When you dive into sales, one of the first skills you need to master is the discovery call. It’s your chance to connect with a prospect, understand their customer’s needs, and determine if your solution is the right fit.
For example, imagine you're selling software to a small business owner. During the call, instead of just listing features, you ask about their current challenges, listen carefully to their goals, and uncover pain points. By the end of the call, you’ve identified exactly how your product can help, and Voila! The stage is set for a long-term partnership.
Let’s get started!
What is a Discovery Call?
A discovery call is your first big chance to connect with a potential client interested in what you offer. It’s the starting point of this first conversation in the sales journey, where you figure out if there’s a real fit between their needs and your solution.
Instead of just talking about your product, the goal is to dig deep into the prospect's challenges, objectives, and what they’re looking for while setting the stage for future interactions and building a solid foundation for the relationship.
For example, imagine you’re selling a project management tool to a marketing agency. During the discovery call, instead of jumping straight into the features of your tool, you ask questions like, “What’s your biggest challenge when it comes to managing client projects?”
By understanding their pain points, you can tailor the conversation to show how your tool can specifically solve their problems, thereby making the call more focused and valuable for the prospect.
What Makes the Discovery Call So Important?
Discovery calls serve as the linchpin of outbound sales, setting the tone for the rest of a prospect's journey. They provide invaluable insights that contribute to optimizing the sales process, addressing pain points in interactive ways, tailoring solutions, identifying cross-selling or upselling opportunities, and fortifying the overall sales strategy.
1. Identifying qualified leads
A discovery call helps you sort through potential customers to find the ones who are really worth your time in the qualification process. It's all about identifying qualified leads, so you're not wasting energy on dead ends.
Here’s how you can tell if a lead is qualified:
Gauge their interest: Are they genuinely curious about what you offer, or are they just browsing? If they’re eager to learn more, that’s a good sign.
Determine the fit: Does their need match what you’re selling? For example, if you’re selling marketing software, and they’re a small startup with no real marketing team, it might not be a fit.
Check their budget: Can they afford your product or service? If your solution costs $10,000, but the prospect only has $2,000, they might not be the right lead.
Decision-making authority: Are you talking to the person who can make the purchase decision? If you’re speaking to someone who doesn’t have the power to pull the trigger, it’s important to get in touch with the right decision-maker.
By focusing on these points, you’ll spend less time on unqualified leads and more time nurturing the ones who are ready to move forward.
2. Building relationships
During a good discovery call, sales reps aren’t just there to gather info—they’re building the foundation for a lasting relationship. When prospects open up about their business challenges, they trust you with sensitive details. This trust is the key to forming a strong connection that benefits both sides in the long run.
Building that relationship starts with active listening and showing real empathy. It’s not just about selling your product but genuinely understanding the prospect’s needs, struggles, and goals. The more you focus on them and personalize the conversation, the more they feel valued and understood.
For example, let’s say you’re selling CRM software to a growing tech company, and they mention you're struggling with keeping track of customer interactions. Instead of just pushing your product, you listen, acknowledge their challenge, and offer insights into how your CRM could help them stay organized and improve communication. This personal touch makes the conversation feel more like a partnership than a transaction.
When you build that personal connection early, future conversations are smoother, and the chances of turning the discussion into a real sale are increased. It’s about moving from a one-time pitch to an ongoing, meaningful dialogue.
3. Understanding customer needs
At the heart of a successful discovery, call is truly understanding your prospect’s needs. When you get what they’re struggling with, you can offer solutions that hit the mark.
Here’s how to get those insights:
Ask the right questions: Dig deep to uncover their challenges and goals. For instance, if you’re selling a marketing platform, ask, “What’s your biggest hurdle when reaching your audience?”
Listen closely: Listen to what they’re saying (and not saying). If they mention a struggle with tracking campaign performance, it’s a clue that your analytics tool could be the solution they need.
Confirm your understanding: Always check in to ensure you’re on the same page. You might say, “So, if I’m hearing you correctly, you're looking for a tool that simplifies reporting, right?”
By asking the right questions, listening actively, and confirming their needs, you can position your product as the perfect fit to solve their problems and help them achieve their goals.
What is the Primary Difference Between a Discovery Call and a Sales Call?
The key difference between a discovery call and a sales call is all about the objective. The purpose of a discovery call is like a map—it’s about understanding where the prospect stands, what their pain points are, and building a connection. You’re not pushing your product yet; instead, you're focusing on listening and learning.
For example, a discovery call might involve asking questions like, “How do you currently manage your team’s tasks if you're selling a project management tool?” This involves digging into their workflow to see if your solution can help.
On the other hand, a sales call shifts gears. Now, you’re in “selling mode.” You’ve already learned about the prospect’s needs, and you’re presenting your product as the solution by explaining how your project management tool can save them time, improve collaboration, and streamline operations. You’re also handling any objections, like price or implementation concerns, to guide them toward a decision.
So, while discovery calls are about understanding and connecting, sales calls are about advocating for your product and moving the prospect closer to a purchase.
Ready to Drive Results with the Most Effective Discovery Calls?
Monologues are for plays, not discovery calls. Let the conversation flow with active engagement from both ends, and be prepared with a razor-sharp knowledge of your offering that can slice through any doubts your prospect may harbor. Here's how you can do that.
Researching your Prospect is the Roadmap to Success.
Effective research is your secret weapon for a successful discovery call checklist. Before you even pick up the phone, take the time to learn about your prospect’s business. Dive into recent news, check out their social media profiles, and understand their market position and competitors. This research helps you understand their pain points and tailor your approach.
For example, you’re selling a digital marketing tool to a growing e-commerce brand. If you find out they’ve recently launched a new product line but are struggling to drive traffic to it; you can frame your discovery call by asking, “I saw you just launched a new line of products. How’s digital marketing working for you so far?” This shows you’ve done your homework and opens the door for a more relevant, valuable conversation.
By researching your prospect beforehand, you set the stage for a more meaningful, targeted discovery call that resonates with their specific challenges.
The level of details that you should look into during the research phase may include:
Prospect Details | Importance |
|---|---|
Company Size | Helps understand the scope of business needs |
Industry Segment | Provides insights about the specific environment and common challenges in the industry |
Social Media Activity | Offer clues about company culture, recent activities, and interests |
Business Competitors | Gives a frame of reference about primary business issues and objectives the prospect may be facing |
Remember, the more your questions and solutions are tailored to your prospect’s situation, the more impactful your discovery call will be.
Setting a Clear Agenda Is Key to a Smooth Discovery Call.
Having a clear agenda for your discovery call keeps things structured and ensures both you and your prospective client stay focused. Right at the start, let your prospective client know you value their time by quickly going over the agenda. A simple “Here’s what I’d like to cover today…” gives everyone a roadmap for the conversation.
Start with a brief intro—who you are, what you do, and a quick overview of your company. For example, if you’re selling CRM software, you might say, “I help businesses like yours manage customer relationships more effectively with our CRM tool. Today, I’d love to understand your current process and see if we can help simplify it.”
Then, dive into the main purpose of the call: “I want to learn more about your challenges and goals to see if we’re a good fit.” This approach sets the tone for an open, two-way conversation where your prospect feels comfortable sharing their thoughts and concerns.
In the end, outlining a clear agenda isn’t just about staying on track—it’s about respecting your prospect’s time and making sure the call is valuable for both of you.
Make your Discovery Call feel like a Friendly Chat by building Rapport.
A discovery call shouldn’t feel like an interrogation—it should be more like a friendly conversation between two professionals exploring solutions. Here’s how to make that happen:
Speak their language: Use terms that match your prospect’s industry. If you’re selling marketing automation to a startup, you might say, “I know managing lead gen can be a challenge. Let’s see if we can streamline that process for you.” Adjusting your language shows you understand their world and builds trust.
Find common ground: Look for ways to connect beyond business. Maybe you both have ties to the same city or share an interest in tech. Small mentions like, “I noticed you’re based in [city]—I’ve worked with a few companies there!” can make a big difference in breaking the ice.
Be authentic: Don’t just focus on the sale—be genuine. If you’re honest and transparent, the prospect will feel more comfortable opening up. For example, if they express concern about pricing, say, “I get that price is important. Let’s talk about how we can make this work for your budget.”
The goal is for the prospect to feel like they’re talking to someone who understands their needs. When you establish a solid rapport, you’re not just building a relationship—you’re creating a foundation for a successful partnership.
Focus on the prospect's pain points.
A key part of a discovery call is identifying your prospect’s pain points—problems they need solved. By understanding these, you can position your product as the perfect solution.
Start with open-ended questions like, “What’s been holding you back from reaching your goals?” to get them talking. Then, dive deeper: “How is this affecting your daily operations?” or “What happens if this isn’t fixed soon?”
Lastly, show empathy by acknowledging their struggles. For example, “I can see how managing customer data manually would be frustrating.” This builds trust and shows you’re here to help, not just sell.
By understanding their pain points, you can present your product as the solution they need.
Link pain points to product benefits
Once you know your prospect’s customer’s pain points,, it’s time to show how your product or service solves them. Here’s how to make that connection clear:
Anchor benefits to their problems: For example, if they’re struggling with slow project management, explain how your tool streamlines tasks and boosts efficiency.
Highlight your unique value: Show what sets your product apart. If you are offering a CRM with better automation features than others, make that the focus.
Use case studies: Share success stories. "One of our clients in your industry saw a 30% improvement in customer retention after using our software." Walking them through such case studies builds confidence.
Paint a before-and-after: "Before using our tool, they were juggling spreadsheets; now, everything’s automated and running smoothly." Add an inference like this to show how your product is truly simplifying complex tasks similar to their pain points.
By linking your product directly to their challenges, you shift the conversation from a sale to an investment in solving their problems.
Handle objections
It’s normal to face objections during a discovery call, and handling them well is key to moving the conversation forward. Here’s how to do it:
Acknowledge the objection: Let the prospect know you hear their concern. For example, if they’re worried about pricing, say, “I understand that budget is a big consideration for you.”
Counter with facts: Share data or examples that highlight the value. For instance, “Many of our clients saw a 20% increase in revenue after implementing our system, which more than offsets the initial cost.”
Refocus on value: Bring the conversation back to how your product solves their specific problems. “While the price may seem high, it will save your team hours every week by automating tasks.”
Be transparent and respectful: Keep the conversation open and honest. Make sure they feel comfortable expressing their concerns without pressure.
Remember, handling objections isn’t about winning—it’s about showing you understand and are committed to finding a solution that works for them.
End Your Discovery Call on a High Note.
Here’s how to wrap it up effectively:
Summarize key points: Recap the main challenges and goals the prospect shared. For example, “It sounds like your team is struggling with inefficient task management, and you’re looking for a tool to streamline workflows.”
Reaffirm how your product solves their issues: Highlight the benefits in relation to their pain points. “Our project management software will save you hours each week by automating task tracking and reporting.”
Highlight next steps: Be clear on what happens next, like scheduling a demo or a follow-up call. “Let’s set up a demo next week to show you how it works in action. How does Thursday at 10 AM sound?”
By summarizing, emphasizing your solution, and confirming the next steps, you ensure the call ends with clear direction and keeps the momentum going toward closing the deal.
What are the most Essential Do's and Don'ts of a Discovery Call?
The success of a discovery call hinges on both your actions and avoidances. It is paramount to keep the conversation prospect-focused, maintaining a two-way dialogue embellished with open-ended questions. Meanwhile, it's critical to avoid stonewalling the prospect with product features, rendering it more of a sales pitch than a discovery call.
Do's
1. Prepare in advance: Understand your prospect’s business and industry. If you're selling a project management tool to a tech startup, know about their growth stage, the challenges they face in managing projects, and how their team collaborates. Research their recent product launches or any industry shifts that might affect their need to show how you are invested in their success.
2. Set a clear agenda: Be upfront about the call’s structure. For example, “I’d love to spend the first 10 minutes understanding the challenges your team faces with project management, and then we’ll discuss how our tool could help streamline your process.” This sets expectations and shows you respect their time.
3. Ask effective questions: Use open-ended questions to dig deeper into their pain points. Instead of “Do you struggle with project deadlines?” try “What’s been the biggest challenge when it comes to meeting project deadlines?” This will get them to talk more openly about the root causes of their problems.
4. Focus on pain points: Don’t just pitch features; tie everything back to how your product solves their specific problems. If you’re talking to an e-commerce brand struggling with customer retention, focus on how your CRM can help automate customer outreach and improve loyalty programs, rather than just listing off CRM features.
5. Establish rapport: Building a connection helps foster trust and ease. For example, if you both happen to be from the same city or share similar interests, mention that early on. This simple rapport can pave the way for smoother communication and a stronger relationship, which is critical for conversion down the line.
Remember, mastering a discovery call is about smart questioning, active listening while keeping sight on empathy, and relevance.
Don'ts
1. Avoid making assumptions: Never assume you know your prospect’s needs. Instead, ask targeted questions to uncover specifics. For example, if you’re selling a customer service software solution to a growing e-commerce business, don’t assume their main issue is managing support tickets. Ask questions like, “How are you currently handling customer inquiries, and what challenges are you facing with your current system?” This gives them space to share their actual pain points.
2. Don’t be overwhelmed with information: Keep your solution focused and relevant. If you’re selling a marketing automation tool, don’t dump every feature at once. Instead, ask, “How are you currently managing your email campaigns?” Then, share how your tool’s automated email workflows could save them time and improve targeting instead of listing off all the features.
3. Refrain from being pushy: Give your prospect time to think. If they’re unsure about the pricing of your software, don’t press them to make a decision on the spot. For instance, you might say, “I understand this is a big decision. Let’s schedule a follow-up call to go over any questions you have once you’ve had time to review everything.”
4. Don’t neglect post-call review: After the call, take a moment to reflect. Did you fully understand their needs? Was there a moment where you lost their interest? If you were speaking with a tech startup and they seemed uncertain about how your tool integrates with their existing systems, take note and refine your approach for the next call.
5. Don’t forget to follow up: Always deliver on your promises. If you said you’d send over a case study or more information, do it promptly. For example, if a retail prospect expressed interest in learning about other companies in their sector using your inventory management system, send that case study within 24 hours to keep the momentum going.
Navigating these areas can make the difference between a successful, engaging discovery call and an ineffective one.
How can Companies like SmartCue be real Game-changers during Discovery Calls?
Want to understand what is a discovery call and deliver engaging, interactive product demos? Try SmartCue!
With SmartCue, you can quickly create personalized demos that guide your prospects through each feature. Tailored walkthroughs make it easy for them to see how your solution fits their needs and move closer to a decision.
Here's a step-by-step guide
Step 1- Log In and Set Up Your Account
Start with a free trial and explore SmartCue’s intuitive interface.
Step 2- Build the showcase
Add text descriptions and enhance your showcase with integrated tools.
Step 3- Publish it
Now you are just a step away from closing your deals with the most efficient demos. Book a demo today!
Final Thoughts
A well-executed discovery call is the foundation of a strong sales process. By researching your prospect, setting a clear agenda, building rapport, and focusing on their pain points, you create meaningful conversations that lead to better conversions. Instead of a sales pitch, think of it as a chance to understand and guide potential customers toward the best solution. When done right, discovery calls build trust, establish credibility, and set the stage for long-term partnerships—ultimately driving more sales success.
Frequently Asked Questions
What Questions can you ask during a discovery call?
An effective discovery call is about posing the right discovery call questions to uncover deep insights into your prospect's needs and challenges. Ask about their business's goals, obstacles hindering those objectives, their expectations from a potential solution, and how they measure success. These questions will not only provide you with useful information but also establish you as a credible solution provider in their eyes.
What is the best way to handle objections during a discovery call?
The ideal approach to handling objections during a discovery call involves active listening, empathy, and addressing concerns head-on. Counter objections with data underlining your product's value proposition and reinforce how it can address their particular challenges without getting defensive or aggressive.
Can discovery calls help improve my overall sales strategy?
Absolutely, discovery calls in the discovery process can be instrumental in enhancing your overall sales strategy. They provide valuable insights into customer needs, pain points, and preferences, offering a wealth of data to refine your sales approach, deliver personalized solutions, and drive deeper engagement with potential customers.
How do I properly follow up after a discovery call?
Follow-up after a discovery call can include a personalized thank-you email summarizing key points of the conversation. If you offered additional information, ensure it is included in the follow-up. Set clear next steps, inquire about further questions they may have, sparking a continued dialogue.
