GreenThumb programmeAdmin

Coaching / observation

Contact Centre Sell

Sell (and save) — one conversation at a time.

Mindset shift

From “I'm selling a package.”

To “I'm helping someone get the lawn they want”

Turn enquiry calls into consultative conversations that end in a booking or a clear next step.

Other checklistsOutbound Save Lawn Operatives All checklists

The session

Team member being coached

Manager / observer

Branch or team

Date of coaching (blank uses today)

Contact type or call context

CRM or call reference (avoid customer personal details)

The standards

0 of 9 rated

Mark one per standard: M = Met · D = Developing · N = Not demonstrated · NA = Not applicable. Record specific words or actions. Use NA when the standard did not apply to this call; explain why in the evidence box.

01

Prepare

Read the CRM notes before the call. Check any previous contact, quotes or history at the address.

Evidence — what you saw or heard

02

Open

Greet warmly and take ownership of the call.

Evidence — what you saw or heard

03

Discover

Ask questions to understand the Condition, History, Goal and Timing. Record the answers.

Evidence — what you saw or heard

04

Recommend

Let the customer's answers point to the recommendation. Link relevant extras to what they have said.

Evidence — what you saw or heard

05

Reverse the risk

Use social proof and explain GreenThumb guarantees and the cancellation process.

Evidence — what you saw or heard

06

Handle objections

Aim to understand, not overcome.

Evidence — what you saw or heard

07

Next step

Gain commitment to an agreed follow-up action.

Evidence — what you saw or heard

08

Record

Update CRM notes at the end of the call. Record the Condition answers, the recommendation, the next step and any follow-up date.

Evidence — what you saw or heard

09

Follow up

Do what you said you would do.

Evidence — what you saw or heard

Immediate follow-up

Anything to put right now — include owner and timing.

Agree the coaching plan

What worked well — repeat this

Priority improvement — one behaviour to change

Team member's reflection

Agreed actions

Action 1 — practice or behaviour

Owner

Due date

Success evidence — how you'll know it worked

Action 2 — practice or behaviour

Owner

Due date

Success evidence — how you'll know it worked

Next coaching review date

How improvement will be checked

Sessions are visible to the programme admin only, and roll up into the coaching dashboard.