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First Call Custom Brief

Here are some prompts to help you better understand your customer before jumping on that first call.

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Pain Points & Priorities

Based on your inputs, these are pain points your customer may be experiencing:

  1. Time constraints- The Director of Sales will be operating on limited resources to complete required tasks in a timely fashion.
  2. Financial constraints- Sales departments may be limited in budget and may be tight on resources for their team members or department.
  3. Communication- With a larger team size, it can be hard to ensure that all team members are up-to-date on changes, priorities, or new processes.
  4. Accountability- Sales departments want to make sure their team is efficiently tracking tasks and goals, and accurately reporting back to the management.
  5. Visibility- Directors of Sales need to create transparency and visibility into the daily activities of their team to ensure tasks and goals are being achieved.
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Objectives & Key Results

Use these OKRs (objectives and key results) to help your customer find success:

  1. Evaluate the current sales process in terms of time, efficiency, customer satisfaction, and cost-effectiveness.
  2. Analyze customer data to gain insight into the customer’s needs, expectations, and motivations.
  3. Develop a plan for efficiently onboarding new customers with a focus on collaboration and visibility.
  4. Conduct customer interviews to capture current trends and gains feedback about system usability.
  5. Identify opportunities to improve team communication, accountability, and collaboration.
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Tactical Considerations

Consider these tactics and strategic initiatives your customer may be planning:

  1. Balancing the needs of internal stakeholders with external clients and partners and ensuring that stakeholders are meeting or exceeding expectations.
  2. Developing strategies and set goals to grow customer relationships and maximize revenue.
  3. Finding ways to optimize operations and reduce costs while simultaneously maintaining quality.
  4. Driving customer engagement through upselling, cross-selling, and renewals.
  5. Providing excellent customer service to ensure customer loyalty and satisfaction.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Find out what challenges the customer is facing and how our SaaS tool could help. Putting the focus on their needs/concerns is a great way to start.
  2. Ask open-ended questions to gain insight into their objectives, team dynamics, and desired outcomes.
  3. Take notes and be sure to use the customer's name during the conversation. Personalizing the conversation can go a long way in building trust and rapport.

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