Thursday, January 30, 2025

Do You Suffer the Curse of Knowledge?


Far too many sales, presales, and customer success people assume that their understanding of their prospects’ and customers’ situations is accurate, because these teams have seen so many other prospects and customers with the same circumstances.

 

They suffer from the Curse of Knowledge! Do you?

 

If so, you leave the door open for your competition to explore and uncover your prospects’ and customers’ situational differences and perceived uniqueness. This positions your competition as superior to you. Their understanding is both more complete and more accurate, enabling more precise solutions, more successful rollout, and deeper adoption of their products.

 

And if you are currently the incumbent vendor, you’re putting your renewals and expansion opportunities at risk, as well.

 

Don’t assume, ask! 


For more on the Curse of Knowledge, see the section starting on page 274 in Doing Discovery

Wednesday, January 29, 2025

Which of These Discovery Elements DON’T You Know?

-       How to Use Discovery Documents

-       The Breadth of the Discovery Space

-       Multiple Prospect Perspectives

-       Wants vs Needs

-       The Three Types of Probes

-       Expansion Questions

-       Why? Questions

-       Biased Questions

-       Diagnostic versus Biased Questions

-       Empathy and Quid Pro Quo

-       Outflanking Competition

-       Vision Reengineering

-       The Reverse Demo

-       Earning Trust and Credibility

-       Avoiding No Decision

 

You’ll find all of these and more in Doing Discovery. Make 2025 your year to upskill!

 

Consider enrolling in a Doing Discovery or Great Demo! Workshop or explore our books, blog and articles on the Resources pages of our website at https://GreatDemo.com. Join the Great Demo! & Doing Discovery LinkedIn Group to learn from others and share your experiences.

 

 

https://www.amazon.com/Doing-Discovery-Important-Enablement-Processes/dp/B0B8RJK4C2/

Monday, January 27, 2025

Eat Your Own Dog Food?

 

I frequently hear “We eat our own dog food” from software vendors and, while it’ a good thing that they use their own product, the phrase isn’t particularly appetizing.

 

Some years ago, I suggested an alternative, “We drink our own champagne.” Much more palatable!


Friday, January 24, 2025

One of the Best Worst Demos Ever: Rockwell’s Retro Encabulator!

If you haven’t seen this before, note how long it takes before you… well, you’ll see!

 

If you have seen it before, enjoy it again!

 

What a wonderful example of a beautifully filmed and produced spoof. Note also how he uses two-finger pointing!

 

You can find this delightful demo here. Enjoy!

 

And, of course, here’s guidance on how to make your demos clear, crisp, and stunningly successful: https://www.amazon.com/dp/B0C9SNKC2Y/

Thursday, January 23, 2025

Some Great Lessons in Storytelling

“Truth Is the Arrow, Mercy Is the Bow: A DIY Manual for the Construction of Stories” by Steve Almond is an intriguing and occasionally eye-opening read. While he focuses primarily on fiction, the principles he discusses apply to business storytelling as well. 

These include character development, plot, chronology, rising action, the importance of your first sentence or two, and a lot more. He speaks from experience, having struggled through five failed attempts before finally achieving success: He’s written ten successful volumes to-date.

 

He is also a consummate reader, exploring many others’ works and including examples of key sections from these books.

 

If you are working to improve your own business storytelling skills, check this out!

 

https://www.amazon.com/Truth-Arrow-Mercy-Bow-Construction-ebook/dp/B0CFGGNLP3/ref=sr_1_1?crid=50KS381PES3U&dib=eyJ2IjoiMSJ9.5Of8NN_Uuc8zh0dJCuDPLMycg_wLd3ALQ5ikB-qP_dXGlJ2-5nb4YWmBxZmkX4c7.iZAldqxRka3-R9xA9BL30CNzMQGgdfq7hveJvsfRfCc&dib_tag=se&keywords=truth+is+the+arrow+mercy+is+the+bow&qid=1737652751&s=digital-text&sprefix=truth+is%2Cdigital-text%2C216&sr=1-1

Wednesday, January 22, 2025

“Tell Show Tell” Risks!

Many people in sales and presales have been taught to “Tell Show Tell” when demonstrating their software. It’s a good approach, but you need to be aware of some serious risks!

 

It is good communications advice, in general, and was originated by Aristotle over 2300 years ago as “Tell them what you are going to tell them, tell them, then tell them what you just told them.” It’s a good tactic to help people remember your key points.

 

When discovery has confirmed the need and interest for your software’s capabilities, it is a great practice, and I recommend it.

 

But it often presumes too much. It presumes that your prospect wants, needs, or cares about the capability you present with Tell Show Tell.

 

When discovery has not uncovered or confirmed the need or interest, Tell Show Tell puts you at risk of:

 

1.     Buying It Back, where your prospect doesn’t want to pay for features they won’t use.

2.     Showing and over-emphasizing features, causing your prospect to perceive your offering as confusing, complex, and complicated. 

 

And both happen far too frequently!

 

Finally, and this is a challenge for all methodology trainings, far too few folks actually remember to apply the approach, returning to their old habits of “Oh, this is a really cool feature…” without any intro or summary. 

 

My recommendation is to focus your demos on presenting the Specific Capabilities uncovered in well-executed discovery conversations.

 

You can learn how to uncover Specific Capabilities in Doing Discovery and how to demonstrate them clearly and crisply in Great Demo!

 

Doing Discovery

https://www.amazon.com/Doing-Discovery-Important-Enablement-Processes/dp/B0B8RJK4C2/

 

Great Demo! Third Edition:

https://www.amazon.com/dp/B0C9SNKC2Y/

Tuesday, January 21, 2025

As a Prospect, Suffering Through a Typical Discovery Call Is Like…

 

-       Filling out a paper intake form at a hospital while you are bleeding profusely and in pain!

-       Taking your ailing auto to a bad mechanic who consistently misdiagnoses your car’s problem

-       Dealing with a detective who incorrectly identifies the criminal after seeing a single piece of evidence

-       Often being asked nothing!

-       Being asked too little!

-       Or too much without quid pro quo in return

-       An interrogation (“…and where were you on the night of October 13, 2024?”)

-       Having a “conversation” with someone who doesn’t really want to hear what you have to say!

 

As a prospect, enjoying a Doing Discovery conversation is like:

 

-       Being in the hands of a truly excellent physician (who has the world’s best bedside manner!)

-       Being guided by a very skilled restaurant waiter (towards your best meal ever!)

-       Being coached in your favorite sport by that sport’s expert (and achieving PB after PB!)

-       Working with a highly knowledgeable travel guide to design your perfect vacation (and exposing you to delightful places and experiences you were unaware of!)

-       Learning things about yourself you didn’t previously know or consider

-       A comfortable and informative chat with a friend

-       A mutual learning experience

-       Feeling fully heard!

 

https://www.amazon.com/Doing-Discovery-Important-Enablement-Processes/dp/B0B8RJK4C2/

Monday, January 20, 2025

Closed?

Why is it called “closed” if it’s supposed to be the start of a long customer relationship?

Friday, January 17, 2025

This Is NOT Enough!

The majority of "discovery" calls that I've heard look and sound something like this:

0:00 Intro (generally only about the vendor reps)
0:03 "Rapport building" (generally remarking about something in the background, weather, sports, etc.)
0:06 Discussion of pain (often simply confirming pain and not going much deeper)
0:14 Overview presentation (corporate and/or product overview, interspersed with a few discovery questions)
0:25 Next steps

Sadly, the time actually invested in doing discovery is often less than ten minutes. Outrageous!

 

Imagine going to a doctor because you have a pain in your stomach. You say, “Doctor, I have a pain in my stomach…” The doctor grabs a scalpel and replies, “Great – let’s open you up and take a look.”

 

We’d call this medical malpractice! And how is this different from the “discovery call” above? (It’s not and we should call it “business malpractice!”)

 

https://www.amazon.com/Doing-Discovery-Important-Enablement-Processes/dp/B0B8RJK4C2/

Thursday, January 16, 2025

Four Great Quotes

“Prospects are perishable – handle with care.”

 – Zig Ziglar

 

 

“Never miss a good chance to shut up.”

 – Will Rogers

 

 

“Character wields the greatest authority when it comes to persuasion.”

– Aristotle

 

 

“Here’s a quote for ten million dollars…”

 – Hopeful Salespeople Everywhere!


 

Wednesday, January 15, 2025

Presales Skills: Five Questions that Need to Be Answered!

-       Why? 

o   Why is this skill important?

-       What? 

o   What is the skill?

-       How?

o   How do you apply it?

-       When?

o   When do you apply it and in what order with other skills?

-       Where?

o   Where should it be applied?

 

Understanding the answers to these five questions is what helps to define methodology!

 

Let’s us two-finger pointing as an example:

 

-       Why is this skill important?

o   Because clear communication in demos, presentations, and whiteboarding is one key to success.

-       What is the skill?

o   Using two fingers to point to screen and whiteboard elements is the clearest, non-rude method of pointing. In some cultures, pointing with your index finger is considered rude. Interestingly, in some cultures, pointing with your middle finger is the typical practice, but other cultures would consider this really rude (or at least humorous!). Note that airline flight attendants use the two-finger pointing method when pointing out exits and exit paths.

-       How do you apply it?

o   Form your hand such that you are pointing with your index and middle fingers held together. Tap or touch the screen or whiteboard if possible for precise pointing; don’t wave vaguely towards the element. Use smooth and deliberate motions.

-       When do you apply it and in what order with other skills?

o   Apply it when you want to direct your audience’s attention to a particular element on the screen or whiteboard. When presenting demo screens, remember to communicate what your audience should be looking at, how it helps them solves their business problems, and the specific value associated with the change for them. Keep pointing as you provide this description.

-       Where should it be applied?

o   In face-to-face demos, presentations, and whiteboarding, where the room and screen are small enough for the audience to see clearly and for you to reach the full extent of the screen or whiteboard. (If either are too large, you’ll want to use a larger pointing tool – and that’s another skillset!).


You’ll find many more skills as well as complete methodologies on our website at https://GreatDemo.com – check out the Resources pages in particular!

Tuesday, January 14, 2025

Seven Levels of Discovery Skills: What’s YOUR Level of Practice?

 


-       Level 1:  Uncovers statements of pain

-       Level 2:  Uncovers pain and explores more deeply

-       Level 3:  Uncovers pain, explores deeply, broadens the pain and investigates the impact

-       Level 4:  Uncovers pain, explores and broadens, investigates impact and quantifies

-       Level 5:  Uncovers pain, explores and broadens, investigates impact, quantifies and reengineers vision

-       Level 6:  Applies these skills to the broad range of prospects represented across the Technology Adoption Curve, “burn victims”, disruptive and new product categories, transactional sales cycles, and other scenarios

-       Level 7:  Integrates and aligns the skills above into a cohesive discovery methodology.

 

Most folks are at Level 1 or 2 (when honestly assessed). This leaves a lot of room for improvement!

 

Why get better at discovery? Oh, hundreds of reasons, but here’s a compelling one: The vendor perceived by the prospect as doing a superior job of discovery is in a competitively advantageous position (regardless of product strengths)!

 

https://www.amazon.com/Doing-Discovery-Important-Enablement-Processes/dp/B0B8RJK4C2/

Monday, January 13, 2025

I’m Curious About Curiosity…! What Makes Us Curious and Why?

A certain level of curiosity must be evolutionarily advantageous. It certainly aids in doing discovery!

 

Daniel Berlyne’s research on curiosity might offer some clues: [from Wikipedia] “His work focused on ‘why organisms display curiosity and explore their environment, why they seek knowledge and information.’

 

He believed that objects impact on three levels, psychophysical, environmental, and collative. The last of these was a term coined by Berlyne which attempted to describe the hedonic levels of arousal fluctuation through stimuli such as novelty, complexity, surprisingness, incongruity. Ultimately, he believed that arousal was best and most effective when at a moderate level and influenced by the complexity and novelty of the arousing object.”

 

When I’m doing discovery, I find myself naturally stimulated whenever I hear something new or unusual, and I’m curious to investigate it!

Friday, January 10, 2025

What Does Insufficient Discovery Cause?


Here’s the short list!

 

-       Delayed Decisions

-       No Decisions

-       Unwarranted Discounting 

-       “Buying It Back”

-       Slowed Sales Cycles

-       Wasted Sales Cycles

-       Harbor Tour Demos

-       Stunningly Awful Demos

-       Wasted Demos

-       Poor Proposals

-       Wasted Proposals

-       Inaccurate Forecasts

-       Overly Optimistic Forecasts

-       Living in the “Land of Hope”

-       Inaccurate Pipelines

-       Overly Optimistic Pipelines

-       Opening Doors for Competitors

-       Negative Differentiation

-       Poor Product Recommendations

-       Poor Product Fit

-       Unhappy prospects

-       Burn-Victim prospects

-       Insufficient Value Perceptions

-       Insufficient Business Cases

-       Money Left on the Table

-       Piles of Objections

-       Poor Relationships

-       Distrusted Vendors

 

Any others to add?

 

(And here’s how to fill your discovery glass! https://www.amazon.com/Doing-Discovery-Important-Enablement-Processes/dp/B0B8RJK4C2/)