SOP-01: Discovery Call Structure for Wellness Coaching

This Standard Operating Procedure defines the exact structure, scripts, and follow-up protocol for conducting discovery calls that convert prospects into high-ticket wellness coaching clients. Following this SOP ensures consistent call quality, maximizes conversion rates, and creates a premium experience that reflects your coaching brand.

This SOP applies to all discovery calls conducted by the coach, sales support team, or any team member responsible for enrolling new clients into 1:1 coaching, group programs, or high-ticket offerings.

Step 1: Review the Intake Form

• Read the prospect's completed application in full

• Highlight key pain points, goals, and previous attempts

• Note any red flags (unrealistic expectations, unwillingness to invest, etc.)

• Identify connection points from their social media or LinkedIn profile

Step 2: Prepare Your Environment

• Close all non-essential browser tabs and applications

• Open: intake form, pricing sheet, calendar booking link, note-taking document

• Test your audio and video 5 minutes before the call

• Have water nearby; do not eat or chew gum during the call

• Set your phone to Do Not Disturb

Step 3: Mental Preparation

• Review the prospect's name pronunciation

• Take three deep breaths to center yourself

• Remember: you are the expert. Your energy must be calm, confident, and compassionate

• Set the intention: "My goal is to determine if I can help this person, not to sell them"

Step 4: Document Setup

• Open your Discovery Call Notes template

• Pre-fill: prospect name, date, source (how they found you), application highlights

• Create sections for: Current State, Desired State, Gap Analysis, Objections, Next Steps

Step 1: Warm Welcome

Begin the call with genuine warmth and gratitude.

Script: "[Name], thank you so much for taking the time today. I have reviewed your application, and I am genuinely excited to dig in with you. Before we start, I want to make sure we are aligned on how this call works."

Step 2: Set the Agenda

Establish your role as the diagnostic expert, not a salesperson.

Script: "My goal in the next 30-40 minutes is to understand exactly where you are right now, where you want to be, and whether my coaching is the right fit to bridge that gap. If it is, I will share exactly what that looks like and answer all your questions. If it is not, I will point you toward resources that might serve you better. Does that sound good?"

Step 3: The Opening Question

This question reveals their primary motivation and emotional state.

Script: "Great. To get us started, tell me — what motivated you to book this call today? What is the specific challenge or goal that brought you here?"

• Let them speak uninterrupted for 2-3 minutes

• Take detailed notes on exact phrases they use (these become your mirror language later)

• Do not interrupt, solve, or redirect in the first 90 seconds

• Listen for: pain level, urgency, previous attempts, emotional language

Step 1: Daily Life Audit

Understand their current reality in vivid detail.

Script: "I want to understand your full picture. Walk me through a typical day for you — from when you wake up to when you go to bed. What does your energy, your eating, your movement, your stress level, and your sleep look like?"

• Ask follow-up questions for specificity: "What time do you usually crash?" "How many hours of deep sleep does your tracker show?"

• Note contradictions between what they say and what their behavior suggests

• Listen for hidden costs: relationship strain, career impact, medical expenses

Step 2: Attempt History

Map what they have already tried and why it failed.

Script: "What have you already tried to address this? What worked, even a little, and what completely failed?"

• Create a complete inventory: diets, programs, coaches, apps, supplements, medical interventions

• For each failure, ask: "Why do you think that did not work for you?"

• Identify the pattern: are they seeking information or integration? Accountability or autonomy?

• This reveals what they actually need versus what they think they need

Step 3: Cost of Inaction

Help them calculate the true cost of staying where they are.

Script: "When you think about the cost of staying exactly where you are right now — not just financially, but in terms of your energy, your relationships, your confidence, your longevity — what does that cost look like one year from now? Three years?"

• Let them answer in their own words first

• Gently add dimensions they miss: "What about the impact on your marriage?" or "How does this affect your ability to show up for your kids?"

• Write down their numbers and statements verbatim. You will use these in Phase 4.

Step 4: Future Without Change

Create a vivid picture of the default future.

Script: "If nothing changes — if you continue on the exact trajectory you are on right now — where do you honestly see yourself six months from now? Be honest."

• This question often produces the most emotionally honest response of the entire call

• Do not rescue them from the discomfort. Let it sit.

• Note their body language (if video) or vocal tone changes

Step 1: The Transformation Future

Paint a picture of their desired reality.

Script: "Let me ask you to step into a different future. Imagine we are having this conversation six months from now and everything has transformed exactly as you hoped. What is different? Be specific — what do you feel when you wake up? How do you move through your day? What are people saying about you?"

• Encourage sensory detail: feelings, sights, sounds, physical sensations

• Ask about impact areas: career, relationships, confidence, health markers

• Note the gap between Current State and Desired State — this is your value proposition

Step 2: Commitment Calibration

Assess their true commitment level, not just their desire.

Script: "On a scale of 1 to 10, how important is making this transformation? And what makes it a [number] rather than a [number minus 2]?"

• A 7 or below indicates low readiness. Consider whether they are a fit now.

• An 8-9 indicates high desire but possible obstacles. Explore what would make it a 10.

• A 10 indicates readiness. Proceed with confidence.

Step 3: Readiness Check

Determine if they are prepared to invest time, energy, and money.

Script: "What would becoming this version of yourself make possible in your career? Your relationships? Your legacy? And what are you willing to invest — in terms of time, energy, and resources — to make this transformation real?"

Step 1: Summarize the Gap

Mirror back what you have heard with precision.

Script: "Here is what I am hearing. You are at [current state], and you want to be at [desired state]. The gap between those two places is not information — you have read the books and tried the programs. The gap is [customized: integration, personalization, accountability, nervous system regulation, metabolic repair, etc.]. Does that feel accurate?"

• Use their exact words and phrases from earlier in the call

• This mirroring creates deep trust and demonstrates that you truly listened

• Pause and wait for their confirmation before proceeding

Step 2: Client Qualification

Establish that they are the right fit for your methodology.

Script: "The clients who get the best results with me share three qualities: [quality 1 based on their application], [quality 2], and [quality 3]. From what you have shared, I see those in you. Here is what working together would look like..."

• The three qualities should reflect your actual successful client profile

• This frames the offer as selective, not desperate

• If they do not match, be honest: "Based on what you have shared, I am not sure this is the right timing. Here is what I would recommend instead..."

Step 1: Present the Offer

Use the Solution Presentation Script from your scripts library.

Script: "I work with clients through my [Program Name], which is a [duration] comprehensive coaching program. Here is exactly what that includes..."

• List deliverables with specificity, not vagueness

• Include session frequency, duration, support channels, bonuses, and resources

• Reference the transformation gap you identified in Phase 4

• Connect each deliverable to a specific outcome

Step 2: State the Investment

Present pricing with confidence and silence.

Script: "The investment for [Program Name] is [price]. I offer [payment plan option] to make this accessible. Based on everything you have shared, does this feel like the right next step?"

• State the price clearly without apologizing or hedging

• Do not fill the silence after stating the price. Count to 10 internally.

• Let them process. The first person to speak after price loses negotiating leverage.

Step 3: Handle Objections

Reference the Objection Handling Scripts in your scripts library.

• Listen fully to the objection without interrupting

• Validate their concern: "I completely understand. That is a very reasonable consideration."

• Ask a clarifying question: "Can you tell me more about what specifically concerns you?"

• Address the root concern, not the surface statement

• Return to the gap analysis to re-anchor value

Step 1: Define the Path Forward

If they say yes:

• "Excellent. Here is exactly what happens next. I will send you the enrollment link within the hour. Once you complete the payment, you will receive your welcome email with onboarding instructions and your first session scheduling link. Our first official session will be scheduled within [timeframe]."

If they need time:

• "I respect that you want to think about it. What specific questions do you need answered to feel confident in your decision?"

• Set a specific follow-up time: "Let us reconnect on [day] at [time]. I will call you then."

If they say no:

• "I appreciate your honesty. Can you share what would need to be different for this to be the right fit?"

• Offer a lower-tier alternative or referral if appropriate

• Leave the relationship open and positive

Step 2: Send Follow-Up Within 60 Minutes

Subject: Great speaking with you today, [Name]

Body:

"[Name], thank you for the conversation today. I am [excited to support you / grateful for your openness / looking forward to our follow-up on [date]].

[If enrolled: Your enrollment link is here: [LINK]. Your welcome packet will arrive within 2 hours of enrollment.]

[If follow-up scheduled: I have blocked [date/time] for our follow-up call. Here is the calendar link if you need to reschedule: [LINK].]

[If not ready: As promised, here are the resources I mentioned: [LINKS]. I am here when you are ready.]

Warmly,

[Your Name]"

Step 1: Complete Call Notes

• Rate the call: 1-10 on rapport, pain clarity, fit, and likelihood to enroll

• Record exact objections and your responses

• Note any personal details shared (children's names, upcoming events) for future reference

• Document next steps with deadlines

Step 2: Update CRM

• Update prospect status: Qualified, Nurture, Not Ready, Enrolled, Declined

• Set follow-up reminders

• Tag with relevant labels: objection type, price sensitivity, readiness level

Step 3: Add to Pipeline Report

• Update your weekly discovery call tracking sheet

• Note: total calls, enrollment rate, average deal value, common objections

• Target Discovery Call-to-Client Conversion Rate: 40-60% (optimized with this SOP)

• Target Average Call Duration: 35-45 minutes

• Target Follow-Up Speed: Within 60 minutes

• Target Enrollment Speed: Same day or within 48 hours

Clozo Academy Proprietary Curriculum — The Wellness Coaching Growth System Pro