Summarise a verified problem, an unresolved question and a next step the buyer has accepted.
The situation
In this fictional brief, cleaning requests are ad hoc and quality expectations are not documented. The buyer wants a clear checklist with inspection and issue-resolution responsibilities. Your offer is a scheduled commercial cleaning service, but you must first establish whether its scope addresses the actual need.
A relevant delivery constraint is that building access and occupied areas restrict working times. Treat that as a fact in the exercise; do not remove it to make the sale easier.
| Your counterpart | an office manager overseeing multiple floors |
|---|---|
| Offer under discussion | a scheduled commercial cleaning service |
| Evidence available | a sample room-by-room scope and inspection record |
| Terms to clarify | Define task frequency, supplies, access, exclusions and inspection arrangements. |
How to approach discovery call
A useful question for this stage: “What have you already tried, and what changed as a result?” Ask it when the conversation creates a reason for it, rather than reciting every question in order.
- Start with an actual recent incident. Follow its sequence and ask who was affected. Separate what you heard from your interpretation.
- Ground the discussion in the buyer’s work. Ask: “Which areas create the most repeat complaints, and how are they inspected?” Listen for a concrete example before making a claim.
- Use evidence relevant to the decision: a sample room-by-room scope and inspection record. Explain what it demonstrates and what remains unverified.
- Summarise a verified problem, an unresolved question and a next step the buyer has accepted.
Example exchange
An illustrative exchange. Real conversations will take a different path.
SellerBefore we discuss a solution, could you walk me through what happens today?
BuyerOur concern is that cleaning requests are ad hoc and quality expectations are not documented. Also, building access and occupied areas restrict working times.
SellerWhich areas create the most repeat complaints, and how are they inspected?
BuyerThe current cleaner is less expensive.
SellerWe should compare frequency, included tasks, access and how missed work is corrected before judging the totals.
SellerWhat have you already tried, and what changed as a result?
An industry-specific concern
Buyer: “The current cleaner is less expensive.”
Possible response: “We should compare frequency, included tasks, access and how missed work is corrected before judging the totals.”
Why this response helps: it acknowledges the concern, brings the discussion back to a verifiable requirement and leaves room for a different decision. Adapt the wording to what the buyer actually said.
Run the practice
- Prepare for two minutes. One person takes the seller role and one plays an office manager overseeing multiple floors. Read the offer and constraint separately from your preferred answer.
- Have a five-minute conversation focused on understand the problem, its consequences and the buying process before presenting a solution. The buyer should answer consistently with the brief and ask for evidence when a claim is vague.
- Add this challenge: The buyer says everything is fine until you ask about a specific recent example. Do not invent a pain point for them.
- Pause for feedback. Quote one useful question and one missed opportunity. Repeat the difficult exchange using a different response.
- Finish by writing the actual agreement. A sensible option, when it fits, is to inspect a defined area against a jointly agreed checklist. A clear decision to pause is also a useful outcome.
What to avoid
| Common mistake | Running through a long questionnaire without following up on an important answer. |
|---|---|
| A stronger direction | You mentioned a missed handover. What happened immediately after that? |
| Scope and claim boundary | Avoid unsupported hygiene or disinfection claims. |
| What to measure in real work | completed inspections and resolution of recorded issues. Establish a baseline and definition before interpreting a change. |
Your working sheet
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Example: cleaning requests are ad hoc and quality expectations are not documented; building access and occupied areas restrict working times.
Example: What have you already tried, and what changed as a result? Industry question: Which areas create the most repeat complaints, and how are they inspected?
Example: a sample room-by-room scope and inspection record. Avoid unsupported hygiene or disinfection claims.
Example: Propose a clear next step, such as: inspect a defined area against a jointly agreed checklist. Confirm the owner and date.
Review your work
Tick only what you can support with your answer or practice. This is a reflection checklist, not an automated assessment.
Questions about this resource
Who is this commercial cleaning companies exercise for?
Founders, salespeople and account managers preparing for a conversation about a scheduled commercial cleaning service. Adapt the brief to your real offer and authority before using it at work.
Can I use the example as a script?
Use the questions as prompts. Listen and respond to the buyer’s actual meaning. The target is to understand the problem, its consequences and the buying process before presenting a solution, not to deliver a memorised speech.
How should I assess the result?
Summarise a verified problem, an unresolved question and a next step the buyer has accepted. Use the three review questions below. The checklist is for reflection; it is not a validated prediction of sales performance.
Fictional training scenario. The dialogue illustrates response choices; it is not a customer testimonial or a record of a real sale. About these resources.