Use Their Name: People respond positively to hearing their name

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Active Listening from the Start: Pay attention to their tone of voice. Are they rushed, relaxed, enthusiastic, hesitant?
Light, Genuine Small Talk (If Appropriate): If they mention something personal (e.g., "Sorry for the background noise, kids are home"), you can briefly acknowledge it empathetically. Don't force it if the caller is very direct.
Mirror (Subtly): If they speak quickly, you might slightly increase your pace. If they are slower and more deliberate, ensure you're not rushing them. Match their level of formality.
Express Enthusiasm & Understanding: "That sounds like an exciting project!" or "I understand that dealing with [their problem] can be frustrating."
Rapport building shouldn't be lengthy but should whatsapp number list create a more open and comfortable atmosphere for the questions to come.

C. The Discovery Phase: Asking the Right Questions (The Core of Qualification)

This is where you gather the critical information to determine if the lead is a good fit. The BANT framework (Budget, Authority, Need, Timeline) is a classic and effective model, which we will adapt and expand for contractors.

1. NEED (Understanding the Project & Motivation)
This should usually come first, as it helps frame the rest of the conversation.

"Could you tell me a bit more about the project you have in mind?" (Open-ended, encourages them to talk).
"What are you hoping to achieve with this project?" (Gets to the core desires).