The Perfect Discovery Call - Deepstash

The Perfect Discovery Call

  • Preparation. Do research on the person you’ll be speaking with.
  • Strong opener to set the tone: The best start to a sales call accomplishes three things: sets the expectations of what will be accomplished and the time allotted to meet.
  • Confirm the Agenda, Ask about their Goals. This helps the customer realize this is going to be a 2-way conversation, and help the customer feel like they’re in control.
  • Diagnose before Prescribing: SPIC: Ask them questions to understand their Situation first — then lead into questions that help clarify their Pain, and desired Impact.
  • Prescription and Wrap.

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MORE IDEAS FROM THEARTICLE

Share a relevant use-case or customer story that pertains to the situation and pain you just summarized.

The key is making sure your use case is relevant, and matches to a pain they are currently facing that you just identified. Know customer stories that you can share through a story.

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Questions are fundamental to the selling process

Where many salespeople fail is listening to the response of their question. If you’re too focused on what you’re going to ask next, you aren’t having a conversation, you’re running through a checklist.

Customers don’t care about features! They care about figuring out if you can actually help. Decisions are made emotionally first and then justified rationally. Don’t give them the solution before you fully understand their problem.

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Customer Discovery “is all about questioning your core business assumptions.” (Brant Cooper, author of The Lean Entrepreneur)

Performed correctly, Customer Discovery is a customer-centric, scientific process that puts evidence behind an assumed product-market fit:

  1. Observing and defining a phenomenon (problem or market need)
  2. Developing a hypothesis about a solution to the problem (business idea)
  3. Conducting an experiment to test the hypothesis (getting “out of the building”)

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Types of Customer Pain Points
  • Financial - refer to customer challenges about the amount they pay for a product or service.
  • Support - refers to the level of support a customer needs to complete their interaction with your business. The customer may need help on their way to purchasing a product.
  • Productivity - refers to challenges a customer faces in terms of their efficiency. In a B2B setting, clients may want to improve their internal processes and use your solutions. 
  • Process pain points mean prospects have less favorable experiences on their way to the checkout.

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Difficult customer conversations

Some conversations become difficult due to several factors.

  • It could be due to differences in people's expectations.
  • Miscommunication can contribute to misaligned expectations.
  • Emotions often steer people's conversations. Your customer may have a bad day or get confused.

Most tough situations can be avoided by understanding your customer's expectations and aligning them with the business's goals.

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