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How your call with Dana went
SampleScored against Halden's playbook, 2 minutes after you hung up.
A good call
You kept Dana on her late trucks and asked for the pilot.
Listen back
Play the call, or tap a dot to jump to a moment.
11:30You answered the price question before sizing the cost.
- Open90
- Ask what happened84
- Put a number on the cost (your lowest step)62
- Show the route plan80
- Answer their worries71
- Ask for the pilot82
Dana: Each late truck costs us about a weekend of sales. The holidays are what worry me.
You: That makes sense. Which stores feel it most?
Dana: Oak Street and Riverside. But your rates are higher than our current carrier.
You: We can match most rates if we need to.
Dana: Okay. Marcus will want to see that in writing.
You: Sure. I'll send a rate comparison today.
Try saying this next time
At 11:30 Dana pushed back on price. Here's a stronger answer.
We can match most rates if we need to.
Fair. Against what a late truck costs the stores, where would it need to land?
Why: a number for the cost gives Marcus something to weigh your rate against.
Dana's words “a weekend of sales” are waiting for Dee to approve. Open playbook