Answering the Lead's question... too early
Scenario
A Leads starts communication on any channel with a specific question.
Error
The agent answers the question, forgetting to follow the "negotiation steps" for the information.
Best practice
The agent must "exchange" information with the lead. If we answer too soon, we may lose the Lead's interest before we have their basic information.
If the lead contacted us, they are interested, so now is the time to ask some questions.
The presales agent's job is not to answer customers; their job is to solve doubts with the idea that both parties reach their objective.
(The image shows how an agent answers too early, without "exchanging" information)