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WorksheetsTelesales-Call Structure Test (GHATTI)
Total questions: 30
Worksheet time: 23mins
What is the best response to a brush-off like “I’m busy, call me later”?
“When can I call back?”
“I totally understand, it sounds like you’ve got a packed schedule. Can I quickly ask you one question to check if Binghatti even fits your investment criteria, then I’ll let you go?”
“Ok sir, Thank you will call you later?”
A good way to handle a brush-off is to acknowledge, Empathize, Reframe and then ___ .
Ask prober questions for business and end the call after responding
Repeat back their words and insist then offer pitch
Ask a soft question to re-engage and Buy 30 more seconds: Use a mini – close to move forward
Ask why question to understand and explain your product
What is the best response to a brush-off like “I'm not interested”? (Early in call)
“No problem sir, thank you so much, bye…”
“I completely understand. Most of my clients felt the same initially… until they saw how Binghatti’s ROI was outperforming the market. May I just ask- are you currently investing in Dubai real estate?”
“But you don’t even know what I’m offering, let me explain one of our amazing projects with a very special discount”
During the (Hook) stage, what is your main goal?
Explain the project in detail
Build rapport by asking engaging questions and discovery questions
Close the deal immediately
Highlight the value of the meeting
What should you focus on during the "Action" & "Tailer the solution" stage?
Reading the brochure out loud and Offering discounts
Build value and matching client needs with a suitable property
Share your personal opinion and Explain the project in detail
Collect client’s documents
Which is the best description of a tie-down question?
“Did you understand?”
“That would definitely boost your profits, wouldn’t it?”
“Can I call again? Ok?”
“Do you have any questions?
How should you end a G.H.A.T.T.I call?
Thank them and hang up
Argue if they are hesitant and start to talk about prices and offers
Thank them for their registration and tell them sales consultant will call you
Confirm meeting/Confirm key details, Referrals and end positively
What’s the ideal timing to use the “Time to close” step?
At the beginning
Just after the greeting
After building value and getting buying signs
After objections
Which of the following is part of a good call opening?
“Good morning, Mr. Ahmed, this is Pretty speaking . Thank you for showing interest in our projects. I'm reaching out to offer you support in exploring a project that’s currently attracting strong interest from investors. The purpose of this call is to arrange a one-on-one consultation with one of our expert property advisors. Before we move forward, may I ask you a few quick questions to better understand what you're looking for?”
“Hi, this is Ahmed speaking from Binghatti Developers. The purpose of this call is to help you find a property that aligns with your investment /goals, and to arrange a one-on-one consultation with one of our expert property advisors.”
“Hi, Mr Ahmed, this is Aman speaking from Binghatti Developers. The purpose of this call is to help you find a property that aligns with your goals, and to arrange a one-on-one consultation with one of our expert property advisors.”
“Good morning, Mr. Ahmed, this is Adel speaking from Binghatti Developers. Thank you for showing interest in our projects and for registering on our website. I'm reaching out to offer you support in exploring a project that’s currently attracting strong interest from investors. The purpose of this call is to help you find a property that aligns with your goals, and to arrange a one-on-one consultation with one of our expert property advisors. Before we move forward, may I ask you a few quick questions to better understand what your requirements!”
In the following opening, what is MISSING?
“Good morning, Mr. (Client's name), this is (your name) speaking from Binghatti Developers. Thank you for showing interest in our projects. I'm reaching out to offer you support in exploring a project that’s currently attracting strong interest from investors. The purpose of this call is to help you find a property that aligns with your goals, and to arrange a free consultation with one of our expert property advisors. Before we move forward, may I ask you a few quick questions to better understand what you're looking for?”
Confirming leads source
Inviting to the meeting
Asking discovery questions
Explaining our projects in details
Why should you mention the client’s name in the opening?
To sound formal and professional
To create a personalized touch and show respect to establish rapport
Because it’s mandatory and this is the script
To check if they remember registering
Which one is NOT part of the 6 essential elements of a call opening?
Verify lead source
Introduce yourself and company
Share full project details
Thank the client for registering
What’s the purpose of a smooth transition in the call opening?
To surprise the client
To end the call quickly
To keep the client engaged and move naturally into the next stage
To distract them from objections and minimize brush offs
Which of the following is an open-ended question?
Do you want to buy this month?
Are you interested in property?
What’s the main goal with this purchase – Living, investing or both?
Do you need mortgage or you prefer cash?
Why are open-ended questions important in telesales?
They make calls longer
They reduce objections
They uncover client motivations and needs
They confuse the client so they will say yes to anything
What’s a good question to ask about investment plan?
Do you have a loan?
What's your budget?
Are you a cash buyer or you need a loan?
What price range are you comfortable with, so I can show you the most suitable options?
Why should you ask about the client’s time frame?
To delay the meeting
To qualify the urgency of the need
To avoid talking about money
To argue if it’s too long
“Which questions are essential to qualify and understand a potential client effectively?”
-Preferences questions.
-Purpose of buying.
-Financing question.
-Time Frame question.
-Decision making.
-Ice breaking questions.
-Budget questions.
-Time Frame.
No need to ask any question, the client is registered already.
-Personal questions.
-Time Frame questions.
-Engagement questions.
-Decision making questions
What’s a good mini-close after mentioning a key benefit?
“Let’s sign now!”
“This sounds good to you so far, right?”
“You must decide today.”
“This is the best project ever.”
What does (I) in GHATTI stand for?
Introduce yourself
Improve rapport
Invite into action
Identify objections
Which of the following is an example of a buying signal?
“I’m just browsing.”
“Not interested.”
“What’s the price per sq. ft.?”
“I don’t think it’s right for me.”
Which of these helps build value effectively?
Mention key selling points based on their needs
Read all features
Focus on payment plans and prices only
Avoid mentioning benefits to not confuse the client
Why should you use a mini-close during a call?
To end the call faster
To test commitment and guide client toward a bigger close
To repeat pricing
To ask about competitors
What does FAB stand for?
Feature – Ask – Benefit
Feature – Advantage – Benefit
Follow – Action – Buy
Find – Analyze – Budget
What should you do after using FAB technique with the client?
Wait for objections
Use tie-down with a “yes” answer question
Ask for referral
Move to closing immediately
Why is it important to end your value pitch with a benefit question (tie-down)?
To test memory
To challenge the client
To get small agreement and build toward a close
To confuse the client and lead him to say yes
When asking about decision-making, which question is appropriate?
Who else is involved in making this decision with you?
Can you buy it today?
Are you sure you want to invest?
Why are you delaying?
The client says: “This sounds good, but why should I come to the meeting?”
What’s the BEST way to highlight the value of the meeting?
“Because I said it’s important.”
“This is our process sir.”
“At the meeting, our senior advisor will show you options tailored to your exact preferences and guide you through the best investment choices.”
“If you don’t attend, you’ll miss a good deal.”
Before highlighting importance of the meeting and end the call , what’s the BEST way to recap key points?
“You’ll see everything later, thanks for your time, bye.”
“So, just to summarize: you’re looking for a 2-bedroom, prefer Downtown, with a payment plan under AED 3M. We’ll present tailored options that meet all of this — (and confirm (Full name, meeting time, email, contact,”
“You’ll remember it all when you come.”
“Don’t worry, our team will explain.”
What does 'No orientated questions' help you achieve?
A quick agreement
Ending the call faster
A feeling of safety and control for the client
Agreeing with everything the client says
