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Join waitlistSOP-01: Discovery Call Process
1,153 words · ~6 min read
Clozo Academy Proprietary Curriculum
Purpose
This standard operating procedure ensures every discovery call follows a consistent, high-conversion framework that diagnoses prospect needs, presents offers with confidence, and handles objections naturally.
Scope
Applies to all sales conversations with prospective coaching clients, whether one-on-one, group program, or mastermind inquiries.
Prerequisites
Prospect has completed application questionnaire
Prospect has been pre-qualified based on application responses
Coach has reviewed prospect's application 10 minutes before call
Calendly or scheduling system has sent confirmation and reminder emails
Procedure
Phase 1: Rapport and Agenda (5 minutes)
Greet prospect by name. Confirm time availability.
Share agenda: "First, I want to understand your current situation. Then we will look at where you want to go and what is standing in the way. If it makes sense, I will share how my program works and we can decide together whether it is the right fit. Does that sound good?"
Set expectation of mutual evaluation, not one-sided pitch.
Phase 2: Diagnosis (15-20 minutes)
Ask opening question: "Tell me about your business — what do you do, who do you serve, and where are things at right now?"
Explore the problem: "What is the biggest challenge you are facing when it comes to [niche area]?"
Measure impact: "How is this affecting your revenue or profit specifically? What is the cost of continuing on your current path for the next six months?"
Clarify goals: "What would the ideal outcome look like for you? If we could solve this in the next 90 days, what would that mean for your business?"
Qualify: "Why is now the right time to address this? Have you invested in coaching or consulting before? Are you the decision-maker for investments like this?"
Phase 3: Gap Analysis (5 minutes)
Summarize: "You are currently at [state]. You want to get to [state]. The gap is costing you approximately [cost] annually."
Confirm accuracy before proceeding.
Phase 4: Offer Presentation (10 minutes)
Connect offer to their specific situation.
State price clearly. Stop talking.
Present guarantee and risk reversal.
Phase 5: Decision (5 minutes)
Ask directly: "Does this feel like the right next step?"
Handle objections using prepared scripts.
Define next steps regardless of outcome.
Quality Standards
Talk less than 30% of the call time
Use prospect's exact language when reflecting back
Never present offer before completing gap analysis
Always leave the conversation with defined next steps
Tracking
Record in CRM: call date, prospect name, problem summary, gap quantified, outcome (enrolled, follow-up, declined), reason if declined.
Revision History
v1.0: Initial release
Detailed Step-by-Step Execution Guide
Pre-Execution Checklist
Before beginning this SOP, verify the following:
[ ] All prerequisites are met
[ ] Required tools and systems are accessible
[ ] Time block is protected (no interruptions)
[ ] Documentation template is open and ready
[ ] Backup plan exists for technical failures
Decision Tree for Common Scenarios
Scenario A: The Prospect Arrives Unprepared
If prospect has not completed prerequisite work → Reschedule or extend prep time
If prospect is 5+ minutes late → Shorten rapport phase, maintain diagnosis depth
If prospect seems distracted → Address directly: "I want to make sure you get full value from our time. Is now still a good time to talk?"
Scenario B: The Process Encounters Resistance
If emotional resistance emerges → Pause the process, acknowledge the resistance, explore the underlying fear
If logical objections arise → Document them, address with evidence, confirm resolution
If prospect requests non-standard terms → Escalate to senior coach before agreeing
Scenario C: Technical or System Failures
If primary tool fails → Switch to backup tool within 60 seconds
If recording fails → Take detailed notes manually, schedule follow-up if needed
If internet connectivity drops → Move to phone backup, reschedule if necessary
Quality Assurance Checklist
Execute this checklist after every application of this SOP:
| Checkpoint | Standard | Met? |
|---|---|---|
| All steps completed in sequence | 100% | ☐ |
| Documentation filed within 24 hours | Yes | ☐ |
| Quality standards met | All applicable | ☐ |
| Follow-up scheduled if needed | Within 48 hours | ☐ |
| Metrics recorded | In CRM/system | ☐ |
| Client experience rated | 8+/10 | ☐ |
Troubleshooting Guide
| Symptom | Likely Cause | Immediate Fix | Long-Term Fix |
|---|---|---|---|
| Process takes 2x expected time | Over-explaining or prospect rambling | Use time boundary language: "We have 3 minutes left for this section" | Pre-call preparation checklist for prospects |
| Prospect seems disengaged | Wrong fit or wrong timing | Directly ask: "Is this conversation still valuable for you?" | Improve pre-qualification criteria |
| Documentation incomplete | Rushing post-process | Block 15 minutes after every process for documentation | Build documentation into process design |
| Follow-up forgotten | No system trigger | Set automatic CRM reminder | Build follow-up automation |
Tools & Resources Required
Primary Tools:
CRM system for tracking and documentation
Scheduling software (Calendly/Acuity)
Video conferencing (Zoom/Meet)
Note-taking system (Notion/Obsidian)
Backup Tools:
Phone dial-in number for video failure
Paper templates if digital systems fail
Alternative payment processor
Reference Documents:
Objection handling script library
Pricing and package reference sheet
Guarantee terms and conditions
Competitor comparison matrix (internal use only)
Time Standards
| Phase | Target Time | Maximum Time | Buffer |
|---|---|---|---|
| Preparation | 10 min | 15 min | 5 min |
| Execution | Per SOP | +10% | 10 min |
| Documentation | 10 min | 20 min | 10 min |
| Follow-up scheduling | 5 min | 10 min | 5 min |
Metrics to Track
Track these metrics for every execution of this SOP:
Date and time executed
Total time from start to completion
Variations from standard procedure (and reasons)
Prospect/client satisfaction score
Outcome achieved
Lessons learned for process improvement
Review metrics monthly. Identify patterns. Optimize the SOP based on data, not assumptions.
Revision Protocol
This SOP should be reviewed and updated:
Monthly: Minor adjustments based on execution feedback
Quarterly: Comprehensive review against business goals
Annually: Full rewrite if business model or market has shifted significantly
When revising:
Collect 30 days of execution data
Identify top 3 friction points
Propose solutions
Test solutions with 5+ executions
Update SOP only after solutions prove effective
Communicate changes to all team members within 48 hours
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