Context: Lead hit the friction gate, chose "5-min Intro Call" option, and is now calling in.
To do: Be prepared in taking inbound calls
Our Goal: Qualify the leads by following the qualifications list and book the call.
Opening
"Hi, thank you for calling AestheticMatch, this is [NAME]. Who do I have the pleasure of speaking with?"
[Wait for name]
"Hi [LEAD NAME], great to meet you! I see you took our quiz about [PROCEDURE]. I just have a few quick questions to make sure we're the right fit, and then I can get you scheduled with our concierge team. Should only take about 5 minutes — does that work?"
Qualify
"So tell me, what's got you thinking about [PROCEDURE] right now?"
Listen for:
Specific life event (wedding, divorce, weight loss, aging)
Long-term desire finally acting on
Specific insecurity they want to address
Red flag:
"Just checking prices"
"My friend told me to call"
Can't articulate why
"Have you had any consultations with surgeons before, or is this your first time exploring options?"
Listen for:
Fresh = good, we can guide them
Had consults but didn't book = find out why (price? trust? timing?)
Shopping around = fine, but gauge seriousness
"When it comes to making a decision like this, is it just you, or is there a partner or family member you'd want to loop in?"
If partner involved:
"Have you two talked about this already?"
Listen for:
Already discussed = good
Partner doesn't know = risk of no-show or stall later
"Perfect. So here's how we work — our service is completely free to you. We have a concierge team that spends real time finding you surgeon matches based on your goals, budget, and location. The next step is a 30-minute discovery call where they learn more about what you're looking for.
The only thing we ask is that if you book a time, you show up. We're a small team and we block out time specifically for you. Can you commit to that?"
Wait for verbal confirmation.
Scheduling
If qualified:
"Great! Let me find a time that works for you. Do mornings or afternoons usually work better?"
[Book into Calendly]
"Alright, you're all set for [DAY] at [TIME]. You'll get a confirmation email and a reminder the day before. Any questions for me before we wrap up?"
"You're in good hands — our team has helped hundreds of patients find the right surgeon. Talk soon, [LEAD NAME]!"
Too early / not serious:
"It sounds like you're still in the early research phase, which is totally fine. What I'd recommend is — we have some resources I can send you about how to evaluate surgeons and what to expect with [PROCEDURE]. Once you're ready to take the next step, just give us a call back or book through the website. Sound good?"
[Add to nurture sequence, tag "Not Ready"]
Budget misaligned:
"I want to be upfront with you — [PROCEDURE] typically runs between $X and $Y with board-certified surgeons. If that's higher than you were expecting, I don't want to waste your time on a call that won't be helpful. Would you like me to send you some info to review, and you can reach back out if the numbers work for you?"
[Add to nurture, tag "Budget Misaligned"]
Inbound Qualification Checklist
Criteria
Qualified
Not Qualified
Why now?
Timeline
Decision Maker
Budget
Commitment
Clear motivation
within 6 months
Yes, or already discussed w/ partner
In range for the procedure
A verbal affirmation (Yes)
Was just looking / Vague answer
Someday / No specific timeline
Partner is unaware
Way below market
Hesitant
Note: Need 3/5 reasons to qualify before booking. If 3/5, use your judgment.
MondayCRM Tags
Tags
When to use
Qualified - Booked
Not Ready - Nurture
Budget Misaligned
Bad timing
Not interested
Passed qualification, discovery call scheduled
Interested but not ready, follow up later
Wants procedure but budget unrealistic
Good lead but timing not right, schedule follow-up
No longer interested, do not contact