What do I do after a call?
Table of contents
Learning Outcome: A successful outbound call doesn’t end when it’s over—it’s just the start. This module teaches you what to do next in any scenario to maximise every opportunity.
Key skills you’ll gain:
- Post-Call Actions: Log notes, update the CRM, and record key details.
- Scenario Planning: Handle clients ready to proceed, unsure, or not a fit.
- Follow-Up Strategy: Build personalised plans to keep clients engaged.
By the end of this module, you’ll confidently handle next steps and set up future success.
🎯 What do I do if I’ve set someone?
- Well done! First, double-check that the booking is locked in the calendar at their chosen time.
- Fill out your notes in the CRM. Keep it sharp—why they booked, what they’re after, and any red flags. Here’s an example of what good note taking looks like:
- Tag the closer. Let them know the call is set and highlight anything they should prep for (specific concerns, goals, or objections).
- Update your pipeline. Keep it clean and accurate—booked clients shouldn’t be left floating in “interested” land.
⏳ What do I do if someone isn’t ready?
- Don’t panic. It’s normal—your job isn’t to push; it’s to guide.
- Ask questions to understand why:
• Are they unsure about the timing?
• Do they need more info?
• Is something holding them back?
- Provide value. Share resources that align with their hesitation (case studies, whitepapers, testimonials). Show them we’re the real deal.
- Set a follow-up. Lock in a time to check back with them when it feels right—don’t leave it open-ended.
- Log it in the CRM. Be clear about why they weren’t ready and what they might need next. This keeps everyone in the loop for future calls.
❌ What do I do if someone isn’t qualified?
- Be polite: Let them know we aren’t the right fit for their situation. Here’s an example:
• “Based on what you’ve shared, it doesn’t sound like we’re the best match for your needs right now. We really focus on [insert criteria—e.g., serious investors, specific goals].”
- Offer an alternative (if possible). Point them to a resource or a next step they can take:
• “Here’s a guide that might help you get started.”
• “When [insert condition] changes, feel free to reach out again.”
- Log it in the CRM. Note why they weren’t qualified and what you recommended. This ensures they aren’t re-targeted unnecessarily. Tag them as “Not Qualified”
🤷♂️ What do I do if someone doesn’t want to have the next call with us?
- Stay calm and curious. Ask why in a non-pushy way:
• “No worries at all! Can I ask what’s holding you back?”
• “Is there something you were hoping for that we didn’t cover?”
- Address their concerns. If it’s a misunderstanding or hesitation, clarify how the next call adds value:
• “The next call is where we’ll dive deeper into [specific benefit] and map out your options.”
• “It’s totally free, and it’s all about understanding your goals better—no pressure!”
- Provide an alternative. If they’re still not interested, offer something lighter:
• “How about I send over [a case study, testimonial, or resource] for you to look at in your own time?”
- Set a task in Attio. Create a follow-up task with clear notes about why they didn’t want to proceed and what you recommended.
- Mark them as a follow-up. Update their status in Attio so they’re on your radar for future outreach.
- Log it in the CRM. Be specific about their hesitation and how you handled it to help the team re-engage effectively later.
- Follow up later. Just because it’s a “not now” doesn’t mean it’s a “never.” Use your task reminder to check back in a few weeks or months.
😬 What do I do if someone seems like the wrong fit for our business?
- Acknowledge their needs and be honest about the mismatch.
• “Thanks for sharing more about what you’re looking for. It sounds like you’re after [specific service or goal], which unfortunately isn’t something we provide at the moment.”
- Provide guidance if possible.
• “You might want to explore [alternative solution or service] that specialises in this area.”
• “If your goals change or you need [what we actually provide], we’d be happy to help in the future.”
- Mark them as a bad fit in the CRM.
• Update their status to “Bad Fit” and include a note about why (e.g., “Looking for New Build property investment, which we don’t offer”).
- Log your notes with context.
• Be clear about the specific service they were looking for and why it doesn’t align with what we do.
- End the interaction professionally.
• “I really appreciate you reaching out to us, and I hope you find the perfect service for your needs. Let us know if anything changes down the track!”
💸 What do I do if someone isn’t sure about their financials?
- Assess Their Confidence Level:
• Confident About Borrowing Capacity: If the client feels confident about their borrowing capacity, go ahead and set them for the closer call.
• Unsure About Borrowing Capacity: If they’re uncertain about whether they can borrow, connect them with a lender first.
- If They Need to Speak to a Lender:
• Introduce them to an investment-savvy broker who can help.
• Set a task in the CRM to contact the client and follow up on their progress with the lender.
• Example Message to Client:
“It sounds like the next step is confirming your borrowing capacity. I’ll introduce you to [Broker’s Name], an expert in property investment lending, who can help you get clarity on your financial position. Once you’ve had a chance to chat, let me know, and we can move forward from there!”
- If They’re Already Speaking to a Lender:
• Notify the lender and share any relevant context to help expedite the process.
- Keep the Pipeline Updated:
• Log all updates in the CRM, including whether the client is speaking with a lender or has been referred.
• Ensure follow-up tasks are set to check on progress and maintain momentum.
👥 What do I do if I need to refer someone?
- Ask the Sales Manager for Guidance:
• Reach out to the sales manager to confirm the most suitable professional for the referral. Common situations include:
• Clarity on lending
• Tax advice
• SMSF setup
- Send the Referral Email:
• Use a professional tone and follow a similar template to this example:
- CC Your Manager:
• Add your sales manager to the email for visibility and to ensure they’re aware of the referral.
- Follow Up with the Professional:
• It’s your responsibility to check in with the referred professional to track the client’s progress. Example message:
“Hi [Professional’s Name], just checking in to see how things are progressing with [Client’s Name]. Let me know if there’s anything else we need to do on our end to keep things moving.”
- Log the Referral in the CRM:
• Update the client’s record with details of the referral, including the professional’s name, the date of the introduction, and any relevant updates from follow-ups.
📅 What do I do to make sure someone turns up for the closer call?
- Ensure It’s at a Suitable Time for the Client
• Confirm the time works well:
• “Does [Date & Time] suit you? We want to make sure you can give it your full focus, so let me know if there’s a time that works better.”
• Be flexible to align with their schedule to avoid cancellations or reschedules.
- Emphasise the Importance of the Call
• Make it clear why the call is a key step:
• “This is a great chance to sit down with one of our Senior Property Consultants and dive into your goals. They’ll guide you through what’s possible, share market insights, and give you a clear direction for moving forward.”
- Sell the Value of the Call
• Highlight the benefit of attending:
• “By the end of this call, you’ll have a tailored plan and actionable insights. It’s not just a chat—it’s a valuable step in achieving your property goals with expert guidance.”
• If they show interest in a specific part of the business (e.g., SMSFs, market selection, acquisitions), send them an additional resource to tailor their experience:
• “Since you mentioned interest in [topic], here’s a quick resource that might help while you’re preparing for the call: [Resource Link].”
- Set Friendly Expectations for Commitment
• Be approachable but clear:
• “We’re super excited to help you, and our Senior Property Consultants are setting aside time just for you. All we ask is that you prioritise the call, and we’ll make sure it’s worth every minute!”
- Automated Follow-Ups
• Most follow-ups (confirmation emails and reminders) will be automated. These will confirm the details and share a brief overview of what to expect on the call.
• Example: “Hi [Client’s Name], just a quick reminder about your call with [Senior Property Consultant’s Name] on [Date & Time]. They’ll be walking you through your goals and mapping out the best next steps. Looking forward to chatting with you!”
- Check the Calendar Entry
• Double-check the call is correctly booked in the calendar, and the client has received the confirmation details (link, date, time).
🤝 How do I help the closers close?
- Set the Tone with a Friendly Experience
• Be the person who makes the client feel at ease before they even hit the closer call. A warm handoff and a great first impression go a long way.
• Example: “You’re going to love chatting with [Closer’s Name]. They’re one of the best when it comes to helping people achieve [specific client goal].”
- Pass the Baton with Key Insights
• If you’ve learned anything useful about the client—like specific goals, objections, or their vibe—share it with the closer before the call.
• Example: “Hey [Closer’s Name], they’re super keen on SMSF options but mentioned they’re unsure about timing. Thought this could help you tailor the convo.”
- Collaborate in the Follow-Up
• After the call, check in with the client: “How’d the call go? Was there anything that didn’t get covered?” Sometimes a second voice can uncover lingering objections or concerns.
• Relay any feedback to the closer so they can address it directly: “They loved the plan but seemed hesitant about [specific issue]. Might be worth digging into that further.”
- Be a Team Player
• It’s not just about setting and forgetting. Follow through, collaborate, and support the closer in moving the client closer to a “yes.” A win for them is a win for everyone.
Helping the closer close is about being proactive, making the client feel valued, and working as a team to clear the path to a confident decision.
Here’s a few ripper examples of one of our setters Ben going the extra mile BEFORE the closer call in their communication to the closer.
Okay, you’ve learnt all about what to do after the call. Now what does it take to become the best setter on the team? Jump in: link