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An inbound call is a lead raising their hand saying, “I’m interested. I want what you have.” They’ve booked directly into your calendar—maybe through a form, ad, or referral—because they believe you can help them solve a problem or achieve a goal. This is your chance to be their first point of contact and set the stage for the entire client journey.

However, their booking isn’t a guarantee of commitment—it’s an invitation. They’re showing up with curiosity, but they’re also evaluating whether you and your team are the right fit for them.

Your role as a setter is to uncover their needs, build trust, and make them feel confident in taking the next step. The question isn’t, “How do I sell them?” It’s, “How can I create clarity, build connection, and set them up for a productive consultation?”

Inbound calls are where momentum begins. Elite setters know that the success of the call isn’t just about what you say—it’s about how you make the client feel.

Take it away Ben:

1. Accessing Your Tasks

• Open the task management system by selecting the Task Tab on the left-hand side of the screen in Attio.

• All tasks you’ve set for yourself will be displayed here.

• Ensure you’ve created tasks for all necessary follow-ups or next steps with clients to stay organised.

2. Reviewing and Managing Tasks

• View your tasks and identify what needs attention. For example:

• A task might involve calling a client like Simone Samuel regarding her price point.

• Click on the relevant task to access the client’s notes for more context.

• Once you’ve taken action (e.g., made a call), update the task:

• If the client requires further follow-up, set a new task with a future reminder.

• If the client is no longer qualified, update the outcome (e.g., “Not Qualified”) and mark the task as complete by clicking the tick.

3. Completing a Task

• After completing a task, it moves to the bottom of the task list.

• The activity log will update to reflect the completed task for reference.

4. Accessing Call Recordings and Transcripts

• Open the JustCall Dashboard to find call recordings or transcripts.

• Navigate to the Call Logs section.

• Retrieve the client’s phone number from your system (e.g., Adio).

• Adjust the date filter to locate the call you’re searching for.

• Once found, you can:

5. Checking Daily Call Analytics

• Go to the Analytics section in JustCall to track your daily performance.

• Select the relevant date (e.g., today) to view:

• The total number of calls made.

• Additional analytics such as call durations or success rates.

• Use this information to review and evaluate your daily activity.

Here’s a step-by-step guide to calling and managing an inbound lead booked for a discovery call, based on the video content:

Step 1: Prepare for the Call

Step 2: Check Lead Details in the CRM

Step 3: Make the Call

Step 4: Add Notes After the Call

Step 5: Update the Lead Status

• Choose the appropriate status (e.g., “Scheduled,” “Not Qualified,” “No Show,” etc.).

• Confirm the consultation date and time.

Step 6: Set a Follow-Up Task

To ensure smooth communication before the consultation:

Summary

• Always check for prior interactions, emails, and activities to understand the lead’s journey.

• Maintain detailed notes and keep the pipeline organised.

• Follow up proactively with reminders and introductions to enhance engagement before consultations.

Preparation is the foundation of a successful inbound call. As a setter, your job is to show up ready to maximise the opportunity. This starts long before the call itself. Here’s how you do it:

On a setter call, the first few minutes are critical. Your ability to connect with the client sets the tone for the rest of the conversation. People form judgements quickly about whether they trust and like you, so nailing this stage is essential to the call’s success.

The FORD framework is a simple yet powerful tool to build genuine connections and establish rapport with clients on a setter call.

You don’t need to hit every point in the FORD framework during every call. Use it as a guideline to pick areas that feel natural based on the conversation. Let the client guide the flow and follow their cues—this keeps the interaction authentic and engaging.

Building rapport on a setter call is about getting the client comfortable enough to share. When they open up about their motivations, concerns, or goals, you gain valuable insights into what matters most to them. This makes it easier to align the next step with their needs.

Key tips:

• Active listening is essential. Acknowledge what they share and ask thoughtful follow-up questions.

• Avoid turning the conversation back to yourself—keep the focus on them.

By prioritising rapport early in the call, you’re not just guiding the client to book the next step. You’re showing them that you understand and care, which builds the foundation for trust and commitment.

Framing a call is about owning the conversation from the start. It’s setting the agenda, managing expectations, and letting the client know exactly what’s going to happen. No fluff, no guessing—straight to the point.

Here’s the frame:

“I’ll take no more than 15 minutes of your time to see if what you’re after is something we can help with. If it is, I’ll set you up for a chat with one of our senior property consultants.”

In one sentence, you’ve done three things:

Why is this important? Because without a clear frame, clients can get stuck expecting all the answers and details on this call. That’s not your role. Your job is to qualify, build rapport, and move them to the closer.

This frame keeps the conversation clean and positions you as the professional who knows what they’re doing. It’s confident, it’s direct, and it gets the job done.

Discovery on a setter call for buying an investment property is all about uncovering the full picture of where the client is now and where they want to go. Your job is to figure out why they’re here, what’s driving them, and how we can help them move forward. You’re not just asking questions—you’re building clarity for them and for us.

Here’s what you need to know:

Discovery isn’t just about asking questions—it’s about understanding the full picture. Each answer gives you the pieces to guide them toward their next step, making the transition to a closer seamless and natural.

Elite setters know the power of discovery lies in clarity. When you dig deep, listen actively, and connect the dots, you’re not just gathering information—you’re giving the client confidence that they’re in the right place to make their goals a reality

Discovery is the most important part of the setter process at InvestorKit.

It’s where you uncover the truth behind why the client is on the call. It’s not about selling—it’s about understanding. Every property investor is different—different goals, different fears, different experiences. Discovery is how you cut through the noise and figure out what actually matters to them, so you can guide them to the next step with clarity and confidence.

Here’s the thing: Discovery isn’t a checklist or a script you read off like a robot. It’s a conversation. It’s about being genuinely curious. Your job is to dig deep. Why did they book this call? What’s holding them back? What do they need to trust you enough to move forward? You’re not just asking questions—you’re uncovering their why.

Curiosity is your superpower. The discovery script? That’s your toolkit, not a to-do list. You use the questions that make sense based on what they’re saying. The goal is to keep the conversation natural, fluid, and impactful.

Think of it like talking to a friend. If someone came to you with a problem, you wouldn’t just fire off solutions—you’d listen, ask thoughtful questions, and understand their situation first. That’s what discovery is. Be present. Be engaged. Show them you’re here to help, not just get them to the next step.

At InvestorKit, great discovery isn’t just about gathering information—it’s about building trust. When done right, it makes moving to the consultation feel like the most logical next step. You’re not selling a call with the closer—you’re giving them confidence that we’re the team to help them reach their goals.

How Do I Pitch on a Discovery Call?

Here’s the deal: the pitch on a discovery call isn’t about hard-selling. It’s about showing the client you get them—that you understand their goals, their challenges, and where they need clarity. It’s conversational, not pushy. You’re connecting what they’ve told you to the value we can provide, and you’re setting up the next call as the logical next step.

Why This Works

You’re not selling a service—you’re selling clarity, confidence, and a path forward. The client leaves the call feeling understood, supported, and ready for the next conversation. The key is making the transition feel seamless and natural: “This is the team I want to work with.”

How Do I Know When to Move in for the Set?

The set isn’t about luck—it’s about timing. By this point, you’ve done the groundwork: the client is qualified, you’ve identified how we can help, and you’ve pitched enough to spark their interest in both our service and the next call. Now it’s time to lock it in.

Here’s How You Know It’s Time:

You’ve covered the basics—they have the funds, they’re serious about investing, and their goals align with what we deliver. If the pieces fit, you’re good to go.

You’ve drawn the line from their challenges to our solutions. Whether it’s understanding markets, building a portfolio, or gaining clarity on their next step, they see the value in what we offer.

They’ve engaged with you, asked questions, or shown curiosity about how the process works. At this point, you’ve done enough to make them want more.

Making the Move:

Transitioning to the set is about confidence and clarity. Don’t overcomplicate it. Here’s how you can phrase it:

“It sounds like we’re on the same page, and I can see how we’d be able to help you get to [their goal]. The next step is to book a call with one of our senior property consultants. They’ll go into detail about your situation and the exact steps to move forward. Does [insert time] work for you?”

What If They Push Back?

Objections happen—stay calm, address their hesitation, and bring it back to their goals. For example:

“I hear you. You mentioned earlier that understanding the right markets is a big challenge for you—this next call is designed to solve exactly that. I think you’ll find it really valuable.”

Once they’re qualified, interested, and ready to move forward, the set is yours to make. It’s not about pressure; it’s about guiding them confidently to the next step. Want to see how this works in real time?

Setting someone isn’t just about locking in a time—it’s about creating momentum and ensuring the client is prepared for the next step. Here’s how to do it right:

Why This Matters

🚀 Faster Booking = Higher Close Rates: The closer the call is to the initial conversation, the better the chances of converting.

🚀 All Decision-Makers = Fewer Delays: Including everyone upfront ensures a smoother process and higher success rates.

🚀 Prepared Clients = Better Outcomes: When clients engage with the content before the call, they’re more informed, more confident, and more likely to move forward.

Objections are a natural part of any sales conversation. They’re not roadblocks—they’re opportunities to address concerns and guide the client toward clarity. The key is using a simple, effective framework: Acknowledge, Clarify, Ask/Address.

The Framework: Acknowledge, Clarify, Ask/Address

Acknowledge: Show empathy and validate their concern. This lets the client know you’re listening and not brushing off their objection.

Clarify: Dive deeper to understand the real issue behind their objection. Often, what they say initially isn’t the full story.

Ask/Address: Either ask a follow-up question to guide the conversation or address their concern with a solution or perspective that aligns with their goals.

This framework isn’t just for these objections—it’s a universal approach. Clients may have other concerns, and by mastering Acknowledge, Clarify, Ask/Address, you’ll be able to handle them all with confidence. The goal isn’t to “win” the objection—it’s to guide the client toward clarity and confidence in taking the next step.