sure the qualification process is being followed . If it ’ s not , make some coaching improvements to get everybody dialed in .
The Final Step In Qualification — The Discovery Meeting
If they make it through the gauntlet , it ’ s time to schedule the discovery meeting . This is your final opportunity to verify that this prospect is the right fit for your MSP , so make the most of it .
She Said : The discovery meeting is multipurpose . First , ask enough questions to understand the opportunity , the prospect , their motivation for buying , and how they make decisions . Next , you want to establish yourself as a true business advisor and trusted authority in your field . The discovery meeting is your opportunity to be seen as the only real option . Finally , determine if there ’ s a mutual basis for moving forward . Both you and the prospect need to be in sync at the end of this meeting .
He Said : All roads lead back to discovery . If someone is ghosting you or doesn ’ t want to buy from you at the end of the qualification process , go back and inspect what was done at the discovery meeting . We always see steps that were left out . This is your final shot to qualify a client ; that ’ s why it ’ s so essential .
A Roster Of All-Stars
If a prospect doesn ’ t meet your qualifications , pass them on to one of the MSPs in your network . Oftentimes , they ’ ll even pay for the lead . More importantly , you will be delivering on the promise you made them when you answered the phone : “ We can help you with that !”
You ’ ll be left with only customers who mesh with your business . By qualifying prospects from the very first phone call , you ensure that your client roster is exclusively made up of all-stars .
Example Phone Qualification Script For Inbound Leads
Prospect : “ Hi , I ’ m calling to talk to someone about [ issue ].”
“ Excellent , I can help you with that ! ( That ’ s
ALWAYS your response !) First , may I get your full name and the company you ’ re calling from ? Is that here in [ City ]? Great , thanks , [ Name ]. And you ’ re the owner ? ( From Caller ID ) Is the best number to reach you ______________? What ’ s a good email for you ? And how did you hear about us ?”
These are some basic questions to get a feel for the situation , what they ’ re looking for , and whether they ’ ll be the right fit .
“ Tell me what ’ s going on that prompted you to call us today ?”
If you can ’ t help them with the problem , tell them . Example : “ I ’ m sorry , that ’ s not something we can help you with .” If you can help them , continue .
“ We certainly can help you with that ! I have a few more questions to determine the best way to proceed . Do you have a few minutes now ? Can you tell me a little bit about your network / situation / environment ?”
Don ’ t get too far into the tech weeds . After you gather that info , continue .
“ Are you currently working with an IT company ?”
If they say YES , ask why they ’ re looking elsewhere , if they ’ re under contract , and if they can break the contract . If they ’ re qualified , close for the appointment .
“ From what you ’ ve told me so far , it sounds like we can definitely help you . What I ’ d suggest is to schedule a time for me to come over to your office with one of my engineers to take a look at what ’ s going on and determine the best course of action .”
NOTE : Be SURE to record ALL this information into your CRM !