The Importance of Active Listening in Discovery
While asking the right questions is crucial during discovery, the real game-changer lies in your ability to actively listen. Active listening ensures you’re not just hearing your prospect’s words but fully understanding their emotions, underlying concerns, and business objectives. Marshall Rosenberg’s book, Nonviolent Communication, is a valuable resource for learning this skill. Rosenberg emphasises empathetic listening, where you focus on truly understanding the speaker’s needs, not just preparing your next response.
It’s easy to fall into the trap of prioritising your questions over the conversation itself. But by listening carefully, you can pick up on unspoken cues, helping you tailor your solution more effectively.
Best Discovery Questions to Ask
Once you’ve committed to active listening, the next step is asking the right questions that will uncover your prospect’s true pain points, goals, and priorities. Below are essential questions to guide a productive discovery session:
What are your biggest challenges right now?
This is your opener and will give you insights into the issues that keep your prospect up at night. Dig deeper with follow-ups:
“How long have these challenges been impacting your business?”
“What have you tried to resolve these issues?”
What does success look like for you?
Here, you’re tapping into the prospect’s strategic goals and showing them that you’re interested in outcomes, not just the problem. Ask follow-up questions like:
“What would be different if this problem were solved?”
“How do you measure success?”
Can you walk me through your current process?
This will give you an understanding of the prospect’s workflow and where your solution can provide value. Follow-up questions could be:
“What are the bottlenecks?”
“How well does your current technology support this process?”
What existing systems or technologies do you use?
Understanding their current technical landscape will help you gauge how your solution can integrate seamlessly. You might ask:
“How well do your systems interact with each other?”
“Are there challenges with integration?”
How does your team currently handle [specific pain point]?
By probing into specific issues, you’ll gain insights into how your solution can improve the prospect’s current approach. Examples include:
“What results are you seeing?”
“Where do you see room for improvement?”
If you want to ask more questions and gain more insights, please visit www.presales-handbook.com, check out the cheatsheet, buy the PreSales Handbook, or take the PreSales Mastery Course.
Closing the Discovery Session
At the end of your session, it’s essential to conclude in a way that both reinforces trust and opens the door for further dialogue. Before closing, signalling that your questions are finished. Say something like, Before we close this session, I want to thank you for your time and insights so far.” This approach helps release the stress that comes with being interviewed, as the prospect thinks the session is winding down.
Then, reopen with a question such as, “Before we close, is there anything else you’d like to add?” This moment of reflection allows the prospect to lower their guard and may lead to the revelation of new insights that wouldn’t have surfaced otherwise.
This technique builds rapport and leaves the prospect feeling heard and understood. Shields come down when they realise they aren’t being interrogated but rather engaged in a genuine dialogue.
Summarising with the Opportunity Scoping Document (OSD)
Once the discovery is complete, compile your findings in an Opportunity Scoping Document (OSD). This document serves as a blueprint, summarising the key business challenges, goals, and solutions discussed. The OSD is a strategic tool that ensures all stakeholders are aligned and sets the stage for future engagement.
When creating your OSD, ensure you highlight:
- Key pain points and how your solution addresses them
- Their business and technical environment
- Any strategic goals or success metrics discussed
The OSD isn’t just a static document – it fosters collaboration with your prospect. Sharing it invites feedback, builds transparency, and positions you as a strategic partner rather than just a vendor.
Qualify Hard Before Moving Forward
Finally, after wrapping up your discovery, it’s crucial to qualify hard before advancing the deal. The Functional Technical Qualification (FTQ) process ensures that your solution aligns perfectly with the prospect’s needs and that they are a viable candidate to move forward.
Disqualification can be just as important as qualification. If an opportunity doesn’t align with your capabilities, it’s best to disqualify early to avoid wasting resources. The goal is to pursue opportunities that fit your strategic objectives and where you can deliver significant value.
By listening actively, asking insightful questions, and qualifying rigorously, you’ll set yourself up for success in every discovery session.
Actionable Best Practices for Your Next Discovery Session:
Prioritise Active Listening: Ask questions, but focus on truly understanding the responses.
Use Rosenberg’s Techniques: Adopt empathy-based listening from Nonviolent Communication to connect more deeply with your prospect.
End with a Soft Close: Signal that you’re about to conclude, then ask if they have anything else to add. This releases pressure and can reveal new insights.
Leverage the OSD: Summarize your findings clearly and use the document to maintain alignment.
Qualify Hard: Ensure the opportunity is truly worth pursuing before moving forward.
This approach not only builds stronger relationships with your prospects but also ensures that you’re investing time in the deals most likely to close successfully.
If you want to learn more about PreSales, please visit www.presales-handbook.com, check out the cheatsheet, buy the PreSales Handbook, or take the PreSales Mastery Course.
Author: Dr. Johannes Hangl
Hi there! I'm Johannes Hangl, a recent Ph.D. graduate in Business and Economics from Mendelova univerzita v Brně. With a solid foundation in logistics, supply chain management, and business — further enriched by my Master of Science from THM Technische Hochschule Mittelhessen and both a Bachelor and Master Professional of Business Management from the Academy Handel Munich — I bring a robust mix of theory and practical PreSales experience. Professionally, I've developed expertise in crafting effective logistics strategies and solving complex problems, which enhances business growth and operational efficiency. At home, I'm a dedicated father of three, balancing family life with professional ambitions, which fuels my passion for productivity and efficiency in all aspects of life. I thrive on working smart to streamline processes and achieve excellence with a relaxed, yet focused approach to both life and work.
