The millennial and gen Z phone sales script

drsuzbaxter
Oct 5, 2022
3 min read

Updated: 3 days ago

Ok, I don’t know about you, but I HATE making phone calls.

Dentist appointments? Hairdressers? Even calling clients — ugh. I know I have to do it. I’m (apparently) an adult. But when an unknown number rings me out of the blue?

😱 PANIC.

That said, I’ve come a long way. I no longer need to script out my call to the hairdresser (progress), and I don’t rehearse client calls like a Shakespeare monologue anymore.

Still, I figured if I needed help once, maybe someone out there still does now.

Let’s Reframe the Sales Call

You're not cold-calling to trick someone. They found you. They’re curious. They probably need help.

So:

Take a breath.
Remember they’re a human being.
Match their energy. If they talk slow, slow down. If they’re lively, meet that too.

Try Something Like This

“Hi, this is Susan from the Dr Suz Squad — how have you been?”(Let them breathe and respond.)

“I know you’re busy, so I’ll keep it brief. I saw your inquiry and just wanted to reach out to learn more about how I can best support you with your goals.”

“Can I quickly check how to pronounce your name properly? I never want to get that wrong.”(Please don’t call me "Su" — it’s Suz or Susan 😅)

“How did you hear about us, and what are you most hoping to work on?”

“And why now?”(This question often reveals more than the first three combined — but give it time.)

What Not To Do

This is where some sales trainer will tell you to ask:

“What happens if you don’t reach that goal? How much money do you have to solve this problem?”

😒 Please don’t.

That’s like going on a first date and immediately asking someone what their retirement plan is and how many kids they want. Too much, too soon.

Also, ditch phrases like:

“What are you struggling with most?” ← feels invasive
“We’ve helped hundreds of people just like you…” ← sounds robotic
“We’re the best at what we do!” ← ok, but if you were, you wouldn’t need to say it

Your goal is connection, not domination. Let them talk.

Listen > Sell

Instead, ask:

“Have you been working on this for long?”“What have you tried so far?”

Then actually listen. Don’t use it as a setup for tearing down other trainers or pushing your method like gospel.

Never bad-mouth another fitness professional. Even if you think their approach is off, find a neutral or supportive angle:

“I used to follow that approach too — then I saw some new research that changed my mind…”

Bring your experience in as context, not as a mic-drop.

Validation Changes Everything

Before you pitch anything, say something like:

“Wow, it sounds like you’ve really tried a lot. I can imagine that’s been frustrating — putting in effort and not seeing the results you deserve.”

That’s the moment trust is built.

Then ask:

“How often can you realistically set aside to work on this right now?”

From here, you can gently pivot:

“Would you be open to booking in a short health screen to see if this is the right fit?”

The Back End Matters Too

Once they say yes, I’ve automated what happens next:

They get a link to my health screening form and my calendar (limited to the next week only).
They’re added to a nurture sequence that reminds them about the session and gives directions.
If they haven’t booked within 24 hours, they get a reminder.

Because here’s the thing: follow-up reduces drop-off. You’re not pestering — you’re supporting.