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Lista di controllo per Discovery call

Come si conduce una discovery call di successo? Cosa dovrei includere? Da dove dovrei iniziare? Queste sono alcune delle domande che dovresti porti per fare bene il tuo lavoro.

Abbiamo compilato una lista di controlli da fare per assicurare il successo. Continua a leggere per saperne di più.

Cos’è una lista di controllo delle discovery call?

Una lista di controllo delladiscovery call è una lista di elementi che devono essere completati prima, durante e dopo una discovery call nel processo di vendita.

Questa lista include diversi compiti come ad esempio la preparazione della chiamata, la raccolta di informazioni in anticipo, la presa di appunti durante la chiamata e il follow-up successivo.

Usando una lista di controllo, puoi assicurarti di non perdere nulla e di sfruttare al massimo il tuo tempo mentre qualifichi un potenziale acquirente.

L’importanza di una lista di controllo delle discovery call

Seguire questa lista di controllo ti permette di essere organizzato ed efficiente durante il tuo tempo con il potenziale cliente. Così potrai passare meno tempo a preoccuparti e più tempo a vendere.

Non perderti delle informazioni importanti che potrebbero essere rilevanti per la chiamata.

Chi può beneficiare di una lista di controllo delle discovery call

  • i membri del team di vendita e di marketing

Queste sono le persone che tipicamente fanno le chiamate di scoperta ai potenziali clienti, quindi dovrebbero essere preparate a dare la loro migliore prestazione durante ogni chiamata.

  • manager delle vendite

La gestione del tempo è fondamentale quando si è a capo di un team di persone che fanno le chiamate ai potenziali clienti. Questa lista di controllo permette ai responsabili delle vendite di lanciare le tattiche di vendita in modo efficiente e di raggiungere i loro obiettivi commerciali.

  • professionisti delle vendite

I rappresentanti di vendita possono anche usare una lista di controllo per le discovery call a loro vantaggio. Essendo preparati per ogni chiamata e sapendo cosa ci si aspetta da loro, saranno in grado di concentrarsi sulla vendita piuttosto che sulla logistica della chiamata.

Scopri la lista di controllo delle discovery call

Lista di controllo per Discovery call

Before making a discovery call, you need to know who will be on the other end of the phone and what kind of information they have.

Why is it important to plan the call?

First of all, it is important to have an idea of who the customer is and what they expect from the service.

Moreover, having an agenda for the call will help you stay focused and ensure that you cover all important topics. Finally, gathering information in advance will allow you to spend more time on the call asking sales discovery questions and getting to know the prospect.

Plan ahead illustration
Professionals always plan ahead (source: nerdynaut.com)

How to plan the call?

Before initiating a new sales discovery process with prospects, make sure your contact list is up-to-date.

Check if any new information has been added to the prospect’s website or social media pages so that you can ask relevant questions during the conversation.

Finally, consider having a scriptwriter create an agenda for your discovery calls.

Which tools to use for planning a call?

  • spreadsheets containing data
  • contact management software
  • email marketing software with automated drip sequences for nurturing leads
  • social media listening tools
  • prospect research tools

Once you have planned the call, it is time to qualify your potential buyer. This includes determining whether or not they are a good fit for what you offer and deciding on the next steps after the client discovery process has been completed.

Why is qualifying your buyer important?

It allows you to focus on those who are a good fit for your product or service. This saves both you and the prospect time and energy, as neither of you will have to go through the process of discussing something that is not a good match.

Lista di controllo  per Discovery call
Finding professional buyers

How to qualify your buyer?

The best way to qualify a buyer is to ask questions that will help you understand their needs and whether or not your product or service can meet them. Some of the questions you can ask are:

  • What are your current business challenges?
  • What are your goals for the future?
  • How is your company currently generating leads?
  • What type of current solution are you considering?

What tools to use to qualify your buyer?

  • prospect questionnaires
  • buyer persona templates
  • qualification matrices

Once you have qualified your buyer, it is time to diagnose their needs. You need to determine what problems they are currently facing and understand the solutions that will best fit them.

Why is diagnosing the prospect’s needs important?

It ensures you understand prospects’ needs. According to the diagnosis, you can provide a solution that will meet their business challenges.

Moreover, knowing exactly what customers are looking for allows you to position your product or service efficiently. Asking about their needs gives you better insight and helps you determine what will work and what won’t.

Lista di controllo  per Discovery call
It’s best to meet prospect needs

How to diagnose the prospect’s needs?

Ask questions that will help you understand the challenges the buyer faces and how your product or service can help them overcome them.

The more specific the questions are, the better you will be able to understand the prospect’s needs.

What tools to use for diagnosing the prospect’s needs?

  • surveys (e.g. NPS)
  • sales pipeline assessment tools
  • competitor analysis
  • persona templates

The SPIN model is a sales technique that can be used to determine the prospect’s buying status and help close more deals. It stands for Situation, Problem, Implication, and Needs.

Why is using the SPIN model important?

It allows you to identify key information about your prospects and how they are currently responding to salespeople.

If a buyer’s status does not match up with your own, you need to find out why, so you can address any issues before moving forward.

Spin selling
SPIN model for better selling (source: lucidchart.com)

How to use the SPIN model?

The SPIN model works best if you ask questions that help you understand how your prospect is responding and what information they need. This allows you to adapt quickly and approach them more effectively.

What tools to use for the SPIN model?

  • prospect surveys
  • spreadsheets
  • software for managing your sales process
  • CRM software

Research your prospects’ company and learn about their business challenges.

Why is preparing a list of questions in advance important?

It is ideal to make a list of questions ahead of time. It allows you to be more prepared to ask relevant questions when speaking with a prospect.

How to prepare a list of questions in advance?

Put together a questionnaire to understand the buyer’s needs.

LiveAgent’s FAQ support
Example of LiveAgent’s FAQ page

Asking these types of questions can be difficult so the type of information you seek is important to know in advance.

What tools to use for preparing a list of questions in advance?

  • contact forms and surveys
  • an FAQ page on your website
  • buying cycle templates
  • sales call cheat sheets

During the sales process, call duration determines the amount of time you have with your prospects to learn about their needs.

Why is it important to set a call duration?

It is important for efficient use of time. This helps you determine what you should discuss during the call. In addition, it gives the prospect a timeframe to manage their schedule around your call.

Setting a call duration also allows you to plan your sales pitch. You need to make sure that you are able to address all of the buyer’s questions and concerns in the scheduled time.

Unlimited call recordings in LiveAgent's call center software
LiveAgent’s Call recording feature

How to set the call duration?

The best way to set the call duration is by finding out when the prospect is available and what their preferred calling times are.

What tools can be used for setting the call duration?

  • calendar scheduling tools
  • call recording software
  • time tracking apps

In sales, a call script is a guide that outlines what you should say and when. These scripts are based on the best-practice rules and therefore they allow agents to always deliver the best customer service.

Why is using a call script important?

Call scripts make you more prepared for discovery calls, because they highlight what needs to be said at certain points.

You won’t have to worry about what to say next and you can focus on the prospect’s needs.

Call center scripting
Call center scripting (source: knowmax.ai)

How to use a call script?

Read it word by word so that you are able to stay focused on the conversation. Deviating from the script can lead the conversation off-topic and prevent you from learning about the prospect’s needs.

What tools can be used for following a call script?

  • call scripts
  • taping yourself during calls
  • voice recognition software

Using tools can streamline your call workflow and make the sales process more efficient. Tools will also make your job easier, allowing you to focus on the prospect’s needs.

Call center in help desk software - LiveAgent
LiveAgent has the right call center features and integrations

Why is it important to use tools to streamline call workflow?

It allows you to record all necessary information and notes so that you can refer back to them later during follow-ups.

It also makes it easier for you to track metrics, analyze data, and identify patterns within your sales process. Tools are vital for establishing call workflows because they allow you to automate certain tasks that would normally take up time during calls.

This includes procedures like recording calls or sending follow-up emails.

How to use tools to streamline the call workflow?

Decide which tools will work best for you and then integrate them into your processes.
LiveAgent is one of the natural choices since it integrates with most CRMs and is a great way to manage customer support.

What tools are available for streamlining the calling process?

  • customer support software (LiveAgent)
  • call recording software
  • time tracking apps
  • meeting schedulers
  • voice recognition software

During a certain stage of their buying process, your customers experience different pain points. By identifying them you are able to provide answers and solutions to these issues.

Why is matching questions to the buyer’s journey important?

This process allows customers to feel more comfortable and provides an opportunity for your agents to gain their trust.

To get a better understanding of what customers are looking for and how that aligns with your product/service offering.

Feedback & suggestions feature in help desk software - LiveAgent
LiveAgent’s Feedback & suggestions feature

How to match questions to the buyer’s journey?

The best way is by following up on previous conversations, asking where they are in the buying process, and then tailoring your questions accordingly.

You should also be prepared to ask the same question in different ways so that you can get a variety of answers. Make sure you ask open-ended questions.

Avoid yes or no questions as they may give you little feedback. Using probing questions is also recommended at this stage.

What tools to use for matching questions to the buyer’s journey?

  • CRMs
  • lead scoring
  • marketing automation software
  • questionnaires/surveys

When setting up a meeting with a prospect, it is important to consider the best time and location for both parties. This will help you avoid rescheduling or having to cancel on them.

Why is arranging sales meetings important?

It shows that you respect their time and allows productive conversations. You will also be able to manage your schedule more effectively and make the most of the time you have with prospects.

Taking the time and effort to set up a meeting will help gain trust and respect with your prospect, which will help you immensely when it comes to closing the deal.

Video call feature in Live chat software - LiveAgent
LiveAgent’s video call feature

How to arrange sales meetings?

When setting up a sales meeting, it’s important to keep in mind that people will often say no first due to lack of time or not feeling like they meet your requirements, so being persistent is important.

Whenever one person is unable to attend, see if another can attend in their place.

Timing-wise, weekday early mornings or later afternoons work well because people tend to be less busy then. Meetings on Fridays should be avoided as Fridays are typically considered the end of the week. The best location will depend on your prospects, but in general, an office or cafe will work.

What tools to use for arranging sales meetings?

  • customer support software (LiveAgent)
  • meetings schedulers
  • videoconferencing or conference calling software
  • time tracking apps

Following up with your prospects is a crucial part of the sales process, but it can be tricky to know what to say and when to say it.

Why is planning follow-ups important?

Planning your follow-ups in advance gives you time to properly prepare for each conversation. It also demonstrates your commitment to doing business with them.

As a result, you are able to manage your schedule more effectively and make the most of all upcoming opportunities.

Canned messages feature in Live chat software - LiveAgent
LiveAgent’s canned messages feature

How to plan follow-ups?

The best way is by sending an email within 24 hours after a call with certain questions or requests listed in it. This can be asking about their business pain points (if not already discussed on the call) and their availability for another meeting.

Then, follow up with another email within 48 hours after that asking them to schedule a time for your next conversation.

What tools to use for planning follow-ups?

  • email templates or canned responses
  • email automation tools
  • CRMs
  • videoconferencing or conference calling software

Once you have arranged a sales meeting and followed up with your prospect, it’s time to finish the decision-making process and close the deal. Initially, it may seem difficult, but with the right techniques, it becomes easier.

Why is closing a deal important?

By closing a deal, you are able to move on to the next stage and make a sale. It also increases your chances of them returning to you in the future. Additionally, it builds your confidence as a salesperson and shows your progress over time.

Business deal illustration
Closing the deal

How to close a deal?

Ask the prospect if they are interested in going ahead with the product or service you offer. Explain how it can help them and ask about any concerns they may have, etc.

You should also try giving a discount as an incentive. If they’re still not convinced about purchasing, ask them if they know anyone else who may be interested in what you have to offer.

What tools to use for closing a deal?

  • proposal templates
  • sales scripts
  • email templates or canned responses
  • phone scripts
  • video calling software

Cosa caratterizza una buona discovery call?

  • Ascolta attentamente ciò che il potenziale cliente sta dicendo

Fai delle domande per capire i bisogni e i punti dolenti. Diventa amichevole con l’acquirente, mostra empatia e comprensione.

Pianifica un incontro di vendita di follow-up basato su ciò che è stato discusso durante la chiamata. Questo permette di confermare che entrambe le parti sono interessate ad andare avanti insieme prima di prendere ulteriori impegni.

  • Occupati di un sano rapporto conversazione-ascolto

Questo passaggio è davvero importante. Si potrebbe semplicemente continuare a parlare, ma non è questo il senso delle chiamate di vendita. Ricorda che l’acquirente dovrebbe fare gran parte del discorso, dato che deve essere una conversazione a doppio senso.

Inoltre, assicurati di fare le domande giuste. Facendo delle domande più aperte e non ingannevoli, puoi raccogliere delle informazioni importanti su ciò di cui hanno bisogno e dove potresti essere in grado di aiutarli.

  • Formula le tue domande per ottenere delle risposte esaustive

Le migliori domande di discovery call sono quelle a cui bisogna rispondere con dei lunghi commenti. Questo significa che dovrebbero iniziare in modo ampio e aperto in modo da avere spazio per scavare più a fondo se necessario.

  • Concentrati sull’ascolto se c’è silenzio durante le chiamate

Se il tuo prospect è tranquillo per un po’ troppo tempo mentre stai parlando o facendo delle domande, non è necessariamente una cosa negativa. Molte persone sono condizionate a credere che il silenzio sia scomodo. Tuttavia, potrebbe significare che stanno elaborando le informazioni che gli stai dando e pensando a come possono usare o rispondere al meglio al tuo prodotto/servizio.

  • Continua a fare delle domande finché non si comprendi appieno i bisogni del potenziale cliente

È davvero importante continuare a fare delle domande fino a quando non senti di aver compreso appieno dei loro bisogni. Facendo questo, saprai che qualsiasi prodotto o servizio tu offra si adatta ai loro bisogni e, cosa più importante, lo sapranno anche loro.

  • Devi avere una conclusione positiva

Puoi usare una conclusione positiva per ricordare al tuo potenziale cliente che c’è ancora tempo per agire, ma anche per mostrare la tua fiducia in ciò che hai da offrire. Un buon modo per concludere sarebbe qualcosa come: “Non vedo l’ora che arrivi il nostro prossimo incontro”.

Domande di ricerca da porre ad ogni potenziale cliente

Le domande di ricerca possono essere una parte abbastanza complicata del processo perché si vuole essere sicuri di fare le domande giuste che ti daranno la maggior parte delle informazioni. Dovresti adattare le tue domande in modo specifico per ogni potenziale cliente.

  • Quale obiettivo sta cercando di raggiungere il tuo business in questo momento?
  • Quali sono i principali ostacoli al raggiungimento di questo obiettivo?
  • Come può la nostra azienda aiutarti a raggiungere questo obiettivo?
  • Qual è la tua più grande sfida in questo momento?
  • In quali aree del processo di vendita stai facendo più fatica?
  • Per quando avresti bisogno di risolvere questo problema? Possiamo aiutarti ad accelerare questa tempistica in qualche modo?
  • Stai cercando una soluzione a breve termine o una collaborazione a lungo termine?
  • Cosa ne pensi dei nostri prezzi?

Queste sono solo alcune idee e dipende da cosa stai vendendo, ma conoscere il business del tuo potenziale cliente è una parte essenziale del processo di ricerca. Senza farlo, andrai alla cieca e questa è sicuramente la ricetta per il disastro.

Le vendite consistono nel fare le domande giuste al momento giusto per ottenere le informazioni necessarie. E le discovery call sono qui per aiutarti a ottenere queste informazioni.

Quali sono le tue più grandi sfide in questo momento? Fai questa domanda finché non capisci veramente con cosa stanno lottando e come puoi aiutarli a superare questi ostacoli. Inoltre, questo ti darà un’idea se il tuo prodotto/servizio gli è necessario o meno e se c’è un potenziale adattamento.

Riassunto della lista di controllo delle discovery call

  • Pianifica la chiamata
  • Qualifica il tuo acquirente
  • Analizza i bisogni del potenziale cliente
  • Usa il modello SPIN
  • Prepara una lista di domande in anticipo
  • Imposta la durata della chiamata
  • Segui uno script di chiamata
  • Utilizza degli strumenti per semplificare il flusso di lavoro delle chiamate
  • Abbina le domande al percorso dell’acquirente
  • Organizza una riunione di vendita
  • Pianifica i follow-up
  • Chiudi l’affare

Suggerimenti per una buona discovery call:

  • Ascolta attentamente ciò che il potenziale cliente sta dicendo
  • Occupati di un sano rapporto conversazione-ascolto
  • Formula le tue domande per ottenere delle risposte esaustive
  • Concentrati sull’ascolto se c’è silenzio durante le chiamate
  • Continua a fare delle domande finché non si comprendi appieno i bisogni del potenziale cliente
  • Devi avere una conclusione positiva

FAQ

How do I prepare for a discovery call?

Generally, you'll want to have a couple of key talking points prepared that you'd like to cover with the potential client. Consider what pain points is the client experiencing that your product can address. You'll also want to be prepared to answer any questions the client may have.

How many questions should you ask on a discovery call?

It's important to ask enough questions to fully understand the prospect. Know their pain points, how they're currently trying to resolve them, and if/how you can help them. Generally speaking, it is a good idea to keep asking follow-up questions until you have addressed the topics you wanted to cover. Be prepared to answer questions about your company, including what makes you unique and what results you have achieved for past clients.

What is a strategy call?

These indicate that the client is about to take you up on your offer. Rather than having a 15 minutes conversation for free like during discovery calls, a strategy call is the time when you come up with a game plan. The calls are more likely to be monetized as well.

What should I do if the prospect asks me about pricing?

If the prospect asks about pricing, it's important to be prepared with an answer. You can tell them that you'll discuss pricing further once they become a customer, or you can give them some package prices in advance.

What are some good discovery questions?

Above, we covered some good questions you can ask during a discovery call. However, you should always remember to tailor your questions specifically to the prospect and their business. A set of questions that may be perfect for one prospect may be completely off-base for another. You'll need to really get to know your prospects in order to ask the right questions during discovery calls.

How do I follow up after a discovery call?

You can send an email thanking them for their time and letting them know that you'll be sending over some more information in the near future. You may also want to set up a meeting or send them a proposal outlining your services. Always personalize the way you follow up with a prospect since not everyone needs the same level of attention.

How do I know if a discovery call has gone well?

If you feel like your sales conversation went really well, it's probably safe to assume that it did. Ensure that your prospect understands how your product or service can help them and that they are interested in learning more. It's also a good idea to keep track of your progress during discovery calls. It is possible to keep track of all of your conversations with prospects, as well as the status of each call, using various tools. You will then be able to see if a lead has responded and taken necessary action based on their feedback.

Should I charge for a discovery call?

Some companies charge for discovery calls, some don't. For example at LiveAgent demos and follow-up calls are free of charge. If you want your prospect to pay it's important to be upfront about how you'll charge for your services, and make sure the prospect is aware of what they're paying for. Alternatively, you can ask them to pay after they've decided to go ahead with the deal or offer alternative payment options such as monthly retainer fees.

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