SOP: Discovery Call Execution

1. Purpose

The purpose of this SOP is to ensure every discovery call follows a structured, consistent, and client-centric approach. By standardizing execution, sales representatives can uncover true client needs, qualify opportunities, and build trust while capturing accurate data for CRM and downstream teams (Pre-Sales, Delivery).

2. Scope

This SOP applies to:

  • All inbound and outbound opportunities progressing to a first structured sales conversation (post-lead qualification).
  • Sales Representatives, Account Managers, and Pre-Sales staff (when invited to technical discovery).
  • IT Services & SaaS sales cycles across SMB, mid-market, and enterprise clients.

3. Definitions

  • Discovery Call: A structured first conversation with a prospect to validate fit, uncover pain points, and align expectations.
  • Prospect: A lead that has passed initial qualification (see Sales Qualification & Handoff Policy).
  • CRM: Official sales system of record (HubSpot, Zoho, Salesforce, etc.).
  • Pre-Sales: Technical/solution consultants engaged after discovery for scoping.

4. Step-by-Step Process

A. Pre-Call Preparation

  1. Review Lead Data:
    • Check CRM for ICP score, persona mapping, and lead source.
    • Review past interactions, notes, and LinkedIn/company profile.
    • Cross-reference with Lead Research & ICP Targeting SOP.
  2. Set Agenda:
    • Draft a simple call agenda (Introduction → Prospect Context → Pain Exploration → Solution Alignment → Next Steps).
    • Share agenda with the prospect via calendar invite/email.
  3. Internal Alignment:
    • If Pre-Sales joins, align on roles (Sales → business framing, Pre-Sales → solution depth).

B. Call Execution

  1. Introduction (2–3 mins)
    • Build rapport, restate agenda, confirm time availability.
    • Set collaborative tone: “This is a two-way conversation to see if there’s mutual fit.”
  2. Prospect Context (5–10 mins)
    • Ask open-ended questions about business model, current processes, tools, and challenges.
    • Capture verbatim key statements in CRM notes.
  3. Pain Exploration (10–15 mins)
    • Use SPIN questions: Situation, Problem, Implication, Need-Payoff.
    • Dig into both explicit pain (e.g., inefficiency, cost) and implicit drivers (e.g., reputation, team stress).
  4. Solution Alignment (5–10 mins)
    • Provide high-level overview of relevant services/products.
    • Avoid feature-dump; focus on aligning pain points to outcomes.
    • Flag where a tailored demo or Pre-Sales scoping is needed.
  5. Next Steps (5 mins)
    • Agree on follow-up action (e.g., demo, workshop, proposal).
    • Confirm timeline, stakeholders, and preferred communication channel.
    • Document next step in CRM immediately.

C. Post-Call Follow-Up

  1. Update CRM Opportunity:
    • Create/update opportunity record (cross-reference CRM Opportunity Creation SOP).
    • Attach call notes, agenda, and meeting recording/transcript (if available).
  2. Send Recap Email (within 24 hours):
    • Thank the prospect.
    • Summarize challenges discussed, outcomes aligned, and agreed next steps.
    • Share any requested material (case studies, links).
  3. Internal Debrief:
    • Share summary with Pre-Sales/Delivery if handoff is likely.
    • Log insights in pipeline for future review.

5. Roles & Responsibilities

  • Sales Representative / Account Manager: Owns discovery call, CRM updates, recap email.
  • Pre-Sales Consultant: Provides technical clarity if invited; ensures accurate scoping readiness.
  • Sales Manager: Reviews random discovery calls monthly for quality assurance.

6. Governance, Violations & Consequences

  • All discovery calls must be logged in CRM with notes and next steps.
  • Failure to update CRM within 24 hours → warning at first instance; repeated violations → performance review as per Sales Performance Management Policy.
  • Non-adherence to agenda sharing or follow-up email → considered breach of process discipline.

7. Review & Ownership

  • Document Owner: Head of Sales.
  • Review Cycle: Quarterly, aligned with pipeline review cadence.
  • Version Control: Updated in CRM Knowledge Base; changes communicated via Sales Ops Slack/email channel.