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3.2

The Consultative Discovery Call

The discovery call is the most critical stage of the sales process. A well-executed discovery call will set you up for success, while a poor one will stall the deal before it even begins. This lesson provides a framework for asking insightful questions to diagnose a facility's specific needs.

Your Goal: Be a Doctor, Not a Pitchman

The most effective approach is a consultative one. Your goal is not to pitch features; it's to diagnose pain. Listen more than you talk. Ask open-ended questions to understand their specific challenges, and only then can you effectively prescribe Cell-Guardian as the solution.

The Diagnostic Framework: Key Questions to Ask

Use this framework to guide your conversation and uncover the information you need.

  • Assess Current Operations & High-Risk Areas:

    • "To help me understand your highest-risk areas, how many Booking, Detox, and Suicide Watch cells do you operate?"

    • "What are your biggest challenges when it comes to conducting and documenting the mandatory 15-minute checks?"

    • "How do major incidents or staffing shortages typically impact your ability to maintain consistent observation schedules?"

  • Understand Future Plans & Technology:

    • "Are there any plans for new construction or technology upgrades for things like your camera systems in the near future?"

    • "How does the leadership, particularly the Sheriff or Warden, view the adoption of new technology in the facility?"

  • Navigate the Budget:

    • "When it comes to technology investments like this, how is the budget typically handled? Are you able to use funds from federal grants or from sources like the commissary?"

    • "What does your typical budget planning cycle look like for a capital expense like this?" (Helps with quoting future SaaS costs)

The Pivot: Connecting Pain to the Solution

Once you have a clear diagnosis of their primary pain point—whether it's staff burnout, liability fears, or a recent critical incident—you have earned the right to move to the next step. The goal is to end the call by scheduling the presentation, where you will show them exactly how Cell-Guardian is the perfect prescription for their specific problem.

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