New Hire Onboarding • Lesson 4 of 6
The Phone Call —
Start to Finish
From the moment a lead fills out a form, to the moment you close the order.
What You'll Learn
- How leads arrive in the system — ads → form → Salesforce → you
- Five9 — the phone system basics
- The 6-step call flow — every call, every time
- The Two Doors framework for handling roadblocks
- Common objections and exactly how to respond
- What great calls look and sound like
Before the Call
How a lead becomes your next call.
From Ad to Your Headset
1
Ad
Google, Facebook, or organic — customer searches for CPAP supplies
→
2
Form
They fill out a contact form on easybreathe.com
→
3
Salesforce
Lead record created automatically — name, phone, equipment info
→
4
Five9
Outbound campaign assigns the call to the next available rep
→
5
You
You make contact — this is where the deal starts
The customer filled out the form because they want supplies. They're warm. Your job is to close, not to convince.
Five9 — The Phone System
Five9 is our cloud-based call center platform. It handles routing, dialing, and call recording.
Predictive dialer — Five9 connects you when a real person answers. No manual dialing.
Call recording — every call is recorded for quality and training. Speak clearly and professionally.
Disposition codes — after every call, log what happened: Connected, Ordered, Callback, Not Interested, etc.
Callbacks — if they don't answer, Five9 schedules retry attempts automatically.
You'll get hands-on Five9 training. For now — understand what it does and always disposition your calls.
Every Call Is Someone's First Impression
This customer found us online, filled out a form, and is waiting to hear from you. Speed and warmth win.
The 6-Step Call Flow
Every call. Every time. In order.
The 6 Steps
1
Greet
Warm, confident opener
2
Verify
Confirm identity & equipment
3
Eligibility
Check insurance coverage
4
Recommend
Confirm the right supplies
5
Order
Place order in Salesforce
6
Close
Confirm delivery, set expectations
Don't skip steps. Every step exists because experience showed it matters. The reps who follow the flow close more orders.
Greet — Set the Tone in 5 Seconds
The first five seconds tell the customer who they're dealing with. Be warm, confident, and clear — not robotic. And always include the recording disclosure early.
"Hi, is this [Name]? This is [Your Name] calling from Easy Breathe. Just so you know, this call may be recorded for quality and training purposes. You recently reached out about CPAP supplies — I'm calling to help you get set up. Is now a good time?"
"Yes, I filled that out yesterday."
"Perfect — I pulled up your information. Let me just confirm a few details and we'll get you taken care of."
Smile. It comes through on the phone. Customers can hear it.
Verify — Know Who You're Talking To
Confirm name, date of birth, address, and insurance info. This is also when you learn what equipment they have — the full setup from Two Doors.
- Full name + DOBRequired for eligibility verification
- AddressWhere the order ships — confirm it's current
- Insurance card infoMember ID, group number, insurance company name
- Prescription (Rx)"Do you have a current prescription on file?" — we can help get one if not
- Sleep study"When was your last sleep study?" — insurance may require a recent one
- Current machine"What machine are you using?" — note the model and how old it is
- Current mask"Do you know what type of mask you have?"
- Last supply order"When did you last get new supplies?" — confirms 90-day window eligibility
Check Eligibility — The Game-Changer
Run the eligibility check in Availity while you're on the call. Availity is the portal we use to verify insurance coverage — it tells you what the customer's plan will cover.
"Let me pull up your benefits real quick — just takes a second." [runs eligibility check] "Great news — your insurance is active and you're eligible for your supplies today. It looks like you'd pay nothing out of pocket."
"Wait, really? Nothing?"
"That's right — there's no cost to you. Let's get your order placed."
This is the moment of the call. Get this right, and everything else is easy.
Recommend — Keep It Simple
Recommend the supplies based on what you learned in the verify step. Match their existing equipment when possible.
"Based on the ResMed AirSense 11 you're using, I'd recommend the F20 full face mask with replacement cushions, a new hose, and fresh filters. That gets you completely stocked for the next 90 days."
"That sounds right. I've been using the F20."
"Perfect — let's get those ordered for you."
One recommendation. Stated with confidence. Don't present five options and ask them to choose.
Place the Order
Enter the order in Shopify while the customer is on the line. Shopify is our e-commerce platform where all orders are placed. Confirm each item as you add it.
- Confirm shipping address one more time
- Enter each supply item — machine matches, mask type, accessories
- Select insurance billing (or cash if applicable)
- Confirm prescription status (on file or to be requested)
- Submit the order — customer gets email confirmation
Don't rush this step. A wrong item or wrong address = returned package and unhappy customer. Verify everything.
Close — Leave a Great Impression
End every call by setting expectations and making the customer feel taken care of.
"Your order is confirmed. You'll get an email with the details. Most orders ship within 3–5 business days. Do you have any questions about anything we went over today?"
"No, this was really easy. Thank you!"
"Absolutely — glad we could help. We'll also reach out when your next 90-day window opens. Thank you for calling Easy Breathe — have a great day."
Plant the seed for the next reorder. "We'll reach out in 90 days" tells them the relationship continues. And always close with the brand: "Thank you for calling Easy Breathe."
The Best Calls Feel Like a Conversation
Not a script. Not a sales pitch. A real person helping another real person get what they need. That's the Easy Breathe way.
The Two Doors Framework
What to do when the customer hits a roadblock.
Always Give Two Options
When a customer can't do the "obvious" path, don't let the call die. Present two clear alternatives. Keep them moving forward.
Door A
The easiest or most common route. Insurance order, standard equipment, normal process.
Door B
A different option that still gets them what they need. Cash order, different supplier, arrange prescription, call back later.
Never say "sorry, can't help you." There's almost always a Door B.
Two Doors — In Action
Scenario: Customer's deductible isn't met. Insurance will pay partial — but they'll owe $180.
Door A — Insurance Order
We submit to insurance, you pay the $180 copay, supplies ship. In a few months when your deductible resets, future orders may be free.
Door B — Cash Order
We can price the same supplies as a cash order. Sometimes this is comparable — and it ships faster with no insurance paperwork.
Let the customer choose. You've given them information. Now you're guiding, not pushing.
Common Objections & Responses
"Let me think about it"
"Totally understand. What's the main concern? Is it cost, or something else?"
"I need to talk to my spouse"
"Of course. Would it help if I stayed on while you grab them? Or I can call you back at a time that works for both of you."
"My insurance won't cover it"
"Let me actually check that — a lot of patients are surprised by what's covered. Can I get your insurance info?"
"I already have supplies"
"When did you last get new ones? Insurance allows new supplies every 90 days — you may be eligible and not know it."
"I get my supplies from my doctor"
"Totally fine — but we often get them faster and with more options. Want me to check what you'd pay with us vs. there?"
What Great Calls Sound Like
Confident, not pushy
You know the product and the process. That confidence comes through naturally — no pressure tactics needed.
Short pauses, active listening
You're not rushing through a script. You're listening. The customer feels heard.
Clear and simple language
Speak in customer terms. "Your hose" not "your tubing." "Nose thing" if they said it first.
Empathetic when it matters
Many customers are frustrated, confused, or dealing with health issues. Acknowledge their situation. A simple "I understand" goes a long way.
The call closes — not by force, but by flow
The 6 steps do the work. A customer who's verified, eligible, and has a clear recommendation almost always orders.
The Best Calls Feel Like Help
When you do your job well, the customer doesn't feel sold. They feel like someone finally helped them figure out what they needed.
Language Reminders for Calls
- Say "customer"Never "patient" — we're a service company
- Say "no cost to you"When insurance covers it — use this phrase exactly
- Say "supplies"Not "medical supplies" — keeps it casual and accessible
- Mirror their wordsIf they say "nose thing," use "nose thing" back
- Confirm, don't correct"That's the F20 — great mask, very popular" not "actually it's called..."
How Calls Are Measured
Rev Per Call
The #1 metric. Total revenue divided by total calls. This is what leadership watches most closely.
Revenue
Total dollar amount generated from your orders. This is the bottom line.
Calls Made
Volume. The more calls you make, the more chances to convert.
Connect Rate
% of calls where you speak to a real person. Industry benchmark: 20–35%.
Conversion Rate
% of connected calls that result in an order.
Orders per Day
Your direct output. Nick watches this number across the team every day.
Follow the flow, talk to more people, close more orders. The metrics take care of themselves.
Lesson 4 — Complete.
- How leads arrive — ad → form → SF → Five9 → you
- The 6-step call flow — greet, verify, eligibility, recommend, order, close
- Two Doors framework — always give options
- Common objections and responses
Up next → Lesson 5 of 6: Salesforce & Systems