The first call went well. The prospect agreed to speak again. Now comes the second call, and many sellers treat it as a repeat of the first, asking the same questions or launching straight into a presentation.
The second call has a different job. It should move the conversation forward: confirm what you learned, deal with open questions and decide on a next step. A short agenda at the start is the simplest way to make that happen. This guide shows how to build one, how to agree it with the customer and how to keep to it.
Why the second call is different
By now, the customer has had time to think. They may have talked to colleagues, looked at options or simply forgotten some of the details. They are likely to arrive with questions rather than a blank slate.
You also arrive with more information. You know something about their situation, and they know something about you. That makes this call a good moment to be explicit about what you are both trying to achieve in the time you have.
What an agenda does
A short spoken agenda:
- Saves time. Everyone knows what the call is for.
- Gives the customer control. They can add or remove items.
- Prevents drifting. You can return to the agenda if the call wanders.
- Prepares the ending. If you agree at the start that you will decide on a next step, asking for it later feels natural.
It does not need a document or slides. Three sentences are enough.
The four-part opening
- Greet and check the time. Confirm how long they have.
- Recap briefly. Remind them of where you left things, in one or two sentences.
- Propose the agenda. Two or three items, in plain words.
- Ask what to add. Invite them to change it.
Dialogue 1: a straightforward second call
Seller: "Hello Helen, it is Alex Morgan from Northfield Software. We said twenty minutes today. Is that still alright?"
Helen: "Yes, I have until half past."
Seller: "Good. Last time you described how scheduling changes eat the team's mornings, and you were going to ask your operations lead about the current process. Here is what I suggest for today. First, hear what you found out. Second, answer any questions on how this would work. Third, decide whether a trial makes sense and what it would look like. Is there anything you want to add?"
Helen: "I would like to talk about how it connects to our calendar system."
Seller: "Good point. I will add it as the second item. Shall we start with what you found?"
The seller spent under thirty seconds on the opening, and Helen shaped the agenda. Her request is now a promise the seller can keep.
Dialogue 2: when the customer wants something different
Seller: "Last time we covered your current setup. For today, I suggest we look at how a trial would work and what you would want to see from it."
Customer: "Actually, I need to talk about price first. My manager has asked for a number."
Seller: "That is helpful to know. Let us start there. To give you a useful number, can I ask two quick questions about team size and how many sites you have? Then we can come back to the trial."
Agendas are not contracts. When the customer wants something else, follow them, and then fit the original items back in.
Dialogue 3: when the customer has forgotten the first call
Customer: "Remind me, what was this about?"
Seller: "Of course. You mentioned that cancellations were causing two-hour reshuffles on Mondays, and you wanted to see if there was a simpler way. Does that still sound right?"
Customer: "Yes, that is it. It has been a busy fortnight."
Seller: "Understood. For today, I suggest we spend ten minutes on how it would work in your case, five on questions and the last five on what would be a sensible next step. Does that suit you?"
A brief reminder, offered kindly, gets the call back on track without making the customer feel awkward.
Writing your agenda before you call
Spend three minutes before the call on these questions:
- What did the customer say mattered most last time?
- What did I promise to do or send?
- What is the most useful outcome of this call?
- What might they want to ask?
Then write one line each for your recap and your three agenda items. The follow-up calls guide and the cold call follow-up guide cover how to prepare for repeated contact.
Keeping to the agenda, kindly
If the call drifts, you can steer back without sounding stiff.
- "That is useful. May I note it and come back to it in a moment, so we cover the other points?"
- "We have ten minutes left. Shall we spend them on questions or on next steps?"
- "I want to make sure we leave time for the plan. Can we move to that now?"
If a topic matters more than the agenda, say so and change it openly. The aim is a useful call, not a perfect plan.
Ending the call you started
An agenda gives you an easy ending. Return to it: "We said we would decide on a next step. How does a short trial next month sound?" The next step guide shows how to make that request comfortable, and the meeting guide covers how to propose a time.
Common mistakes
- Starting with a pitch. The customer wants to be heard first.
- Too many agenda items. Three is plenty.
- Skipping the recap. The customer may not remember the first call.
- Treating the agenda as fixed. Adapt when needed.
- Forgetting to check the time. A rushed customer cannot engage.
- No ending. Without a next step, the call fades.
A practice drill: thirty seconds to a clear plan
This drill takes about ten minutes.
- Invent a customer and write three sentences from the first call.
- Write your opening in four parts: greeting and time, recap, agenda, invitation to add.
- Say it aloud and time it. Aim for under thirty seconds.
- Imagine three replies: "That is fine", "Can we start with price?" and "Remind me what this was about". Write your next sentence for each.
- Say all three aloud.
- Practise the closing line that returns to the agenda.
Practising with a customer who answers back
An agenda sounds simple on paper. It is harder when the customer interrupts, changes direction or forgets the first call. DIRI AI is an AI phone-call practice tool: you speak aloud and the AI plays the customer, so you can try your opening and hear how a real person might redirect it. After each call you get a report highlighting key moments and a suggested next step. The sample call page shows an example. The AI plays the customer only; you remain the seller.
Related: Recap and Confirm on Sales Calls, How to Prepare for a Sales Call, Booking the Meeting on a Cold Call.
Where to go from here
A second call with a clear agenda feels easier for both sides. Recap briefly, propose three items, invite changes and keep to the time.
If you would like a low-stakes place to rehearse, DIRI AI has a Free plan: 3 voice calls a month of up to five minutes each, no card needed. Start free and practise your agenda opener today.