It’s one thing to attract leads. It’s another to turn them into booked, excited, paying clients. The secret? A well-run discovery call.
When I first started my business, ALL sales calls were nerve-wracking. I’d either talk too much, ramble through services, or stumble through questions. Over time – and with guidance from various coaches – I realized the call isn’t about selling everything I do. It’s about making the client feel seen, heard, and confident in taking the next step.
Today, my discovery calls are short, structured, and successful. Here’s exactly how I prep, what I say, and how I lead a call that converts.
Why a Scheduled Call Sets the Tone
No one loves surprise calls – especially not your ideal client. Scheduling the call sends a clear message: this is a professional, intentional partnership.
A scheduled call:
- Creates space for both parties to focus
- Signals to the client that their project matters
- Prevents distractions or rushed conversations
The Design Discovery Call Formula
Here are the key phases and activities for running a successful discovery call that feels good to you and to your clients!
Before the Call: Get Organized
Prep is everything. You’ll feel confident and in control with just a few key things in place:
- Review their intake form or email inquiry. Look for emotional keywords like overwhelmed, excited, or frustrated.
- Print out or open your investment guide or “ladder of services.”
- Have 2–3 consultation dates ready in your calendar.
- Make sure you’re in a quiet space with no distractions.
- Smile before you start. Yes, really – it helps you sound warm and friendly.
During the Call: Lead with Empathy, Not a Sales Pitch
This is your time to listen. Let the client lead first. You’ll get the most insight into what matters to them so take notes, especially on their words and pain points.
Here’s the general flow:
- Greeting: Keep it friendly and brief. Thank them for making time.
- Invite Them to Share: Ask something simple like, “Tell me a bit about your project and what’s been going on so far?”
- Active Listening: Use your intake cheat sheet to guide your notes. Capture exact phrases.
- Thank Them: When they finish sharing, respond with “Thanks for walking me through that.”
- Empathy + Authority: Acknowledge how they’re feeling. Then share a brief confidence-boosting note about your experience with similar clients.
- Recommend the Best Service: Don’t go over every offering. Match them with the most relevant service and explain why it fits.
- Focus on Outcomes: Don’t drown them in process details (yet). Talk about results and how the service will make their life easier.
- Briefly Walk Through Your Process Overview: The more you can illustrate your process, the better they will understand how it is to work with you (and it makes you look like a a PRO)
- Explain How Your Service Starts: What are the immediate first steps they can expect when engaging your form.
- Let Them Know What’s Next: You’ll send a beautifully branded info PDF outlining the service they’re a fit for. That way, they’re not overwhelmed with details mid-call.
Ready to Book? Recap, Price, Date
When they’re feeling heard and excited, bring it home:
“So the initial consultation includes . It’s $. We’re available ___ or ___. After that, if you decide to move forward, full-service design starts at ___ (whatever your package looks like). Would you like to go ahead and book your consultation now?”
Verbal commitments matter. Always aim to book the consult during the call.
End With Warmth and Direction
Once booked, thank them and congratulate them. A simple “We’re so excited for you” goes a long way. Then, clearly outline what happens next:
- “I’ll send a PDF with more details right after this call.”
- “I will also send you a payment link for the consultation, followed by a checklist for how to prepare for the consultation.”
- “Let me know if any questions pop up before we meet.”
After the Call: Follow Through Fast
Send the thank-you email and info PDF immediately. Include a payment link so they can make the payment.
If you don’t hear back, follow up within 48–72 hours. Set a calendar reminder so no lead slips through the cracks. This thing is easy to automate, too!
You don’t need a sales script. You need a system. One that keeps you focused on listening, matching the right offer, and confidently guiding the next steps.
The more you practice this process, the more natural and effective it becomes. Your clients will feel like they’re in the hands of a pro, and you’ll start booking with ease!
