Time offered

Taking the next step

Offer two times instead of asking whether the customer wants to meet, and attach the topic and a person to them: the options will be ready and they will be speaking with you by name. Then put it in writing the same day while the conversation is still fresh, and set the confirmation for the day before rather than the morning of.

Why it matters

Offering a time is the behavior that separates an appointment from an intention, and it is the one behavior a manager can hear cleanly on a recording. Let me know when works for you feels polite and leaves the team with nothing on the calendar, no reason to prepare and no one expecting the customer. Everything that follows, the confirmation, the materials ready, the right person on the call, depends on this sentence being said.

How to coach it

Play the last minute of a call that had everything except the ask. The rep usually hears the gap themselves, which is the point of using their own audio. Agree on the exact wording they will use for the two times, then role play the hesitation that follows it, because the ask is easy and the pause after it is what people avoid.

Practice the conversation

The manager plays the customer. The rep responds, then you review it together.

The customer says

"Sounds good. I'll probably give you a call sometime next week."

Your goal

Turn sometime into two specific times and get one of them agreed before the call ends.

Feedback after the call

• You offered two specific times instead of asking when they were free.
• You let sometime next week stand instead of picking the hour.
• You did not tell them who they would be talking to.
• You stayed quiet after the ask instead of filling the pause.