MODULE 07 / 08 · 12 MIN
Consultative Discovery & Objection Handling Playbook
Reframed discovery questions and defensive-to-offensive objection responses.
Key intelligence
- 1
Ask about process, not product: “How do hours get from the field into payroll today?”
- 2
Quantify pain in their numbers before mentioning features.
- 3
“We use WhatsApp” → reframe to compliance, record-keeping and noise.
- 4
“Too expensive” → anchor on leakage already being paid every pay period.
Reframed discovery
Question bank by persona
Instead of
How do you currently schedule your field staff?
Ask
“When last-minute schedule changes occur across your job sites, what is your process for confirming every tech saw the update without texting personal phones or violating local labor notification laws?”
Uncovers: Scheduling friction · notification compliance
Instead of
Do you use GPS tracking?
Ask
“How do you verify field clock-ins at job sites today, and what mechanism do you use to capture legally required employee consent for location monitoring in states like NY or CA?”
Uncovers: Time leakage · monitoring consent
Instead of
Do you have trouble covering shifts?
Ask
“Walk me through the last time someone called out at 5am — who found the replacement, how, and how long did it take?”
Uncovers: Coverage gaps · manager time
Defensive → offensive