Customer Reference Call: Prompts That Cover the Buyer's Real Worry
Updated 2026-11-01 · 2 min read
This rail is for the reference call you set up between a prospect and a customer who's happy with you. The customer does most of the talking, and your job is to open the call and make sure the prospect's real worry gets covered. With the prompts on the cards, you can stay quiet and let them talk.
The rail
Before the call
- Customer: [customer], [role], with us since [date]
- Prospect: [prospect], most worried about [worry]
- Ask the customer to be honest, good and bad
Introductions
- Thank [customer] for the time
- One line each: who you are and what you do
- We have [20] minutes
Why they chose us
- Prompt: what made you pick us?
- What were you using before?
Setup and onboarding
- Prompt: how did the first [month] go?
- How long until your team used it every day?
Results with us
- Prompt: what's changed since you started?
- Their number, if they'll share it: [metric]
What could be better
- Prompt: what would you change about it?
- Let them answer. Don't jump in to fix it
Prospect's own questions
- What else do you want to ask [customer]?
- Offer to drop off so they can talk freely
Wrap up
- Thank [customer], and send a thank-you by [day]
- Debrief with the prospect after: what mattered most?
- Next step in the deal: [step] on [date]
How to use this rail
- Copy the rail. Press Copy this rail. It copies every card as text, with a heading on each one.
- Paste it into a new note in GlideRail. GlideRail spots the headings and offers to split the text. Press Split into sections: the rail's name at the top becomes the note's name, and each card heading becomes its own card.
- Fill in the brackets. Write in who's on each side and the prospect's biggest worry before the call.
- Open Cue Mode. Put the window near your camera, then move between cards with ⌘[ and ⌘] (they work from any app while Cue Mode is open) or a two-finger swipe.
- Turn on Live Rail, if you like. On an Apple Silicon Mac it listens to the call and offers the card whose heading matches what was just said, so when the customer starts on their results, it can offer that card. One click opens it, and it never changes cards on its own.
If you share your screen, turn on Invisible first (Pro), and the share leaves the cards out. On Zoom, first set Settings, Share Screen, Advanced, Screen capture mode to "Advanced capture with window filtering" (the Zoom guide shows it). Cue Mode and Live Rail are Pro too, and every download comes with 7 days of Pro, free, with no card needed.
Make it yours
Tell the customer the prospect's worry beforehand, so "Results with us" covers the part the prospect cares about. Add a card for any question this prospect raised more than once in the deal. Leave "What could be better" in, because a reference that only says good things is harder to believe.