The reason you're there. “What made you guys decide to have someone out about the project?” — an open question that starts with their decision to call, not with your checklist. Discovery opens wide first and layers second; the rep who opens with product questions has started presenting to people he doesn't understand yet.
The short answer
“What made you guys decide to have someone out about the project?”
The documented discovery opener.
From there the sequence is open questions first — what have you been noticing, how many times has it leaked, where, has anybody repaired it — and then layering: following the answers that carry weight. Notice what the opener protects you from: assuming. The rep who walks in thinking I know exactly what these people need is the rep the training warns about — discovery exists because that assumption is how sales get sold wrong.
How it runs
The appointment itself is evidence: something changed, or they would not have called. The “why now?” question — asked in its natural forms, not recited — belongs early enough to aim everything after it, because the trigger behind the appointment is usually connected to the motive that will decide it. Discover what they want to change, discover what matters most, and write down their exact words as they come. Discovery gives you the presentation — but only if you leave it with their language, not your summary of it.
The moves in this guide are graded in Spar's rounds — Round 1 is free, the full camp is $29/month. Spar before you knock.