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Reframing pushy discovery call questions

Scott Purves explains how salespeople often lose deals not because they aren’t trying—but because they’re trying too hard in pushing their own agenda, shutting down buyers:

Negative assumptions kill client’s trust

"Sounds like there are certain areas that could be improved..."

✘ Comes off as self-serving, unfocused

✘ Prospect sees it as a setup for a pitch

Use these instead to reduce defensiveness:

✔ “Sounds like things are running pretty well with no need to change anything?”

✔ “Seems everything’s running like clockwork over there with absolutely everything under control?”

→ These reverse assumptions get to the truth without triggering resistance.

Leading questions expose your agenda

"What don’t you like about solution X?"

✘ Pushes the clients in admitting flaws on current solutions

✘ Prospect knows you're going to pounce on their answer

Better sounding neutral prompts to use:

✔ “How do you find solution X to be?”

✔ “What do you like most about them?”

✔ “I’m guessing solution X met all your expectations?”

→ These invite honest feedback and reduce the need for defensiveness.

Generic curiosity ≠ Genuine interest

“If I could show you how to save time/money would you be interested?”

✘ Sounds like every other rep pitching their own solution

✘ Assumes the buyer has a problem and wants to fix it

✘ Jumps too far ahead in the sales process, wrong focus

Change responses with grounded openings:

✔ “We’ve helped similar companies with similar problems but I don’t want to jump the gun, so let me ask you…”

✔ “Many of the CIOs we work with were overwhelmed by X or pulling their hair out over Y—any chance that sounds familiar or have I completely missed the mark?”

→ This gives room to explore actual needs without forcing a solution.

Shift Changes: Pulling instead of Pushing

Most reps are trained to push their narrative.

The better move?

Let the prospect steer—then meet them where they are.

❖ Invite truthful discussions

❖ Stress-test their confidence

❖ De-escalate your language

It may feel unnatural at first.

But it builds more trust—and better outcomes.

Get better discovery results by doing less

James White breaks down the frequently common mistakes reps make on discovery calls—and how to avoid them to keep your deals moving forward with prospects:

1. Pitching too early before starting

Most reps jump into the pitch without understanding the prospect’s world.

✔ Ask questions before offering solutions

✔ Start pitches with:

“What would be most useful to cover in the next 15 minutes?”

➤ Even a basic prompt like that sets you up to listen, not sell.

2. Assuming they’re ready to buy

Don’t mistake interest for intent.

➤ Just because they took the meeting doesn’t mean they’re in decision mode.

✔ Ask where they are currently in their processes

✔ Find out what other options they’re exploring

✔ Don’t assume—they could just be gathering info

3. Treating every lead as compatible

First calls are for qualifying—not convincing.

✔ Dig into whether their values, priorities, and goals match what you deliver

✔ If there’s no compatibility or suitable fit between parties, let it go already

➤ Sales isn’t about saying yes to everyone—it’s about choosing the right ones.

4. Folding at the first objection

Price is often the first objection—but it’s rarely the real one.

✘ Don’t defend pricing right away

✘ Don’t discount immediately

✔ Respond with curiosity:

“Can we unpack why price is so critical for you?”

✔ Use the LAIR method → Listen, Acknowledge, Identify, Respond

➤ Ask:

“What would make you feel like the investment is worth it?”

5. Sounding desperate, and forceful

Overeager reps scare off buyers instead of attracting them.

➤ Flip the frame: Tell them it's okay if there’s no fit

✔ “We may not be the right partner—want to take 15 mins to explore and see?”

✔ When you instantly reduce pressure, you’re guaranteed to earn client’s trust.

↳ Buyers open up when they’re not being pushed.

6. Skipping on previous touchpoints

Calls without a recap go nowhere.

✔ Recap what you heard at the end:

“So far, you’ve mentioned A, B, and C. Did I miss anything?”

✔ Then ask curiously:

“What would be helpful as a next step?”

➤ Summarizing shows you listened—and sets the stage for follow-up.

7. Leaving without a clear next step

No next step? No deal.

✔ Propose a specific day/time:

“How’s Monday at 2pm to go over options?”

✔ If it’s a no, offer 2–3 alternatives fitting their needs instead

✔ If they’re not a fit, still offer value and exit the right way

↳ Every meeting needs a next meeting—or closure.

Adjust discovery to match buying stage

Patrick Trümpi discusses how to start a discovery call based on where the buyer is in their journey—so you avoid sounding scripted and stay relevant from the start:

1. When they’re just search browsing

These prospects aren’t actively looking.

They’re curious, not committed.

Ask:

“Why are you taking time to talk to me today?”

If they say something like:

“I just wanted to see how this works,”

You know they’re just browsing.

What to actually do next:

✔ Introduce 2–3 challenges your other prospect’s face

✔ Ask which ones sound familiar with their experience

✔ Use their response to guide the conversation deeper

→ Don’t jump immediately with having demos yet.

Get them emotionally connected to a problem first.

2. When they’re looking for solutions

They’ve already decided to fix something—they’re now exploring how.

Ask again:

“Why are you taking time to talk to me today?”

If they say:

“We’re looking into your approach to solve problem X,”

You’re placed in the evaluation stage.

What to do next:

✔ Ask:

“Can you elaborate on problem X and explain what ROI you’ve calculated for solving it?”

✔ If they haven’t done the math yet, this becomes your discovery path

✔ If they have, validate their numbers and see where your solution fits

→ Focus on what they’ve already discovered—don’t rehash the basics.

3. When they’ve already tested options

These are late-stage buyers.

They’ve likely done a PoC, maybe even gotten quotes.

Ask:

“Why are you taking time to talk to me today?”

If they say:

“We’ve tested other suppliers but still looking,”

Your job is now about comparison, not education.

What to do next:

✔ Say:

“Let’s dive into what hasn’t worked well so far. Is that ok?”

✔ Discuss on where other reps have fell short

✔ Show how you solve those specific gaps

→ The pain isn’t the problem—it’s the disappointment with other vendors.

Don’t treat every discovery the same

✔ The more advanced buyers get, the less you need to educate

✔ Meet them where they are, not where you want things to start

✔ The first minutes sets tone for a collaborative, relevant discussion

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Check them out!

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