Attributes of a Great SE: Part 4
Consultative
Imagine this: a patient walks into a surgeon’s office for the first time. They sit down, take a deep breath, and confidently say, “I’d like to schedule a triple bypass surgery.”
The surgeon pauses for a moment, nods thoughtfully, and replies, “Hold on a sec, let me grab my scalpel!”
Ridiculous, right?! You’d expect the doctor to ask a few questions first: Why do you think you need surgery? What symptoms are you experiencing? Do you even have a heart condition? But instead, they’re charging ahead with zero information, ready to perform a life-altering procedure based on nothing but a request.
This sounds absurd, but it’s surprisingly similar to what happens when an SE skips discovery and jumps straight into a demo! It’s tempting to dive in and start showing features, but without understanding the prospect’s unique challenges, you’re just waving a scalpel around without knowing if surgery is necessary!
A great SE doesn’t just give people what they ask for. They’re consultative! They take the time to uncover what the prospect truly needs and guide them toward the best solution—even when that means challenging assumptions or saying no. Let’s dive into what makes a consultative SE stand out!
Curiosity: The First Step in a Consultative Approach
A consultative SE starts by asking the right questions—not just to gather information, but to really understand the prospect’s business. What are they doing today? Why are they doing it that way? Is there a better way?
One effective technique is the reverse demo. Instead of relying on the prospect’s description of their workflow, a consultative SE might say, “Can we hop on a quick call, and you can walk me through how you’re handling this today?” This simple step accomplishes three big things:
It shows genuine interest in their business.
It uncovers details that might not come up otherwise.
It sets the stage for meaningful conversations about how the software can improve their process.
Curiosity doesn’t just make for better discovery—it helps you build trust and lay the groundwork for more impactful demos.
Knowing When to Push Back
Curiosity alone isn’t enough. Sometimes prospects have deeply ingrained processes or expectations that might not be in their best interest. This is where a consultative SE shines by knowing when to push back!
That said, I didn’t always get this right. Before joining Presales Leader, I spent a year as an AE/SE at a different company. Back then, I had a very... let’s call it “efficient” approach to discovery. More often than not, I’d skip it entirely, figuring I could be fast enough on my feet to show them what they needed to see on the fly. I was practically waving the scalpel around, offering triple bypass surgeries to anyone who’d take them.
Would it be surprising to learn that this method wasn’t particularly successful? Turns out, trying to impress people with quick demos isn’t the same as helping them solve their actual problems. I learned the hard way that slowing down, asking questions, and pushing back when needed isn’t just more effective—it’s essential.
For example, I once worked with a company trying to replace specialized equipment maintenance software with an accounting solution. On paper, consolidating their tech stack made sense, but as we uncovered the complexity of their needs, it became clear that no accounting system would do the job as well as their current tool.
Instead of forcing a square peg into a round hole, we recommended keeping their existing software for maintenance. That honesty helped the company trust us—and it saved them from making a costly mistake.
Setting Boundaries Early
Sometimes pushback happens earlier in the process, especially when a prospect wants to skip discovery and jump straight to a demo. As tempting as it might be to accommodate, a consultative SE knows how to set boundaries while keeping the process collaborative.
In one situation, I had a prospect who wasn’t willing to share much context but still demanded a demo. I pivoted to a quick “greatest hits” overview, explaining, “Let’s use this to decide if it makes sense to dive deeper!” This small compromise helped move the process forward.
Later in discovery, they pushed for more specifics without giving enough information. When one team member said, “Isn’t the customer always right?” I clarified: “This process has to be mutual. You’re deciding if this software is a good fit for you, and we’re deciding if you’re a good fit for the software.”
This wasn’t about being difficult. It was about setting realistic expectations so both sides could make the best decisions—together.
Wrapping It Up
Being consultative doesn’t mean having all the answers or saying no to everything. It means approaching every prospect with curiosity, asking the right questions, and being willing to push back when it matters!
Skipping discovery or blindly agreeing to requests might feel easier in the moment, but it’s a lot like grabbing the scalpel without knowing if surgery is needed. Great SEs don’t just aim to please—they aim to help, guide, and deliver real value!
So, next time you’re tempted to grab the scalpel—pause– and ask yourself, “am I sure they even need surgery?”
