Getting a Qualified LeadGetting a Qualified Lead

By: Troy CordellBy: Troy Cordell

Be a PRODUCTIVE employee.ENJOY your new career.Have the ABILITY to GROW with the company.

At the birth of a great company lies a great mission statement. With that mission statement in place, follows a vision. That vision is the path of -- success, prosperity, and respect.

It is very vital that the individuals whom make up the company’s foundation are the right fit. The chemistry must mix; unlike oil and water. The relationship, personality, and professionalism; all must be a perfect mixture.

Sound judgment lies within our selection process.

VISION: To level the playing field for small businesses.

MISSION: To be the leading supplier of cost effective, easy-to-use technology empowering small businesses

VALUE PROPOSITIONS:

1.Cost Effective2.Unrival Reliability3.Plug-and-Play4.Painless Support + Upgrades5.Grows your Business

Wain Kellum President

Mark Lefar CEO

Kyle Johnson VP, Sales

Ask Fact finding questions to get to the root of the NEED…

a. Background – Gather data and facts about the DMb. Problem – Explore difficulties and dissatisfactions in areas where our product can helpc. Effect – Future assessments d. Solution Benefit – Resolution

1. Scheduled Call Back’s Check your “To Due”/ “Reminders”-- daily. What is in your PIPE LINE?

2. Quality Control check listsSHINE: Smile, Hear, Interact, Accuracy, Nurture, Exceed

3. Business Contributing factors Follow all procedures pertaining to both company methods.

4. Customer Retention Remember your tone of voice, manners, and kindness over the phone.

5. Customer Advocate Put yourself in the user’s shoes!

6. Plan of ActionAlways have an agenda on every call and plan your call!

a. Identify DM b. Ask 11 Qualifying Questions c. Transfer to Lead

7. Reading ClientsMatch you DM’s tone of voice, pace, and knowledge in VOIP.

8. Quality & EmpathyHave a great call with lots of energy. Say I’m sorry. If the DM is having problems.

9. “Find the need”What is the PAIN! Give the Benefit. What will ameliorate the business?

10. OwnershipTake Ownership of the call, do not provide too much information; but not too little! Remember it must go to a Consultant!

LINES

VS

EXTENSIONS

4 Functions:4 Functions:

PlanningPlanning OrganizingOrganizing Leading Leading

Controlling resources to Controlling resources to reach company goalsreach company goals

Roles of a Technical Roles of a Technical Representative:Representative:

   InterpersonalInterpersonal DecisionalDecisional TechnicalTechnical AdministrationAdministration Conceptual—to see the Conceptual—to see the

company as a whole.company as a whole. InformationalInformational

Strategic Planning:

•Develop a vision----to be the best company•Written mission statement—what is the business?•Perform SWAT analysis—strengths/weaknesses/attributes/threats•Develop forecasts—what is to come •Analyze competition•Establish goals and objectives-where do we need to be daily/monthly/quarterly/yearly•Develop an action plan

SMARTSMART    S-Specific: Name the goal the Tele Sale Rep. should achieve or S-Specific: Name the goal the Tele Sale Rep. should achieve or

skill(s) to improve skill(s) to improve    M–Measurable: Define the criteria that will determine goals that has been M–Measurable: Define the criteria that will determine goals that has been achieved achieved    A–Attainable: Set a goal that can be reachedA–Attainable: Set a goal that can be reached    R–Relevant: Identify which individual, business, or department will be R–Relevant: Identify which individual, business, or department will be impacted by impacted by

achieving the goal.achieving the goal.    T–Time-Bound: Determine the time frame and deadline for reaching the T–Time-Bound: Determine the time frame and deadline for reaching the

goal.goal.    **********150 CALLS and 1 LEAD A DAY ********************150 CALLS and 1 LEAD A DAY **********

6 Key Elements of Success

•Maintain a positive attitude.1.Smile when you dial2.Don’t dwell on rejection or personal things

•Set goals and set BIG goals!1.Put them in writing2.Goals can be anything3.Keep a reminder of them

•Learn something new every day.1.Guidelines, M&P’s, Products, etc.2.Learn from every call3.Supervisor feedback, and coaching

•Believe that your COMPANY is a GREAT company to work for!

•Manage your work load.1.Multi – task (read all emails ASAP) listen during meetings2.Organizational Skills (emails, paperwork, call backs)

1.100% Exceptional Customer Service

100% Exceptional Customer Service in Sale Calls

Pre- Call:•Access client motivations or industry•Anticipate questions and objections•Rehearse call opening and/or scripts

Call:•Open the call, Identify yourself and VBS•Identify DM and get past GK•Set expectation to speak with consultant•Gather information, 11 Q’s?•Listen actively, Find the PAIN•Overcome objections, Give Benefits

Post Call:•Evaluate the call (self, with peers, or with management)•Identify areas where the call was managed well•Determine opportunities for improvement•Follow up, follow up, follow up

UnderstandingUnderstanding1.1. Number OptionsNumber Options2.2. Extension OptionsExtension Options3.3. Add-On FeaturesAdd-On Features4.4. Desktop Plug-in’sDesktop Plug-in’s

SPARKS – Stand in your customer’s shoes

a. Consider the situation from the customer’s point-of-viewb. use empathy

P – Project your willingness to helpa. Tone of voice

b. Body language,c. Choice of words

A – Attentively listena. Resist distractions

b. Paraphrasingc. Encourage the customer to talk

R – Relate to the customer and the situationa. Appreciate something the customer said or done

b. acknowledge the customer situationc. Assure the customer of good service

K – Keep it positivea. Focus on positive factors only

b. Be confidentc. Treat the customer with respect

Job analysis - study the tasks and dynamics involved in performing your jobJob description - describe the job you will perform –GET A QUALIFIED LEAD!

STARTING TROUBLESHOOTING – How to get a Qualified Lead?

Dimensions – describe the knowledge, motivations, and behaviors associated with success or failure in a job. That is why S.T.A.R. is a fundamental tool of use.

S – Situation… What is the situation/problem/issue the DM is telling you?T – Task… In order to help the DM; what information do I need?A – Action… How will I fix the issue, how do I use my knowledge and training?R – Result… 11 Q’s?, 150 outbound calls, 1 qualified lead per day

Adjusting your STYLE!Adjusting your STYLE! Most people's sales conversations could be better. Not a little Most people's sales conversations could be better. Not a little

better, significantly better. I see too many professional services better, significantly better. I see too many professional services providers fall into the same traps:providers fall into the same traps:

You talk too much, leaving the prospect with the impression that You talk too much, leaving the prospect with the impression that you don't understand their business, their industry, or their needs.you don't understand their business, their industry, or their needs.

You grill the prospect with questions, making them feel like they You grill the prospect with questions, making them feel like they are at the police station with a spotlight shining on them.are at the police station with a spotlight shining on them.

You talk too little, letting the prospect control the conversation.You talk too little, letting the prospect control the conversation. You are over eager, and the prospect can smell your desperation a You are over eager, and the prospect can smell your desperation a

mile away.mile away. You talk about your services as if they are commodities, leading You talk about your services as if they are commodities, leading

the prospect to simply buy based on price.the prospect to simply buy based on price. You are unprepared, and the prospect wonders why they are You are unprepared, and the prospect wonders why they are

wasting their time with you.wasting their time with you. You are uncomfortable talking about money, and the second a You are uncomfortable talking about money, and the second a

price objection comes up you cave and start discounting.price objection comes up you cave and start discounting. The fact is there are endless ways to goof up a sales conversation, The fact is there are endless ways to goof up a sales conversation,

and most sellers make major mistakes each and every time they and most sellers make major mistakes each and every time they talk with a prospect.talk with a prospect.

F – Follow objective criteria…remember your call flow; control the callA – Avoid assumptions… have the knowledge or use your tools; know where to find the information you need, apply logical thinkingC – Comply with policies, procedures, and management over-siteT – Treat situations consistently… Remember what, where, how, why..

Improve Your Sales ConversationsImprove Your Sales Conversations 1. 1. Build rapportBuild rapport: Before you ask questions to get the buyer to open up or talk about how you can help, you : Before you ask questions to get the buyer to open up or talk about how you can help, you

have to build rapport. All else being equal, people buy from people they like. Be likable and build strong have to build rapport. All else being equal, people buy from people they like. Be likable and build strong relationships, and you'll find your sales conversations will go much more smoothly.relationships, and you'll find your sales conversations will go much more smoothly.

2. 2. Uncover aspirations and afflictionsUncover aspirations and afflictions. If you've ever read any piece of sales advice, you know you need to . If you've ever read any piece of sales advice, you know you need to ask questions to uncover the prospect's pain. That's a given. But what most advice doesn't include is how to ask questions to uncover the prospect's pain. That's a given. But what most advice doesn't include is how to harness the power of aspirations. Your job is not only to uncover the prospect's needs and pains, but it's to also harness the power of aspirations. Your job is not only to uncover the prospect's needs and pains, but it's to also uncover their aspirations and goals. Get your prospect to open up and share their hopes, dreams, and desires uncover their aspirations and goals. Get your prospect to open up and share their hopes, dreams, and desires and then show how you can help them achieve their goals.and then show how you can help them achieve their goals.

3. 3. Make the impact clearMake the impact clear. If you don't make the business case, you won't make the sale. You can do . If you don't make the business case, you won't make the sale. You can do everything else right, but if the prospect doesn't see the value of your services (and you've got to be very clear everything else right, but if the prospect doesn't see the value of your services (and you've got to be very clear with what that value is), they will not buy it.with what that value is), they will not buy it.

4. 4. Paint a picture of the new realityPaint a picture of the new reality. This goes hand in hand with points 2 and 3. Once you know the . This goes hand in hand with points 2 and 3. Once you know the prospect's needs and goals and the tangible impact of alleviating these pains or attaining their goals, you must prospect's needs and goals and the tangible impact of alleviating these pains or attaining their goals, you must paint a picture of what their new world will look like. How will it be better? In your sales conversations, help paint a picture of what their new world will look like. How will it be better? In your sales conversations, help them visualize the other side and build excitement around it.them visualize the other side and build excitement around it.

5. 5. Balance advocacy and inquiryBalance advocacy and inquiry. Sales conversations require give and take. You have to get the prospect . Sales conversations require give and take. You have to get the prospect talking so you can fully understand their situation. You also need to take what the prospect says and talking so you can fully understand their situation. You also need to take what the prospect says and communicate recommendations based on your expertise to help them see how you can help. In each and every communicate recommendations based on your expertise to help them see how you can help. In each and every sales conversation (yes, this includes capabilities presentations and demos) you have to balance how much you sales conversation (yes, this includes capabilities presentations and demos) you have to balance how much you talk and how much you listen.talk and how much you listen.

6. 6. Build on the foundation of trustBuild on the foundation of trust. Trust is the foundation of sales success. A prospect will not open up and . Trust is the foundation of sales success. A prospect will not open up and share their needs if they don't trust you. A prospect will not believe in your solution and that you can do what share their needs if they don't trust you. A prospect will not believe in your solution and that you can do what you say you can do if they don't trust you. A prospect will never see the full value of what you propose if they you say you can do if they don't trust you. A prospect will never see the full value of what you propose if they don't trust you. You will not win the sale if they don't trust you.don't trust you. You will not win the sale if they don't trust you.

7. 7. Plan to succeedPlan to succeed. Set the table for success by going into each sales conversation with a plan. Do your . Set the table for success by going into each sales conversation with a plan. Do your homework and know what you want to get out of the conversation. If you go into each conversation well homework and know what you want to get out of the conversation. If you go into each conversation well prepared and planning to succeed, you will be much more likely to make the sale.prepared and planning to succeed, you will be much more likely to make the sale.

If you follow these seven keys in your sales conversations, will you still make mistakes? Absolutely. Will you win If you follow these seven keys in your sales conversations, will you still make mistakes? Absolutely. Will you win every sale? Absolutely not. After all, we're only human and no one is perfect.every sale? Absolutely not. After all, we're only human and no one is perfect.

But they could help you avoid the common mistakes many professional services providers make and help you But they could help you avoid the common mistakes many professional services providers make and help you lead more successful and productive sales conversations.lead more successful and productive sales conversations.

What does “sell” mean? What are we supposed to be doing?

A. Sell means “To CONVIENCE”.B. CONVIENCE means “To bring to belief – To PERSUADE”.C. PERSUADE means “To CAUSE someone to do something by means of REASONING”.D. REASONING means “Providing the basis for an ACTION or DEFUSION”.

Finding out why the DM wants what they want – giving them the information they need to make a decision – giving them a reason to purchase – convincing them to get it now and speak to a consultant!

SUCCESSFULL SALE CALLS

A. Successfully presenting yourself in an uncomfortable situation: positively as a professional in the office and on the telephone.

B. Successfully making the DM quickly feel comfortable in an uncomfortable situation.

C. Successfully controlling the situation; the direction of the conversation and actions of the prospect.

D. Successfully gathering all of the information on why the DM wants what they want and why the DM needs what they need. “Ask ---WHY?”

E. Successfully using the information you gathered to convince them through a feature, advantage and benefit presentation that your product will fill their wants and needs.

F. Successfully handling common reflex objections in the qualifying process.G. Successfully leading them to a closing situation through a logical step-by-

step procedure of value and persuasionH. Successfully finding and effectively handling the DM buying objections by

providing new information to give them the basis or motive to make a different decision.

I. Successfully overcoming the DM fears and tendencies to procrastinate through effective reasoning and persuasion to convince them to speak to a consultant on a recorded line for a customized quote! $$$$$$$$$

Build Rapport---------------

Handle Concerns

Build Rapport ---------------

Handle Concerns

Build Rapport--------------

Handle Concerns

Build Rapport----------------

Handle Concerns

Build Rapport----------------

Handle Concerns

Connect

Move

LearnDeliver

Close

Selling the ValueSelling the Value Move the Conversation Forward Move the Conversation Forward

• Engage the customer in the conversationEngage the customer in the conversation• Earn the right to learn about the customer’s needEarn the right to learn about the customer’s needLearn About NeedsLearn About Needs• Ask open-, and closed-ended questionsAsk open-, and closed-ended questions• Listen to answers and not additional cluesListen to answers and not additional clues• Summarize the customer’s needsSummarize the customer’s needsDeliver ValueDeliver Value• Name the service and what it doesName the service and what it does• Refer to an expressed customer needRefer to an expressed customer need• Explain how the service meets the needExplain how the service meets the needClose the SaleClose the Sale• Ask for commitmentAsk for commitment• Explain next stepsExplain next steps• Thank the customerThank the customer

Supporting BehaviorsSupporting Behaviors

Handle ConcernsHandle Concerns• Acknowledge the customerAcknowledge the customer• Ask questions – Ask WHY?Ask questions – Ask WHY?• Address the concernAddress the concernBuild RapportBuild Rapport• Maintain WarmthMaintain Warmth• Focus on the customerFocus on the customer• Convey confidenceConvey confidence

Leadership –styles vary on the nature of the position and the situation at hand-Autocratic- DM make the decisions-Democratic- DM needs evolve others so a decision can be made-Contingency – adapt to the situation, give benefits then the features!!!!!-Adaptability- Changes needed to be made to meet the business needs.-Stress Tolerance- Sometimes you have to go over 150 dials to get that 1 lead

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