AI-Generated Suggestions
Review with management before implementing.
Closer: Implementation Roadmap
Phased rollout plan for implementing Closer improvements with clear priorities, expected impact, and realistic timelines for each phase.
Expected Outcomes Summary
Total potential improvement: +16-25% close rate (from current 65% to 75-80% when systematized)
Phase 1: Immediate (Weeks 1-4)
1. Add "I Need to Think About It" Protocol
Implement three-tier response framework: Gentle Urgency â Consequence Framing â Social Proof. Add to close section of script with specific language for each tier.
Training Required:
45-minute workshop on protocol + role-play practice
2. Create Hot Button Capture Template
Design and roll out Hot Button Capture Sheet for all calls. Train Closers on completing during discovery and referencing during objection handling.
Deliverables:
- âĸ Digital template in CRM or printable sheet
- âĸ Training on 5-layer discovery questions
- âĸ Examples from Tyler/Jake calls
3. Add Missing Objections to Playbook
Add responses for: Stigma concerns, trust barriers ("been lied to"), outpatient vs. inpatient, "Can I leave early?" autonomy concerns. Update Closer-Objections.md.
4. Add Fear vs. Hesitation Diagnostic Questions
Train Closers to ask "What's really holding you back?" and diagnose: Fear-based, Logistics-based, Trust-based, or Family-based hesitation before deploying response.
5. Rewrite Competitive Positioning Section
Update script to validation-first approach: Validate competitor, then reframe, then position collaboratively. Avoid defensive language. Use Tyler's approach from real calls.
Phase 1 Expected Impact: +3-5% close rate improvement
These are script changes and simple frameworks - no major process overhaul
Phase 2: Medium Effort (Months 2-3)
1. Implement Commitment Ladder in Close Section
Rewrite close section with three-level approach: Micro Commitment (assessment) â Provisional Commitment (schedule for later) â Full Commitment (admission now). Replace binary yes/no approach.
Training Required:
2-hour workshop on commitment ladder + extensive role-play practice
2. Rewrite Hot Button Discovery Section
Add 5-layer questioning framework: Primary â Secondary â Emotional â Relationship â Legacy. Teach Closers to dig 2-3 levels deeper than current script suggests.
3. Loved-One Caller Boundary Framework
Create enhanced boundary-setting framework with ethical foundation, leverage assessment, and boundary commitment process. Add intervention referral protocol.
4. Build KPI Tracking System
Start tracking: Overall close rate, close rate by objection type, conversion by caller type, time-to-close, no-objection vs. multi-objection close rates.
5. Advanced Objection Handling Workshop
Implement 4-module training: Objection Psychology, Diagnostic Questions, Strategic Reframing, Persistence Without Pressure. Monthly recurring sessions.
Phase 2 Expected Impact: +5-8% close rate improvement
Requires training investment and process refinement but high ROI
Phase 3: Strategic (Months 4-6)
1. Real-Time Objection Coaching System
Digital playbook reference (tablet/laptop) or AI-powered sidebar coach. Provides suggested responses mid-call when Closer encounters unexpected objection.
2. Call Analysis & Pattern Recognition Tool
AI-powered system that analyzes all recordings, extracts top performer techniques, identifies patterns, and generates "Top 10 Responses by Success Rate" for each objection.
3. Follow-Up Automation
Automated SMS/email follow-up system for "let me think" callers. Tier 1 (24 hrs) â Tier 2 (48 hrs) â Tier 3 (72-96 hrs personal outreach) â Tier 4 (1 week warm referral).
4. Emotional Intelligence Training
Comprehensive EI skills training: Reading emotional state, naming emotions, managing caller overwhelm, recognizing your own emotional state, repair when rapport is lost.
5. Sentiment Analysis for Caller Readiness (Optional)
AI system that tracks caller tone in real-time, provides readiness score, alerts when sentiment drops, predicts no-show risk. Enables proactive adjustments mid-call.
Phase 3 Expected Impact: +8-12% close rate improvement
Strategic investments in technology and systematic processes for long-term scalability
Success Milestones
Week 4: Measure Phase 1 Impact
Compare close rates before/after protocol implementation. Target: +3-5%
Month 3: Measure Phase 2 Impact
Evaluate commitment ladder effectiveness. Target: +5-8% additional improvement
Month 6: Measure Phase 3 Impact
Full implementation review. Target: 75-80% overall close rate
Ongoing: Iterate & Optimize
Use KPI dashboard to identify weak points, continue refinement
Roadmap Status: Pending Review
Total Timeline: 6 months for full implementation
Expected ROI: +16-25% close rate improvement = significant revenue impact