Boldside Consulting Internal Sales Resource

Clarity Call
Playbook

Everything you need to run a brilliant 15-minute clarity call, convert it to a strategy call, and close the deal. Based on real calls. Built for the Boldside team.

Section 01
The Anatomy of a Clarity Call

Every clarity call runs to the same structure. 15 minutes. One goal: figure out if we are a good fit and book the strategy call. That is it. Don't overload this call with program detail.

1
Welcome and Frame the Call
60 seconds
Confirm they are ready, set expectations for what the call is and get their verbal yes to proceed. This removes friction and gets them leaning in immediately.
2
Why Now, Why Boldside
60 seconds
Open with this question every single time. It surfaces their motivation and gives you the emotional context for the whole call. Listen for what prompted the timing and how they found us.
3
Their Business and Team Structure
2 minutes
Get the basics: size of business, number of leaders, rough structure. This tells you which product fits and gives you pricing context before the end of the call.
4
Identify the Core Problem
3 minutes
The most important part of the call. Ask what challenges they are trying to solve, what impact those challenges are having, and what they have tried before. This is where you find the pain that closes the deal.
5
Quick Program Overview and Budget Temperature Check
3 minutes
Give a high-level overview of what you do. Then ask if they have an allocated budget. Most will say no. Share the pricing range and ask how that feels. This is not a negotiation it is a sanity check.
6
Close Book the Strategy Call
2 minutes
If it is a fit, book the strategy call on the spot. Get a date in the calendar before you hang up. If they are really keen, also put a placeholder in for the first workshop session to create commitment.
Section 02
The Opening Script

Use this word for word. It works. The framing immediately creates a collaborative, low-pressure dynamic. The prospect almost always says "yes, sounds great" and then you are off and running.

Opening Line Use This Verbatim
"Hi [Name], it's [Your Name] from Boldside. I had us booked in for a 15-minute clarity call is now still a good time?"

[They say yes.]

"Great. This call is really just a quick initial 15 minutes to see if we feel like a good fit. I'll ask you a bunch of questions, and if we are a good fit, we'll generally book in time for a 45-minute Zoom call to go through your needs in more detail and then get you a custom proposal from there. Does that sound okay?"
✓
Why this works: Saying "initial 15 minute call to see if we are a good fit" removes all sales pressure. They feel like they are evaluating you, not being sold to. They almost always say yes. From that point, they are engaged and open.
The Why Now Question Open Every Call With This
"Okay, to kick us off why now, and why Boldside?"
✓
Why this works: It gets them talking. You learn what triggered the inquiry, how much they know about you, and how warm they already are. Some people have been following Shelley's content for years that changes your entire approach to the call.
Section 02B
Full Call Script Template

The complete call from open to close. Use this as a reference until the structure is second nature. Each block is a stage of the call with the suggested words and what to listen for.

Stage 1 of 6  |  Welcome
60 seconds
Say This
"Hi [Name], it's [Your Name] from Boldside. I had us booked in for a 15-minute clarity call. Is now still a good time?"

[They say yes.]

"Perfect. So these calls are really just a quick initial chat to see if we'd be a good fit. I'll ask you a bunch of questions and if it feels like there's something there, we'll generally book in a 45-minute Zoom call to go through your needs in detail and then put together a custom proposal. Does that sound okay?"
What to notice
They almost always say yes. If they sound rushed or distracted, acknowledge it: "I can hear you're flat out. I'll keep it to 10 minutes."
Stage 2 of 6  |  Why Now, Why Boldside
60 seconds
Say This
"Okay, to kick us off: why now, and why Boldside?"
What to listen for
How they found you (LinkedIn, referral, content, podcast). How long they have been thinking about this. Whether exec buy-in already exists or if they are still building the case. Warm leads who have followed Shelley for years need less convincing, but still need to be taken through the process.
Stage 3 of 6  |  Business and Team Structure
2 minutes
Say This
"Tell me about your business and your current team structure. What is the main focus of the business? How many people in the organisation? And roughly how many people leaders or managers would you say you have?"
What to listen for
Total headcount and leader count tells you which product fits. Under 12 leaders is tight for an LDP. Multiple sites or global teams means the hybrid conversation will come up. Office-based vs blue collar changes your engagement approach. If they are part of a group with multiple entities, there may be an opportunity to combine cohorts.
Stage 4 of 6  |  Identify the Problem
3 to 4 minutes
Say This
"What are the main people and culture challenges you are trying to solve right now?"

[Let them talk. Then follow up:]

"What impact is that having on the business day to day?"

"And what have you tried so far in terms of leadership development or culture work?"
What to listen for
Leadership skill gaps, accountability problems, feedback avoidance, culture friction, over-reliance on P&C, communication issues, exec misalignment. The more specific their pain, the stronger your pitch. Mirror their language back to them in the pitch stage.
Stage 5 of 6  |  Overview and Budget Check
3 minutes
Say This
"Everything you have described is exactly what we work on every day. We run leadership programs right across the East Coast and our most popular offering is a 12-month program, four full days in person run quarterly. We cover leadership fundamentals, giving and receiving feedback, coaching your team, and building a high-performing team. Everything is practical and activity-based. We probably talk for 20% of the day and the rest is the group doing the work.

We also do culture reset workshops, executive offsites, and one-off sessions depending on what you need.

Before I go further: did you have a budget allocated for this kind of work?"

[They usually say no.]

"That is completely fine. Just good to know. Our typical range for a one-off workshop or culture project is between $12k and $15k plus GST. Our 12-month leadership program starts at $48k plus GST, which works out to around $1,600 per leader based on 30 leaders. That includes all sessions, all travel, everything.

In hearing that, how does that feel in terms of where you are at?"
What to listen for
If they say "that's more than we expected" it is not a no. Ask what they had in mind and work from there. If they say "that seems reasonable" you are very close to booking the strategy call. If they say "we don't have budget confirmed yet" ask what the sign-off process looks like and work out if a proposal will help them build the case.
Stage 6 of 6  |  Close
2 minutes
If it is a clear fit
"Based on everything you have shared, I think there is a really strong fit here. The next step is a 45-minute Zoom call where we go deeper on your specific challenges and put together a proper proposal. Let's lock that in now while we are on the phone. How does [DATE] work for you?"
If they need sign-off first
"Totally makes sense. I will send you across our program overview so you have what you need for that conversation. Once you have had a chance to review and got the green light, just reach back out and we will get that strategy call booked in."
If it is not a fit
"Based on what you have shared, I want to be upfront. I do not think we are the best fit for what you are looking for right now, and here is why: [specific reason]. I would rather tell you now than waste your time. If things change, we would love to revisit it."
Before you hang up
If they are keen, also ask: "While we are on the phone, would it be worth putting a rough placeholder in for the first workshop session just so we have something in the calendar? We can always move it." This creates real commitment.
Section 03
Discovery Questions That Actually Work

Don't fire all of these at once. Pick the ones relevant to what they've already shared. The goal is to understand their structure, their pain, and their readiness to act.

A
Business and Team Structure
  • How many people are in the organisation?
  • How many people are in people leadership roles?
  • Are your leaders based in one location, or spread across multiple sites?
  • Are they office-based, or do you have remote and hybrid teams?
  • What does the leadership structure look like are we talking middle managers, senior leaders, or both?
B
The Core Challenge
  • What are the main people and culture challenges you're looking to solve?
  • What impact are those challenges having on the business day to day?
  • What have you tried so far and what hasn't landed the way you hoped?
  • Is there exec buy-in for this kind of investment, or are you still building the case?
✓
Listen for: leadership capability gaps, accountability issues, culture problems, over-reliance on P&C, communication breakdowns, feedback avoidance. These are the bread and butter of what we fix.
C
Previous Training and Readiness
  • Have you done any formal leadership development before?
  • What worked, and what didn't stick?
  • Is this something you're looking to run in the next few months, or are you still scoping it out?
⚠
Watch for: if they are not looking for formal programs, have a tiny group under 10 leaders, or are clearly not at the budget level, be honest early. Don't waste their time or yours.
Section 04
Pitching What We Do

Keep this tight on a clarity call. You are not running through every module detail that is for the strategy call. You are painting a picture of the approach and checking if it resonates.

The Core Pitch Leadership Program
"So in terms of what we do we run leadership programs every day of the week, all across the East Coast of Australia. Our sweet spot is businesses with around 250 staff and above, though we work with organisations of all sizes.

Our most popular offering is a 12-month program four full-day, in-person sessions, run quarterly. We cover four core areas: leadership fundamentals and self-awareness, giving and receiving feedback, coaching your team, and building a high-performing team.

Everything is practical and activity-based. We probably talk for 20% of the day the rest is the group doing the work. People leave each session with one or two frameworks they can implement straight away.

We also run culture reset workshops, executive offsites, and one-off sessions depending on what the organisation needs."
✓
Mention this: "Our role is to work with HR and L&D managers to help you get this across the line. You're often the ones who see the need before the business does. We're here to back you up and give you the evidence and the materials to make the case internally."
If It's a Culture Issue Rather Than Leadership Development
"It sounds like what you're describing is more of a culture reset situation. That is something we do as well we come in and run a full-day workshop with the team. We work through what is and isn't working, we look at the behaviours that are derailing the culture versus what's driving it, and we get the team to define their non-negotiables. You leave with a culture playbook in your branding a practical guide for how the team agrees to operate. That starts at around $12k to $15k plus GST."
For an Executive-Level Issue
"When there are alignment issues at the exec level, we often recommend starting there before you run a broader leadership program. If the exec aren't aligned, even a great leadership program won't land the way it should. We do an exec offsite or reset a focused day to get shared principles agreed, how the team makes decisions, how they interact with each other. You walk away with an executive playbook in your branding. That is generally between $15k and $18k plus GST."
Section 05
Pricing Guide

These are the current rates. When discussing pricing on a clarity call, first ask if they have a budget in mind. Most will say no. Then share the range and ask how it feels. Don't negotiate on the first call that is for the strategy call.

Culture Reset
$12k–15k
+ GST
Full-day workshop, Culture Playbook in client branding, travel, pre and post resources, kickoff meeting.
Leadership Workshop (Full Day)
$12k–15k
+ GST per session
In-person full-day session, nine to three. All travel included.
Leadership Workshop (Half Day)
$8k–10k
+ GST per session
Three to four hours. All activities included. Good standalone or for specific skill builds.
12-Month Leadership Program
$48k–60k
+ GST for full program
Four full-day in-person sessions over 12 months. All travel included. Cap of 40 per cohort. Works out to around $1,600 per leader based on 30 leaders.
Most popular. Best for real behaviour change.
Executive Offsite or People Projects
$15k+
+ GST, custom quote
Exec alignment days, team strategy, bespoke projects. Minimum starts at $15k plus GST.
How to Bring Up Budget on the Call
"Before I give you a sense of investment did you have a budget in mind for this kind of work?"

[They usually say no or give a vague range.]

"That's okay just good to know. Our typical range for a one-off workshop or culture project is between $12k and $15k plus GST, and our 12-month leadership program starts at $48k plus GST, which works out to about $1,600 per leader based on 30 leaders. That includes all sessions, all travel, everything.

In hearing that how does that feel in terms of where you're at?"
✓
Key move: Always end with "in hearing that, how does that feel?" Don't sit in silence after dropping the price. Get them talking. Their response tells you exactly how to handle the rest of the call.
⚠
Important: If budget is clearly a significant mismatch (e.g. Fraser Coast Council at $5k per team versus our minimum of $12k), be upfront and transparent immediately. It builds trust and saves everyone time.
⚠
Perth jobs: Perth is generally a no-go. If a Perth job is being considered, pricing must be set at 1.5x to 2x the standard rate to cover the additional travel commitment. Raise this in the strategy call before a proposal is sent.
Section 06
Closing the Call

Every clarity call ends one of two ways: you book the strategy call, or you wrap it up gracefully. The goal is always to leave them feeling good about the interaction even if it is not a fit right now.

A
If It's a Good Fit Book the Strategy Call Now
What to Say
"Based on what you've shared, I think there's a really strong fit here. Everything you've described is exactly what we work on every day. The next step would be to book in a 45-minute strategy call where we can go deeper on your specific challenges, talk through options, and then get you a proper proposal. Let's lock that in now while we're on the phone how does [DATE] work for you?"
✓
If they are really keen: Also put a placeholder in for the first workshop session. This creates commitment and gets something on the calendar. You can always move it. Not having a date makes it easy to go cold.
B
If They Need to Check Budget or Get Sign-Off First
What to Say
"Totally makes sense these things always need to go through proper sign-off. I'll send you across our program overview so you've got the detail you need for that conversation. Once you've had a chance to review and get the green light, just reach back out and we'll get that strategy call booked in."
✓
If they have enough info on the call and are clearly a real prospect, get the call transcript and fill in the proposal form for Claude to create a custom proposal: New Proposal Form for Claude.ai Proposal Creation. Send via the Proposal Template link below.
C
If It's Not a Fit
What to Say
"Based on what you've shared, I want to be upfront I don't think we'd be the best fit for what you're looking for right now, and here's why: [specific reason]. I'd rather tell you now than waste your time. If things change, we'd love to revisit it."
✓
Referrals: If they need technical HR support, refer to Nigel at Enrich HR. If they need employment law help, refer to Andrew Brooks at Law Squared. Being genuinely helpful when it's not a fit builds goodwill and referrals back to you.
Section 07
Handling Objections

These are the objections that come up most in real calls. Practise these responses until they are natural. Confidence in handling objections is what separates a good call from a great one.

We don't have a budget confirmed yet
Your Response
"That's really common especially when this is the first time the business has invested at this level. I work with a lot of HR and L&D people who are in exactly that position: they can see the need clearly but still need to build the business case internally. My job is to help you get it across the line. If you can share what you're trying to achieve, I can put together something that speaks directly to the decision-makers. What does the sign-off process look like for you?"
We do this kind of thing internally already
Your Response
"That's great it means there's already a culture of development which makes our work easier. What we bring that an internal program can't is the external validation and the fact that people show up differently when it's not their own HR team running the room. There's also something about being in the room with peers and learning together that internal sessions can't replicate. A lot of our clients actually run both we do the formal program while the internal team handles the day-to-day support. It doesn't have to be one or the other."
We tried leadership training before and it didn't stick
Your Response
"That's exactly why we're built the way we are. Most programs are too lecture-heavy people sit through a day of content, feel inspired, and go back to exactly what they were doing. Our entire design philosophy is the opposite: probably 20% content and 80% practical activities. People role-play the feedback conversation in the room and then go away with one specific conversation to have before the next session. The program builds on itself over 12 months, which is where you actually start to see the behaviour change. One session can't do that a year of consistent practice can."
Can we do it online / as a hybrid session?
Your Response
"We actually don't do hybrid it genuinely doesn't work with the activities. When you have some people in the room and some on Zoom, you end up with a compromised experience for both groups. What we can do is run a fully in-person cohort for the team based locally, and then run a fully online cohort for any remote team members as a separate program. It's more work to set up but the experience is significantly better for everyone involved. We do this with organisations like CPA Australia who have global teams."
The price is higher than other providers we've looked at
Your Response
"The market varies enormously on pricing you can get three team-building sessions for $8k or a leadership program that's five times our price. We sit in the middle and we're deliberate about that. What you get with us is practical, embedded learning over 12 months with real behavioural change not a one-off workshop that everyone forgets by next week. If you've had experiences with programs that didn't land, that's usually the reason. Happy to talk through what's included in more detail so you can compare fairly."
We need something faster than a 12-month program
Your Response
"We can absolutely look at a more condensed structure some businesses do two sessions instead of four. We just want to be upfront that the 12-month format is where we see real lasting change. You can compress the timeline but you do lose some of the embedding that happens when leaders have time between sessions to actually practice and then come back and reflect. That said, even two sessions is significantly better than zero. In the strategy call we can map out what makes sense given your timeline and budget."
We need to present this to the CEO / board first
Your Response
"Totally makes sense. A lot of the people I speak to are exactly in your position you can see the need clearly but still need exec endorsement. My job is to help you build that case. Once I've sent you through our program overview, I'm also happy to join a call with you and the CEO if that would help we do that all the time. It often makes the conversation much easier when the team can hear it directly from us."
Section 08
What Works and What Doesn't

Based on real clarity calls. The patterns are clear. Do more of what's in the green column, less of what's in the red.

What Works
  • Frame the call as "seeing if we're a good fit" removes all sales pressure immediately
  • Open with "why now, why Boldside" every single time it surfaces motivation and warms them up
  • Mention you run leadership programs every day of the week establishes authority without bragging
  • Position yourself as a partner to HR and L&D, not a vendor selling to them
  • Ask about budget early with "did you have an allocated budget in mind?" most say no, then you set the frame
  • Say "in hearing that, how does that feel?" after sharing pricing don't leave silence
  • Be upfront when it's not a fit it builds massive goodwill and referrals
  • Book the strategy call on the phone, not after calendar links get ignored
  • Put a placeholder workshop date in if they're keen creates commitment and urgency
  • Acknowledge when you've worked in their specific industry (construction, mining, education, etc.)
  • Mention CPA Australia, Brisbane Airport, Care Super they resonate as credibility markers
  • Keep program description high level the detail is for the strategy call
What Doesn't Work
  • Running through all four program modules in detail on a 15-minute call that's the strategy call's job
  • Agreeing to hybrid sessions our facilitation doesn't work with mixed in-person and online
  • Sending a proposal without enough context use the transcript and fill in the proposal form first
  • Letting them leave without a next step booked "I'll reach out" becomes silence
  • Avoiding the budget conversation it's better to know early
  • Talking more than they do in the discovery section you're there to listen, not pitch
  • Staying vague on pricing when asked directly give the range, then ask how it feels
  • Overpromising on timeline we book 10 to 12 weeks out, be honest about that upfront
  • Recommending a culture reset before leadership coaching is in place sequence matters, especially when the leader is part of the problem
Section 09
After the Call What Happens Next

The follow-through after the clarity call is where deals are won or lost. Be consistent, be human, and be direct.

1
If They Want Program Information Only
Send the relevant Qwilr link:

Program Information Template Leadership Program

Culture Reset Information Template

These are not custom proposals. They give overview and pricing so the prospect can start building their internal business case.
2
If You Have Enough Info for a Proposal
Get the call transcript. Fill in the New Proposal Form for Claude.ai Proposal Creation. Claude builds the proposal from there. Send it using the Proposal Send Template below. The subject line is: Get ready your proposal is inside!
3
Follow Up Timeline
Follow-Up Email 1: within 2 weeks of sending the proposal or program info. Subject: Keen to hear your thoughts

Follow-Up Email 2: one week later if no response. Subject: Have you decided not to go ahead?

After two follow-ups with no response, close the loop and move on. Templates are in the email section below.
Booking Lead Time
10 to 12 weeks
Tell prospects this upfront so urgency is real, not manufactured
Strategy Call Length
30 to 45 minutes
Book on Shelley's calendar. Confirm who the key decision makers are and invite them if possible
Payment Flexibility
Very flexible
Payment schedules, split across financial years, upfront payment all options available. Discuss in strategy call
Section 10
Email Templates

Use these word for word. They are direct, warm, and written in Boldside's voice.

Section 11
Who We Have Worked With

Drop relevant names when you recognise an industry match on a call. It immediately builds credibility. Click any category to expand the client list and program types.

Blue Collar and Mining 5 clients
Glencore, Lucas Drilling, Ravenswood Gold, Evolution Mining, Women in Mining
Leadership Programs, Women in Leadership, Team Resets and Offsites
Construction 7 clients
Vaughan Constructions, Lifestyle Tradie, Mossop Construction + Interiors, Chalouhi, Peach Construction, Terrah Infrastructure, Premrest
Leadership Programs
Government and Public Sector 4 clients
Office of National Intelligence, Inspector General for Intelligence and Security, Hunter Water, Department of Health
Leadership Development Programs, Custom EVP Project, Large Scale Webinars
Council 2 clients
Shire of Ashburton, Lake Macquarie Council
Leadership Programs, Culture Work
Membership and Large Organisations 5 clients
Care Super, Australian Retirement Trust, CPA Australia, RACP, Brisbane Airport Corporation
Leadership Programs, Emerging Leaders, Custom Content, Exec Offsites, High Potentials Programs, Large Rollouts
NDIS and Community Services 6 clients
Novacare, Includa, Brophy Family and Youth Services, Allambi Care, Insight PBS, The Canopy
Leadership Programs, Culture Work
NFP and For Purpose 8 clients
Open Doors, Salvation Army, Tiny Hearts, St Carthage's Community Care, IJM, Impact Global Health, The Canopy, Ronald McDonald House QLD
Leadership Programs, Culture Resets
Tech 6 clients
Sigma Prime, Leonardo AI (acquired by Canva), HiBob, Employment Hero, Sonder, Beige Tech
Leadership Programs, Culture Work
Financial Services and Accounting 10 clients
Altus Financial, Everest Wealth, Skye Wealth, Plenti, ADP Consulting, Bravium, Financial Edge, Hunter Financial, This is Money (Glen James), RSM Australia
Leadership Programs, Exec Offsites
Sport 3 clients
Adelaide Oval, Newcastle Knights NRL, North Queensland Cowboys
Leadership Programs, Team Culture
Education 6 clients
Bond University, La Trobe University, Victoria University Online, St Philip's Christian College, Adelaide East Education Centre, Excellence in Education
Leadership Programs, Feedback Workshops
Energy 3 clients
Akaysha Energy, Mineral Carbonation, Voyager Renewables
Leadership Programs
Fashion and Retail 8 clients
Ralph Lauren Australia, Meshki, Baby Boo, Cullen Jewelry, Common Circus, Abicus, HUD, Glee Coffee
Leadership Programs, Emerging Leaders, Culture Work
Marketing and Creative 7 clients
The Digital Picnic, White Noise Communications, Talk Agency, Evocative Media, Apparent Communications, CEA, Houston Group
Leadership Programs, Culture Resets
Legal 2 clients
Law Squared, Miltons
Leadership Programs
Health 4 clients
Chiesi, Medi Australia, Department of Health, Hunter Podiatry
Leadership Programs, Large Scale Webinars
Insurance and Investments 5 clients
SGUA (Property Insurance), Avant Services (Med Insurance), Qualitas, Haben, NEOS Life (Life Insurance)
Leadership Programs
Recruitment 3 clients
Levyl, U&U Recruitment, Verve Partners
Leadership Programs
Hotels and Hospitality 1 client
Mulpha (Intercontinental)
Leadership Programs
Project Management and Consulting 5 clients
Kent, Boston Consulting Group, Smile Partners, Myles Baldwin Design, Compliance Lab
Leadership Programs, Culture Work
Automotive 1 client
Mike Carney Toyota
Leadership Development Programs, Exec Coaching, Exec Offsites, Culture Reset
Section 12
Reference Calls Listen and Learn

These are real clarity calls. Listen to how the conversation flows, how objections are handled in the moment, and how pricing is introduced. No training replaces listening to how it actually sounds.

Baby Boo
P&C Manager call walking through the full LDP structure. Good example of explaining the four sessions, the quarterly cadence, and how to introduce pricing clearly with a small leader group of 14.
Listen on Otter.ai →
Hello Molly (Nufarm)
Retail brand where HR is unsure what service they actually need and is struggling to get exec buy-in. Good example of navigating ambiguity, helping the prospect shape the brief, and managing a situation where HR wants something different from what their leaders are asking for.
Listen on Otter.ai →
NuFarm
Global agri company building a panel of approved providers with no immediate need. Good example of how to stay warm and useful when there is no urgent timeline, leave a strong impression, and set up for when budget opens.
Listen on Otter.ai →
Pet Sure
Started as a wrong fit for the initial need (required hybrid format we don't offer), but the conversation opened up a broader discussion about LDP. They ended up coming on board for a 2-cohort 12-month program. Great example of staying curious when the first answer is no.
Listen on Otter.ai →
✓
How to use these: Listen once for the overall flow. Listen again and pay attention to how each call opens, how discovery questions are asked, and how pricing is introduced. Note how the call changes tone when the prospect is highly engaged versus cautious. You will hear clear patterns in all of them.
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