How it works
- 01
Set up the scenario
Understand what has changed before proposing a new project.
- 02
Role-play the conversation
The customer starts with: “I’ve just taken over the account. We don’t have anything planned right now.” Adapt your questions to their response.
- 03
Review and try again
Do your questions distinguish a need that has ended from a change in organization? A past order doesn’t justify making a new proposal.
What does this practice session look like?
No orders since the last project ended. Your former contact has changed roles.
The customer says, “I’ve just taken over the account. We don’t have anything planned right now.” Here’s one possible response.
“Is the last project complete, or have you decided to handle this work differently?”
What scenario should you practice?
A customer hasn’t placed an order since a project ended. Your former contact has changed roles, and the new person doesn’t know your company well.
Check whether the history is still relevant, understand current priorities, and suggest a next step only if they express a need.
What phrases should you try?
Adapt these to your own words. They’re for practicing an intent, not reciting a script.
- “We worked together on your last project. Are you still the person who handles this?”
- “What’s changed since we last spoke?”
- “Would you like me to send a proposal for this new scope, or should we close this out?”
What mistakes should you look for in the debrief?
Review your phrases in the call report and look for these.
- Making the customer feel guilty for not responding.
- Offering a discount before finding out why they stopped ordering.
- Confusing silence, dissatisfaction, and a lack of need.
What exercise should you do this week?
Practice three variations: the need has ended, there’s unspoken dissatisfaction, or the contact has changed. Keep the same opening and vary your discovery questions. The call report should show whether you uncovered the real reason.
Change only one thing at a time. A simulation doesn’t guarantee results on your real calls. It gives you a place to practice. See call simulations and pricing.
