When Sarah asks for email before booking, 40% of callers drop off. Skip the email ask — just capture name + phone and get the slot locked first.

💡 Could improve booking rate +3-6%

Sarah should say "We have Tuesday at 2pm or Thursday at 10am — which works better?" instead of "When are you available?" Forced choice closes faster.

💡 Expected +2-4% conversion lift

Use the customer's name at least twice per call. "That's a great question, Mike" builds trust quickly. Sarah is averaging 0.3x per call — target is 2x+.

💡 Rapport increase, ~+1-3% hold rate