Setting scope of call

W03

D1 — Directive

Primary: Q1 — Request: Be CuriousQ2 — Discover/Negotiate: Establish Ground for ActionCompany not customer

This session creates the space for your coachee to see how they can connect more effectively with their customers. Your role is to help them observe what is happening — not to tell them what to change.

1. Diagnosis

Agent is not setting the scope of the conversation well at the start of the call.

2. Behaviour Observations

What you might see or hear that points to this pattern.

The agent does not tell the customer the purpose of the call at the beginning.
The agent does not describe the purpose of the call in a way that relates to the customer's outstanding request.
The customer is controlling the call.

3. Session Objective

Unless the agent describes their objective in the call in a way that the customer can immediately connect to their goals, it is likely that the customer will resist the agent and the call structure. Many agents are so focussed on delivering what they have prepared, they do not take the time to set the context with the customer.

4. Session Tactics

How to prepare for and structure the 45-minute call review.

Bring a call where the agent is preparing to make an offer and is expecting the customer to take it up. Before playing the call ask the agent to describe what the customer wants. Then have them do it again in a way that would have the customer agree that is what they want. Finally have them use that statement to introduce the call. Then get the agent to outline the agenda for the call in a role play. Listen to the call — your goal is to see where the customer is diverting away or not listening. Discuss how setting up the call differently at the beginning would have made a difference.

5. GROW Experiments

Experiments the coachee might choose to try. These are offers, not prescriptions — the coachee selects what feels right for them.

Experiment 1

The agent will outline what the customer's request is at the start of the call before doing anything else.

Experiment 2

The agent will write down 3 things that they want to cover on the call and will set these as an agenda at the beginning of the call.

Experiment 3

If the agent loses control, they will say 'Can I summarise what I think you are saying' and then do so. Then they will ask permission from the customer to set an agenda for the rest of the call.

Behaviour Tags

Doesn't set call scope