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Sales Process
Lesson 1 of 6 7 min 70 XP

The Passport Conversation Framework

Learning objective

Understand the overall structure of a Passport conversation.

Why this matters

The best Passport conversations feel natural.

Customers should never feel like they are listening to a sales pitch.

A shared framework means every homeowner gets the same quality of conversation.

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Learn

Five stages, one conversation

Every Passport conversation follows the same shape — no matter who is on the other side.

Do not skip steps
Do not recommend a Membership before understanding the homeowner. A recommendation made without discovery is a guess with a price attached.
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Curiosity opens. Features close doors.

Starts with the pitch
  1. 1Feature
  2. 2Price
  3. 3Ask for the sale
  4. 4Resistance
Starts with curiosity
  1. 1Question
  2. 2Understanding
  3. 3Relevant recommendation
  4. 4Agreement
Where great conversations begin
Not with features. Not with pricing. With curiosity about the home in front of you.
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Rebuild the framework

Practice

Arrange the conversation steps in the correct order

Tap the stages in the order they happen.

Tap the steps in order
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    Open the conversation

    In the real world
    C
    I just needed the repair — is there anything else?
    Can I ask a couple of quick questions about your home so I can recommend the right option?
    E
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    Check your understanding

    0 / 4 answered
    Question 1 · Multiple choice

    Which is the correct conversation order?

    Question 2 · Multiple choice

    Where should a Passport conversation begin?

    Question 3 · Scenario

    Which opening is stronger?

    Question 4 · True / False

    It is fine to skip the Understand step when the homeowner sounds ready to buy.

    Golden rule

    Discover first.

    Recommend second.

    Accomplished

    You can now…

    • Explain the Passport conversation flow
    • Identify each conversation stage
    • Understand why discovery comes first
    • Open a conversation with curiosity instead of a feature
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    70 XP reward

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