SOP-01: Initial Consultation — First Session Structure, Intake Questions, and Goal Setting

Clozo Academy Proprietary Curriculum

Version: 2.0 Pro | Review Cycle: Quarterly

This SOP defines the exact structure, timing, scripting, and documentation standards for the initial consultation session between a nutrition coach and a prospective client. The goal is to: (1) gather comprehensive intake data, (2) build deep trust and rapport, (3) diagnose the true problem (not the stated problem), (4) present the coaching solution, and (5) convert the prospect into a committed client with a signed agreement and first payment.

Target Conversion Rate: 70-85% from consultation to enrolled client

Session Duration: 60-75 minutes

Tools Required: Practice Better or Healthie (for intake forms), Zoom or in-person space, payment processor, coaching agreement template

Step 1: Review Intake Form

• Log into Practice Better / Healthie and pull up the client's completed intake form

• Flag any red alerts: eating disorder history, medication interactions, severe lab abnormalities

• Note their stated goals, previous diet history, and current supplement list

• Identify emotional trigger words they used (exhausted, desperate, hopeless, frustrated)

Step 2: Research the Prospect

• Review their social media if publicly available (builds context for lifestyle)

• Check their professional profile (LinkedIn) to understand work demands

• Note any mutual connections or shared community memberships

Step 3: Set Your Environment

• Close all unnecessary browser tabs and notifications

• Prepare your note-taking template (see Templates section)

• Have your pricing sheet, package descriptions, and agreement ready

• Test audio/video if virtual

• Pour water. Take three deep breaths. Settle into consultant posture, not salesperson posture.

Step 4: Welcome and Permission Setting

"Thank you for making time today, [Name]. Before we get started, I want to set the frame for our conversation. This is not a sales pitch. My only intention in the next hour is to understand exactly where you are, where you want to go, and whether I am the right person to help you get there. If I am, I will tell you exactly how. If I am not, I will tell you that too, and I will try to point you toward what would serve you better. Does that feel fair?"

• Permission-setting disarms sales resistance. The prospect is expecting pressure. You give them control instead.

• The consultant posture signals expertise and selectivity, which increases perceived value.

• The promise of honest redirection builds trust faster than any credential.

Step 5: Confirm Logistics and Constraints

"Just so I know we are aligned on time — we have about [X] minutes together. Is that still good for you? Also, are you in a space where you can speak openly about your health and habits?"

Step 6: The Current State Assessment

Ask in this exact order:

• Psychology: Creates urgency awareness. Their answer reveals their emotional tipping point.

• Psychology: A single day is concrete and unfiltered. This reveals more than any food log.

• Psychology: Connects nutrition to their highest values (not just weight). This builds emotional investment.

• Psychology: Surfaces their internal narrative about failure. You are diagnosing their mental model, not their diet.

• Psychology: Makes the cost of delay tangible. Most people underestimate future pain.

Step 7: Goal Clarification and Reality Testing

"You mentioned wanting to [stated goal]. Let me ask a deeper question: when you imagine yourself having achieved this, what is different in your daily experience? How do you feel when you wake up? What do you see in the mirror? What do you say yes to that you currently avoid?"

"On a scale of 1 to 10, how committed are you to making this change right now — not when life calms down, but starting this week?"

• Score 8-10: Proceed to solution presentation

• Score 6-7: Explore ambivalence. Ask: "What would need to change for that number to become a 9?"

• Score 1-5: Do NOT sell. Recommend a lower-commitment resource (free content, group program). Selling to low-commitment prospects produces refunds and negative testimonials.

Step 8: Summarize and Reframe

"Here is what I am hearing, [Name]. [Restate their pain in their exact words]. You have tried [list their attempts], and each one failed because [diagnose the pattern: missing accountability, wrong sequencing, no behavior system, etc.]. The real issue is not that you lack willpower. It is that [name the true problem: environment design, stress-eating triggers, protein distribution, circadian misalignment, etc.]. Does that feel accurate?"

• Mirroring their words signals deep listening.

• Diagnosing the pattern positions you as the expert who sees what they cannot.

• Reframing failure from personal defect to systemic problem removes shame and creates hope.

Step 9: The Bridge to Solution

"My [Program Name] was specifically designed for this exact pattern. Here is how it works..."

Present your methodology in 3 layers:

Step 10: Present Packages

• Single Session: $120

• 4-Session Pack: $399 ($100/session)

• 12-Week Program: $1,199

• 6-Month Transformation: $2,499

• Group Program: $299/month

"I have two ways we can work together. Option A is the [12-Week Program] at $1,199, which includes [list inclusions]. This is the right fit for most clients because [reason]. Option B is the [6-Month Program] at $2,499, which adds [additional inclusions] and is designed for [specific situation]. Which one feels like the right level of support for what you are facing?"

• Present only TWO options. Three creates decision paralysis.

• Name the preferred option second (recency bias favors the last option heard).

• Ask "which one" not "whether." Assumes the sale is happening; the only question is which container.

Step 11: Handle Objections

See the Objection Handling Library (scripts/sales-scripts-objection-handlers.md) for exact responses to:

• "I need to think about it"

• "I cannot afford it"

• "I already know what to eat"

• "I want to try on my own first"

• "My partner does not support this"

• "I have tried everything"

Step 12: The Close

"If we move forward today, I can get your onboarding materials sent within the hour and schedule your first real session for [day]. What payment option works best for you — credit card or ACH?"

Step 13: Immediate Actions

• Send payment link or process payment immediately

• Send welcome email with onboarding instructions (see template-welcome-sequence.md)

• Schedule first coaching session in Practice Better / Healthie

• Add client to your CRM/client tracker

Step 14: Session Notes

Document in the client's file:

• Stated problem and true diagnosed problem

• Commitment score (1-10)

• Objections raised and how handled

• Package selected and payment terms

• First session scheduled date

• Any red flags or special accommodations needed

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INTAKE REVIEWED

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OPENING FRAME SET

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DEEP DIVE (25 min)

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COMMITMENT SCORE?

|-- 1-5 --> REFER TO FREE RESOURCE / GROUP PROGRAM

|-- 6-7 --> EXPLORE AMBIVALENCE, THEN RE-SCORE

|-- 8-10 --> PROCEED TO DIAGNOSIS

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DIAGNOSTIC BRIDGE

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OFFER PRESENTED

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v

OBJECTION?

|-- YES --> HANDLE (max 2 rounds), THEN CLOSE

|-- NO --> DIRECT CLOSE

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PAYMENT COLLECTED

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ONBOARDING INITIATED

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• [ ] Intake form reviewed at least 15 minutes before call

• [ ] All five discovery questions asked in order

• [ ] Commitment score recorded

• [ ] Prospect's exact words mirrored in summary

• [ ] True problem diagnosed, not just stated problem accepted

• [ ] Two options presented (not one, not three)

• [ ] Silence used after closing question

• [ ] Payment collected before call ends

• [ ] Welcome email sent within 1 hour

• [ ] Session notes documented within 4 hours

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