New inquiry: a first-conversation playbook

Before you reply

• Check the person’s name, inquiry source, and what they have already told you.
• Reply in the same channel unless they asked you to use another one.
• Know the next useful action: a short call, placement check, or trial lesson.

First message

Hi [name], I’m [administrator] from [school]. I’ve got your inquiry about [language / course]. Are you looking for lessons for yourself or for your child?

After their reply:

Thank you. I’ll ask a few quick questions so I can suggest the right group or teacher. It should take no more than two minutes.

Five discovery questions

1. Why is this language important to you right now?
2. What have you studied before, and what is your approximate level?
3. Would you prefer one-to-one, paired, or group lessons?
4. Which days and times can you realistically attend every week?
5. When would you like to start?

Record the answers in the customer’s own words. Do not turn the conversation into an interview or repeat questions already answered in the inquiry.

Booking the trial

Based on your goal, [format / programme] looks like a good fit. The next step is a short trial lesson so the teacher can confirm your starting level and show you how the lessons work. I have [option 1] or [option 2]. Which works better?

After they choose:

You’re booked for [date, time, time zone]. We’ll send the lesson link and a short reminder. If your plans change, reply in this chat.

When they are not ready

“I’ll think about it”

Of course. So I don’t chase you unnecessarily, what would you still like to compare: the format, teacher, schedule, or price?

“It’s too expensive”

I understand. I can show you options with a different lesson length or a group format. What monthly budget would feel comfortable?

No reply

Send one concise follow-up within your school’s agreed timeframe. If there is still no answer, schedule one later touch or close the lead with a reason. Do not message every day.

What to record in the CRM

• learning goal and language;
• approximate level;
• preferred format and available times;
• inquiry source;
• agreed next action and date;
• loss reason if the person does not continue.

The conversation is complete when

• the prospect knows what happens next;
• the owner of the lead has a dated next action;
• the lead card contains enough context for another administrator to continue without asking everything again.