The Anatomy of a Discovery Call

What is a discovery call?

So, you have a client that might want to work with you? How exciting! The next step is to set up a discovery call with them. These are typically 30-minute calls held over Zoom or another video conferencing software.

The purpose of the call is for your and your potential client to decide whether working together would be beneficial. Don’t forget that you’re also there to interview them to see if you want them as clients. Also, remember that you are in charge of the call, not them. You are an entrepreneur and CEO of your own business, not an employee of theirs.

Before the call

Get to know them as much as possible before the call. Ideally, you have asked them to answer questions about themselves, their business, and their pain points before the call and can do some research before the call begins.

Take a look at their website and anything else that may be available. Come up with a few services that might help them solve their pain points. Write down a few compliments or things you like about what you found to mention throughout the call.

READ: How To Turn Your Corporate Skills Into A VA Business

Discovery call template and script

Intro: Spend the first few minutes chatting with them. Introduce yourself and thank them for joining the call. If you need something to say, this is a perfect time to mention the compliment you wrote down during your research.

Example: “Hi! I am so excited to talk to you. Thanks for being here! My name is…, and I help business owners find efficiencies that help them grow their businesses. I looked at your website, and I love your [insert compliment from your research].

Share your discovery call template: Tell them what the call will be about and what you want to cover. This will help you set yourself up as the expert in the call and help them trust you!

Example: “This will be a 30-minute call to discuss you, your business, and how I can help you get where you want to be! Does that feel good to you?”

Ask about them: This is your chance to learn more about them and what they need from a VA. It will also help you determine how nervous they might be to outsource some tasks. Some sample discovery call questions to ask are:

• Tell me more about your business.

• What do you need help with?

• What systems or software do you use?

• Where would you like to be a year from now?

• Have you ever outsourced before?

• Do you have any questions for me?

Pitch: After listening to what they might need out of a VA, it’s time to pitch your services. Make sure to use their words when suggesting your services.

Example: “Thanks for sharing more about your business. I want you to know that I know trusting someone with your business is scary, and I understand how important this business is to you. I would love to help you… It sounds like you are struggling with [pain point they mentioned]. I have experience managing [solution to a pain point they mentioned] for clients and would be happy to manage that process so you can [their goal for their business that they can’t reach because of the pain point].”

Money: This is the scary part. Here is where you share what you charge. Don’t oversell or undersell yourself here. Just state your prices and sit back calmly and wait for their response.

Example: “I have a few different packages and payment options. They are [list your prices]. Let me know your thoughts.”

Follow-up: If they agree and want to sign up now, thank them and share how excited you are to work together. Then, let them know the next steps of your onboarding process. If they say no or have to think about it, ask them what is holding them back while validating any emotions they may have. Try to answer all their questions on the call, but if you need to, allow them some time to think it over and send them a follow-up email or set up a follow-up call.

Remember that the potential client is joining the discovery call because they already want to work with you! Just follow the script above, and you will do great.

How to Conquer Your Fear of Discovery Calls

So, you’ve finally received your first discovery call! Congratulations! After the initial excitement wears off, the nerves set in. Do you want to make a great impression but have no idea how? Maybe your social anxiety is kicking in, and you’re nervous about how to start the call? Maybe your fear is even telling you that you should cancel! Well, don’t cancel. We are all nervous during our first call, but I am here to help you conquer your fear of discovery calls. I will help you prepare, book, and (eventually) love discovery calls!

How to Prepare for a Discovery Call

Research their business: Whether you research their business on the internet or by asking them questions during the call, make sure you understand them and their needs.

Write down questions beforehand: If there is a lull in conversation or you’re too nervous to remember your questions, you can reference the list you make.

While it’s important to understand their industry and product or service offerings, it is just as important to ask them questions about the following. 

1.      What problem are you trying to solve by hiring a VA? This will help you determine if your skills and passion align with theirs. If they are trying to build brand awareness, but your passion isn’t brand strategy, you may not be a good fit.

2.      What is your business’s most significant pain point? Similar to the question above, this question will help you define your success. If their most significant pain point is a lack of processes to help them organize business expenses, then you know exactly what pain point you will want to solve first.

3.      Have you ever outsourced before? This will help you understand if they have any collaboration tools and procedures in place to help you work together or if you should take the lead on that. It also enables you to determine their comfortability with outsourcing and if extra communication and support may be needed before moving forward.

4.      What do you know about me and my services? Are there any questions I can answer? This helps you see if there are any misconceptions about your skills that you can correct. It also enables you to understand what they look for in a VA and what they like most about you.

Know your pitch: Make sure you know exactly what you offer and the price points for each service. For example, make sure you know:

• How you would like to charge your clients, either by the hour or by the project,

• How you would like to communicate throughout the project, through email, a project management software like Trello or Slack, or through video calls,

• How many hours you can dedicate to the client and what they can request in that time, and

• How your specific skill set can make things easier for them.

Practice: Practice your opener, including introducing yourself, your business, and outlining the direction you would like the call to take. Being confident at the beginning of the call sets the tone. Also, make sure to be flexible. There is no perfect discovery call, so release any expectations of perfection.

Also, practice your call to action. Whether you ask them to sign with you today or ask for another call, make sure you have some options under your belt that you can use depending on how the conversation goes. Here are some examples of calls to action to use at the end of a call.

After our talk, I really believe I can help you achieve [Prospective Client Goal]. Are you ready to get started?

I know this is a big decision. I will send you the contract later today, and then I will give you a quick phone call tomorrow at 2 p.m. to answer any questions. Does that time work for you?

READ: How To Pay Yourself As A Virtual Assistant and Track Your Finances

How to Love Discovery Calls

You’re passionate about what you do, right?

This is your time to share that passion with a potential client. Tell them why you love to do what you do and how you could help their business. Don’t shy away from sharing your desire to help them. That’s why they’re here, too; they need help.

Accept there are answers you won’t know.

There are always questions people will ask that you won’t know the answer to immediately. Give yourself a break and understand that no one expects you to have all the answers! Take this time to be honest, and let them know that you will follow up with that information. Just make sure to include the information they asked for in your follow-up thank you email to them, as soon as you can. 

Have fun!

While the discovery call is a sales call, it shouldn’t always feel like one. This quote by Maya Angelou always helps me reframe discovery calls, “I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” So, instead of bombarding your prospective client with all of your ideas, testimonials, and offerings, take some time to have fun and get to know them. They will remember how you made them feel, and it takes some pressure off you when there is no expectation of perfection.

How to Book More Discovery Calls

Once you start to love discovery calls, you will try to avoid them less and less! Put the call to action to schedule a discovery call everywhere you can. If you have a website, put it there. If you have an Instagram, put it in your bio. You can even put the link in your email signature.

If you have a social media platform, talk about your discovery calls there. Talk about what you cover during them and how much you enjoy getting to know prospective clients. This will help people understand why they’re important and they will feel less scared about booking with you!

The best way to book more discovery calls is to ask for referrals from your current clients or even prospective clients. Even if you have a discovery call with someone whose needs don’t align with your skills, ask them to share your information with anyone who may need it in the future. You can even offer a discount to a future client that they refer. Then, even if they don’t sign with you, your time is not lost!

Crush Your Next Virtual Assistant Discovery Call

It's no secret that the discovery call is one of the most crucial parts of any virtual assistant opportunity. With so much at stake during discovery calls, you need a foolproof strategy to run these conversations.  Discovery calls are a chance for your dream client to learn about you and your business. At the same time, it's a chance for you to learn whether or not this client is a good fit for your business.

What Is A Discovery Call

A discovery call is an introductory conversation with a possible dream client after showing initial interest in your services. It's an opportunity to get to know the client to see if they could be a good fit for your business. During this call, you should find out the prospect's pain points, understand their needs, and help them see why you are the perfect virtual assistant to help them achieve the goals for their business. These calls usually happen after you have piqued your client's interest in your services through social media, Pinterest, or, if you're lucky, a Google search. 

How Long Should A Discovery Call Last

A discovery call should be no shorter than 15 minutes but no longer than 30. When you create a structured strategy for your discovery calls, this should be enough time to find out all of the pre-information you need from a potential dream client and enough time for you to show them you are their dream virtual assistant. 

What Happens During A Discovery Call

Discovery calls also allow you to ask questions about your dream client's needs, goals, and pain points. Later in the discovery call process, this information is helpful when you are ready to show them how you can solve their problem. Instead of giving a general pitch, you can explain how your virtual assistant services can solve their specific pain points. 

Your discovery call script must quickly establish you as the expert. How quickly and efficiently you can answer questions about the services you provide is an integral part of the discovery call process. Asking the right discovery call questions allows you to control the conversation. It also ensures that you and the client both get value from the discussion on the call. If your client starts going down a rabbit hole and veers off-topic, then you can reel it back in to stay on track and within your designated time limit. 

How Do You Prepare For A Discovery Call

In preparation for a discovery call, learn as much as you can about your potential dream client before the discovery call. This preparation and research will help you make the most of the call. Use the research you gather to create a plan and call strategy that includes questions about their business and questions that will allow them to describe, in detail, what their pain point is. 

The first few minutes of a virtual assistant discovery call set the tone for the rest of the discovery call. Start by quickly reviewing what you want to learn during the call, so it's clear to your potential client that you respect their time. Keep the conversation balanced between you talking and the client talking so you have a chance to learn pain points so you can address them when you describe how you can solve their problem.

What Should You Do After A Discovery Call

Creating a clear discovery call strategy is very important for your virtual assistant business. The discovery call is the turning point in your dream client's journey. It determines what steps in the sales process you should take. To ensure a successful outcome, you should outline your discovery call strategy and research information about your prospect beforehand. A discovery call helps you build a relationship with your potential client but can also bring in new referrals. A well-thought-out discovery call usually boils down to asking the right questions and helping your potential client see your services as the solution to their pain point. 

Rock Your Discovery Call: All The Right Questions To Ask To Get You From Call To Client

You started your Virtual Assistant business.

You set up your website.

You are rocking your social media game!

The moment you’ve been waiting for arrives. You book a client discovery call!!

Now what?

Panic sets in.

You wonder...what the heck do I do now?

I’ve been there!!

Don’t worry. I’ve got your back. I’m going to share with you the exact questions you need to ask during your discovery call so you can BOOK THAT CLIENT!!!

First things first:

#1 Let the client talk first.

Allow them to kick the conversation off. Take notes. They may even answer some of the questions listed below.

#2 Smile

Especially if you’re on a Zoom or Skype call.

#3 Closing statement

Even though you don’t know how your discovery call is going to go, have a closing statement prepared about YOU. Who you are. What you offer. Why you are the best choice. Practice this statement over and over in your head so you know exactly what you’re going to say so that you only have to tweak it once you’ve asked all of your questions.

#4 Follow up

Follow up immediately after the phone call with an email stating how much you enjoyed talking to them. If the client asked you for references or examples, send those with this email. In addition, set a reminder to follow up with them at least one week after the discovery call to keep YOU in their mind if they haven’t yet made a decision.

And Remember!!!

Your voice has to shine through.

Your personality has to be on point.

NOW!!! Are you ready for the discovery call questions I used to book my first client?

WELL...download this free template NOW!

Xoxo

Raquell

I Want The Discovery Call Questions