How to use a diagnostic before a sales call

A useful diagnostic can give both sides a better starting point. The key is to treat the findings as questions to investigate, not a script for pitching software.

What should you send before discovery?

Send a short assessment with a simple explanation: it helps identify which parts of the business's lead and customer processes deserve attention. Tell the prospect what they will receive, how their information will be used, and whether follow-up is expected. Keep participation optional.

What should you review before the call?

Look at the overall result and the highest-priority areas. A low lead-response score, for example, might suggest missed calls, slow web-form handling, or after-hours coverage. It does not prove which problem exists. Prepare two or three questions that can distinguish among these possibilities.

How should you open the conversation?

Ask the prospect whether the results match their experience. Then ask for a recent example: “What happened the last time a new inquiry arrived while your team was busy?” Confirm the actual workflow, the owner of the next step, and what information is available to measure performance.

When should you recommend a solution?

Only after validating the issue and considering alternatives. The right first move might be a response standard, staff training, a better pipeline, follow-up automation, an AI voice agent, or no technology change at all. Explain why the recommendation fits the process and agree on a measurable next step.

A simple preparation checklist

• Read the top three reported priorities.
• Prepare one validation question for each.
• Check whether the proposed solution addresses a confirmed problem.
• Agree on the smallest useful next action.

For an example of what the provider sees, explore the Commercial RLA demonstration. You can also review common product questions before choosing a plan.