We recently trained the sales team of a national service company. Here are some of the key points that are making are having a positive impact on their sales and the management and development of their relationships with their customers and potential customers.
Each salesperson has access to their own customers and contacts. Each time they have any interaction with these contacts they record the details as a log entry. The log entries build a timeline for each contact making it easy to review progress in the development of their business relationship.
Each time they complete a task, whether it is to send a quote, visit the customer or just make a call they immediately add another new task which acts as a prompt for them to make contact with the customer again in the future.
The tasks appear automatically in their individual calendar, whether this is viewed on their mobile phone, their hudl tablet or their desktop. If for any reason a task is not completed by its due date this is highlighted in red to identify it as overdue, so nothing is ever missed.
The sales team add new contacts they meet personally. They also receive new potential customers in their service desk. The notifications in service desk are added by a central team in Head Office. These are received either directly from the website, by email or from phone calls into the office. The decision which sales person receives the incoming enquiry is based on the postcode of the new potential customer.
An automatic email is sent out to all customers and potential customers who make an enquiry. The salesperson receives a copy of this email so they can immediately make a decision on the priority to respond.
The best part is that to respond to the new enquiries, all the salesperson has to do is just click to view the details, click to access the contact information, click to email or click to call. When finished the enquiry is updated by the salesperson as completed.
As the salesperson identifies a new opportunity (a new prospective sales opportunity) they add this into opportunities. Then they track the progress towards this becoming an actual sale by selecting the opportunity stage, the type of opportunity and the service or product.
All quotes and estimates are added as opportunities and a copy of the quote uploaded to the opportunity. This means that the quote and all other details can be accessed at any time and from any device making follow-up and management of the sales process a simple task. To revisit the opportunity and to update the sales progress is just a process of click, click and save (with no typing required).
The sales team can access reports to view and monitor their overall progress and are motivated by seeing the overview (no details available) of other team members.
The Sales Director has an overview to manage the performance of their team members. This also helps them to identify where any individual team members might require assistance or further training.