Businesses grow with time and so is the number of inbound calls. In today’s digital age, where customer interactions over online platforms and social media have increased, it has not made any difference in the number of inbound calls a company receive. This is surely a great news for companies trying to meet their sales targets. When a lead calls you, they probably have done their part of research and are willing to buy from you and most of them directly come under qualified leads criteria.
But that’s not it. How well your sales rep handle their call is what matters the most when the prospects decide if they want to do business with your company or not. Customers these days are very educated and already complete their research to shortlist the companies which qualify to suit their requirements. So, you better have sales reps who know more about your product and solutions than your prospect.
Here are 5 tips that will lead your inside sales Managers to convert more inbound calls into sales:
Route Prospects to the Right Sales Rep
Directing the prospect’s call to the first available rep and then putting them on hold while they are transferred to the right person will surely frustrate the caller and they might hang up the phone.
To avoid this, use call routing solutions that make sure that all the inbound leads are automatically routed to the rep who is best suited to answer their needs. For example, if a person is looking to enquire about a particular product, then route them to the rep who is skilled in selling that product. This will definitely help your team in closing more deals.
Be Prepared – View CRM Data at the Time of Call
The lead who is calling up might have contacted your company before. Your CRM will surely have that data which includes past interaction history, a previous purchase, content he/she has downloaded, which email they responded to and which CTAs they clicked on. But the point which I would like to make here is that all this data should be accessed at the exact time when a prospect calls. The moment a rep picks up the call to answer the lead, your CRM should display these details so that he/she is not getting distracted by searching for the details while speaking to the lead.
If the lead has took the pain to call you, then there is a good chance of conversion if you have a meaningful and smart conversation and not making him introduce himself all over again.
Ensure Effective Management of Missed Calls
Missed Calls means Missed Opportunities. And I am sure none of you want that.
When a lead is making all the effort to reach out to you, it is your duty to connect him/her to the most capable sales rep as soon as possible, to take the conversation forward. But when none of the reps are available to take a call due to call traffic, then being an inside sales manager you must ensure that the inbound callers are able to leave a voicemail, no matter which number of your company they call on. If your inside sales representatives are not in the office at some point, then make sure that the system route the calls to their mobile phones.
Qualify Prospects by Asking the Right Questions
In case of an inbound lead, the customer has already shown interest in your value proposition and needs to validate if your offering suits their requirements. But not all the incoming leads are important to you. Some of them might not be a good fit and further discussions would simply be time wasted for both of you . So instead of wasting your productive time with leads of these kinds, first make it a point to understand if they are suitable enough as your prospects. Create a BANT (Budget, Authority, Needs and Timeline) qualification process wherein you can identify and interpret if the caller qualifies as your prospect. Ask all the required questions to dig out the BANT details and remember the qualification would only happen if all these four criterias are met. For instance , if the caller does not have the monetary budget to afford your product/service, then it doesn’t make sense to take the discussion further.
Always Go for the Email
It is surely in your favor when a prospect decides to call you. But not all deals close in one single conversation. So, it is crucial to follow up by sending emails in the further process. So, make it a habit to ask for the caller’s email ID in the first few minutes of the call itself. Email is the best way to follow up with the lead. Note down what you discuss with the lead when you first answer his call and then use the content of the discussion in your follow-up emails. Sending regular follow up emails will enable you to remain on the top of your prospect’s mind, thus increasing your chances of conversion.
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