IT sales leads often come in the form of phone calls. Facilitating conversion or at least getting potential clients further along the sales funnel can be better accomplished with strategic phone protocols. Following are five tips to help you keep your phone sales game is at its peak:
Answer Phones Promptly
Your IT sales leads shouldn’t be left waiting on the line. You want them to call your business and immediately get a knowledgeable, appropriate representative on the line. The larger your business gets, the more complicated this becomes. However, managing it is worth the cost of hiring additional staff. You shouldn’t have phones ringing off the hook unless you’re experiencing an actual emergency. Otherwise, aim for more than three rings before phones are answered, and minimize transfer times.
Provide Sellers Guidelines (Scripts aren’t Evil)
Many consider call scripts to be bad because they result in zombie-like sellers who don’t deviate, and it sounds robotic. You’ve got to train representatives to refer to the scrip and to creatively employ it rather than using it to think for them. A call script should contain key talking points rather than a conglomeration of lines to be memorized. So, design your script as an outline. Include a greeting section, a section for identifying issues, a section for pitching solutions, a section highlighting appropriate upsells, and a closure section. But, encourage your salespeople to value human interaction over “sticking to the script”. Use training to enforce the notion that this is merely a guideline to facilitate conversations that can lead to better sales conversions.
Institute Periodic Sales Training and Optimization
You need to train your people to pilot the phones as they should. For a variety of reasons, this training is not a one-and-done solution, but rather should be done on an ongoing basis. Your business is in continual development, so you’ll be acquiring new products and services to feature in sales pitches. You’ll need to roleplay with some sellers to help them understand the best ways to discuss these with potential clients. So, aim for an initial phone sales training exercise and schedule refreshers at strategic intervals.
Monitor Calls for Quality Assurance Purposes
Record all incoming and outgoing calls and monitor them in an ordered manner. If your employees have multiple calls in a day, monitor the long one. Every seller should have calls monitored. You need to encourage good behavior and discourage poor technique.
Design an Efficient, Effective Follow-Up Process
Whenever you have inbound calls, you want to make it possible to facilitate additional contact. Combine training, quality assurance, and research to find the best solutions for your team. For example, you could make acquiring an email address as part of your call-flow process.
IT sales leads encountered via telephone can be lucrative, but you’ll have to be strategic to maximize them. Monitor calls, design processes of follow up, periodic training, call-flow guidelines, and call pickup goals. Steps like these will likely increase conversions.