Facing a discovery call can be daunting, especially when the person on the other end prefers to skip the pleasantries and dive straight into business. This situation used to unsettle me, making me nervous about not being able to connect with them on a personal level. However, through a tailored approach, I learned how to align with their communication style, easing my anxiety and making the calls significantly more effective.
The Pitch
Adapting to the client's preferred communication style is crucial for successful sales interactions. When faced with a strictly business-oriented client, it's important to respect their approach and adjust your own to match. This not only shows professionalism but also enhances the productivity of the call. According to a survey by Salesforce, 69% of clients want to discuss their business needs on the first call, which highlights the importance of flexibility in sales approaches.
Realize
Initially, the absence of small talk can seem like a barrier to creating a connection. However, recognizing that not every client responds well to casual conversation was a breakthrough. This realization allowed me to focus on what the client preferred, which often meant getting straight to the point. By adjusting my approach to be more business-focused, I was able to respect their time and align with their expectations, paving the way for a more structured and goal-oriented conversation. Tuning into "Serious or Social" preference with a client is an important early step to ensuring a discovery call goes well.
Shifting Phrase
To transition smoothly into business discussions, I adopted a specific phrase: "So let's get started." This simple, clear cue signals a shift to the business agenda, helping to set the tone for a focused and efficient interaction. It serves as a verbal confirmation that I am ready to engage with the client on their terms, which helps in building a professional rapport and demonstrates readiness to address their business needs.
It's Not Personal
Understanding that a preference for straight-to-business communication isn't a personal rejection was another key adjustment. It's important to recognize that different people have different communication styles, and this diversity requires a flexible approach. By not taking their directness personally, I was able to stay more relaxed and focused on meeting their business needs without feeling sidelined by the lack of personal engagement.
Stay on Topic
Staying aligned with the client’s focus on business topics is essential. By maintaining a conversation strictly around business, I could effectively respond to their inquiries and keep the discussion productive. This practice also allowed me to slowly gauge when the client might be ready to engage in more relaxed conversation, if at all, ensuring that any shift towards lighter topics was well-timed and appropriate.
So What?
Adjusting your communication style to match that of your client is a critical skill in sales. It not only makes the calls more productive by focusing on what the client values but also builds a professional rapport that can lead to more effective and successful interactions. Tailoring your approach demonstrates respect for the client’s preferences and contributes to a more comfortable and confident exchange for both parties.
Next Steps
✅ Pay attention to whether someone wants to be social or serious.
✅ Prepare a shifting phrase to use when needed.
✅ Focus on the client’s business needs from the start.
✅ Monitor your own comfort level and adjust as necessary.
Closed Won!
Understanding and adapting to your client’s communication style can transform a potentially intimidating discovery call into a productive and confident interaction. How do you adapt to different client communication styles on your calls? What else are you trying that is helping level up your reps and make you the Sales Leader you wanted to work for? Leave a comment or question below, let's help move those deals to "Closed Won!"
