In sales, the discovery call is your golden opportunity to make a strong first impression. Effective discovery calls can significantly increase your conversion rates and lay the foundation for strong, long-lasting customer relationships.
To help you succeed, we've put together a simple guide with clear steps and useful tips for every part of a discovery call.
What is a discovery call?
A discovery call is the initial conversation with a prospective customer who has shown interest in your product or service. It's a crucial step to explore whether there's a potential fit between the prospect's needs and what you offer.
During the call, you move beyond assumptions, actively listening to understand the lead's challenges, priorities, and goals. The aim is to determine if your solution aligns with their needs.
Discovery call vs. sales call
The primary difference between a discovery call and a sales call lies in the focus and goals of each.
Discovery calls are about gathering information and understanding the prospect’s needs, whereas sales calls concentrate on promoting a product’s benefits, features, and closing a sale.
7 essential steps
Know your prospect
The key to a good discovery call is to come well prepared. Get to know your prospective customer's background, their company's role in the industry, and the challenges they're facing to make your conversation relevant and impactful.
Research tips:
Check out the prospective client's LinkedIn profile to understand their career path, shared connections, and latest activities.
Browse the company’s website to grasp their mission, product offerings, and recent developments.
Read up on any recent press releases or news articles to bring up-to-date insights to your discussion.
Make a memorable first impression
The way you introduce yourself can set the tone for the entire conversation. Making a positive, lasting first impression can open the prospective client up to your ideas.
First impression tips:
Begin with a friendly greeting and an energetic introduction. Practice active listening to show genuine interest from the start.
Mention any common interests or connections to quickly connect.
Lighten the mood with a touch of appropriate humour to kick off the conversation smoothly.
Set the agenda
Being clear and organised shows you're a professional. Outlining your discussion points early keeps the conversation focused and aligned with both parties' expectations.
Agenda tips:
Briefly state what you plan to discuss and ask if the prospect wants to add any topics.
Let them know you're interested in understanding how you can help them, which shifts the focus from selling to assisting.
Balance the conversation
A successful discovery call should feel like a dialogue rather than a monologue. Ensuring that you both contribute to the conversation builds mutual respect and engagement.
Balancing tips:
Keep track of how much you're talking to avoid dominating the conversation the conversation.
Prompt the prospect to expand on their thoughts with follow-up questions that relate to what they’ve just said.
Ask the right questions
What you learn from a discovery call depends largely on the questions you ask. Your inquiries should help discover the prospect's needs and how what you're offering can benefit them.
Questioning techniques:
Begin with general questions to understand the business climate, then focus on particular problems.
Avoid yes-or-no questions to encourage more detailed responses.
Dig deeper into significant topics with questions like, "Could you tell me more about your current process and its shortcomings?"
End on a high note
Ending the call on a positive note can boost your professional image and leave a lasting impression that may influence the prospect's decision.
Closing the call:
Recap the main points from the discussion and clearly explain how your solutions match their needs.
Share examples of how your offerings have successfully met similar challenges.
Plan the next step
Ending the call with a concrete plan demonstrates your initiative and keeps the sales process moving forward.
Action tips:
If the prospective customer seems interested, propose a next action like a more detailed product demo or a proposal review.
Set a time for the next interaction during the call and send a calendar invite right after.
Getting good at discovery calls means more than just following a script. You need to really engage, listen carefully, and respond in a way that builds strong relationships. Use these tips to improve your methods, meet your prospect's needs, and boost your sales. Each call is not just a chance to make a sale, but to build a lasting business relationship.
