Manager Essentials Creating a process based telephone prospecting program .

Manager Essentials

Creating a process based telephone prospecting program

www.contactscience.com

Truisms in action

‘What’s measured, improves’ Peter Drucker

‘They respect what you inspect.’ Unknown

www.prospecteasy.com/manage

Sales Cycle

The dial starts the deal

PPACD $$

1 2 3

ConversationsAppointments

Pipeline

The process is the same, no matter who is being called.

A litmus test for long term success.Dials -

Dials after Canvas

The dial starts the deal

Move any metric by 1% and revenue moves the same 1% in the same direction.

Sales Cycle

PPACD $$

1 2 3

ConversationsAppointments

Pipeline

Dials - Dials after Canvas

Efficiency – Generating more conversations with a Decision Maker in less time.

Effectiveness – Converting more of those conversations into appointments.

Prospecting process metrics

A D C

Conversation Ratio

Appointment RatioDials per Week

100

Prospecting process metrics

A D C

Conversation Ratio

Appointment RatioDials per Week

10%

10%

= 1 Appt

100

Prospecting process metrics

A D C

Conversation Ratio

Appointment RatioDials per Week

8%

13%

= 1 Appt

100

Prospecting process metrics

A D C

Conversation Ratio

Appointment RatioDials per Week

13%

8%

= 1 Appt

100

Prospecting process metrics

A D C

Conversation Ratio

Appointment RatioDials per Week

12%

13%

= 1.5 Appt

Leverage – measureable movement of all three metrics at the same time

A D C

Conversation Ratio

Improving metrics

Appointment RatioDials per Week

542 & 3Activity Goal

Leverage – measureable movement of all three metrics at the same time

A D C

Conversation Ratio

Improving metrics

In the same amount of time

Appointment RatioDials per Week

Success at the business process of telephone prospecting requires execution of the ideal combination of Art, Best Practice & Science for the pursuit of a group of targets.

Skills training to turn more conversations into appointments (what to say when they say Hello)

Pursuit plan who to call, the number and frequency of calls, the messaging to deliver, what to do when the pursuit ends.

Navigation of Best Practice, organization, record keeping, metrics and reporting. Discipline.

A comprehensive solution

The Sales Cycle

PPPPP

P

ACD

$$

Set the Appointment

Pipeline

Manage the PipelineA

Series of eventsBusiness Process

Run the Appointment

Setting the Appointment Running the Appointment

Beginning Repartee

Collegial

Pace of the exchange

Measured

Responses from target

Business logic

Preparation to succeed

Can think on feet

The Sales Cycle

PPPPP

P

ACD

$$

Set the Appointment

Pipeline

Manage the PipelineA

Series of eventsBusiness Process

Run the Appointment

Setting the Appointment Running the Appointment

AdversarialBeginning Repartee

Collegial

Rapid Pace of the exchange

Measured

Knee Jerk & DishonestResponses from

targetBusiness logic

Master a TechniquePreparation to

succeed Can think on feet

SSC DD $$

D

D

D

Wait 5 days

Wait 5 days

Wait 5 days

If no response, ReCycle. Start this pursuit plan again later in same cycle.

PA PA

VM - EM

VM - EM

VM - EM

VM - EM

Best Practice: Roadmap

Pursuit Framework

Pursuit Messaging

Pipeline

Hi Bill, you may have noticed that I have been calling the last few weeks.

This may not be a good time, so I won’t continue. However, if my

messages about <core message> are of interest to you, I would enjoy a short conversation. Otherwise, I will

give you another call in a few months.

Long term BP - the territory

Cold Call Warm Call Follow-Up

No Contact

Conversation

Appointment

ReCycle

Success

Remove

ReCycle

Remove

ReCycle

Dials

Goes into the Pipeline

Every pursuit comes to an end

1. Naturally – no contact at all.

2. Conversation - Chat Driven - contact, but no Appointment

3. Appointment Driven - reach closure after you go on the Appointment

Navigate your Best Practice

Two Screens & a Mouse

Fast, Easy, PreciseTwo Screens & a Mouse

Fast, Easy, Precise

Patent: 8,185,429Patent: 8,185,429

iPadiPad

The physical effort to navigate calling 10 targets in a row measured in Clicks, Screens and Time

Klpz provides structure: framework, messaging, and metrics.

The mechanics

Software Clicks Screens Time

42 11 18 mins.

Salesforce.com 260 126 48 mins.

CW - AT 301 151 50 mins.

Act! 312 150 53 mins.

These mechanics gathered from power users of these CRMs.

Prospecting Process Metrics

Activity Efficiency - Effectiveness

Remedies - •The List•The Best Practice•The Caller

Efficiency – Generating more conversations with a Decision Maker in less time.

Effectiveness – Converting more of those conversations into appointments.

Prospecting process metrics

A D C

Conversation Ratio

Appointment RatioDials per Week

Efficiency Basics

• Understand the Prospectors Handbook• Follow Conversation Rules:

– With the Decision Maker– The Conversation you wanted.

• Know how to Reach Closure Correctly– Know when the pursuit is over (for this set of calls.)– Reach Closure after the Appointment– Enter Prospect into CRM if Appointment is Success

• Backfill Worksheet at beginning of each week• Correct Call Block report each day, or by COB Friday.

Efficiency Basics

Handbooks

1. If it is not written down, it does not exist.

2. They respect what you inspect.

3. If prospecting is XX% of their job, it should be XX% of each sales meeting.

Conversations

‘Conversation’ is key to accurate metrics.

A D C

Conversation Ratio

Appointment RatioDials per Week

Chat or Conversation?

Conversation is selected only when 1. You spoke with the Decision Maker, 2. And, had the conversation you wanted.

(It does not have to turn out like you had hoped; that would be an Appointment.)

Anything else is a Chat

Chats• If there is a Chat, there should be a Comment.

What constitutes a Conversation?You open, ask for appt.

They respondYou can respond to that response

What constitutes a Conversation?You open, ask for appt.

They respondYou can respond to that response

Long term BP - the territory

Cold Call Warm Call Follow-Up

No Contact

Conversation

Appointment

ReCycle

Success

Remove

ReCycle

Remove

ReCycle

Dials

Goes into the Pipeline

Every pursuit comes to an end

1. Naturally – no contact at all.

2. Conversation - Chat Driven - contact, but no Appointment

3. Appointment Driven - reach closure after you go on the Appointment

Long term BP - the territory

Cold Call Warm Call Follow Up

No Contact

Conversation

Appointment

ReCycle

Success

Remove

ReCycle

Remove

ReCycle

Dials

Goes into the Pipeline

A D C

ReCycle – Put through another Cycle later.

Remove – Never call again. (not DM, company not qualified)

Success – An opportunity. Going to Pipeline.

Goals & the Worksheet

Weekly goal is 50 pursuits

Call each name once a week = 50 names

Backfill Worksheet• Should have correct number of names so that you

will hit your dial goals by calling each one - once a week - according to Best Practice.

Set Call Block for the Week

Goals & the Worksheet

Backfill Worksheet• Should have correct number of names so that you

will hit your dial goals by calling each one - once a week - according to Best Practice.

Set Call Block for the Week

Metric Accuracy

Access Suspect’s Profile to make changes• Reaction• Closure Selection• Closure radio buttons• Comments

Review Call Block Report

Tips to accurate database

Clear definitions Conversation vs Chat Closure (Watch Closure Video as a group) Review Scenarios in Prospector’s Handbook Set expectations for what should be in Comments

Who is accountable for data entry? Who is your administrator?

Efficiency Basics

1. Role Play, Role Play, Role Play• Top two or three pushbacks• Soft No - Send Literature, Too Busy

2. Gatekeeper Skills

Attend skills classes, be familiar with materials

Effectiveness Basics

Handling a NO techniqueThe NO I am not the right guy

Response

Feel I appreciate why you might feel that way.

Felt Most executives prefer to let the tech guys handle the tech issues.

FoundThat said, I don’t want to have a tech discussion, I am not a technical guy. I am a business guy who likes to compare notes with other business guys about how technology investments are impacting business models.

Pivot 6 I’m just curious, what is the title of the person you think I should meet with? They Answer

You know, I think that’s exactly why you are the right guy . .

Internal: Our experience is that (use the title) either 1) see us as a threat to their job, or 2) are too operationally focused. In either case, their ability to actually apply some of our more strategic ideas is limited. You, on the other hand, have a broader and longer term view of the return you really need from your IT investments.Outsourced: Our experience is that we often provide executives like you with some fresh ideas on how to get more out of their outsourcing service, since you will come away from our meeting with a couple of questions you can pose that should improve their services to you. Would you have some time Tuesday at 3 that we could get together?

Efficiency – Generating more conversations with a Decision Maker in less time.

Effectiveness – Converting more of those conversations into appointments.

Prospecting process metrics

A D C

Conversation Ratio

Appointment RatioDials per Week

Challenge: Completing Call Block

Minutes spent on Action Page by very efficient Klpz users:• 1.8 - No Conversation or Chat; leave VM and send email.

• 3.0 - Couple of conversations or chats in the hour

Working required Call Blocks until goal is achieved:

Stop when you achieve dial goal – keep going if you don’t

Monday Tuesday Wed Thurs Fri

3 to 5 8 to10 3 to 5 8 to10

Challenge: Pushbacks

• I have my own way of doing things• I don’t like scripts• This is a different process than I used before• My way is faster / easier / better• Klpz is hard to learn/use

I don’t like report cards

Challenge: Behavior Modification

Manager focus• Weekly review of reports until caller ‘gets it.’• Prospecting process is part of each Sales Meeting• Role Play, Role Play, Role Play

Callers ‘get it’• Understand ratios and have correct expectations • Operate the process correctly – Eg. Backfill• Achieve activity goals weekly

Program Oversight

For Managers - Daily• Check in with caller each day – 10 minutes• Ask for best call from yesterday• Review the Daily Call Block (can be emailed to you

each morning)• Ask ‘are there any roadblocks to hitting your dial

goals that I can remove?’

Program Oversight

For Managers - Weekly• Confirm their calling times for upcoming week• Attend Backfill class or watch Rep do a Backfill• Review Call Block report

– Did they Hit Dial goals– Did they Hit Efficiency and Effectiveness targets– Listen to Conversations, Chats and Left VM– Check for list quality– Review the Closure status’ for accuracy

• Discuss remedies• Role Play a couple of skills techniques• Review page from Prospector’s Handbook

www.prospecteasy.com/manage

[email protected]

214-483-5800 ext. 2000

Manager Advanced

Creating a process based telephone prospecting program

www.contactscience.com

Efficiency – Generating more conversations with a Decision Maker in less time.

Effectiveness – Converting more of those conversations into appointments.

Prospecting process metrics

A D C

Conversation Ratio

Appointment RatioDials per Week

Efficiency Basics

• Understand the Prospectors Handbook• Follow Conversation Rules:

– With the Decision Maker– The Conversation you wanted.

• Know how to Reach Closure Correctly– Know when the pursuit is over (for this set of calls.)– Reach Closure after the Appointment– Enter Prospect into CRM if Appointment is Success

• Backfill Worksheet at beginning of each week• Correct Call Block report each day, or by COB Friday.

Efficiency Basics

Efficiency Basics

1. Role Play, Role Play, Role Play• Top two or three pushbacks• Soft No - Send Literature, Too Busy

2. Gatekeeper Skills

Attend skills classes, be familiar with materials

Effectiveness Basics

Program Oversight

For Managers - Daily• Check in with caller each day – 10 minutes• Ask for best call from yesterday• Review the Daily Call Block (can be emailed to you

each morning)• Ask ‘are there any roadblocks to hitting your dial

goals that I can remove?’

Program Oversight

For Managers - Weekly• Confirm their calling times for upcoming week• Attend Backfill class or watch Rep do a Backfill• Review Call Block report

– Did they Hit Dial goals– Did they Hit Efficiency and Effectiveness targets– Listen to Conversations, Chats and Left VM– Check for list quality– Review the Closure status’ for accuracy

• Discuss remedies• Role Play a couple of skill techniques• Review page from Prospector’s Handbook

Program Oversight

For Managers – Monthly/Quarterly• Review Call Block report

– Efficiency and Effectiveness / Impact of list

• Goal Report– Average # of Steps

• Review Prospector’s Handbook– Focus on Scenarios

• Review Best Practice Messaging• Review Skills– Most Common Pushbacks – Top concerns from Sales

How Many Targets?

Suspect Count – enough or too many• # of names in Unassigned, Working Leads, Recycle

• # in Remove that are borderline qualified

Factors• Number of dials till ‘Closure’

• Frequency of pursuits per year

• Dials per day

• Days per year

• Quality of Database

www.prospecteasy.com/manage

Challenge: Pushbacks

• I have my own way of doing things• I don’t like scripts• This is a different process than I used before• My way is faster / easier / better• Klpz is hard to learn/use

I don’t like report cards

Challenge: Behavior Modification

Manager focus• Weekly review of reports until caller ‘gets it.’• Prospecting process is part of each Sales Meeting• Role Play, Role Play, Role Play

Callers ‘get it’• Understand ratios and have correct expectations • Operate the process correctly• Achieve activity goals weekly

Behavior Modification

• Define problems in terms of behavior that can be measured.

• Alter current environment to help callers function more fully.

• Review methods precisely.• Put emphasis on accountability.• Highlight the ‘wins’ and provide

remedies for the ‘shortcomings.’• Reward good behavior; modify

behavior

• Dials, Conversations & Appointments

• Klpz classes and Skill training

• Review Best Practices.• Weekly report review• Lists, Best Practice,

Klpz classes, coaching• Carrots? Sticks?

Customize Klpz

Options• User Defined fields (25) – can be Mandatory• Columns on Worksheet• Fields on Action Page• Options for Search in Admin Tab• API’s for CRM/PSA

Tasks for Appointment Setters

Options• Review periodicals for new Suspects• Enter business cards• Participation in Marketing Campaigns• Be the Klpz Administrator• Database duplication reduction plan