Consultative Call Flow
What’s a warm, brand-aligned way to say “I’m checking your account”?
“Let me pull up your account so I can better understand your experience and support you more personally.”
What’s a common objection related to product cost?
“It’s too expensive.”
What product supports gut health from Earth Echo?
Golden Superfood Bliss
What’s the purpose of a modular coaching card?
To give agents quick-reference prompts for probing, rebuttals, and compliance.
What does ZT language coaching help agents avoid?
Making unverified claims or using risky language.
What probing question helps uncover a customer’s flavor preference?
“Which flavors have you tried so far, and which ones stood out to you?”
How do you reframe “I forgot to use it” into a retention opportunity?
“Totally understandable — building a habit takes time. Would it help if I shared some tips on how others incorporate it into their routine?”
What’s a bundle that supports energy and flavor variety?
Cacao Bliss + Chai Bliss + Energizing Greens
What’s one benefit of gamified learning in nesting?
It boosts engagement and helps agents retain key concepts through play.
What’s a compliance-safe way to describe product benefits?
“Supports your wellness goals” or “may help with energy and digestion.”
How do you transition from account lookup to product recommendation?
“Now that I’ve seen your order history, I can suggest something that fits your goals and flavor preferences.”
What probing question helps uncover usage habits?
“How often were you taking it, and what time of day worked best for you?”
How do you map Ava Jane’s and Earth Echo products to complementary outcomes?
Ava Jane’s supports flavor and culinary delight; Earth Echo supports wellness goals like energy, sleep, and digestion.
How do feedback rubrics support agent development?
They provide structured, actionable insights for coaching and self-reflection
What’s one phrase that violates FDA/FTC guidelines?
“This product cures inflammation."
What’s a compliant way to acknowledge a customer’s frustration?
“I hear you — your experience matters, and I’m here to make sure we get it right.”
What’s a ZT-safe way to respond to “I didn’t see results”?
“Some customers notice changes gradually. Everyone’s experience is unique, and I’d love to learn more about yours.”
What probing question helps identify cross-sell opportunities?
“Are you looking for something that helps with energy, digestion, or sleep?”
What’s a roleplay prompt that tests probing and compliance?
“Customer says: ‘I didn’t feel anything.’ Agent must respond with a compliant, probing question.”
How do QA calibration tools support retention coaching?
They align feedback across trainers and ensure consistent standards.
Roleplay: A customer says “I didn’t feel a difference.” How do you respond using consultative phrasing?
“Thanks for sharing that. Some customers notice subtle shifts over time. Can I ask how you were using it and what you were hoping to feel?”
Roleplay: A customer wants to cancel due to lack of impact. Build a scenario-based response that guides toward retention.
“I hear you. May I ask what you were hoping to feel or improve? Sometimes pairing it with [X product] helps amplify results. Would you be open to trying a bundle that targets your goal more directly?”
Build a retention bundle for a customer focused on digestion and energy. Include flavor-forward language.
“Let’s pair Golden Superfood Bliss for gut support with Cacao Bliss for clean energy — both taste amazing and work beautifully together.”
Build a mini coaching card with probing questions, rebuttal tips, and compliance flags for a “too expensive” objection.
Probing: “What were you hoping to get out of it?” Rebuttal: “Many customers find the value in how it supports their goals.” Compliance Flags: Avoid saying “guaranteed results” or “cures.”
Build a compliance cheat sheet for flavor-forward support calls, including 3 ZT-safe phrases and 2 audit flags
ZT-Safe Phrases: “Flavor-forward wellness,” “Supports your goals,” “Customer-loved for energy.” Audit Flags: “Guaranteed results,” “Clinically proven to cure.”