Discovery is the part of a sales conversation where you find out what the customer actually needs. Adverts for business development and sales executive roles often mention discovery calls, and interviewers sometimes test it by asking you to "sell me this pen". The strongest answer starts with questions, not a speech.
Open and closed questions
- Closed questions get a short answer, often yes or no: "Do you use a generator?" They are good for checking facts.
- Open questions invite the customer to explain: "How do you keep the shop running during power cuts?" They uncover needs, feelings and details you would never guess.
Start mostly open, then use closed questions to confirm specifics.
Useful discovery questions
Adapt these to your product:
- Situation. "How do you handle this today?" "Who else is involved?"
- Problem. "What is the hardest part of that?" "What happens when it goes wrong?"
- Impact. "How does that affect your sales or your time?" "What has it cost you?"
- Goal. "If this worked perfectly, what would be different?"
- Decision. "How do you usually decide on things like this?" "When would you want it working?"
Ask one question at a time. Then stop and wait. A short silence feels uncomfortable to you, but it gives the customer time to think and often brings the most useful answer.