Timing Guide

When to move between phases and signs that you're ready to progress.

6.6 min

Average Successful Call

Time Distribution

Phase	Name	Owner	Duration	% of Call
1	Open & Qualify	Opener	30 sec - 2 min	~10%
2	Rapport Building	Shared	2-3 min	~20%
3	Discovery	Closer	1-2 min	~15%
4	Fact Finding	Closer	1-2 min	~15%
5	Expectations	Closer	1-2 min	~10%
6	Tailored Presentation	Closer	~2 min	~15%
7	Close	Closer	~2 min	~15%

Handoff Point: The call transitions from Opener to Closer after Phase 2 (Rapport Building). The Opener owns ~30% of call time (Phases 1-2), while the Closer owns ~70% (Phases 3-7). Phase 2 is shared—the Opener starts building rapport, and the Closer deepens it.

Remember: Don't rush rapport to get to the "important stuff"—rapport IS the important stuff. Callers who feel heard are far more likely to commit.

Signs You're Ready to Progress

Phase 1 (Open & Qualify) → Phase 2 (Rapport Building)

You know if they're calling for themselves or someone else
They've said something about why they're calling
Basic context is established

Phase 2 (Rapport Building) → Phase 3 (Discovery)

Caller seems comfortable (not defensive)
They're willing to share information
Trust is building
Handoff occurs here: Opener transfers to Closer

Phase 3 (Discovery) → Phase 4 (Fact Finding)

You understand their general situation and why they're calling
You know the substance and basic severity
They've shared their initial story

Phase 4 (Fact Finding) → Phase 5 (Expectations)

You have concrete details (insurance, job status, timeline)
You understand their logistics and constraints
Key facts are documented

Phase 5 (Expectations) → Phase 6 (Tailored Presentation)

You've aligned on what treatment looks like
Misconceptions or fears have been addressed
They understand the process and commitment

Phase 6 (Tailored Presentation) → Phase 7 (Close)

You've connected their situation to your program's strengths
Major barriers (insurance, job, timeline) are addressed
They're asking "what next" questions

Common Timing Mistakes

Rushing Rapport (Phase 2)

Skipping rapport to get to "business" costs you. Rapport IS the important stuff. Callers who feel heard are far more likely to commit.

Fix: Spend a full 2-3 minutes on rapport. Use "I got you" and "Gotcha" frequently. Don't rush to Discovery.

Blending Discovery & Fact Finding (Phases 3-4)

Some agents jump straight to logistics without understanding the caller's story. Others dwell too long in emotional discovery without getting concrete facts.

Fix: Phase 3 is about their story and situation. Phase 4 is about concrete details (insurance, job, timeline). Do both, in order.

Skipping Expectations (Phase 5)

Jumping from facts to presentation without setting expectations leads to objections during close.

Fix: Always take 1-2 minutes to align on what treatment involves before presenting your program. Address fears and misconceptions early.

Closing Without Tailoring (Phase 6)

Trying to close before connecting their specific situation to your program's strengths creates resistance.

Fix: Before closing, ensure you've shown how your program addresses THEIR barriers and needs. Generic pitches don't convert.

Pacing by Caller Type

	Self-Caller	Loved One
Rapport	Can be faster—they're motivated	Take time—they need to trust you
Discovery	Let them vent—they need to be heard	Focused—they want solutions
Close	Push for today/tomorrow	May need to equip for conversation