Natisha Nelson

Heating Water Electricity 50 40 30 20 10 0 Jan Feb Mar Apr CRM & SALES PORTFOLIO Cold Calling • CRM Management • Appointment Setting Presented By Natisha Nelson Customer Service & Sales Specialist 📧-| 📞 (876) 212‑9968 PORTFOLIO DOCUMENT Standard Operating Procedure Cold Calling & Appointment Setting ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ Prepared by: Natisha Nelson Cold Caller & Appointment Setter Version 1.0 | March 2026 |- 📌 INTRODUCTION This document is a professional portfolio piece demonstrating my expertise in outbound cold calling, lead qualification, and appointment setting. It outlines the exact system I use to deliver consistent, professional, and results-driven performance for clients across multiple industries. This SOP reflects real-world experience, including: ▸ Managing high volume outbound calls, 50 to 100+ dials per day ▸ Qualifying leads accurately and booking confirmed appointments ▸ Logging all call data in CRM systems like HubSpot and GoHighLevel ▸ Delivering measurable results, 20+ appointments booked per week for roofing clients 🏆 MINI CASE STUDY "Using this SOP, I booked 20+ confirmed appointments per week for a roofing client. By following a structured qualification process and logging every call in CRM, the client's calendar stayed consistently full with qualified leads, resulting in a measurable increase in booked jobs and revenue." What I Did ▸ ▸ ▸ ▸ ▸ Made 70 to 100 outbound calls per day using a structured script Qualified homeowners using a 4-question framework before booking Logged every call outcome in HubSpot immediately after each dial Followed up with callbacks at the exact agreed time, zero missed follow-ups Delivered an average of 4 to 5 confirmed appointments per day Results ▸ 20+ confirmed appointments booked per week ▸ 95%+ show rate due to strong confirmation process ▸ Pipeline kept clean and organized — no leads left unlogged ▸ Client calendar consistently filled with qualified prospects 📋 PURPOSE This SOP outlines the step-by-step process for conducting professional outbound cold calls, qualifying leads, and booking confirmed appointments across industries, including Real Estate, Roofing, HVAC, Plumbing, Landscaping, and Bookkeeping. The goal is consistent, professional, and results-driven, calling on every single dial. 🛠️ TOOLS & SYSTEMS USED ▸ ▸ ▸ ▸ ▸ ▸ CRM System - HubSpot, GoHighLevel, or client-provided system Dialer - Google Voice, Aircall, JustCall, BatchDialer, or client dialer Lead List - provided by client in Google Sheets or spreadsheet format Call Script - provided by client or self-developed Calendar - Google Calendar or client-provided booking system Call Tracker - spreadsheet to log daily call outcomes 📞 STEP BY STEP CALLING PROCESS STEP 1 — Preparation Before Calling ▸ Review the lead list provided by the client thoroughly ▸ Read the call script and objection handling guide before starting ▸ Set up dialer and CRM system, test connection, and audio ▸ Open the call tracker and set a daily target of a minimum of 50 to 100 calls STEP 2 — Opening The Call Goal: Get the prospect talking within the first 15 seconds ▸ "Hi, is this [Name]?" ▸ "Hi [Name]! My name is Natisha, calling from [Company]. How are you doing today?" ▸ "Great! The reason I am calling is [one sentence]. Quick question — [hook question]?" STEP 3 — Qualifying The Lead Ask these 4 questions before booking any appointment ▸ Are they the homeowner or decision maker? → NO → Ask for the right person or move on ▸ Do they have a current need for the service? → YES → Strong lead — push for the appointment → NO → Create urgency with a free offer ▸ Are they open to a free visit or discovery call? → YES → Book immediately → MAYBE → Handle objection and try again ▸ Can they commit to a specific date and time? → YES → Fully qualified and booked! → NO → Set a specific callback time STEP 4 — Booking The Appointment Always offer TWO time options — never leave it open-ended ▸ "Does Thursday at 10 am work or would Friday at 2 pm be better?" ▸ Once they pick — confirm name, address, date, and time ▸ "Perfect! I have you down for [Day] at [Time]. Our team will be there! STEP 5 — Handling Objections ▸ ▸ ▸ ▸ ▸ "Not interested" → "I understand! Is everything okay or just not the right time?" "How much does it cost?" → "The visit is 100% free — no charge and no obligation!" "I am busy" → "No problem! Would morning or afternoon work better?" "I already have someone." → "Would you be open to a free second opinion?" "Call me back later" → "Absolutely! Tomorrow morning or afternoon?" STEP 6 — Voicemail Script "Hi [Name]! This is Natisha from [Company]. I am reaching out about [service] in your area. Please call me back at [Number]. Again, this is Natisha at [Number]. Have a wonderful day!" STEP 7 — Logging In CRM After Every Call ▸ Contact name and phone number ▸ Date and time of call ▸ Call outcome — see status guide below ▸ Notes on conversation ▸ Appointment date and time if booked Follow-up date and reminder set ▸ Lead status updated 📊 CALL STATUS GUIDE STATUS ✅ Booked 🔵 Warm Lead MEANING NEXT ACTION Appointment confirmed Log date, time, and address in CRM immediately Interested but not booked yet Follow up within 24 hours 🟡 Callback 📵 No Answer ❌ Not Interested 📧 Voicemail Asked to call back later Set a reminder for the exact agreed time Did not pick up Call back the next day — try up to 3 times Said no clearly Mark is unqualified and moves on Left a message Try again tomorrow at a different time 🎯 DAILY PERFORMANCE TARGETS METRIC DAILY TARGET 📞 Total Calls Made 👥 Contacts Reached 📅 Appointments Booked 🔄 Follow Ups Logged 💻 CRM Updated 50 — 100 calls per day 15 — 25 people per day 3 — 5 per day 100% of all callbacks After every single call ⭐ QUALITY STANDARDS ▸ ▸ ▸ ▸ ▸ ▸ ▸ Always be professional, warm and respectful on every single call Never argue with a prospect; always acknowledge and redirect Never promise anything outside the scope of the agreed script Always confirm appointment details clearly before ending the call Log every call accurately, even if there are no answers or if the caller is not interested Follow up on every callback at the exact agreed time, no exceptions Maintain high energy and positivity throughout the full calling session 💻 SAMPLE CRM CALL TRACKER The following is a sample of how I log and track calls in CRM systems. Every lead is logged immediately after each call with full notes and follow-up dates. NAME PHONE INDUSTRY DATE CALLED John Davis - Roofing Mar 10, 2026 Maria Lopez - Dental Mar 10, 2026 STATUS ✅ Booked 🔵 Warm Lead NOTES Interested in free inspection, booked Thu 10 am Open to hearing more, follow up Fri morning Robert Green - HVAC Mar 11, 2026 Sarah Williams - Legal Mar 11, 2026 Lisa Brown - Medical Spa Mar 12, 2026 ✅ Booked 🟡 Callback 📵 No Answer AC not serviced in 2 years, booked Wed 3 pm Busy, requested callback Thu afternoon No answer, eft voicemail, try again tomorrow 🚀 KEY SKILLS DEMONSTRATED 🗂️ CRM Management 📊 Sales Reporting 📞 Call Tracking 📋 Process Documentation HubSpot, GoHighLevel — logging calls, updating statuses, managing pipelines and follow up tasks accurately Weekly performance reports tracking calls made, contacts reached, appointments booked and conversion rates Real time call logging with detailed notes, outcomes, follow up dates and lead status updates after every dial Developed and executed structured SOPs ensuring consistent, professional and results driven calling operations Natisha Nelson | Cold Caller & Appointment Setter |-| - | March 2026