Question catalog for customer conversations
Questions for every phase, from the business model, call volume, problems and technology to setup, ongoing care and the decision. To pick from, not to work through.
This catalog is a selection, not a questionnaire. For each conversation, pick the questions that fit the prospect, and let them talk. You need the answers for the demo agent, for the calculation when closing and for the setup.
1. Company and business model
- What does your company offer, and who are your customers?
- How many locations and employees do you have?
- What do you earn the most from: new jobs, regular customers, appointments?
- What makes a good customer for you?
2. Call volume and processes
- How many calls do you get on a normal day, and when the most?
- Who answers the phone today, and what else does that person do?
- What happens to calls after hours, at weekends and during the lunch break?
- Which requests come up most often?
- How many calls are appointment requests?
- Do you also call customers yourself, for example for reminders or callbacks?
3. Problems and goals
- When did you last miss a call that was important?
- Roughly what does a missed call cost you?
- What should be different in three months from today?
- How would you notice that the assistant is worth it?
4. Demonstration and first impression
- What did you like about the call, and what was missing?
- Which question should the assistant definitely be able to answer?
- How should it answer the phone, and how should it sound?
- When should it connect to a person, and to whom?
5. Telephony and technology
- Which provider does your number run through, and do you use a phone system?
- Can your phone system or provider forward calls, for example when unanswered?
- Do you use a calendar for appointments, and which one?
- Which system do you use to manage customers, such as a CRM?
- In which languages do your customers call?
- Who looks after IT at your company?
The answers lead you to the right connection, see Connect a number and Integrations.
6. Setup and ongoing care
- Do you want to set up the assistant yourself, or should we take care of it?
- Who maintains the prompt and knowledge when prices or opening hours change?
- Who receives the summaries after the calls?
- Would you like regular support, such as a monthly review?
How to offer setup and ongoing care is described under Pricing setup and ongoing care.
7. Decision and start
- Who else decides, and who should be at the next meeting?
- Does the data protection officer or IT have to agree?
- By when do you want to decide, and when should the assistant be running?
- Is there anything that speaks against starting this week?
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