First thing is breath.... lol congrats on getting the call. The next steps are pretty simple and once you have done it a few times you will see its a pretty simple process. I would suggest a word dock that you can fill out, even after doing it 100 of times you can forget to ask something. If they are truly motivated they will generally tell you their whole life story, so use the sheet to keep on track.
So you all ready have the basic info: Name add and phone. Go ahead and look up the property and get all the info you can on it. With this you should be able to figure the arv for the property.
ok then in no particular order
More info on the house
# beds/Bath
Sq FT
Condition of Property
Repairs needed (and what they think it will cost to repair)
Type of heat/air
Condition of roof
Then to why motivated
Why selling
how fast
is house listed
vacant?
is there a mortgage (1st-2nd-liens)
Now the $$$$$
asking price
flexible????
are they willing to do creative if you cant get asking price.
After that it is up to you to work out making the numbers work. Lots of ways to do that (all over bigger pockets)
Wholesale
owner financing
lease opp
fix and flip
Hope this helps