Lorikeet Sales Team Playbook

1. Intro Call Format

All Discovery, No Pitch

The first call is about them, not us. Your job is to qualify and understand—never pitch.

The Core RAMPD Principle

We have a bad habit of jumping to pitch a solution as soon as an opportunity is presented. The fix: ask one more round of questions than feels necessary before showing anything. Keep asking questions, shorten your talking patterns, and learn much more before pitching.

Structure (30 min)

Discovery Questions Framework

Pain (I)

• "Walk me through what happens when a customer contacts support today."
• "What's the hardest ticket type for your team to handle?"
• "What breaks first when ticket volume spikes?"

Metrics (M)

• "What does good look like for your support team this year?"
• "How do you measure CX success—CSAT, resolution time, cost per ticket?"
• "If you could wave a magic wand, what number changes?"

Decision Process (D2)

• "Who else would need to weigh in on a decision like this?"
• "What's your timeline for making improvements here?"
• "How have you made platform decisions like this before?"

Good Discovery Looks Like This

From tape reviews of excellent discovery calls:

• Challenge assumptions: "Is that validated? Because I think a lot of people just call."
• Get them to role-play: Have them walk through an actual customer call as if they were the customer.
• Surface blind spots: "Do you have the attribution set up to know that if this person called and then clicked, you can track the conversion?"
• Ask about perception: "From a customer point of view, do they think of X and Y as separate brands?"

What NOT to Do

RAMPD: What to Adopt vs. What Doesn't Fit Our Style

Our alternative: "Does this look different to you than what you've seen from other vendors?" — acknowledges competitive market, pulls out differentiation.

Closing the Intro Call

"Based on what you've shared, I think there's a strong fit here. The best next step is to show you Lorikeet handling [specific problem they mentioned]. Can we get 45 minutes on the calendar this week for a demo?"

Always book the demo before ending the call. If they resist, that's qualification data.

2. Demo Format

Immediate Action & Feature Pitches from Questions

Use demo time to show the product working, not explain the product. Engage the main contact directly rather than presenting at them.

Pre-Demo: Sandbox Already Exists

Demos are created ahead of time using /create-demo [Company] and sent to the prospect before the call. By demo day, they should already have:

• Branded sandbox with their knowledge base scraped
• Voice + chat channels configured
• A provisioned phone number they can call
• 150+ ticket stress test completed
• Landing page deployed to share internally

Your job on the demo call is to show it working, not set it up.

Demo Structure (45 min)

The "Question-Driven Demo" Technique

Never present a roadmap of features. Instead:

1. Summarize their pain point from discovery
2. Say: "Let me show you how we handle that"
3. Demo the solution in their sandbox
4. Pause: "Does that match what you were thinking?"
5. Let them ask the next question → show that feature

Sandbox Demo Tactics

• Use their brand colors (sandbox is already personalized)
• Show realistic tickets generated from their review data
• Run a live test during the call—let them watch AI respond
• If voice enabled, call the number together

Handling "Can it do X?"

Never BS. Honesty builds trust faster than overpromising.

Set Up Future Cadence

Your life will be much easier if you:

• Schedule the kickoff call at the end of the demo
• Schedule regular check-ins at the end of the kickoff call
• Set up a Slack channel for communication as soon as possible

3. Schrödinger's Deal

Ask Directly & Avoid 2nd Place

A deal exists in a superposition of won and lost until you measure it. Your job is to collapse the waveform—ask directly.

Direct Questions

Be direct. Not manipulative, not scripted—just direct.

On Timing

• "What would need to happen for you to sign this quarter?"
• "If we solved [blocker], would you be ready to move forward?"
• "What's a realistic close date?"

On Competition

• "Who else are you evaluating?"
• "Where are you leaning right now?"
• "What would make us the obvious choice vs. [competitor]?"

On Priority

• "Is this still a priority for your team?"
• "Things have gone quiet—did something change on your end?"
• "Are there concerns we haven't addressed?"

Avoiding 2nd Place

Second place = first loser. Tactics:

1. Multi-thread aggressively — Single-threaded deals lose when your champion gets busy
2. Get to power early — Economic buyer (E) should be engaged by call 3
3. Create competitive separation — Generate competitive doc showing clear differentiation
4. Control the POC — Run the evaluation; don't let them "try it internally"

The 30-Day Paper Rule

"If contract hasn't started legal review, you're minimum 30 days from signature."

Paper process (P) is consistently the weakest qualification point. Ask early:

• "Walk me through your procurement process"
• "What does legal review usually look like?"
• "Are there security questionnaires we should start now?"

4. Tsunami

Drive Testing & POC from the Selling Side

Don't wait for them to test—deliver a working sandbox, flood them with value, and make inaction feel like missing out.

What Is Tsunami?

A 60-day, multi-stakeholder engagement sequence that you control. Key principles:

• Proactive: You drive the timeline, not them
• Multi-threaded: 4 stakeholders minimum (COO, Head of CX, CEO, CTO)
• Value-dense: Every touch delivers something useful
• Automated: 90%+ of touches are generated/scheduled automatically

Tsunami Launch Sequence

Day 1: Sandbox Delivery

Run /create-demo [Company] — generates:

• Branded sandbox with scraped knowledge base
• Voice + chat channels
• Provisioned phone number
• 150+ ticket stress test completed
• Landing page deployed

Days 2-14: Prove Value

What Did I Do With My Deal Today?

If you're wondering what to do to move a deal forward, pick from this list:

Engagement Scoring

Score > 100: Accelerate sequence, add CEO personal call
Score < 20 after 14 days: Switch primary contact or approach

Key Tsunami Principles

1. You own the POC timeline — Don't ask "when can you test?" Deliver the sandbox and say "try calling this number."
2. Multi-stakeholder from day 1 — COO, Head of CX, CEO, CTO all get touches. Single-thread = single point of failure.
3. Every touch has value — No "just checking in" emails. Every message delivers content.
4. Founder activation built in — Steve, Jamie, Isharna scheduled automatically.

5. MEDDPICC + 5 Proof Points

Parallel Scorecard

Run two scorecards in parallel. MEDDPICC is about discovery—qualifying whether the opportunity is real. Proof Points are about persuasion—proving we can win it.

MEDDPICC: Discovery & Qualification (8 Elements)

MEDDPICC answers: Is this a real opportunity? Goal: 8/8 before forecasting to commit.

Qualification Thresholds

5 Proof Points: Persuasion & Proving Value

Proof Points answer: Can we win this? After MEDDPICC 8/8, prove we're the right choice. Goal: 5/5 before deal is "ready to close."

Sample Deal Scorecard

Deal Health Signals

Appendix: Key Learnings from Sales Weekly

Recurring patterns from deal reviews: