Welcome to our comprehensive guide for qualifying and converting prospects during discovery calls. This Standard Operating Procedure (SOP) outlines the structured approach we use to efficiently qualify leads, position our services, and seamlessly transition clients into our onboarding process.
This presentation will walk you through each step of our proven workflow, from initial contact to successful conversion, providing you with the tools and techniques needed to maximize every client opportunity.
DC
by Dexter Crawford
Purpose & Objectives
Efficient Qualification
Quickly identify if prospects match our ideal client profile to avoid wasting resources on poor-fit leads
Value Positioning
Clearly articulate our unique "Design to Win" model and demonstrate how it addresses client pain points
Conversion Success
Guide qualified prospects through a structured process to secure onboarding payment and begin the client relationship
Our discovery call workflow serves as the critical bridge between marketing efforts and client onboarding. By following this structured approach, we ensure each prospective client receives a consistent, value-driven experience while efficiently filtering out unqualified leads.
Workflow Scope & Boundaries
Starting Point
Lead books or requests a consultation through our scheduling system
Core Process
Preparation, discovery call, qualification, and offer presentation
Endpoint
Prospect pays onboarding fee or is marked as unqualified/disengaged
This SOP is specifically designed for our CFO, Dexter Crawford, and future Client Success Representatives. It covers the entire discovery call journey but excludes marketing activities that generate leads and the backend onboarding tasks that occur after payment is received.
By clearly defining these boundaries, we ensure everyone understands their role in the qualification and conversion process while maintaining a seamless client experience.
Team Roles & Responsibilities
Currently, our CFO Dexter Crawford handles the entire discovery call process, from initial qualification to closing the sale. This ensures our prospects receive expert guidance from day one, establishing trust and demonstrating our commitment to quality.
As we scale, we'll introduce an Administrative role to manage booking confirmations and intake preparation, allowing our CFO to focus exclusively on the strategic elements of the discovery call. This division of responsibilities will maintain our high conversion rates while increasing operational efficiency.
Essential Tools & Resources
Scheduling & Intake
Google Calendar with booking links
Google Form for client intake
Call Materials
Call script/prompt (Google Docs)
Presentation deck (Google Slides/Gamma)
Follow-up & Tracking
Payment links (Stripe/ACH instructions)
CRM/Lead tracker (Google Sheets)
Our discovery call workflow relies on Google Workspace tools, creating a seamless, integrated system that's both powerful and accessible. Each tool serves a specific purpose in the qualification and conversion process, from scheduling the initial call to tracking the outcome.
By standardizing on these tools, we ensure consistency across all prospect interactions while maintaining the flexibility to tailor each experience to the client's specific needs and situation.
Step-by-Step Procedure
Booking Confirmation
Confirm lead booking via Google Calendar or manual inquiry (Admin, Same day)
Build rapport, identify pain points, introduce "Design to Win" model, qualify based on 3 red flags, explain pricing, present next steps (CFO, 30-60 mins)
Follow-up Communication
Send summary email with payment instructions via Google Doc/Sheet (CFO/Admin, 1 business day)
Outcome Documentation
Log result in Google Sheets tracker as Won, Not Now, or Unqualified (CFO/Admin, 1 business day)
This structured approach ensures every discovery call follows a consistent pattern while allowing for personalization based on the prospect's specific situation. The $2,500 onboarding fee plus 10% success fee pricing structure should be clearly communicated during the call.
Workflow Visualization
Lead Booked
Prospect schedules consultation via booking link
Intake Review
Analyze prospect information and prepare for call
Discovery Call
Qualify, present offer, and discuss next steps
Close or Disqualify
Secure commitment or respectfully end process
Follow-up
Send payment instructions or alternative resources
This visual representation helps team members understand the complete discovery call workflow at a glance. Each stage flows naturally into the next, creating a seamless experience for both the prospect and our team members.
The cyclical nature of the process emphasizes the importance of documenting outcomes and learning from each interaction, allowing us to continuously refine our approach and improve conversion rates over time.
Version Control & Documentation
Original Document
Version 1.0 created on May 11, 2025
Regular Updates
Changes to script, tech stack, or pricing
Team Accessibility
Available to all client-facing staff
Maintaining proper version control ensures all team members are working from the most current workflow guidelines. This SOP was originally drafted by Dexter Crawford on May 11, 2025, and will be regularly reviewed and updated as our processes evolve.
Each revision will be clearly documented with version numbers, dates, authors, and specific notes about the changes made. This transparency allows team members to quickly identify what has changed and adjust their approach accordingly.
Review Schedule & Maintenance
05/11/25
Last Review
Initial document creation by Dexter Crawford
11/11/25
Next Review
Scheduled 6-month assessment of workflow effectiveness
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Key Triggers
Script changes, technology updates, or pricing adjustments
This SOP follows a semi-annual review schedule to ensure it remains current and effective. The next formal review is scheduled for November 11, 2025, but updates may occur sooner if significant changes are made to our discovery call process.
Specific triggers for immediate updates include modifications to our call script, changes to our technology stack, or adjustments to our pricing structure. By proactively maintaining this document, we ensure all team members have access to the most current and effective qualification and conversion strategies.
Best Practices & Success Tips
Master the Qualification Process
Focus on identifying genuine urgency signals
Gracefully Disqualify Poor Fits
Save time by recognizing non-ideal prospects early
Leverage Visual Aids Effectively
Use Gamma deck to clarify your 3-phase offer
Document Every Interaction
Build a data foundation for continuous improvement
Watch for key urgency signals during discovery calls, such as pending lawsuits, denied funding, or ambitious goals without proper financial structure. These indicators often represent the best opportunities for meaningful client engagement and successful conversions.
Don't hesitate to politely disqualify prospects who demonstrate no real pain, urgency, or willingness to invest. This preserves your valuable time and allows you to focus on leads with higher conversion potential. Consistently documenting each interaction in your Google Sheets tracker will help identify trends and refine your qualification approach over time.