How to become a high-quality salesperson - CloudCall

How to become a high-quality salesperson

By January 22, 2015Sales
salesperson on a call

People sometimes think of sales like the Wild West – no rules, and all that matters is the salesperson closing a deal.

This is far from true.

The most important dimension of sales is building relationships and trust – and it all begins with a phone call. With only 8% of salespeople getting 80% of the sales, the competition to be an ‘A-list’ salesperson is tough.

So, we’ve put together 4 unwritten rules of selling over the phone that will allow you to build trust, earn the respect of your potential customers, and become a high-quality salesperson.

1.  Know when it’s appropriate to name drop

Generally, you should only try to name drop if the initial contact gave you the person’s direct dial, mentions an active initiative, or is just generally enthusiastic about the solution. But even then, you should keep it very minimal and say something like “Frank mentioned you might be a good point of contact” and then immediately go into the value of the product and not dwell on the connection.

The biggest rule here is to never lie or embellish about what the initial contact said. You’re bound to be caught in this lie which starts the whole conversation on a bad foot. So just use the name drop to turn a cold call into a slightly warmer call.

2. Know how often to call

The appropriate level of outreach depends almost entirely on what type of lead you’re dealing with. Ideally, it should be evaluated on a case-by-case basis. If it’s a hot inbound lead such as a demo request or sales inquiry, call once or twice a day for the first week. But if it’s a completely cold lead, try not to call more than twice a week. But what if you really feel that the company is a good prospect and you’re dead set on calling them? In this situation, identify multiple prospects at the company using LinkedIn, and reach out to them individually.

If you do happen to get a cold prospect on the phone and they don’t have time to speak, ALWAYS make sure to ask when you should reach back out. That way they can’t be upset when you, or another salesperson, call them again and continue to follow up.

3. Know when you should call a mobile number

Mobile phones are an interesting thing. Some people work only from them, such as remote workers. And some companies may just use mobile phones rather than a conventional phone system. The tricky part is that it’s not always clear if you’re calling a mobile phone or landline. So, as a rule, never call before 8 AM or after 6 PM local time.

And if they provide their cell phone number in their voicemail greeting or have it posted on their LinkedIn, then I consider that a license to call their cell as if it were a landline.

customer contacted by salesperson on mobile
4. Know how to keep your cool

Keeping your cool when a prospect is upset is incredibly important. The very nature of cold calling elicits frustration from a lot of people. So it’s important to keep your cool not only because you may want to call them again to catch them at a better time, but also because information can travel easily – especially if you intend to reach out to other contacts at the company.

Always remember that there is a customer service aspect embedded in sales.

Now, you’ve followed these steps, and you’re hitting your targets and closing more deals than ever. You are a high-quality salesperson. Before you know it, you’ll get promoted into a team leader or management role. So, what happens then?

For a winning sales team, it’s also important to consistently monitor sales performance so that you can spot issues and improve processes. This ensures you’re keeping the sales strategy and goals aligned.

To be able to do this, you will need to analyze your team communications. Then, you’ll be able to see what high performing team members are doing differently, and why some team members need additional support and training.

So, to help you get started, here are a few simple sales management hacks that’ll provide you with valuable insight into the calling activities of your sales team and help you boost their performance.

Record all calls

With your CRM, you can manage and track all customer interactions and data through a single system. Use a computer telephony integration (CTI), like CloudCall, to record all calls and track calling activity within your CRM. Monitoring calling activity and data helps provide better visibility into users’ call activities and improves caller experience for customers and prospects.

Track individual activity

Once you start recording calls using a CTI, you can create impactful dashboards dedicated to analyzing call activity, within your CRM. With dashboards, you can track overall call activity as well as compare individual call stats. For example, we use a dashboard in our Salesforce CRM system to monitor the calling activities of our Sales team. So we’re not only tracking the number of calls by sale team member for the day and the week, but also the duration of the calls and the number of activities resulting from the call i.e. the number of demos booked.

Categorize all calls

Using a CTI also makes it easy to complete a wrap-up of call activities without navigation to different screens. Using CloudCall, for example, you can categorize the call and add notes to the caller’s record. This ensures that all interactions are recorded and that the multiple users dealing with a customer can get a complete picture of all of their interactions with the business.

Use custom fields

Most CRMs offer the capability to create custom fields to capture unique business data. You can configure custom fields to appear within the CTI and capture additional call data. For example, with our Salesforce CRM, we use a ‘Call Result’ custom field to capture the call quality. When wrapping up the call, we ask the Sales rep to rate their calls on a scale of 1-5 stars. We then use this data to analyze team call quality and find out the best and least performing team members.  This allows us to think about how we can do things differently to bring up the overall call quality.

Audit call activity
salesperson looking at analytics

With so much calling activity data at hand, the final hack is to frequently conduct an audit of call activity, rating the health of your team performance on a monthly basis, and tracking call data all through the year. This is how you will be able spot the problems and analyze how to improve processes and strategy. You can also use individual activity tracking to identify and reward top performing team members.

With these simple sales hacks, you can get great insights into your team’s communications and calling activity. And by using custom dashboards and custom fields, you’ll improve your teams performance and processes.

To find out more about how you can become a high-quality salesperson, take a look at our eGuide. And if using CTI solution, like CloudCall, with your CRM will help to track and monitor sales performance, book a demo with a member of our sales team today.

Robyn Hunt

About Robyn Hunt

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