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A Guide to Discovery Calls: How to Successfully Close a Deal - Executive Boutique - ContactCenterWorld.com Blog

A Guide to Discovery Calls: How to Successfully Close a Deal

When in business, nothing feels better than successfully closing a deal after a long call. But more often than not, doing this can be challenging for many entrepreneurs. Between negotiating, finding common ground, and figuring out fair compensation, everyone has their own style of handling these experiences. 

If you face many challenges in closing your deals during a call, you might be doing something wrong. Learn more about how you can turn your situation around by becoming an expert in discovery calls through the infographic below. 

What Are Discovery Calls? 

After you connect with a prospect, your first call will be considered the discovery call. During this time, you can ask your potential customer a few questions to get to know them and their needs      concerning your product or service. 

For example, a potential client may contact you about your service. To ensure that your brand matches their needs and goals, you’ll need to know more details about what they expect from you and if they can get the desired results. 

A Guide to Discovery Calls: How to Successfully Close a Deal 

1. Uncover your prospect’s problems

To ensure that you give your customer the best service, talk more in-depth about the issues they’re facing. It can include the cause of the problem, how often it reoccurs, and their main concerns. 

2. Ask the right questions

Focus on the current issue and avoid stretching the conversation to other topics. The right questions will always revolve around the center of the problem or make their way towards it. 

3. Stay conversational 

Keeping the tone conversational can help your customers feel more relaxed and answer better. Rather than pressuring them to leak information, make them feel they can trust you with the information they give you. 

4. Maintain the ideal talk-to-listen ratio

Getting interrupted constantly can ruin the flow of the conversation and make your clients feel like they can’t fully express themselves. It can cause them to hold out on valuable details of their problem, which can be harder to solve. 

5. Subtly add a small value 

Suggesting small recommendations to your clients can give them simple ways of remedying the issue. It can be helpful to them while being careful not to overwhelm them with multiple options. 

6. Repeat a few important factors

Reiterating key phrases from the conversation helps make your client feel they’re being paid attention to. These phrases should be major contributors to the idea discussed. 

7. Always clarify your understanding 

Assumptions won’t lead you anywhere. Rather than ending the conversation after your client explains their end, keep asking questions to get a full idea of the situation. 

8. Use assumptive selling tactics

After a great conversation with your client, create further exchanges as if they’re already buying your offer. The key is to be assertive enough to convince them, yet not too pushy that it can lead them away.

9. Provide a synopsis

Summaries help both parties fully realize if you’re on the same page or not. Give a quick rundown of each major factor in your discussion, from the cause and known issues to the proposed solutions.

How to Set the Stage during Discovery Calls?     

Before the Call:

  • Research about the company

Get to know your prospect’s business in every aspect imaginable. Take a deeper look into their values and goals and see how their problems affect those checkpoints. It’ll help you better understand their needs and provide a solution to meet them. 

  • Have solid product knowledge

Before you can help anyone else, you need to establish yourself as an expert in what you do. It starts with understanding the ins and outs of your products to see if they can be a compatible solution for your clients. 

  • Prepare discovery call questions

Always have your questions ready before you initiate a call with your prospects. It’ll give you enough time to determine if your queries are suitable for the client or not. 

  • Qualify the prospect

Since your resources are limited, they won’t always be compatible with your clients. To ensure that you can effectively help them with their issues, you must determine if they qualify for your services. 

  • Set a time and date convenient for both parties

Find out when it’s convenient for both parties to have a lengthy conversation about your client’s issues. It’ll give you enough time to prepare as you establish a goal and agenda. 

During the Call:

  • Ask more about the company

You’ll clearly understand your client’s goals and values by getting them to elaborate more about what they do. It’ll help you get to know both the business and the client, which is essential for establishing a good relationship

  • Know who you’re talking to

Understanding someone is easier when you have a one-on-one conversation. Ask about the client’s position in the company and what they do. While you can always do your research, you can unlock more details when you lead the discussion.

  • Ask about the problems encountered by the company

Discuss the concerns in detail and why it’s an issue for your client. It can help you empathize and better understand the problem.

  • Know what solutions they’ve tried

Being given the same advice repeatedly can be tedious and frustrating. Avoid making your clients go through this and ask for solutions they’ve already tried before you suggest new ones.

  • Move the deal forward

Once all the final details have been established, encourage your client to move the deal forward and check if everything is acceptable. It’ll help prevent major revisions to the plan and save both parties more time. 

Qualifying vs. Disqualifying Questions during Discovery Calls     

Qualifying and disqualifying questions both have a purpose during the discovery call. 

Qualifying questions help uncover the needs and challenges of your client, telling you which of your products can apply to the situation most. Asking these questions is also necessary since it’s the first part of the sales qualification process. 

Here are some examples of qualifying questions:

  • What are your goals?
  • What are the problems you’re trying to solve?
  • What’s the source of these problems?
  • What’s your priority today?
  • How do you envision a successful outcome?
  • What’s keeping you from addressing these problems?

While qualifying questions help you understand your client and their needs, disqualifying questions eliminate other factors that may not be as important. These usually consist of deadlines, budgets, limitations, and many more details. 

Here are some examples of disqualifying questions:

  • What are the roadblocks to implementing the plan?
  • Whose budget does the funding come from?
  • What’s your timeline for implementation?
  • What’s the approximate budget?
  • Is the budget provider an “exclusive sponsor”?
  • Are you flexible with other solutions?

Nail the Landing: Tips and Reminders on Closing a Deal

As a business owner, the goal is to help your clients get what they need according to the set expectations. But sometimes, doing this can be easier said than done, especially when you don’t know how to properly close a deal with a difficult caller. 

Approaching every prospect should be done with caution and careful consideration. Learn how      to polish your discovery call approach with the right call center outsourcing service. Reach out to Executive Boutique Call Center to learn more today.

Source: https://ebcallcenter.com/uncategorized/guide-to-discovery-calls-how-to-successfully-close-a-deal

Publish Date: October 11, 2022


2022 Buyers Guide Outsourced Contact Center Services

Page: 12345
1.) 
Premium Listing
Ec3

Retention Outsource Services
Ec3 is an recognized boutique outsourcer based in Durban, South Africa. Focusing on client retentions, reactivations and cross-sales Ec3 has set the standard in outsourcingwith emphasis on guarding client data through rigorous systems and checks and balances.
Neutral English accents and only GMT+2 time zone means campaigns can be easily implemented worldwide. For quality standards, highest conversions and data integrity Ec3 has become the de facto standard for customer retentions through outbound voice, AVM and webchat.

2.) 
Premium Listing
Omnie Integrated Services

Omnie is driven by a mission to make premier customer service and leading technologies available to organizations of all sizes. Omnie’s North American-based brand ambassadors support voice, SMS, email, contact form, live chat and social media. For digital communications, Omnie offers both live chat and automated customer support, 24 hours/day. With clients in the United States, Canada, and Europe, Omnie provides customer service to brands all verticals including eCommerce, health & wellness and hospitality, tech, and travel.


3.) 
2P Perfect Presentation

Customer Experience Services
Outsourced contact center services It is one of the most important service that provided by "2P" and specialize to provide services for the establishment and operation of contact centers, customer service and Customer Experience, the most important services provided by this unit are:

• Establish, manage and operate call centers and supply the required systems and applications.
• Customer Feedback Technology
• Social Account Management System (customer interaction, reports, marketing and e-publishing services)
• Customer Relationship Management System (CRM)
• Artificial Intelligence Systems and Automation Services (AI & Automation)
• Business Intelligence Technologies and Performance...
(read more)

4.) 
31 West Global Services

We offer after-hours, business hours & 24/7 customer support & help desk services. Over the last 17 years, we have helped 130+ small & mid-sized business companies across US & Europe.

5.) 
AB Call Center

Single window of services
Single UI for all of your resources.

6.) 
Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

We offer the following services:

Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
API...
(read more)

7.) 
Abante BPO

We are Abante BPO Contact Center services company with more than 16 years of experience in the sector. We specialize in customer service through specialized technology, and with a multilingual team. Our different operating centers offer high availability and unlimited performance, adapting the specific needs of our clients, and always operating under the highest quality specifications.

8.) 
Advantage Communications

Our industry is changing fast, consumers want the best service and a seamless contact center customer experience. In response, we've re-invented our contact centers with next-generation technologies and new, improvements to customer service.

Conversational AI. IVR. 100% Natural Language. Operational Intelligence. Social Media Customer Support Services. ChatBots - all supported by our skilled contact center agents to make the customer experience better.

We're now ready to PowerUp your contact center customer service to new levels of excellence with our winning combination of people, passion, and technology.
Are You Ready?

9.) 
American Help Desk

Help Desk Services
24/7/365, 100% US-based help desk, with phone, chat, sms and email capabilities as well as ticket and alert management/remediation services.

10.) 
Fusion BPO Services

Inbound customer service and sales support
With 25+ years of experience and stability, Ameridial offers clients an unparalleled record of providing reliable, cost-effective inbound and outbound live-voice solutions. We also offer click-to-call services, live chat, social media monitoring and IVR. Ameridial is headquartered in Canton, Ohio with nine call center locations in Ohio, Maine, and North Carolina. Specialists in: Healthcare, Communications, Direct Response TV and Radio, Non-profit. Results-based pricing.

11.) 
AssisTT

Contact Center Services
End to end Contact Center Services provided in Turkey, including call center infrastructure and experience solutions.

12.) 
Ballena Media

Business Process Outsourcing
Ballena Media provides near-shore Business Process Outsourcing for Contact Center services to companies seeking to improve quality and efficiency while saving 30% to 40 % for similar services in the U.S. The company’s value proposition is based on its long term relationship with clients showing it can meet or exceed any metrics performed whether in-house or outsourced.
SERVICES
-Contact Center Services
-Customer Service Support
-Sales Support
-Web Data Collection
-Telephone Data Collection
-Data Services
-Infrastructure Design
-Workforce Support
-And More
RESPONSIVE
24/7 coverage, always finding the best solution for your business

13.) 
Bespoke International Group

Business Process Outsourcing
Bespoke International Group specialise in delivering Global Business Solutions that consistently create an outstanding customer experience

14.) 
Bgcomm Contact Solutions

Outsourcing
Our Professional Services cuts across multiple verticals and horizontals. Our services cater to both the Private and Public sectors, providing the technology and resources in the transformation and improvements of our clients’ people, processes, and profits.

15.) 
Boomerang Marketing SA

BPO, Financial and Customer Services
Boomerang SA provides BPO, Financial and Customer Services. We are an Outbound Contact Centre with a proficiency of selling Short and Long Term Insurance products, as well as cross-selling Value Added Products. We provide Inbound Customer Services to the International Market. We service both B2B and B2C sectors, ranging from but not limited to Lead Generation, Appointment Setting, and a full sales spectrum.

16.) 
CallForce

CallForce Outsourcing Specialists
Delivering innovative,customised contact centre solutions from South Africa to the global market

17.) 
CallNovo Contact Center

Multilingual Customer Service
Inbound and outbound customer service/after sales support is the two general types of call center services offered globally by Callnovo. Inbound services are performed by reps who field calls from customers. Outbound reps make calls to customers to follow up on or inquire about account issues.

Regardless if you are looking for a telephone, email, live chat or email customer service/after sales support, Callnovo outsourcing call center team is right here to help. With more than 10 years’ experience, Callnovo one-stop multi-language customer service/after sales support call center team takes care of clients’ every single detailed customer service/after sales support need. We are happy to pr...
(read more)

18.) 
ccc by stc

Contact Center Services
Customer expectations are always evolving and ccc is able to identify and resolve issues so that business operations are not negatively impacted. By working with clients we address pain points in a proactive manner through out the customer lifecycle. By understanding the needs of our clients and their customers, ccc provide, unique and enriching customer experiences through the right blend of support channels, experienced “care” agents and COPC aligned/certified processes.

Customer Care
Telesales
Technical Support
Collections
Loyalty & Retention Management

19.) 
CGI Group

Managed Technical Service Desk & Contact Center service
CGI Canadian Technical Service Desk is a large, well-established, service supporting more than 100 clients and employing over 550 employees. It is underpinned by a mature ITIL aligned Service Management framework, with processes dynamically adapted for multi-sourced delivery environments, and aligned with the ISO/IEC20000 Standard.
CGI has a strong customer-centric, Omni Channel, ITIL-aligned Technical Service Desk that offers blended human and machine delivery. We provide end-to-end scalable services that in turn promote a positive end-user experience.

The primary objective of our Service Desk is to provide consistent, best-in-class support by efficiently diagnosing, troubleshooting and...
(read more)

20.) 
CGS

CGS is a global provider of business applications, enterprise learning, and outsourcing services that support clients’ most fundamental business activities.

With optimized call center resources to serve global clients, CGS offers a unique hybrid approach through automation and live agents in its contact centers located in North America, South America, Europe, Asia and the Middle East. Its AI-enriched chatbot and RPA technologies complement the customer support services provided by thousands of multilingual call center agents. CGS supports many of the world's industry-leading global brands from retail, hospitality, healthcare, technology, and telecom. The company's innovative, scalable and...
(read more)
 
Page: 12345



View more from Executive Boutique

Recent Blog Posts:
A Guide to Discovery Calls: How to Successfully Close a DealOctober 11, 2022
Data Privacy in Call Centers: An In-Depth Look Into HIPAAAugust 18, 2022
9 Essential Tasks to Outsource for Your Ecommerce BusinessJuly 12, 2022
8 Must-Try Team Engagement Activities for Your Remote TeamJune 16, 2022
Outsourcing in 2021: A Year-End ReportFebruary 14, 2022
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A Primer on Effective Data Entry and How it Improves Your Customer DatabaseNovember 17, 2021
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