First impressions matter. Sales is no different.

And that's why discovery calls – often the first step in the sales journey – can be your make-or-break moment. Discovery calls can be the critical first interaction that can transform a cold lead into a potential long-term client.

This guide will walk you through everything you need to know about conducting discovery calls that are engaging, insightful, and ultimately successful.

What is a discovery call?

During this call, the focus is on listening and learning about problems, use cases, and opportunities. As a sales representative, you're not trying to make an immediate sale, but to build a foundation for a potential business relationship.

In this call, ask insightful questions, understand the prospect's needs, and share how your product or service might help solve their specific problems.

What makes a discovery call important?

A discovery call can be important for a variety of factors, including but not limited to:

• Qualifying Leads: Quickly identifying prospects with genuine potential to become paying customers vs. unqualified leads
• Understanding Problems and Needs: Gaining deep insights into customer challenges and problems and ensuring there is product-problem-fit
• Refining Strategy: Using real customer feedback to improve your sales approach for improved conversion rates

7 steps to conduct a great discovery call

Every successful step within sales and enablement begins with a conversation that goes beyond pitching - it's about listening, understanding, and solving real business challenges. Here's a step-by-step breakdown of how you can conduct fruitful discovery calls.

1. Research is key

Preparation is the foundation of a successful discovery call.

Before the conversation, invest time in researching the prospect's business, exploring their website, recent achievements, and LinkedIn presence.

• Use platforms like Crunchbase to understand the company's funding history, structure, and strategic goals. Review their company website to gain insights into their mission, recent developments, and product offerings.
• You will also need to research the lead/POC on Google, LinkedIn, etc. Look for potential points of connection - shared professional networks, mutual interests, or similar career trajectories. Finding a relatable trait can help build initial rapport and trust.
• Next, go a step further and analyze their possible use-case beforehand.

For example, if you're a sales rep at an influencer marketing platform and have a call with an email automation startup, you know they may want to improve their social media strategy.

👉🏻 So, your research should involve checking their social media presence, reviewing content created about their company, and analyzing their growth potential.

👉🏻 Look into competitors in the email automation space who've successfully leveraged influencer marketing, gather relevant case studies and performance statistics.

👉🏻 Explore their current marketing channels, identify potential synergies with influencer marketing, and prepare insights about how your platform could complement their email automation strategies.

2. Set a clear agenda

The first few minutes of a discovery call are crucial in establishing rapport and setting expectations.

• Begin by introducing yourself professionally and concisely, explaining your role and the purpose of the call.
• Clearly outline what the prospect can expect during your conversation, highlighting that the goal is mutual exploration - not an immediate sales pitch.

3. Ensure it's not a monologue

Creating a genuine connection is more than small talk - it's about building trust through meaningful conversation.

• Ask questions that encourage the prospects to share more about their business like "What are your business goals for this quarter" or "What's the primary challenge  you're facing in XYZ?"
• Listen actively and reflect back their key points with "I understand how frustrating these challenges may be".

• Find common ground in industry challenges or experiences

4. Focus on the prospect's pain points

Your primary objective is to deeply understand the prospect's challenges. This goes beyond surface-level problems to exploring the broader implications of their business struggles.

A few example questions to do this may include:

"What specific obstacles are preventing you from achieving your marketing goals?"

"How are these challenges affecting your team's day-to-day operations?"

"What would solving these issues mean for your business's growth?"

The goal is to help the prospect articulate their needs while demonstrating your potential to provide meaningful solutions.

5. Talk about your solution

After understanding the prospect's challenges, demonstrate how your solution directly addresses their specific needs.

Example: For the email automation startup, instead of listing technical features, you might say, "Based on what you've shared about struggling with low engagement rates, our influencer marketing platform could help you create more targeted, authentic content that drives higher email open and conversion rates."

Here's how you can present your solution smoothly during the discovery call:

• Directly connect your solution to their previously discussed pain points
• Show your solution in action rather than just "talking" about it using interactive demos or sales demo environments.

Here's an example of an interactive Supademo used for discovery calls:

• Emphasize outcomes and business impact over technical specifications
• Use brief, relevant case studies that mirror their industry challenges
• Demonstrate clear, tangible benefits they can expect

6. Define clear next steps

The final stage of a discovery call is about creating momentum and providing a clear path forward. Your goal is to guide the prospect toward a definitive action.

• Propose a specific, concrete next action
• Create a sense of mutual excitement about potential collaboration
• Ensure the next step feels natural and low-pressure
• Demonstrate your commitment to solving their business challenges

Example: "It was great talking to you today! I recommend scheduling a technical deep dive with our integration specialist. Would next Tuesday or Thursday work better for you to explore how we can specifically boost your [specific problem/use-case]?"

7. Always follow-up

Your discovery call's success hinges on what happens after you hang up. A strategic follow-up keeps you top of mind and moves the opportunity forward.

Here are some effective follow-up strategies you can use:

Send a personalized recap email within 24 hours Summarize key discussion points, challenges identified, and potential solutions. Show you were listening and are committed to solving their problems.

Provide resources that make it easy for the prospect to share internally like short interactive product demos, relevant case studies, targeted one-pagers highlighting specific solutions, etc.

Establish a gentle but consistent follow-up cadence including examples like:

• Send initial follow-up email within 24 hours
• Light touch check-in after 3-5 business days
• Provide additional value with each touchpoint
• Avoid being pushy - focus on being helpful

12 discovery questions to ask every prospect

Discovery calls are a delicate blend of information gathering and relationship building.

The questions you ask are your most powerful tool - they reveal insights, build trust, and help you understand whether your solution truly meets the prospect's needs.

The do’s and don'ts of discovery calls

Mastering discovery call interactions requires both strategic skill and genuine human connection. Here's a cheatsheet to get you started.

The do's:

• Practice active listening. Focus intently on their words, ask clarifying questions, and demonstrate that you're processing their specific challenges.
• Ask purposeful questions. Use open-ended inquiries that invite detailed responses and reveal deeper insights about their business needs.
• Demonstrate authentic empathy. Show genuine understanding of their situation. Your goal is to communicate that you're a potential partner invested in solving their problems.
• Customize your approach. Every prospect is unique. Avoid generic scripts and adapt your communication style, questions, and potential solutions to their specific context.
• Focus on value, not features. Translate your product's capabilities into tangible benefits for their business. Help them visualize how your solution directly addresses their specific challenges.

The don'ts:

• Don't monopolize the conversation. Discovery calls are about understanding the prospect. Give them space to share, explore, and articulate their needs without constant interruption.
• Avoid premature selling. Resist the temptation to pitch your solution immediately. First, thoroughly understand their landscape, challenges, and objectives.
• Never make assumptions. Each business has a unique set of circumstances. Always ask questions and seek clarification rather than relying on preconceived notions.
• Don't overwhelm with too much information. Keep your explanations concise, relevant, and focused on their specific context. Too much information can cloud understanding.
• Respect their decision-making process. Every prospect moves at their own pace. Provide information, demonstrate value, but never pressure them into an immediate decision.

Create great collaterals for your discovery calls and follow-ups with Supademo

The modern sales collateral is about more than just presenting information—it's about creating immersive experiences that speak directly to a prospect's unique challenges and needs.

Interactive product demos ability to rapidly create, customize, and deploy interactive demos, personalized content, and engaging storytelling will separate industry leaders from followers.

Using Supademo, anyone can create replicas of products for live demos, sales, products tours and more – all in just a few minutes with no code required.

Just use our Chrome extension or desktop app to quickly record your intended product demo. Supademo instantly generates a true-to-life HTML-based interactive demo that allows for extensive post-recording customization, including: