Module 3Complete
Ask Before You Pitch
Discovery
Learning objective: Uncover how calls are handled today and where the gaps are.
Overview
Questions create the sale. Before you pitch anything, understand how the business handles calls today, what happens to missed calls, and what a new customer is worth. Teach conversational discovery — not memorized scripts.
Questions Create the Sale.
Key Points
- How calls are handled today — who answers, hours, after-hours
- What happens to missed calls, overflow, voicemail, follow-up
- Average customer value and booking process
- Current software, existing receptionist or answering service
- Conversational, not interrogational
Discovery Questions
Conversational — don't memorize. Adapt to the conversation.
How are incoming calls handled today?
What happens when everyone is helping somebody?
What happens when someone calls after you close?
Do most missed callers leave a voicemail?
Approximately what is a new customer worth?
How quickly does someone normally return missed calls?
Practice With Rich — Discovery Drill
Run a discovery conversation with Rich. Uncover the call-handling gap without pitching.
Start Discovery DrillLessons
The Discovery Framework7 min
Questions That Create the Sale6 min
Practice With Rich — Discovery Drill10 min
Module Progress
100