Vocabulary
8 key words for this lesson
RECOMMEND
To suggest something as the best choice for someone.
Before I recommend a plan, I need to understand what you're looking for.
PROBLEM
A situation that causes difficulty or needs to be fixed.
Our main problem is that our tools don't connect with each other.
PRIORITY
The thing that is most important and needs attention first.
What's your top priority right now — saving time or cutting costs?
GOAL
Something you want to achieve or reach.
Our goal is to get better visibility into what the team is working on.
FIT
The right match for someone's needs or situation.
It's a great fit for teams that want something powerful but easy to learn.
OPTION
One of the choices available.
What option would you suggest for a team of about twelve people?
NEED
To require something — it is necessary or very important.
We need a tool that is simple enough for everyone on the team to use.
SOLUTION
An answer or fix to a problem.
Is there a solution for teams that already use three different apps?
Phrases
6 phrases and their meanings
WHAT ARE YOU LOOKING FOR
Ask a customer what they want or need — the key opening question in any needs discovery conversation.
Before I show you anything, what are you looking for in a project management tool?
WHAT'S YOUR MAIN PRIORITY
Find out what the customer considers most important.
What's your main priority right now — saving time, cutting costs, or better collaboration?
WHAT WOULD MAKE THIS A SUCCESS FOR YOU
Ask the customer how they would know if the product or service was working.
What would make this a success for you six months from now?
HAVE YOU TRIED ANYTHING BEFORE
Find out what solutions the customer has already tried and what didn't work.
Have you tried anything before, or is this the first time you're looking at this kind of tool?
BASED ON WHAT YOU'VE TOLD ME
Use this to transition from listening to recommending — show you were paying attention.
Based on what you've told me, I'd suggest the Growth Plan.
WOULD THAT WORK FOR YOU
Check whether your suggestion fits the customer's needs before moving forward.
The starter plan covers everything you mentioned — would that work for you?
Videos
Watch these terms used in context
Dialogue
Read the dialogue and hover the blue words for definitions
Riley
DanaThanks for making time, Dana. Before I recommend a plan, I want to make sure I understand what you're looking for.
Of course. Right now our main problem is that our team uses five different tools and nothing connects.
I hear that a lot. What is your top priority — saving time, cutting costs, or making it easier to work together?
Saving time, for sure. We waste hours every week just trying to track what everyone is doing.
So your main goal is better visibility into what your team is working on?
Exactly. And whatever we choose needs to be simple — that's non-negotiable for us.
That's where Brightline stands out. It's a great fit for teams that want something powerful but easy to learn.
Good to hear. What option would you suggest for a team of about twelve people?
I'd suggest the Growth Plan — it has everything you need without the extra features you'd never use.
And is there a solution for the fact that we currently use three different apps for tracking?
Yes — Brightline connects with most of the tools you're already using, so you don't have to give anything up.
That's exactly what we needed to hear. Let's move forward.
Exercises
Complete all three exercises to see your final score
Matching
Click a word, then click its correct definition.
Click a word on the left, then its definition on the right.
Words
Definitions
Fill in the Blank
Drag the correct words from the word bank to complete each sentence.
Sentence 1
Before I— — —anything, I want to understand what you're looking for.
Sentence 2
Our main— — —is that our tools don't connect with each other.
Sentence 3
What is your top— — —right now — saving time or cutting costs?
Sentence 4
Our— — —is to get better visibility into what the team is working on.
Sentence 5
It's a great— — —for teams that want something powerful but easy to learn.
Sentence 6
What— — —would you suggest for a team of about twelve people?
Sentence 7
We— — —a tool that is simple enough for everyone to use.
Sentence 8
Is there a— — —for teams that already use three different apps?
Tip: Think about the meaning of each word and what makes sense in the sentence.
Multiple Choice
Choose the best answer for each question about the dialogue.
1.What does Riley want to do before recommending anything?
2.What is Dana's main problem at work?
3.What is Dana's top priority?
4.What is Dana's main goal, according to Riley?
5.What does Dana say is non-negotiable?
6.Which plan does Riley suggest for Dana's team?
7.How does Riley describe Brightline?
8.What solution does Riley offer for Dana's multi-app problem?
Group Activities
Role-play scenarios and discussion questions for group classes
🎯 Choose the Best Response
Work in groups. Read the customer's line, then discuss which response (A, B, or C) is best. Choose your answer together, then click to see if you were right — and why.
Customer says
“I'm not sure what I need — we have a few different problems.”
Salesperson responds…
Customer says
“What would you recommend for a team our size?”
Salesperson responds…
Customer says
“We tried something similar before and it didn't work out.”
Salesperson responds…
Customer says
“We already have a solution for that.”
Salesperson responds…
🔗 Customer Profile Match
Good discovery starts with the right type of question. Read each customer situation and decide which question approach is best — open and broad, problem-focused, or timeline-focused. Use phrases from this lesson to justify your choices. Click 'Check Matches' when you agree.
Plans / Options
Open, broad questions
Start wide: 'Tell me about how your team currently works.' or 'What would better look like for you?' Good for contacts who are still exploring and haven't defined a problem yet.
Problem-focused questions
Go straight to the pain: 'What is the biggest challenge you are trying to fix?' or 'How is that affecting the team?' Good when the customer has already named a problem and wants to feel heard.
Timeline-focused questions
Focus on urgency and next steps: 'When do you need this in place?' or 'What happens if you don't have a solution by then?' Good for contacts who are already decided and moving fast.
Customers — which plan fits each one?
Omar
Omar is a marketing director who was referred to Brightline by a colleague. He hasn't thought much about the specific problems he wants to solve — he's just curious. He's open to the conversation.
Sarah
Sarah emailed to say her team 'keeps missing deadlines and losing track of client feedback.' She knows exactly what her pain is. She wants to feel understood before she hears about any product.
James
James mentioned that his company is switching tools 'before the end of Q3.' He has a deadline and needs to move quickly. He doesn't have time for a long discovery process.
✏️ Finish the Salesperson's Line
The salesperson's line has been cut off. As a group, discuss how you would finish it. Try to use vocabulary from this lesson. There is no single correct answer — compare your ideas, then click to see one possible answer.
Customer
“I'm not sure which option is the right fit for us.”
Salesperson
“I understand — before I recommend anything, can I ask what …”
Customer
“We have been trying to solve this problem for months.”
Salesperson
“I can imagine how frustrating that is. What solutions have you …”
Customer
“My team is resistant to trying new tools.”
Salesperson
“That is a really common challenge. The good news is that …”
Customer
“Can you just tell me which plan to go with?”
Salesperson
“I want to make sure I give you the right recommendation. The most important thing is your …”