Sales discovery call SOP template

Purpose

Run every first sales conversation the same way, so reps understand the prospect’s problem before proposing anything, qualify honestly, and leave each call with an agreed next step. Consistent discovery also means managers can coach from notes that follow the same structure.

Scope

Covers the first scheduled call with a new prospect, by phone or video. Does not cover inbound support questions from existing customers, or follow-up demos and proposal meetings, which have their own SOPs.

Roles and responsibilities

Before you start

• Access to [CRM], [calendar tool] and [video call tool]
• The prospect’s form submission, email thread or referral notes
• Your qualification criteria, for example [budget range, timing, decision maker, problem you solve]
• The discovery notes template in [CRM]

Procedure

1. Confirm the booking. Sales rep sends a calendar invite within 1 business day of the call being agreed, with the length, a video link and a one-line agenda. Send a reminder the day before.
2. Research the prospect. Sales rep spends [10 to 15 minutes] before the call:
   • Read everything they have already told you.
   • Look at their website and the person’s role.
   • Check the CRM for past contact with the company.
   • Write down two or three questions specific to them.
3. Open the call. Sales rep thanks them, confirms the time available, and sets the agenda: “I’d like to understand what’s going on and what you’re hoping to change. If it looks like we can help, we’ll agree what happens next. If not, I’ll tell you. Does that work?”
4. Understand the situation. Sales rep asks open questions and listens more than talks. Cover:
   • What is happening now, and how they handle it today
   • What prompted them to look for help now
   • What it is costing them, in time, money or risk, in their words
   • What they have already tried
   • What a good result would look like
5. Understand the decision. Sales rep asks:
   • Who else is involved in deciding, and how they usually make this kind of decision
   • Their timing and anything driving it
   • Whether they have a budget in mind or a range they need to stay within
6. Summarize back. Sales rep repeats the problem, the goal and the timing in a few sentences and asks, “Did I get that right?”
7. Qualify. Sales rep decides, on the call if possible, whether the prospect meets the qualification criteria.
   • If yes: explain briefly how you would approach it and propose the next step.
   • If no: say so and explain why, and suggest another route if you know one.
8. Agree the next step. Sales rep books the next meeting before the call ends, with a date, time and who will attend.
9. Update the CRM. Sales rep fills in the discovery notes template and sets the deal stage within 2 hours of the call.
10. Send the follow-up. Sales rep emails the prospect the same day, or by the next business day at the latest, with the summary from step 6, the agreed next step and anything promised on the call.

Checklist

• Invite and reminder sent
• Research done and specific questions written
• Agenda set at the start of the call
• Situation, impact, goal and decision process covered
• Summary confirmed with the prospect
• Qualification decision made
• Next meeting booked
• CRM updated and follow-up sent

Exceptions and escalation

• No-show: Wait [10 minutes], then email offering two new times. After two no-shows, set the deal to [nurture stage] and stop chasing.
• Technical questions you cannot answer: Write them down, say when you will answer, and bring in [solutions lead]. Do not guess.
• Requests for discounts or custom terms on the first call: Note them and take them to the sales lead before responding.
• Prospect is an existing customer with a complaint: Pass it to [account manager] the same day.

Records to keep

• Discovery notes, deal stage and next step in [CRM]
• Call recording, if you record calls and the prospect has agreed as your jurisdiction requires
• The follow-up email, logged to the CRM contact

Review

The sales lead reviews this SOP every 6 months, and listens to or reads notes from at least [two] discovery calls per rep each month to check the steps are followed and the questions still fit the prospects you see.