property valuations.

• Adjust dates as needed for accuracy.

Correcting Mistakes:

• If a task is assigned the wrong date:

• Click the task.

• Update the due date and save.

Managing and Completing Tasks:

• Review tasks in the taskbar; they should appear under the assigned dates.

• Always close tasks from within the client record (not the task menu) to avoid losing the next interaction or follow-up.

Final Tip:

• Ensure all tasks are staggered properly and align with the client interaction protocol. Avoid leaving clients without a next step in the sequence.

Key Takeaways: Access the Client Record:

• Use the Quick Find search bar to locate the client by name or email.

• Alternatively, retrieve the client’s email from Gmail or Attio.

Create Notes:

• Navigate to the Notes section in the client record and click Create Note.

• Options:

• Link the note to a specific event (e.g., a meeting).

• Manually type the note and include a header for better organisation.

Using Templates:

• If you’re a closer, use the provided note templates in Attio to guide your inputs.

• While templates save time, they still require manual effort to fill in details.

Hot Tip: Automate Notes Using Read and ChatGPT:

• Step 1: Use your organisation’s Read tool to generate a meeting transcript.

• Download the transcript of the interaction with the client.

• Step 2: Use ChatGPT to create structured notes from the transcript:

• Upload the transcript into ChatGPT and request: “Create my post-call notes using this framework.”

• ChatGPT will summarise the call efficiently, based on the given framework.

Proofread the Notes:

• Always review the generated notes for accuracy and tone.

• Adjust over-optimistic language if necessary (e.g., confidence levels).

Final Step:

• Copy the completed notes and paste them into the Notes section in Attio for easy access and organisation.

Key Takeaways for managing your pipeline:

Post-Call Pipeline Updates:

• After a client call, ensure their pipeline stage is updated.

• Example: If an agreement is sent, move them from “Scheduled” to “Agreement Sent.”

• Failure to update the stage can disrupt pipeline tracking and progress towards “Agreement Signed.”

Updating Client Stages:

• Update stages directly from the client record:

• Navigate to the right-hand side of the client record.

• Change the sales pipeline stage as needed.

• Alternatively, use your Sales Pipeline view:

• Locate the client in the relevant stage (e.g., “Scheduled”).

• Drag and drop them into the correct stage (e.g., “Agreement Sent” or “Agreement Signed”).

Daily Pipeline Review:

• Each morning, review your pipeline to ensure:

• No clients are left in “No Stage.”

• Recent interactions (within 24 hours) are accurately reflected in their respective stages.

• Missteps (e.g., duplicates or unclassified leads) are corrected.

Benefits of Staying Updated:

• Keeps the pipeline organised and ready for review.

• Ensures team leaders, like Lewis, can check on client progress easily.

• Promotes accountability and clarity across client interactions.

How to Prepare

Approach every consultation with clear intentions and solid prep. You’re just not going to close everyone— but you can guide everyone to the right decision, whether that’s with us or not. At InvestorKit, elite closers aim for a 40% success rate. That means 6 out of 10 won’t be the right fit—and that’s fine. Relax. The worst they can say is “no.” When you go in with that mindset, you’ll stay open, confident, and focused.

Steps to Prepare:

Boost Your Confidence:

• Keep your three biggest sales wins handy. They’re proof you’ve done this before and can do it again.

• Not in the zone? Reset fast. Play a song that hypes you up or watch something funny for a quick mood shift.

Review Notes and Prepare for Lulls:

• Know your client. Review notes or previous interactions—especially setter call details.

• Plan for awkward silences. Have a few go-to questions ready to keep things flowing.

Research Your Client:

• LinkedIn: Check their job, business, and recent activity. Know who you’re talking to.

• CRM History: See what content they’ve engaged with. This tells you what they care about.

• Past Calls: Listen to recordings if you have them. Learn how they think and what they want.

• Social Media: Spot interests, hobbies, or milestones to connect on a personal level.

• Industry Trends: Know what’s happening in their world. Show you’re in the loop.

• Unique Details: Did they just hit a milestone or post something interesting? Use it as an icebreaker.

Pro Tip: Personal touches win. One client’s wedding featured in the news? Perfect way to start the convo.

Set Three Clear Outcomes:

Write down what you want to achieve. Here’s an example:

Understand their goals: What are they aiming for short- and long-term?

Identify roadblocks: What’s stopping them from getting there?

Clarify InvestorKit’s role: Show them how we can bridge the gap.

When you prep like this, you’re not just ready—you’re in control. Every call has a purpose, and you’re set to deliver.

✏️ ACTIVITY 12: In the below document, you’ll see a client case study. Make a copy of the document and then underneath write out how you’ll prepare for the call 🧑🏽‍🏫 Activity 12: Complete this activity here:

drive.google.com

Showing up prepared isn’t just professional—it’s how you stay focused, in control, and ready for anything the client throws your way. Here’s what you need to have in front of you before the call starts:

Essentials to Have Ready:

Client Notes and Key Questions:

• Pull up their notes and highlight 2–3 key questions you want to ask. Keep a notepad or digital space handy to jot down insights or next steps. Staying organised keeps the call sharp and effective.

Script:

• Have the script open. You don’t need to follow it word-for-word, but it’s a safety net. Use it to guide tough moments or if the conversation drifts.

Pitch Deck:

• Keep the pitch deck locked and loaded, ready to share. Smooth transitions = professional. Fumbling around looking for it? Not so much.

Case Studies:

• Open the case studies page. If the client has specific goals or pain points, referencing a relatable success story makes your pitch stronger and builds trust.

When you’re fully prepped, you can focus on the conversation, not scrambling for resources. It shows the client you’re confident, capable, and ready to help them take the next step.

How you show up—both in how you look and how you carry yourself—matters. Clients will pick up on your energy and professionalism, so make sure you’re presenting yourself as confident, capable, and ready to help.

What to Wear:

Post-Probation:

• Grab your InvestorKit polo. It’s professional, sharp, and reinforces the brand.

Pre-Probation:

• Keep it simple: a plain business shirt works. Nothing flashy—just clean and professional.

Your Setup:

Background & Camera:

• Use the InvestorKit virtual background. Consistency across the team shows professionalism.

• Set your camera straight on, centred, and slightly angled up toward you. This creates a subtle sense of authority.

Eye Contact:

• Look into the camera, not at your screen. It feels more personal and focused for the client.

Body Language:

Posture:

• Sit upright. No slouching, no leaning forward like you’re too eager. Want to bring more energy? Stand if you can—it can naturally boost your confidence and tone.

Why It Matters:

Clients trust people who look and act the part. When you show up polished and confident, you set the tone for a strong, professional conversation. It’s a small effort that pays off in big ways.

Great conversations happen when you’re on the same wavelength as the person you’re speaking with. That’s what matching and mirroring is all about. It’s about adjusting your communication style—tone, pace, body language, and even word choice—to make the client feel like you “get” them.

Why It Works

People naturally trust those who feel familiar. By mirroring how a client communicates, you create a sense of connection. It’s not about copying—it’s about aligning. When done right, this builds trust, helps clients open up, and makes it easier to understand their needs and guide the conversation.

How to Match and Mirror Like a Pro

Tone of Voice

• If they’re high-energy and excited, match their enthusiasm. If they’re calm and measured, soften your tone.

• Why? It shows respect for their energy level and helps them feel comfortable.

Pace of Speech

• Speak fast if they’re fast, slow down if they’re thoughtful.

• Why? It creates a natural flow in the conversation and keeps them engaged.

Body Language

• Mirror their posture: if they lean in, you lean in. If they sit back, you do too.

• Why? Subtly aligning body language builds connection without saying a word.

Word Choice

• Use their language. If they talk about “metrics” or “ROI,” stick with those terms. If they focus on “feeling secure,” use language that reflects emotion.

• Why? It reinforces that you understand their priorities and can meet them where they are.

Use of Pauses

• If they take their time before answering, give them space. If they’re quick, keep the tempo up.

• Why? It respects their natural rhythm and shows you’re paying attention.

A Note of Caution

Keep it natural. Overdoing it can feel forced or awkward. Your goal is to make the client feel understood—not like you’re mimicking them. Done subtly, matching and mirroring creates connection, trust, and better conversations.

Not every call will go smoothly, and that’s okay. Some clients will challenge you—especially those who value data and detailed answers. Here’s how to handle these situations with confidence and professionalism.

Techniques for Difficult Conversations

1. Be Okay with Their Choice

• If they choose not to work with us, that’s perfectly fine. Your role isn’t to pressure them—it’s to guide them to an informed decision.

2. Don’t Fear Not Knowing

• If they ask something you can’t answer, pause and say:

“Great question! Let me note that down so I can get the exact answer for you. I’d rather get it right than guess.”

• This shows you value their question and reinforces your commitment to accuracy.

3. Ask Open-Ended Questions

• When in doubt, ask:

“How do you think we can best help you?”

• This shifts the focus back to them and gives you insight into their needs.

4. Adapt to Their Style

• If they want you to “cut the fluff,” acknowledge it:

“I hear you. Let’s focus on the key details that matter to you.”

• Then dive into relevant case studies or examples that align with their goals.

5. Hold Firm on Pricing

• If they push back on price, don’t negotiate. Instead, reinforce our value with confidence. Show them why our service is worth the investment.

6. Stay Curious, Not Emotional

• If they’re confrontational, stay calm and curious. Say:

“That’s an interesting point—can you tell me more about why you feel that way?”

• This diffuses tension and helps you understand their perspective better.

7. Know When to End It

• If the call isn’t progressing, politely wrap it up. Offer to send additional resources via email, leaving them with valuable information and ending on a positive note.

The Key

Handling tough clients is about staying calm, curious, and adaptable. Every objection or challenge is an opportunity to understand them better, build trust, and show the value we bring. Remember, you’re here to help them—not to force a decision.

Timing matters when presenting an agreement. The goal is to align with the client’s readiness while maintaining momentum. Here’s how to handle it:

1. When It’s a Clear “Yes”

• If the client gives a firm “Yes” by the end of the call, send the agreement immediately.

• Acknowledge their commitment and let them know when to expect it. Example:

“Great! I’ll send the agreement over right now. Let me know if you have any questions as you review it.”

• This keeps the energy high and ensures there’s no delay in moving forward.

2. When They Need to Think

• If the client is interested but wants to review the agreement first, acknowledge their need for time.

• Example: “That makes sense. I’ll send the agreement over today so you can review it. Let’s lock in a time to reconnect in a few days to go over any questions.”

• Set a follow-up appointment to keep the momentum going while giving them space to decide.

3. When They’re Pre-Sold

• Some clients are ready before the call even starts. You’ll notice this through their tone, enthusiasm, or the types of questions they ask.

• If they’re clearly eager, offer to send the agreement mid-call:

“It sounds like you’re ready to move forward. Would you like me to send over the agreement while we’re on the call so I can walk you through it?”

• This approach saves time and fast-tracks the process for ready-to-go clients.

Why Timing Matters

Sensing when to present the agreement shows you’re attuned to the client’s pace and preferences. Whether it’s immediate, after some reflection, or even mid-call, aligning the timing with their readiness keeps the process smooth, respectful, and efficient.

The call doesn’t end when the conversation does. Even if the client isn’t ready to decide right away, you can still keep things moving forward by setting a clear path to their decision.

1. Set the Follow-Up Call

• Ask the client what they need to feel confident about moving forward.

• Example: “What additional information would help you make your decision?”

• Lock in the next call on the spot. Don’t leave it vague—get a firm date and time, add it to both calendars, and include a video link for ease.

2. Build Accountability

• Scheduling the next call together creates mutual accountability. It shows the client you’re invested in helping them reach a conclusion and keeps the momentum alive.

3. Frame the Next Call

• Be clear about the purpose of the follow-up.

• Example: “On our next call, we’ll go through any remaining questions and decide if this is the right fit for you.”

• This sets expectations and makes the goal of the call clear: a decision.

4. Be Obsessed with Next Steps

• Always define the next step—no exceptions.

• Sending case studies? Done.

• Preparing a custom service summary? On it.

• Reviewing market data? Scheduled.

• The process should never feel like it’s stalling; every interaction should move the client closer to clarity.

5. Make an Action Plan

• After the call, map out exactly what the client needs from you to feel confident.

• Example: “Send client a case study on SMSF success stories, along with a recap of service benefits.”

• Tailor your follow-up materials to address their unique concerns and keep them engaged.

Why It Works

Next steps create momentum. They keep the client focused and engaged while showing that you’re proactive and invested in their journey. Every call should leave them one step closer to a confident “yes” or “no,” making the process efficient and purpose-driven.

When a client misses or cancels a consultation, it’s essential to act quickly and professionally to maintain the relationship and get the conversation back on track. Here’s how to handle it step by step:

No-Show Protocol

1. Immediate Follow-Up:

• Call Twice: Call the client within 10 minutes of the missed appointment. Two attempts signal your commitment without being pushy.

• Text Message: Send a short, friendly text acknowledging the missed call and offering to reschedule.

• Example: “Hi [Client’s Name], we missed you for your call today! Let me know when’s a good time to reschedule—we’d love to connect.”

• Email: Follow up with an email summarising the missed consultation, offering reschedule options, and keeping the tone understanding.

2. Document the No-Show:

• CRM Entry: Log the missed call in the CRM with details like the date, time, and your follow-up actions.

• Set a Task for the Setter: Create a follow-up task for the setter to reconnect with the client and discuss rescheduling.

3. Notify the Setter:

• Delegate Next Steps: Let the setter know about the no-show so they can reach out, reinforce engagement, and coordinate the next call.

Cancellation Protocol

1. Document the Cancellation:

• CRM Entry: Note the cancellation in the CRM, including the original date, time, and reason (if provided). Log your follow-up efforts as well.

• Set a Task for the Setter: Add a task for the setter to follow up and explore options to reschedule.

2. Notify the Setter:

• Engage the Setter: Inform the setter about the cancellation and encourage them to reconnect with the client. They can:

• Offer alternative times for rescheduling.

• Address any concerns the client may have expressed.

Why It Matters

Quick, organised responses show clients you value their time and are genuinely invested in helping them. Whether they missed a call or cancelled, these steps ensure you stay top of mind while positioning InvestorKit as professional and reliable. Every follow-up is an opportunity to rebuild momentum and keep the client engaged.

Step-by-Step Guide to Creating Agreements

1. Starting the Process

• Agreements can be created either directly under the client’s name or via the Agreement Section.

• For strategists or internal team members, navigate to New Agreement under the Agreement section.

• For closers, agreements are typically created within the Sales Pipeline.

2. Creating a New Agreement

• Example: Select “Lewis” or the relevant client profile.

• Click Agreements and Briefs > Add Agreement > Create New Agreement.

3. Filling in Agreement Details

• Product: Select the relevant service/product.

• Client Information: Auto-filled from the client profile.

• Address: Add the property or associated address (e.g., 1 George Street).

• Supporting Contact: Include details of any partners or entities (e.g., ABN).

• Custom Pricing (if required):

• Price Limit: Set the price limit based on the client’s brief (e.g., £1 million).

4. Completing the Agreement

• Click Create Agreement.

• Automations trigger:

5. Client Agreement Signing

• Client receives an automated email with pre-filled details.

• They review and sign the agreement.

6. Tracking Signed Agreements

• The agreement status automatically updates to Agreement Signed.

• A signed agreement link is generated and saved for reference.

• The agreement and payment details are accessible in the client profile.

7. Cancelling or Adjusting Agreements

• Navigate to the relevant agreement.

• Change the status to:

• Lost/Declined: For errors or client decision not to proceed.

• Cancelled/Refunded: For agreements requiring refunds (used by Client Success).

8. Transitioning to Onboarding

• Once payments are received and the status updates, Client Success transitions the agreement to Onboarding.

9. Email Notifications

• Pandadoc Email: Sent automatically upon agreement creation.

• Universal Email: Automatically uses your signature and confirms excitement to work with the client.

10. Support and Feedback

• For any issues, reach out to Helpdesk or your sales manager

Now you know how to show up ready to crush every call.

The secret? It’s not rocket science—do the prep, know your client, and have a plan.

You’re not just answering questions; you’re leading the conversation. If something goes sideways, your prep has your back. Keep it simple: stay focused, stay sharp, and always have the next step lined up.

Preparation wins deals.