The First Five Minutes Checklist
Forty practical steps for the first five minutes of any sales conversation, so the start is warm, clear and confident.
The first five minutes set the tone. A simple checklist keeps you calm.
40 tips that really help
These ideas come from The Checklist Manifesto (Atul Gawande), How to Win Friends and Influence People (Dale Carnegie), SPIN Selling (Neil Rackham), and Peak (K. Anders Ericsson), and everyday practice. The first six help the most. Pick one and try it today.
Your five-minute opening plan
Five clear minutes can set the tone for the whole meeting. Plan them like a short recipe. A five-minute plan makes the start calm and clear.
Write the five steps on a card. Practise them aloud once.
Greet warmly
A warm greeting is the first gift you give. Smile, say their name and look them in the eye.
Stand, smile and offer your hand if it fits. Say their name and yours clearly.
Thank them for their time
Time is precious, so say thanks. It shows respect from the first minute. A sincere thank-you for time sets a respectful tone.
Thank them early, with a detail. Show respect for time by being focused.
Ask for their goals
Start with what they want. Ask, ‘What would make this meeting useful for you?’ Start by asking what they want from the meeting.
Ask what would make the meeting useful. Write it down, and repeat it back.
Prepare the night before
Calm starts the evening before. Review, pack and rest. Calm in the morning is built the night before.
Review the client’s name, role and notes. Check route, time and technology.
Fix a bad start
Everyone has a rough start sometimes. Pause, breathe and reset. A calm reset turns a bad start into trust.
Pause and breathe. Apologise briefly, with a smile.
Break the ice briefly
One light line is enough. Keep it warm, short and real. One warm line is enough to break the ice.
Choose one light, true line. Say it with a smile.
Confirm the agenda and time
Say what you will do and how long it will take. It calms both sides. A clear agenda and time frame calm everyone.
State the time and three steps. Ask if it works for them.
Arrive calm
A calm seller makes a calm room. Arrive early, and breathe. Arrive calm, and you bring calm into the room.
Arrive ten minutes early. Breathe in for four, out for six.
The first ten seconds on a call
On a call, ten seconds decide the mood. Say your name, theirs, and a smile. Make your first ten seconds on a call warm and clear.
Smile, and say hello with her name. State your name and company slowly.
Meetings begin with a first impression
People judge fast, and the judgement lasts. Make the first look count. The first impression is quick, and it shapes the whole meeting.
Dress to suit their setting. Stand tall, smile and speak clearly.
Share the purpose clearly
Say in one sentence why you are here. Clear purpose builds trust. A clear, honest purpose lowers defences.
State your purpose in one sentence. Say what you will not do, if it helps.
Take notes openly
Say you are taking notes, and why. It shows respect. Open note-taking shows that you value their words.
Ask permission to take notes. Write key words, and look up often.
Watch their reactions
Faces and bodies tell the truth. Adjust as you see signs. Watch their reactions, and adjust as you go.
Look up often while you speak. Notice nods, frowns and glances.
Avoid talking about yourself too soon
Let them speak first. Your story can wait. Keep your intro short, and let them speak first.
Introduce yourself in one or two sentences. Turn to them with a question.
Close the opening with a bridge
Link the warm start to the main topic. A bridge keeps the warmth. A bridge links the warm start to the main topic.
Summarise what you learned in one sentence. Link it to the next part of the meeting.
Review afterwards
Learn from every opening. Ask, ‘What worked? What will I change?’ A two-minute review after each meeting builds skill.
After each meeting, review the first five minutes. Write one thing to repeat and one to improve.
Minute one: warm greeting
The first minute is for connection. Greet, smile and settle. Minute one is for a warm, human greeting.
Greet, smile and say both names. Offer a seat or a drink.
Minute two: thank and settle
Thank them, and let them settle. Show you value their time. Minute two is for thanks and settling.
Thank them for their time. Check comfort and put away distractions.
Minute three: set the agenda
Give a clear map of the meeting. Check that it suits them. Minute three gives a clear map and calm.
State the plan and the time. Ask what they would like to add.
Minute four: ask about them
Now ask about their world. Two good questions, and real listening. Minute four turns the spotlight to them.
Ask two or three open questions about their situation. Listen, note key words and reflect a feeling.
Minute five: bridge to the topic
Link what you heard to what comes next. Move smoothly into the main part. Minute five bridges their words to your topic.
Use their own words to link to the topic. Check they are ready.
Check your appearance and space
Look neat, and keep your space tidy. It says, ‘I care’. A neat look and tidy space say that you care.
Check clothes and hair in a mirror. Check your space: tidy, light and seats.
Test your tech for video calls
A tech problem eats your first minutes. Test sound, camera and link beforehand. A quick tech test protects your first minutes.
Test sound, camera and link ten minutes before. Close other programs, and charge your device.
The first minute on video
Smile, look at the camera and say the name. Make a screen feel like a room. A warm first minute makes video feel like a room.
Smile, look at the camera and say her name. Check the sound.
The first five minutes in person
Use space, posture and handshake well. Be present and relaxed. In person, calm presence and good space set the tone.
Stand, smile and offer your hand. Let her choose a seat, and sit at an angle.
The first five minutes with a group
Greet each person, and learn the roles. Make everyone feel included. With a group, greet and include every person.
Greet each person by name, and note the seating. Ask each their role and interest.
The first five minutes with a senior buyer
Be brief, prepared and respectful. Talk about outcomes. With a senior buyer, be brief, prepared and respectful.
Greet with their title, and thank them. State your purpose in one sentence.
The first five minutes with an angry customer
Listen first, and stay calm. Do not defend. Acknowledge. With anger, listen, acknowledge and care.
Stay calm, and let them speak fully. Say sorry and reflect the feeling.
The first five minutes when you are late
Warn early, apologise briefly, and recover. Do not make excuses. If you are late, warn early, apologise briefly and recover.
Warn them as soon as you know. Apologise once, briefly, without a long excuse.
The first five minutes after an introduction
A warm introduction gives you a head start. Honour the person who made it. Honour the introducer, and you honour the trust they gave you.
Mention the introducer kindly. Ask how they know each other.
Handle interruptions in the opening
Phones, doors and questions will interrupt. Stay calm and kind. Calm patience during interruptions builds respect.
Smile, and say ‘Please take your time’. Wait calmly, without looking annoyed.
Handle silence in the opening
A short silence is normal. Breathe, smile and ask. A short silence is normal, so stay calm and kind.
Breathe, and smile gently. Count to three in silence.
Handle a rushed start
When they are in a hurry, be quick and clear. Give them value fast. With a rushed client, give value fast and finish early.
Accept the time with a smile. Ask what is most useful, and give three key points.
Spot the mood early
Read the mood in the first minute. Then adjust your plan. Spot the mood early, and shape the meeting to fit.
In the first minute, read face, posture and voice. Decide: cheerful, tired, worried or rushed.
Keep a one-page checklist
One page is enough. Use it before every meeting. A one-page checklist keeps your openings calm and reliable.
Write eight to ten short lines on one page. Read it before each meeting.
Share the checklist with your team
A shared standard helps everyone. Customers feel the same warmth from all. A shared checklist gives every customer the same warm start.
Share your checklist with colleagues. Ask for their best ideas.
Review after each meeting
Two minutes of review teach you most. Ask three simple questions. A short review after each meeting turns experience into skill.
After each meeting, ask the three questions. Write short answers in a log.
Practise your opening aloud
Say it aloud before you say it live. Practice makes it feel natural. Practise your opening aloud until it feels natural.
Say your opening aloud, with a smile. Record it once, and listen.
Use your checklist today
Start with your next meeting. Do the five steps once, with care. Use your checklist at your next meeting, and trust will follow.
Pick your next meeting. Follow the five steps with care.
Easy things to say
When you are stuck, pick one of these. They work in many sales conversations.
“It is good to see you. Thanks for making time.”
“I would like to hear about your situation first.”
“Shall we use twenty minutes to talk and see if it fits?”
“What would make this a useful conversation for you?”
“Tell me more about that.”
“Is there anything else you would like to cover?”
Your first week
One small action a day. Each day is only a little bigger than the last.
Write your own checklist
Use it on your next call
Adjust it after the call
Share it with a colleague
Practise your greeting
Practise your agenda line
Review weekly
Further reading
- How to Win Friends and Influence People (Dale Carnegie)
- The Go-Giver (Bob Burg and John David Mann)
- The Trusted Advisor (David Maister and others)
The tips above are written in our own words and are general guidance. The books are suggestions for further reading.
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Start freeThese lessons share general learning and everyday ideas. They are not medical or mental health advice. If you feel very anxious, low or unwell, please talk to a doctor or a qualified professional.
More lessons in “Build Trust That Lasts”
Keep going. Small steps every day make a big change.
← Previous: Be Interested, Not Just InterestingNext: Do What You Say You Will Do →
- Smile Like You Mean It
- Use Their Name the Right Way
- Find Common Ground Fast
- Match Their Pace and Energy
- Small Talk That Opens Doors
- Be Interested, Not Just Interesting
- The First Five Minutes Checklist
- Do What You Say You Will Do
- Be Honest About What You Cannot Do
- Share Bad News Early
- Admit a Mistake and Fix It Fast
- Give Before You Ask
- Show Proof Instead of Making Claims
- Keep Promises Small and Real
- Be an Expert Who Teaches
- Give Free Value That Matters
- Recommend What Is Right, Even If It Is Smaller
- Tell Customers What You Would Do
- Be Independent and Honest
- Think Long Term, Not This Month
- Make Customers Smarter
- Open Posture, Open Mind
- The Right Amount of Eye Contact
- A Voice That Feels Safe
- Mirror Without Mimicking
- Dress for the Customer You Serve
- Make Video Calls Feel Personal
- Read Signs of Discomfort
- Remember the Small Details
- Send the Unexpected Thank-You
- Check In Without Selling
- Celebrate Their Wins
- Introduce People to Each Other
- Build a Simple Relationship System
- What to Do When You Make a Mistake
- A Sincere Apology That Works
- Turn an Angry Customer Into a Fan
- Rebuild Trust After a Missed Deadline
- When a Customer Doubts You
- Rise Above Gossip and Reviews
