Getting Your CRM Under Control – Call Center in a Box Success Story – Case Study 3

This is the third post in a series of Case Studies which outline the ways in which we have helped our clients. This post discusses the ways that our Call Center in a Box services helped a large corporation in Chicago get a handle on their CRM (Customer Relationship Management) tool. 

The Problems: 

This company already used the CRM we recommend but they were not using it to its full potential and had gone through five sales managers as they tried to get their sales monitoring under control. Our contact complained initially that they felt like the software was managing them instead of helping them manage their 80,000+ leads. 

The software set-up had gone poorly and their database was a mess. 

No one had set-up a dashboard to monitor their KPI’s so they had no clue what anyone was doing. 

They were setting appointments but there was no organization or assignment of leads so follow-ups were slipping through the cracks. 

They were frequently losing their Business Development Reps due to mismanagement, a lack of preparation, lack of training and poor monitoring. 

The Plan: 

They hired us to: 

  • Clean up their database. 
  • Establish KPI’s for the team. 
  • Create an effective dashboard to track and monitor the team members and the newly established KPIs. 
  • Set up a system to track and route leads to the correct callers. 
  • Train some of their staff to use the newly revised CRM. 
  • Reworded their scripts for more effective calls. 

The Results: 

The company had used the CRM for ten years but was not using any of the productivity tools it offered! We showed them how to use the tool properly and much more effectively. The tool offers a feature for Voice Mail Drop which allows the callers to ‘drop’ a pre-recorded’ message when they encounter voicemail on a call. We not only showed them how to effectively use this feature but scripted the messages to record.  

They hadn’t been recycling leads and all calling was being done randomly. We streamlined the process, routing leads from initial call, through appointment setting to sales close, with a plan to recycle any leads that did not close, allowing them to get much more mileage out of their efforts. 

During weekly meetings we reviewed the team’s activity and found that the sales associates were NOT properly using the script. We could see that they were not asking enough questions to make qualified appointments. Through training and role play examples, we were able to get them back on track delivering qualified leads that happily surprised the management!  

Management was so happy with the results that they will eventually move ALL their sales reps onto the newly revamped CRM.  

Take-Aways: 

Tools are only helpful if you set them up to meet YOUR needs, know how to properly use them and then actually USE them regularly. This company had over 80,000 leads but they were getting lost in the shuffle and NOT delivering the results they could have. Our Call Center in a Box program established order, provided training and put their tools and people on track to deliver real results! 

Are YOU having a hard time monitoring or managing YOUR sales team? Know they need training but just don’t have the time, energy or patience to train them yourself? Are your producers delivering poor quality leads that just won’t close?  

GIVE US A CALL AT 908.879.2911 to see how our Call Center in a Box services can help YOU! 

What to do when your Sales Associates are Struggling – Call Center in a Box Case Study 2

This, our second Call Center in a Box Case Study, outlines the ways in which we have helped our clients. This post discusses the ways that our Call Center in a Box services helped a Sales Franchise client empower a struggling sales associate. 

The Problems: 

The Sales Franchise had an associate who, after ten months, still had no business connections in the community. She had been out networking but was struggling to set appointments. 

Rather than ask us to set appointments for them (which IS a service we provide, click here to learn more about that) they opted to have us train and monitor her. 

The Plan: 

Using our Call Center in a Box Services, we: 

  • Helped her develop her skills 
  • Worked on her messaging 
  • Helped her regain her confidence which had been bruised by ten months of low and poor performance 
  • Monitored her progress 
  • Met with her weekly to discuss and resolve any issues or challenges she faced 

The Results: 

We started in December, a month notorious for its’ difficulties in setting appointments due to the holidays. Despite this, she set TEN appointments which was more than she had set in the past ten months she had been working with them! 

To date in 2019 (Q1), she has set TWENTY FIVE QUALIFIED first time appointments which has exceeded even the owner’s expectation! 

Take-Aways: 

Here was someone who clearly had some sales talent but needed training and structure to take her to the next level. The Call Center in a Box Program provided her with the instruction, support and the sounding board she needed to succeed! 

One of the number one reasons that people leave sales is a lack of training and/or feeling unprepared. Sales is a “NO” job – you hear ‘NO’ and deal with rejection over and over on a daily basis. Call Center in a Box provides not only training but also the support and encouragement your salespeople need to deliver results and THRIVE! 

Are YOU having a hard time monitoring or managing YOUR sales team? Know they need training but just don’t have the time, energy or patience to train them yourself? Are your producers delivering poor quality leads that just won’t close?  

GIVE US A CALL AT 908.879.2911 to see how our Call Center in a Box services can help YOU! 

Click HERE to learn more and HERE to see another Call Center in a Box Case Study

Call Center in a Box Case Study 1: When Your Inside Sales Reps and Sales Producers Aren’t Setting enough Appointments

This is the first in a series of Case Studies that outline the ways in which we have helped our clients. This post is a Call Center in a Box case study.

 About a year ago, I met a Senior Vice President of Sales from a premier insurance, risk management and financial services firm, at an industry event. 

The Problems: 

 He had three Sales Producers who weren’t ‘producing’ enough first-time appointments. They were still growing their books of business, had been trained and were responsible for cold call prospecting but it was not getting done. While they claimed to be making the calls, there were very few qualified, first-time appointments in their schedules. Management had no tools to monitor their activity. He knew they needed to be managed in prospecting but didn’t have the time or bandwidth to do it himself.  

He also had a full-time appointment setter with over 8 years of experience who set appointments but at least 50% were cancelled or no-shows. 

The rest of his team was comprised of senior sales Producers who had established books of business but didn’t do cold calling.  

The Plan: 

They retained us to implement our Call Center in a Box Services where we: 

  • Assessed the team’s skill levels 
  • Provided their Sales Producers and Appointment Setter with new scripting 
  • Set the company up on our recommended CRM 
  • Monitored their progress 
  • Met with them weekly to train, role play and discuss challenges and successes.  

The Experience: 

We started working with them at the end of the Summer of 2018 and it was immediately apparent, based on the new monitoring system, that the salespeople were NOT calling when they were supposed to. As part of the training, we established schedules to follow and through our ongoing monitoring, we were able to ensure that the calls were made during the desired timeframes.  

One-on-one coaching allowed us to work with them individually, giving each the attention and skill training THEY needed to improve.  

At the weekly meetings we listened to actual calls and provided role modeling to show them what to say and HOW to say it to achieve better results.  

The Results: 

Immediately, the quality of call conversations went up markedly and each team member we had worked with was consistently setting QUALIFIED appointments every week! 

The number of appointment cancellations was significantly reduced. Feedback from producers who took the appointments became more and more positive and has led to more sales. 

By January 2019, the company chose to move ALL their sales team members onto the CRM tool.  

The CRM has allowed the SVP of Sales to know and track what is being done, enabling him to better manage the team. And having more competent salespeople setting qualified appointments has freed him up to go out on more of those appointments with producers leading to better closing rates and an opportunity to model successful closing techniques.  

Are YOU having a hard time monitoring or managing YOUR sales team? Know they need training but just don’t have the time, energy or patience to train them yourself? Are your producers delivering poor quality leads that just won’t close?  

Click here and GIVE US A CALL AT 908.879.2911 to see how our Call Center in a Box services can help YOU! 

And click here to check out another Call Center in a Box Case Study

Studying Larry King’s Interview Style Can Make Us Better Cold Callers

I, like almost all Americans, knew of Larry King. I knew his name and that he interviewed people. I knew he wore suspenders. But I had not really listened to him or watched his shows. Since his death last month, I have read a number of interesting articles about him and I realize that should have been following him more closely as there is a lot to learn about Cold Calling by studying Larry King’s interview style.

What Can Larry King’s Interview Style Teach Us About Cold Calling?

In this interview, https://www.cjr.org/special_report/larry-king-interviewing-tips.php from a podcast episode of “The Turnaround” with Jesse Thorn from July of 2017, Larry King talked about being an interviewer and indirectly gave us all some excellent Cold Calling advice.

These 5 points jumped out as useful tips:

  1. Keep questions simpleIn his case, he did this to draw people out and to let the interviewee shine. As a Cold Caller, this is not the time to show off, it is your time to ask simple but pointed questions.
  2. Stay curiousKing enjoyed talking to people who were experts in areas he was unfamiliar with. When you are curious is it easier to stay engaged.
  3. “The key of interviewing is listening”He listened and engaged with his guests. Listening is key to Cold Calling success as well. 
    Click here to read more about Active Listening.
  4. “The less I know (about the guest), the better.”Larry King would do twohour interviews with people without knowing who they were in advance. I guess that helped him stay curious.
    When we teach people how to use our Conversational Selling technique, we don’t have them spend a lot of time researching the prospects before the Cold Call. There is plenty of time to do that if/ when they become a real lead.
  5. “No one’s ever done the perfect interview.”This is true for Cold Calling as well. Obsessing over getting it ‘perfect’ will keep you from dialing, engaging and successfully setting qualified appointments. Pick up the phone and get dialing!

But this is where the similarities end. 

King didn’t believe in having a long list of prepared questions. He talked about how this allowed him to focus on the answer the person was giving to the current question, without worrying about how he would get to the next question. He relied on his experience, skill and wit to carry him through and come up with what to ask next.

When Cold Calling, I strongly believe that having a script, with your questions as well as some basic information, is vital to achieving success.

I totally agree that you need to listen to what is being said, rather than focus on your next question. Having a script provides you with the structure to stay on task and on message. It will help you address the objections you will likely face and save you time by helping you quickly and effectively identify who is, and who is not, a good prospect.

Larry King also felt that you didn’t need an agenda. Clearly, that worked for him – he had a 60+ year career – but he was talking to people who were paid to spend time with him. As Cold Callers, we don’t have that luxury. We need to tightly plan our calls to get the most out of the (often short) time we have. Scripts provide that ‘agenda’.

So, while Larry King may not have made a great Cold Caller, his interview style and expertise leaves us plenty to admire and learn from!

R.I.P. Mr King

If YOU are struggling with Cold Calling and need help crafting a script to keep YOU on message, give me a call at 908-879-2911 – I may not have 60+ years under my belt yet but I am a Cold Calling PRO. We can help you with scripting, training and provide the reallife practice you need to get you and your team up to speed!

How to Create an Effective Cold Calling Script

At One of a Kind Sales, we LOVE Cold Calling. And I am a huge fan of Cold Calling Scripts. Here are some tips on how to create an effective Cold Calling script for yourself.

First, any salesperson who says they don’t need a script should reconsider because I am confident that they are leaving money on the table. I stand by that 100%.

The truth is that many people who “wing it” on the phone, sound like they’re winging it. And they are less effective because they don’t have a structured process to follow.

An effective script grounds you, providing you with the words you need to work your way through a conversation and allows you to think ahead while speaking with the prospect.

Here’s an outline of an effective Cold Calling script:

  • An Introduction:this should be unique and non-salesy.
  • Ask Permission:ask them to give you 30 seconds to explain the purpose of the call. 
  • Introduce your Company:provide a brief description of what your company does. Focus on value you deliver. According to a study by HubSpot, 96% of buyers say a focus on the value your company can deliver, impacts their purchasing decision.
  • Offer three examples of problems you solve:these ‘case studies’ allow people to relate and see how you can help them.
  • Ask a Question:something like: “Is any of what I stated compelling and worth a conversation?”
  • Then… shut up!

Memorizing this will allow you sound more natural and less ‘salesy’. And it will free you up to address and overcome any objections.

The truth is that you really won’t know what the objections will be until you have this conversation, but you should prepare for those by having scripts for the ones you usually hear. (Check out this post for more on overcoming objections on Cold Calls)

Shut up and Listen!

An effective Cold Calling script will include questions which elicit important information. When they start talking about their pain points, your role is to listen, empathize and allow them to express their issues in detail.

The key is to actively listen and probe to keep them talking about their problems.

Set an Appointment or Move On?

The information you gather will help you determine whether or not you can fix their problem. If you can, great! Go ahead and set an appointment.

If not, no problem. Thank them for their time and ask them if they know of anyone else who might need your services. Ask them to keep you in mind if their situation changes or if they learn of anyone who might be a good fit. 

Then pick up the phone and dial your next number!

Consistency Is Key

Developing scripts for everyone on the team ensures consistent messaging and branding.

The Conversational Selling Script™ , like the one outlined here, is for when you speak with a decision-maker. You will also need to develop voicemail scripts and email templates that match the voicemail scripts. 

How to Create an Effective Cold Calling Script

Here is the process I recommend for developing scripts.

  • Develop five case studies on past clients. Think about what their issue was– that’s the title of the case study. Talk about what their problem was, and how you helped them resolve it.
  • Each case study should cover a different problem that your prospects may also have. Those case studies become the ‘meat’ of your script.
  • Extract the “pain” from those case studies and put it into your script.
  • Adapt the right case study to the prospect you are calling.

You don’t have to know everything about that client. You don’t have to be an expert. You’ve got your script. You’ve got your pain points. Go!

Remember

Don’t go into sell mode on a call when your goal is just to have a CONVERSATION and, if they are a good fit, to set an appointment.

That’s it, never sell. You are there to uncover information. And this information then becomes the ‘meat’ of your appointment conversation.

Rinse and Repeat

Once you have an effective Cold Calling script, it should be reviewed and updated periodically but it should serve you well for hundreds of calls.

And yes, there is an art to creating an effective Cold Calling script. It isn’t easy and can take years of practice. If you don’t want to wait years to reap the benefits of an effective Cold Calling script and need one NOW, call us – we can set you and your team up with the scripts YOU need to set appointments that close more deals. Call us today at 908-879-2911 to learn more and to get started setting more, and more qualified, appointments.

Note:  

This is an excerpt from a chapter of my book, “The Inside Sales Solution“. Click here to buy a copy from Amazon or here to download a FREE digital copy.