Section 01 · Before the call
15-minute pre-call prep.
Do these things in the 15 minutes before the call starts. They take the edge off, stop you from looking unprepared, and signal to the client that you're a pro — before you've even said hello.
1
Research them — 5 minutes
Pull up their LinkedIn, their company website, their socials. Find ONE specific thing to reference naturally in the call (a recent post, an award, a product launch). This single detail signals you did your homework.
2
Test your tech — 3 minutes
Audio check, camera check, good lighting, stable background, Zoom/Meet link working. If your connection is iffy, say so upfront — don't let them think you're unprofessional. Test screenshare if you plan to use it.
3
Have your portfolio ready
Open your portfolio link in a browser tab. Open your resume PDF. Open your calendar. Have 1–2 examples of your best work bookmarked and ready to screenshare if they ask.
4
Have this cheat sheet open on your second screen
Or printed next to your laptop. Don't read from it word-for-word — but glance at it when you freeze up on pricing or objections. That's what it's there for.
5
Pre-write your rate — out loud
Say your rate OUT LOUD three times before the call. "My rate is twenty-five dollars an hour." "My rate is twenty-five dollars an hour." Seriously. If you stumble on the number when they ask, you've already lost the rate negotiation.
6
Have a notepad — paper or digital
You will take notes. Clients notice when you're writing things down — it signals you're listening. Write down specific pain points in their words so you can echo them back later.
7
Take a breath — 60 seconds
You're not going to beg for the job. You're interviewing them just as much as they're interviewing you. This is a conversation between two business owners. Walk in with that energy.
Section 02 · The call
The 30-minute call structure.
Six phases, each with a specific purpose and time estimate. Stick to this and you'll finish on time — which itself tells the client you respect their time.
What to say
Hi [Name], great to finally connect! I saw [specific thing from your research — recent post, product launch, award]. Congrats on that.
Before we dive in — how's your week going? [Let them answer for 20–30 seconds.] Cool. Ready to jump in?
What to ask
- How's your [week / quarter / launch] going?
- Were you able to [small thing from LinkedIn — finish that trip / launch that thing]?
⚠ What NOT to do
Don't open with: "So, tell me about your business." It's lazy, generic, and signals you haven't researched them. Every other VA opens this way. Don't be every other VA.
Don't over-apologize for being nervous or "new to this." They don't need to know. Act like you've done 100 of these, even if it's your first.
Opening question
So help me understand — what's going on in your business right now that made you start looking for a VA?
Follow-up questions (pick 4–5 based on their answer)
- What specifically is eating up your time every week?
- When you imagine having a great VA in 3 months, what's different about your day?
- Have you worked with a VA before? What worked and what didn't?
- What kind of tasks would feel like the biggest weight off your shoulders?
- Walk me through a typical day — where do you get stuck?
- What's the thing you KEEP saying "I'll get to it" but never do?
- How are you currently handling this stuff? (Their answer will tell you if they need help with the task OR help with the system)
⚠ What NOT to do
Don't interrupt with solutions. The second you say "oh, I can do that!" you stop learning. Let them finish the whole thought.
Don't take notes in silence. Reflect back what you're hearing: "That sounds exhausting — how long has this been going on?" This keeps the conversation going and proves you're listening.
Don't pitch yet. Nothing kills a deal faster than selling before you've even understood the problem.
Transition phrase
That's super helpful — thanks for walking me through it. Let me flip this: if we fast-forward 3 months and this is working really well, what does your day look like?
Follow-up questions
- What would you be doing with the time you got back?
- What would success look like for you, specifically? (Revenue? Hours saved? Just peace of mind?)
- When you think about the PERFECT VA for you, what do they do that others don't?
- What's your timeline on this? Are you looking to start next week, next month, or just exploring?
⚠ What NOT to do
Don't interpret for them. Let them tell you what success looks like in their words. Their words are what you'll echo back in the close.
The framework: mirror → fit → proof
Based on what you just shared, I think we could be a great fit. Here's why: [mirror 1–2 specific things they said] is exactly what I help clients with. Most recently I [1 specific example with a number if possible — hours saved, revenue impact, efficiency gained].
Quick background on me: [your niche] VA with [X years/months] experience. Main tools I work in: [3–4 most relevant tools they mentioned]. And here's a portfolio of my work — [send link in chat].
What to emphasize
- The overlap between your experience and their problem (quote their words back)
- ONE specific win with a number (hours saved, % increase, $ impact)
- Tools you actually use daily that match their stack
- What makes you different: maybe your niche focus, your time zone flexibility, your systems-thinking, whatever's true
⚠ What NOT to do
Don't list every skill you have. The client doesn't care that you know Canva if they need a bookkeeper. Say the 3–4 things relevant to THEM.
Don't read your resume. They have your resume. You're a person, not a CV.
Don't spend more than 3 minutes on yourself. This call is about them, not you.
Transition to pricing
Let me walk you through how I typically work with clients, and then we can see if it fits what you need.
The pricing statement (read this out loud BEFORE the call)
For the work you described, I'd recommend [a package/retainer option]. I offer [specific hours/week or deliverable scope] at [rate] per [hour/month]. That includes [what's included: weekly check-ins, specific deliverables, response time SLA, etc.].
Key logistics to cover (in this order)
- Scope: What you'll do and what's outside your scope
- Hours: Hours per week or month you'll commit
- Rate + payment terms: Rate, invoicing schedule, payment method, late fees
- Working hours + timezone: When you're available; when you're NOT
- Communication: Primary channel, response time for non-urgent, urgent escalation
- Reporting: Weekly update cadence
- Contract: "I use a simple contractor agreement to protect both of us — I'll send it over after this call."
The critical pause
So that's [rate]/[month] for [scope]. How does that land with you?
THEN SHUT UP. After you state your rate, SAY NOTHING. The first person to speak loses. Let them respond. Don't fill the silence. Don't apologize. Don't add qualifiers. Breathe.
⚠ What NOT to do
Don't apologize for your rate. "I know it might seem like a lot, but…" — kill this instinct. You charge what you charge.
Don't soften with discounts before asked. "We can discuss the rate, of course." No. State the rate. Period. Wait.
Don't rush past pricing. If you say your rate and immediately pivot to "so when do you want to start?" you signal that you expect pushback. You don't.
The clean close
Great — I think we'd work really well together. Here's what I'll do: I'll send you a quick summary email with the scope we discussed, my rate, and the contract — all in one email. You'll have it within 24 hours.
From there — how soon would you like to get started? If you're ready, I can have us kicked off by [specific day next week].
If they say "sounds great, send it over"
Perfect. I'll send everything tonight. Once you've had a chance to review, do you want to aim for [specific start date]?
If they say "let me think about it"
- See Section 3 below for the full objection response.
Always end with:
And hey — regardless of what you decide, thanks for the chat. It was nice getting to know you. I'll see you in your inbox tonight.
⚠ What NOT to do
Don't say "I'll send over a proposal." "Proposal" = no. Say "summary + contract" — implies the decision is already made and you're just documenting it.
Don't leave the start date vague. "When you're ready" = never. Always suggest a specific day.
Section 03 · Handling pushback
"What if they say…"
Six of the most common objections clients throw at you, with exact responses. Memorize the first line of each — that's the one that matters most.
"Can you send me a proposal?"
Translation: probably means "no" — but not always. They might genuinely want to see it in writing.
What to say
Absolutely. Before I send it though, quick question — is there anything holding you back right now, or is this purely a "review before signing" thing? I ask because if something's iffy, I'd rather know so I can address it in the summary.
Strategy: Flushes out real objections they'd otherwise hide behind paperwork. If they say "no, it's all good," you've essentially closed them. If they admit a concern, now you can address it while you have their attention.
"That's more than I budgeted."
Translation: they have money, they're testing you, OR they genuinely can't afford it. Find out which.
What to say
Totally hear you. Can I ask — what budget were you working with? That way we can see if there's a version that fits, or if I'm not the right match and I can recommend someone who might be.
Strategy: Gets the real number on the table. Then either: (a) drop scope to fit their budget ("for that, I could do X but not Y"), (b) walk away gracefully, or (c) discover they were just negotiating and accept your rate. Never lower your rate without lowering the scope.
"Let me think about it."
Translation: usually means no, but sometimes means yes-with-time. Don't let them leave the call in limbo.
What to say
Totally fair. One thing though — is there a specific concern I should be thinking about? Or is it more that you want to sleep on it?
If it's the latter — totally get it. When do you think you'll have a decision? I can hold my calendar for you until [specific date].
Strategy: Two moves: (1) surface any hidden concern you can address RIGHT NOW, and (2) create a soft deadline. "I can hold my calendar until Friday" is low-pressure but establishes a decision point. Without a deadline, you're ghosted.
"Can we do a trial project first?"
Translation: they want to de-risk. Reasonable — but do it on your terms, not free.
What to say
Happy to. I'd actually prefer that too — better way to see if we click. For a trial, I'd suggest [specific scope, like 10 hours over 2 weeks or one specific deliverable] at [rate]. If we both like the fit, we roll into the full retainer. If not, no hard feelings.
Strategy: Agree — but charge for it. Trials are NOT free. Set a clear scope (hours or deliverable) and a clear rate. Never do open-ended trials — that's just working for free.
"Can you give me a discount?"
Translation: they're negotiating. Sometimes worth it, usually not.
What to say
I hear you. My rate isn't really flexible — but I can definitely flex the scope. If budget's tight, I could drop [specific item] or reduce hours to [lower number] to fit. That way you get exactly what you need, and I can keep my standards on the work I deliver.
Strategy: NEVER lower your rate without lowering your scope. Otherwise every client you ever work with will find out and expect the same. Discount scope, not rate.
"We're interviewing other VAs."
Translation: smart. You should assume this is always true, even when they don't say it.
What to say
Totally smart — I'd do the same. What's your timeline on the decision? I can make sure you have everything you need from me by then. And — out of genuine curiosity — what are you looking for that would make someone an obvious 'yes'?
Strategy: Don't get defensive. Be the confident option. Then ask the second question — they'll tell you exactly what they want, and now you can make sure you match it in your follow-up email.
Section 04 · Your in-call companion
Printable cheat sheet.
Everything condensed into one page. Print it, keep it beside your laptop, glance at it when you freeze. Hit print below to save as PDF or print physically.
Print dialog tip: set Margins to "Minimum" and Scale to "100%" — fits on one US Letter page.
Discovery Call Cheat Sheet
30-minute close framework
kailami.
kailami.vastprofessionals.com
① The open (2 min) — don't start with business
"Hi [Name], great to connect! I saw [specific thing] — congrats on that. How's your week been going?"
② Their problem (8 min) — let them talk
First question:
"Help me understand — what's going on right now that made you start looking for a VA?"
Then pick 3–4:
- What specifically is eating your time each week?
- Walk me through a typical day — where do you get stuck?
- Have you worked with a VA before? What worked, what didn't?
- What's the thing you KEEP saying "I'll get to it" but never do?
- How are you currently handling this?
③ Their goals (5 min) — flip to the future
"If we fast-forward 3 months and this is working really well, what does your day look like?"
- What would success look like for you, specifically?
- What's your timeline — this week, month, or just exploring?
④ Your intro (5 min) — 3 minutes MAX
Framework: mirror → fit → proof. Quote their words back, connect to your experience, drop ONE specific win with a number.
"Based on what you shared, I think we could be a great fit. [Their specific problem] is exactly what I help clients with. Recently I [specific win with number]."
⑤ Pricing (7 min) — state, pause, BREATHE
"For the work you described, I recommend [package]. That's [rate]/[hour or month], includes [what's included]. How does that land with you?"
⚠ THEN SHUT UP. First person to speak loses. Do not fill the silence.
⑥ The close (3 min) — no proposal limbo
"I'll send a summary email with scope, rate, and contract within 24 hours. How soon would you like to start? If you're ready, I can kick us off by [specific day]."
Objection quick-reference
"Send me a proposal"
Ask: "Is there anything holding you back I should address first?"
"More than I budgeted"
Ask: "What budget were you working with?" Then drop scope, not rate.
"Let me think about it"
Ask: "Any specific concern I should address?" Then: "When should I follow up?"
"Trial first?"
Yes — paid. 10 hours or one deliverable. Never free.
"Discount?"
Drop scope, never rate. "My rate's firm — but we can flex what's included."
"Interviewing others"
Ask: "What would make someone an obvious yes for you?" Match it in follow-up.
Rules to remember
- Research before the call — find ONE specific thing to reference
- Let THEM talk — your job is questions, not answers
- Quote their words back — use their exact phrases in your intro
- State the rate, then SHUT UP — silence closes deals
- Never discount rate, only scope — protect your pricing
- End with a specific start date — no "when you're ready"