Strengths:
- After disclosing the call, Bree gains agreement to ensure both she and the third party are on the same page.
- Bree asks clarifying questions to find out where the third party is calling from and how she would like to receive the document.
- Bree foreshadows a hold in order to reach out to the client for auth.
- Good execution of the strong close!
Opportunities:
- Strong intro. Bree does not use the third party's name in her greeting, when she is brought on the line. We do this to help personalize the call. Try writing down the name given by the team member, so that you have it readily accessible.
- After disclosing the call, Bree gains agreement to ensure both she and the third party are on the same page.
- Bree asks clarifying questions to find out where the third party is calling from and how she would like to receive the document.
- Bree foreshadows a hold in order to reach out to the client for auth.
- Good execution of the strong close!
Opportunities:
- Strong intro. Bree does not use the third party's name in her greeting, when she is brought on the line. We do this to help personalize the call. Try writing down the name given by the team member, so that you have it readily accessible.