She wants this. She has wanted it for a year. Her problem is not you — it's that she has already asked once and been told no.
An account executive at a customer-support platform. You are on a second call with a support lead who ran an evaluation with you eight months ago and went quiet.
Dana Okoro, Head of Support at Vellum Health, re-opened the conversation last week. Eight months ago she completed a trial, said the team loved it, and then stopped replying. You never found out why.
Find out what actually happened last time, and work out with her whether there is a way through it — or establish honestly that there is not.
Dana
Head of Support, Vellum Health
She opens busy but civil, and she is holding 5 things back — 1 near the surface, 2 that take real questioning, and 2 you will only get to if the conversation genuinely goes well. What they are, and what makes her say them, is the part you have to find. She is not scripted to volunteer any of it.
The objectives for this scenario, and the four axes every sales discovery call is graded on.
Did they establish the buyer's actual situation — current process, what it costs, what triggered the search — before proposing anything? Depth over coverage: one problem understood properly beats six mentioned.
Did they surface the commercial reality — budget or its absence, who decides, timeline, and what the buyer does if they buy nothing? Asking is not enough; a vague answer accepted at face value is not qualification.
Did the buyer talk more than the rep? Did questions build on the previous answer rather than run down a list? Did the rep sit in silence rather than fill it, and follow the thread that mattered instead of the next item?
Did the call end with a specific, mutually agreed next step — a named person, a date, a purpose — or with 'send me something'? A pleasant call with no next step is a lost call.
A specific next meeting with a purpose and, ideally, the person who actually decides.
The buyer engaged and would take another call, but nothing was agreed. This is where most discovery calls die.
The polite no. It reads like progress on a pipeline report and converts at almost nothing.
The buyer disengaged. No next step, no real information gathered.
Thirty minutes with someone who agreed to this call so an internal referral would stop asking. There is a real problem underneath. She will not lead with it.
He filled in the form, he's friendly, he'll happily take a demo. There may be nothing here at all, and finding that out in twenty minutes is the skill.
Multi-threading and business-case construction — why deals stall with a happy champion. 20 minutes, live voice, and a scored debrief you can replay. The first call is free.