When a call is made by a lead, it means that they have probably done their research and are interested in buying from the business. But, just because they are interested in buying from a business doesn’t mean that the deal will close. The outcome will be determined by how the call is handled by the sales representative.
These days, customers are well-educated and complete a thorough research to select companies that meet their requirements. This means that the leads are coming in warm and it is up to the sales representative to convert these warm leads into hot leads. In other words, it is up to the sales representative to seal the deal when a lead calls them.
In this article, we’ll highlight top 10 inbound calling tips that can help sales representative convert warm leads to hot.
1. Stay Prepared
A lead who is calling a sales representative might have interacted with the business before which means that their basic information will be available. Even the name of the lead, location or business name can help a sales representative get prepared for the call.
The lead may have given more information about themselves when they interacted with the business through email. That information should be put to work. When the phone rings, all the information about the lead should be used to provide a personalized experience to the lead.
2. Build Up the Product Knowledge
Servme recommends sales representatives to use every available tool at their disposal to strengthen the interest of customers. Price points, features, benefits, and ROI of the product should be memorized so that they can be highlighted when a customer asks for more information about a product.
3. Route Calls if Required
A call of the lead should be routed to the department or person who can best handle their needs. For example, sales can provide a product demo, but if a lead has a more technical question, the call should be routed to a person who has the sound technical expertise to answer the question of the lead.
4. Determine if Leads are Qualified
Not all the leads that are calling a sales representative are important for the business. Therefore, it is important for a sales representative to determine if the company even provides the solution the lead is looking for. A sales representative can ask a prospect about what they have in mind. This will help them determine whether the lead is qualified or not.
5. Record and Analyze
It takes time to develop inbound calling skills. But, the best part about the work is that a person can recognize their faults and learn from their mistakes. When a lead calls a sales representative, the representative should record the call and later listen to it. This can help a sales representative figure out any mistakes made during the call and work on them to improve their inbound calling skills.
6. Develop a Relationship with the Lead
Callers shop around for products or services, but they ultimately choose the business that shows to them that it is interested in developing a strong relationship with them. To build a relationship with the lead, a sales representative must listen and understand the issues of the lead so that they can offer them a solution.
7. Tone of Voice
The tone of voice of a sales representative is crucial. A sales representative should never speak in a monotone voice as it isn’t exciting and can affect the sale. The pitch should be varied. When a sales representative wants to stress a significant point, they should raise their pitch. When a serious topic is being discussed, the pitch should be lessened.
8. Manage Missed Calls
Inbound callers should be able to leave a voicemail in case there’s no one there to answer their calls. If there’s no system in place to manage missed calls, the business will miss countless opportunities of converting potential leads into customers.
9. Follow-up Email
A sales representative may not be able to close the deal in just one call. Therefore, it is important to send follow up emails to keep the prospect engaged. If the lead hasn’t provided their email address before, then the sales representative should ask for it during the call to ensure that they remain on top of their prospect’s mind by sending follow-up emails.
10. Focus on Pain Points
A sales representative should keep the focus on the pain points of the lead instead of the product. They should provide the information to the lead without promoting their product to come off as someone who is genuinely interested in helping people.
Sawaram Suthar is head of marketing at Acquire, and also a founder of Jagat Media, a digital marketing agency. A digital marketing consultant, he has experience in things including branding, promotions and page optimization, along with research and strategy. He has an MBA from the University of Pune. Anyone can find him on @sawarams.