How To Close Inbound Leads
Updated: Jun 21, 2018
“Sales isn’t hard,” says Amie, our go to sales guru. “It’s just about talking to people, having a process in place and holding their hand as you go through it.” In this installment of Go To Insights we’ll be tackling the common issues that companies have when contacting potential customers.
Customer generation and sales calls go hand in hand. With the ability to contact more people, a strong sales strategy is needed to ensure a high return on investment. Plus, with the energy saved not having to acquire the leads, you should be able to spend time nurturing your potential customers.
We don’t like to brag, but a plus side of using a service like gotodigital is that you receive customers who want what your business provides. You get to jump mid-way through the sales process with little to no effort, saving time so you can convert more customers.
But sadly some companies are unsure of how to get the most out of the leads they receive. “What I’ve seen is companies without a sales process, who give up after only calling someone twice. Being persistent doesn’t mean being a pain - they want to use your business, you just have to let them!”
Here are Amie’s 6 surefire ways to get slick with your sales process...
A common mistake that many businesses make is not immediately calling prospects. When someone fills their details into an online form, they are showing a great interest in the service. They are at the golden consideration stage, when they are ready to invest and purchase while they are thinking about it. In that moment they are totally invested and willing to be called.
A minute after this point they might be reading an email, still thinking about your service. An hour later they’re in a meeting, and the idea might be at the back of their mind. Four hours later they’re sat at home watching tv and have completely forgotten.
The closer you can make the first contact to that fresh thought process, the better. Start the conversation when their intent is at the highest point possible, and you’re onto a winner.
Without organisation you don’t have a sales process. Having a predefined way of managing inbound leads is key to your success. It’s important to think about every little segment in the process, and check for inefficiencies.
First things first - how do you find out about the new leads? Notifications should pop up on your phone, your laptop, and your email inbox. Your booking systems should be open ready to go.
Being organised will translate into confidence when speaking on the phone to your potential customers. Preparation for calls could include writing any questions you must ask to qualify the call down on a post-it note on your desktop. Or it could simply mean learning the product or service inside out, and being able to anticipate common questions.
Organisation doesn’t stop when you put down the phone. It’s good practice to record every interaction you have with a lead on your CRM. Knowing exactly when you left a voicemail and if you sent an email can prevent embarrassing and unprofessional overlaps, especially if you have multiple people working on the system.
3. Have a plan when you can’t get in touch
Take a tip from the Scouts on this one, and be prepared. While it’s true that 92% of customer interactions happen over the phone, you need to know what to do when no-one is picking up. Write your own templates for emails when they miss your call that you can easily adapt and quickly send. There are many methods other than calling - such as texting, voicemail, or live chat.
Many sales people give up extremely quickly - after a few call attempts and an email for example. However, we recommend at least 6 points of contact across a few channels before you should even think about letting go. It’s important to work out the most effective amount of times for your business. You may also spot patterns of the most effective techniques and realign your goals accordingly.
4. Know when to stop
Good sales people know when to stop selling. After a certain point, statistically it’s simply not worth investing the time in pursuing a dead lead. It’s all about figuring out exactly when that point of no return is, and moving on to being productive with the next potential customer. You should know when to say enough is enough, and ditch an unprofitable, time-consuming contact in favour of chasing fresh customers.
It isn’t realistic to expect a conversion everytime - only to hope that you are committed to doing everything possible to ensure the percentage is a high as it could possibly be. It’s important to not get disheartened when a customer says no or doesn’t respond to your contact attempts. Dust yourself off, look over your process and try again.
5. Sense of urgency
Every time you speak to someone, they are only one step away from investing their money. As they’ve willingly inputted their details and are waiting to be called, half of the job is already done! This isn’t a forceful cold call - all you need to do is reassure their already existing intent to buy. You need to explain, reassure and elaborate that it’s worth their time and investment. There’s no need for the hard sell - instead you can build a relationship gently based on trust from being honest and informative.
The flip side to this is that you still need to give that final push of motivation to get the customer to convert. One way to do this is to imply a sense of urgency to the situation. This could be simply mentioning that appointments book up early in advance, or using temporary promotions to persuade them to snap up a deal. Use their existing desire for your service, nurture it, and encourage them to stop dithering in a friendly, easy way.
6. Keep an eye on your assets
When you’re trying to attract new customers, it’s important to put your best foot forward on all accounts. Your website should be clean and up to date, any reviews online should be positive, and all of your salespeople should be informed. You should aim to portray an image of having your customer's interests at heart in all areas. Make sure that everything that isn’t you on the phone is reflecting your business in the best possible way. If everything is on brand and matches up, then your other resources will only reiterate what you are saying on the phone and increase the chance of a sale.
There you have it. Speed, knowledge, and preparation. Goodluck!