Strengths: - Judy executes on the strong intro. - Judy then goes on to verify the client. - After the client gives Judy more information regarding the reason for his call, he comments about how long he has been in process with us. Judy is sure to acknowledge this with empathy. Later, the client mentions that he often plays phone tag--Judy recognizes this as another opportunity for empathy. Good! - Judy then goes on to foreshadow a hold. - Good use of positive language: My pleasure! - Judy begins to foreshadow the transfer and the client declines, stating he will reach out via email instead. - Great execution of the strong close! Opportunities: - Relevant and effect LJN's. Judy notes the reason for the client's call, but does not