Playbook / Stage 3–4
Discovery, then agitate
Three or four questions, not nine. React to every answer before asking the next one — the moment it feels like a form, they disengage.
Ask these
Write down every number they give you. You will quote it back in the next stage.
Sir abhi aapke kitne contract chal rahe hain, aur kis kis company ke — HPCL, IOCL, Jio-BP?
Listen for: Number of live contracts and which OMC. This single answer sizes the deal and shapes the demo.
Follow-up Aur sabse bada contract kitne ka hoga sir, lagbhag?
Sir sach batayiyega — site pe kaam khatam hone se RA bill submit hone tak, asal mein kitna time lag jaata hai?
Listen for: Any answer over 3 days is your entire pitch. Write the exact number down — you will quote it back in the agitate stage.
Follow-up Aur usme time zyada kahan jaata hai — measurement mein, ya bill banane mein?
MB sheet aur RA bill banata kaun hai sir — aap khud baith ke, ya koi staff hai?
Listen for: If the owner does it himself: his personal evenings are the cost. If one staffer does it: single-point dependency risk.
Follow-up Aur wo bandaa chhutti pe chala jaaye to billing wahin ruk jaati hai kya sir?
Retention aur security deposit ka hisaab kaise rakhte hain sir — Excel mein hi hai na?
Listen for: Almost always Excel or memory. Money already earned and sitting unclaimed. Emotionally, this is their money being held hostage.
Follow-up Pichhle saal ka kitna retention abhi tak aaya hi nahi hoga — mota mota andaaza hai sir?
Sir abhi purchase bill aur vendor payment ki entry kitni peeche chal rahi hai?
Listen for: Weeks or months of backlog is the norm. This is the pain the AI extraction erases most visibly in a demo.
Abhi chal kis pe rahe hain sir — Tally, Busy, ya Excel pe hi kaam hai?
Listen for: Tally/Busy = they already accept paying for software; sell the gap, not the category. Excel/register = sell the category first.
Follow-up Usme sabse zyada dikkat kis cheez mein aati hai sir?
Agitate
Use their number, never an invented one. Forty seconds maximum.
Sir aapne abhi khud bataya — [X din] lagte hain bill banne mein. Matlab har contract pe [X din] payment late. Saal bhar ka jod lagaiye — paisa aapka hi hai sir, bas aapke haath mein nahi hai.
Use their own number. Do not invent one. Cost of delay is the most persuasive arithmetic on the call.
Aur jab tak entry peeche chal rahi hai, faisle aap purane number dekh ke le rahe hain. Kaam to chal hi jaata hai sir, par pata baad mein chalta hai ki nuksaan kahan hua.
Reframes 'we manage fine' into 'you manage blind'. Never say the word 'blind' to them.
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