Role-Playing & Real Call Practice for Appointment Setters

Hi everyone, welcome to our Q&A session. Now that the Q&A form is approved, I’ve listened to a few calls from almost everyone. Today, we’ll calibrate and listen to a specific call that Tony and I selected for its interesting scenario. I know we can learn a lot from it. Feel free to take notes and participate, especially when we drill down on each Q&A attribute. Any questions before we start? No? Ok. This session aims to share best practices and learn from each other’s experiences in appointment setting. Here’s the call recording, which runs for 3 minutes and 30 seconds. Let me know if you can hear the audio.

“Hello? Good afternoon. This is Josy. Am I speaking with Ben Sear? Yes. Well, Ben, this is JV, calling on behalf of the Ministry of Trade and Export Development of the Government of Saskatchewan, Canada. The reason I’m contacting you is regarding the ministry conducting a virtual B2B program with Canadian companies in the e-commerce industry and companies in the MENA region. I wanted to check if you received the email we sent about the Canadian company Vasta. I don’t understand. Ok, the reason I’m reaching out is that the Ministry of Canada, on behalf of the Government of Saskatchewan, is organizing a program where a Canadian company named Vasta, a cloud-based end-to-end e-commerce platform, is expanding their network in the MENA region. They reviewed your company profile and are interested in meeting you for potential collaboration. I can resend the company profile details to your email, Ben. I think I already deleted it. I’m not interested. It doesn’t make much sense to me. You already saw the email? I don’t understand why the Government of Canada is advertising the services of an agency. I don’t know how that makes sense. I understand the confusion. The Government of Canada is helping companies expand their network in the MENA region, which is why we sent the invitation. They are paying for it? Why isn’t the company itself doing this if they are a digital company? The government has a special program to help these companies, hence the meeting request. Please take my feedback to your management because it makes no sense. I totally understand your point. Thank you and have a great day. Bye-bye.”

Should we play the recording again or are we good? Everyone’s good? Great. Let’s review the quality form. Can you see my screen? Yes? Ok. For interaction critical, the agent’s greeting was appropriate. Personalization and relatability were mixed; the agent addressed the lead by first name but failed to establish common ground when the prospect questioned the government’s involvement. Communication and active listening were handled well. Under customer critical, knowledge and credibility were partly met. The agent explained the product but hesitated on why the government was involved. We’ll mark knowledge and credibility as yes and value creation as no. Agreed? Thank you.

The government of Saskatchewan in Canada is partnering with Vasta, a Canadian company, in an initiative to support local businesses in expanding their reach. Vasta is a cloud-based, end-to-end e-commerce platform that provides tools to over 60,000 partners, enabling them to sell digital services and products to more than 5.5 million small businesses globally. Vasta is now focusing on expanding its network in the MENA region, and the company has expressed interest in meeting potential partners for collaboration. The call’s main objective is to establish connections between Vasta and prospective partners, clarifying the role of the Trade Commissioner Service and the Saskatchewan government in facilitating these introductions. It’s crucial to communicate the purpose of the trade mission and the specific roles involved to avoid confusion. This includes explaining that Aladdin, as the regional partner for the Saskatchewan government, is tasked with organizing meetings between Canadian companies and potential local partners. Properly setting the context and ensuring the prospect understands the mission’s goals can enhance the credibility and effectiveness of these calls.