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I'm about to jump on a discovery call with a mid-sized e-commerce company. They said they're struggling with customer retention. How should I open the call?
You
Start by setting a collaborative tone. You could say: "Thanks for taking the time today. I’d love to understand more about your current retention challenges and what you’ve already tried, so we can see if there’s a meaningful way we can help." Then ask an open-ended question like: "What does customer retention look like for you today, and where do you feel it’s breaking down?" Your goal is to get them talking 70% of the time.
Assistant
They mentioned repeat purchase rates have dropped 15% this quarter. They're not sure why. How do I dig deeper without sounding pushy?
You
Use curiosity, not pressure. Try this: "That’s a significant shift. When did you first notice the decline?" "Have there been any changes in acquisition channels, pricing, or customer experience around that time?" Then mirror their language and summarize: "So it sounds like acquisition volume stayed steady, but repeat engagement dropped after the pricing update — is that right?" This positions you as analytical, not aggressive.
Assistant
If they admit they don’t have clear data on why customers aren’t returning, how can I position our solution without jumping into a hard pitch?
You
GPT-5.2
