Virtual Assistant Discovery Calls: A Guide to Building the Perfect Client Relationship

The discovery call is the first substantive conversation you have with a prospective client. In the virtual‑assistant world, it’s often a free consultation that helps both parties decide whether they’re a good fit. A discovery call isn’t just a sales pitch; it’s a structured conversation designed to uncover needs, determine compatibility, and lay the groundwork for a successful partnership. This post explores what a virtual assistant discovery call is, why it matters, how to run one, and the do’s and don’ts for making a great impression.

What is a Virtual Assistant Discovery Call?

A discovery call is a pivotal first conversation where the virtual assistant and potential client discuss goals, challenges, and expectations. It serves two purposes: to help the assistant understand the client’s needs and to allow the client to see how the assistant’s services might solve their problems. Rather than going straight into a contract, you have a chance to learn about the prospect’s business, evaluate whether you can truly help, and showcase how you might work together.

Why It’s Important

Discovery calls are more than polite introductions. They are critical for building trust and ensuring that both parties are aligned before any work begins. According to Clari’s sales guide, discovery calls help businesses identify qualified leads, gain a better understanding of customer challenges, and tailor their approach to meet each prospect’s needs. In the context of virtual assistance, these benefits translate into:

• Assessing fit – Are you the right person to help? Does the client have realistic expectations and a budget for your services? A discovery call lets you answer these questions before investing significant time.
• Establishing rapport – Building a personal connection early fosters trust. A strong relationship increases the likelihood of long‑term collaboration.
• Clarifying scope – Understanding what tasks are needed and how they align with your strengths allows you to propose a clear plan and pricing structure.
• Saving time – Not every lead will be a good fit. A concise call helps you identify mismatches quickly and politely decline before either party commits resources.

How to Conduct a Discovery Call: Step‑By‑Step

Use the following six‑step framework, adapted from Clari’s discovery‑call process, to guide your virtual assistant discovery call:

1. Do your research – Before the call, learn as much as you can about the client’s industry and business. Research their website, social media, and competitors so you can ask informed questions.
2. Set a clear agenda – At the beginning of the call, introduce yourself and explain what you hope to accomplish. Clarifying the purpose sets expectations and keeps the conversation focused.
3. Build rapport – Create a two‑way conversation. Use open‑ended questions such as “What challenges are you facing?” or “What are your goals for this year?” to encourage the prospect to talk. Demonstrate empathy and listen actively; studies show that customers speak during 57% of successful discovery calls.
4. Explore pain points – Dig deeper into the client’s frustrations. Ask what specific issues they face and how those challenges impact their productivity or strategic goals. Understanding the consequences allows you to position your services as a solution.
5. Present your solution – Once you’ve identified pain points, explain how your services address them. Reiterate the client’s challenges and focus on the value and benefits you provide rather than a long list of features. Use short case studies or testimonials if you have them.
6. Review and follow up – After the call, review what went well and where you can improve. Send a personalized follow‑up email summarizing the discussion, providing any promised resources, and outlining next steps. This demonstrates professionalism and keeps momentum.

Questions to Ask During the Call

Rachel Gibbs, a virtual‑assistant coach, suggests focusing your questions on both the person and the business. She recommends starting with a human connection, “Tell me more about you”—before diving into business details. Some of her suggested questions include:

• “Tell me more about your business and the work you’re doing.” Research beforehand, but invite them to share specifics you won’t find on their website.
• “What is the #1 frustration you’re experiencing in your business right now?”  This shifts the conversation toward why they might need a virtual assistant and highlights tasks you could handle.
• “How can I help with [insert frustration]?” Position yourself as the solution by discussing how your services can address their pain points.
• “What would a successful partnership look like for you?” This helps clarify expectations about communication, deliverables, and hands‑on involvement.
• “What other questions do you have for me?” An open‑ended ending invites further discussion and shows that you value the client’s perspective.

By asking thoughtful questions, you demonstrate interest in the client’s success and gather the information needed to craft a tailored proposal.

Do’s and Don’ts of Discovery Calls

Conducting a successful discovery call involves more than asking questions. Follow these best practices from Clari’s do’s and don’ts and Desire to Done’s calm‑call checklist:

Do’s

• Prepare and practice – Research the client’s business, create a script or outline, and print out your questions so you don’t forget anything. Preparation reduces nerves and allows you to listen rather than worry about what to say next.
• Listen attentively and show empathy – Let the client talk. Show genuine interest in their challenges and goals, and reflect back what you hear.
• Use open‑ended questions – Questions beginning with “how,” “what” and “why” encourage clients to share deeper insights.
• Tailor your approach – Avoid a one‑size‑fits‑all script. Adapt your questions and solutions to the client’s situation.
• Create a comfortable environment – Find a quiet space for the call and allow time before and after so you’re not rushed. Have water nearby and remember to breathe.
• Set expectations and articulate value – Clearly explain how your services will address the client’s pain points and align with their goals.
• Follow up – Send a recap of key points and next steps after the call.

Don’ts

• Don’t dominate or interrupt – Allow the client to finish their thoughts; avoid monopolizing the conversation.
• Don’t make assumptions – Never assume you know what the client needs; ask clarifying questions instead.
• Don’t overwhelm with information – Present your services concisely and focus on benefits rather than a long list of features.
• Don’t pressure or oversell – Respect the client’s decision‑making timeline and avoid pushing for immediate commitment.
• Don’t forget the call is mutual – Remember that you are evaluating the client just as they are evaluating you. It’s acceptable to decline a project if it doesn’t align with your expertise or values.

Conclusion

A well‑executed discovery call sets the foundation for a productive and long‑term virtual assistant relationship. By researching the client, asking the right questions, listening closely, and presenting tailored solutions, you demonstrate professionalism and build trust. Equally important are the follow‑up and the willingness to walk away if the partnership isn’t right. Treat every discovery call as an opportunity to learn about your client, your business, and yourself.