Internal Reference
Ickay's Call Flow
This guide outlines the step-by-step call flow for handling inbound sales and support calls. Follow each step in order and use the provided scripts as your baseline — feel free to speak naturally while keeping the key information intact.
Script
Speak warmly and clearly. Smile — it comes through in your voice.
The Art of the Call
Asking Questions Related to GoDaddy Products
Great agents connect the customer's needs to the right GoDaddy products. Use the right question type at the right moment — discover what they need, qualify their situation, build agreement, and confirm before presenting a solution.
Discover
Qualify
Agree
Align
Solve
Transition Tips
Acknowledge what the customer said before moving to the next question.
Use bridging phrases: "That's helpful to know…", "I appreciate you sharing that…", "Based on what you've told me…"
Move from open → close → confirming to naturally funnel the conversation.
Never fire questions back-to-back — pause, listen, then respond.
Mirror the customer's energy: match their pace and tone.
Question Types
Open-Ended Questions
Open-ended questions invite the customer to share freely about their business. Use them early in the call to uncover what GoDaddy products — domain, website, email, or more — will best fit their situation.
Start with: Who, What, When, Where, Why, How, Tell me about…
Example Questions
"Tell me a little about your business — what do you do and who are your customers?"
→ Build context before recommending any GoDaddy product
"What are you hoping to accomplish by getting online?"
→ Uncover the goal behind the domain or website need
"How are customers currently finding you or getting in touch with you?"
→ Identify gaps a website or professional email could fill
"What has your experience been like managing your online presence so far?"
→ Surface pain points with current tools or providers
"What matters most to you when choosing a plan — price, features, or ease of use?"
→ Guide toward the right GoDaddy plan or bundle
Discovery Questions
Understanding Their Business Needs
Use a mix of all four question types to uncover exactly what the customer needs for their Email, Website, and Domain. Each question is designed to build agreement and guide them toward the right solution.
Email Discovery
Understand how the customer currently handles email and what they need for their business.
Question Script
"How are you currently handling email for your business?"
→ Understand their current setup
"What does a typical day of email communication look like for you and your team?"
→ Gauge volume and usage
"Do you currently have a professional email address that matches your business name?"
→ Identify the gap
"Are you using a personal email like Gmail or Yahoo for your business right now?"
→ Qualify the need
"Having an email like yourname@yourbusiness.com makes you look more professional to your customers, doesn't it?"
→ Build agreement on value
"You'd want your team to all have matching business emails, right?"
→ Expand the opportunity
"So what I'm hearing is you need a professional email that matches your domain — is that right?"
→ Lock in the need before presenting
Product Knowledge
FAB — Features, Advantages & Benefits
Know your products inside and out. For every GoDaddy product, master the Feature (what it is), the Advantage (why it's better), and the Benefit (what it does for the customer). This is how you turn a product pitch into a solution.
Feature
What it is / does
Advantage
Why it's better
Benefit
What it means for them
Website + Marketing
All-in-one website builder with built-in marketing tools
Select a Plan
Basic
~$9.99/mo
Features
What it is / does1 website with custom domain connection
Hundreds of professionally designed templates
Mobile-responsive drag-and-drop editor
Free SSL certificate included
Basic SEO tools (page titles, meta descriptions)
Contact form and social media links
24/7 GoDaddy support
Advantages
Why it's betterCheapest entry point to get a professional website live fast
No coding or design skills needed
Domain + website in one place — easy to manage
Includes SSL — no extra purchase needed
Benefits
What it means for the customerGet online today without spending a lot
Look professional to every customer who searches for you
Build credibility with a real website (not just social media)
Start simple and upgrade anytime as your business grows
More steps will be added to this guide as the call flow is built out.