Category: Lead Response
Too many consumers complain they never hear from a company after they request more information. The marketing managers groan.
Too many salespeople complain they don’t get good leads, so why bother? The sales managers groan. Who’s right, the consumer or the salesforce?
Both perspectives are understandable, yet the disconnect likely comes from how salespeople follow up—or don’t follow up—on the leads they receive.
Follow these six tips to realize greater success when following up on leads.
1) Call Right Away
The smart move is to call leads as soon as possible. Calling sooner is always better than calling later. Think of a lead as a ticking clock, with each second that passes serving to diminish its value.
If a lead comes in at quarter to five on a Friday, call back right away, even though most people assume Friday afternoons are a bad time to call. After all, if the prospect just requested information, it must mean it’s a great time for him or her, so call. No delays, call right away.
2) No Exceptions
Call everyone regardless of your assessment of the leads’ quality. Have a “no exceptions” policy. While lazy salespeople go after the low hanging fruit to pluck the quick sale, smart salespeople play the long game. They are future focused, not fixated on the present.
Some leads will close fast, and others will take time. Cultivating slower leads now, prepares them for a harvest later. Seasoned sales people know this and pursue all leads in order to keep their sales funnel full. It’s like preparing for a rainy day.
3) Leave a Message at the Beep
Much debate surrounds the question of “Do I leave a message?” The answer is “Yes!”
Always leave a message. The key is to make your message count. Plan what you will say. Let it flow with ease: professional, not sounding canned, deliberate, and not rushed.
One of three things will occur. Some people will delete your message and nothing more happens (unless you call back, which you will, right?) Other people will ignore your message but call back using their caller ID. The rest will listen to your message and decide whether to call you back based on what you said, so make it good.
You have much to gain by leaving a message and much to lose if you don’t.
Make sure your message is compelling. Give the buyer a reason to return your call. But don’t imply something you can’t deliver. Entice them with the promise of a tip, news item, or special offer when they call back. And when they do return your call, provide what you promised and make their time count.
Whether leaving a message or actually talking with a prospect, always be enthusiastic, upbeat, and positive. Let your tone and attitude infect your prospects.
When you engage over the phone, be it live or via a recorded message, you let the prospect know you are a great person to do business with, you establish rapport, and make it easier for them to say, “Yes!”
6) Benefits First
Always offer benefits to the buyer. Cultivate a customer first perspective that focuses on the benefits you can offer. Don’t talk features, and avoid industry jargon.
If prospects don’t understand what you mean, they’ll feel you’re talking down to them. You’ll come across as a boring order-taker, not a customer-first professional problem solver.
Does all this seem overwhelming? We can help. Let us get the most out of your sales leads.
LiveVoice understands how important every call is to your business. Contact them about customizing their flexible, premium phone support service so you can turn opportunity into profit.
Peter DeHaan, PhD, is a freelance writer, call center authority, and publisher of Connections Magazine, which covers the call center industry.