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HIGH PERFORMANCE SELLING THROUGH INSIDE SALES

High Performance Selling is devoted to learning and practicing professional consulting skills in Business-to-Business, Business to Consumer, and Inside Sales context.

Sales Competency Profile

Here is a typical way of visualizing the sales competency profiling building process. Think of it as:
• What is the issue/opportunity that must be addressed? (Developing vision and purpose)
• How will I get my team aligned and committed? (Gaining organizational commitment)
• How do I turn intent into business results? (Achievement)
• The competency profile describes the “right stuff” the sales executive must have to get the job
done.

This building process takes place in all three scenarios.

1. Business-to-Business,
2. Business to Consumer,
3. Inside Sales

In this newsletter, we will be discussing Inside Sales and its role in building and executing your sales plan.

We will start with the Inside Sales Job Description.

Inside Sales Job Description:

Inside sales associates must also be adept at identifying and capitalizing on new market opportunities, constantly evaluating the competitive landscape to ensure our brand and products remain at the forefront of the industry. By leveraging data analysis and market research, they can tailor their pitches and strategies to align with evolving client needs and preferences. Additionally, fostering a collaborative environment with the marketing and product development teams ensures that the sales messaging is consistent and reflective of the latest innovations and offerings.

The biggest differentiator between us and our competitors is the superior customer experience we provide, whether on the street or in an inside sales environment. During every customer interaction, our reputation is on the line.

Our Priority is Customer Satisfaction: Whether on the phone, in person, or via electronic communication, genuinely interact and connect with customers, ensure a positive experience, and exceed expectations.

Actively Listen to Customer Needs: Consistently demonstrate to customers that you are in tune with their needs and are operating in their best interest. This is extremely important when you are engaging via a phone conversation because you do not have the face-to-face customer interaction and either party can become distracted by their surroundings.

Customers know what they want but may not always explain it in a manner that is clear to you. Therefore, it is important that effective listening skills are utilized. If you do not understand a request, ask clear, positively articulated questions until you understand. Do not rush customers; allow them at their own pace to discuss what they need. Once customers have expressed their needs, confirm your understanding with them to ensure communication is clear.

Build Strong Relationships: Providing value and listening are key components of any relationship. The foundation of strong relationships also includes being fair to customers and following through on your word. Make sure to ask for assistance from others when necessary to ensure proper follow-through and response.Treat every customer how you would like to be treated.

Learn the Products and Services We Offer: Part of providing a superior customer service experience is being knowledgeable of the products and services we offer. Take the time to really learn your business so you can effectively communicate to your customers the services and value we provide.

Be Responsive and Effectively Resolve Problems: If a problem occurs, allow customers to fully explain the issue and convey empathy. If the fault lies with you or us as an organization,
take ownership of it and apologize. Take the initiative to resolve problems in a timely and effective manner. Your ability to follow up will be a key measurement stick to the customer.

Remain Positive: Always show respect for our customers, even if you find yourself in a challenging situation. Demonstrate professionalism and keep communication positive. These phone conversations can at times be frustrating to either or both parties, but your abilities to keep it positive can change the conversation from a negative to a positive.

Express Gratitude: Expressing appreciation can go a long way. It can be as simple as thanking customers for their business and loyalty. Make sure they know we are grateful they chose to do business with us.

Sales Behaviors and Descriptors of a High Performance Inside Sales Individual:

• Enthusiastic about the business
• Intuitively knows when there is a business opportunity and when there isn’t
• Demonstrates confidence in their advice
• Has figured out how to sell value rather than compete on price
• Has great energy and enthusiasm
• Ask more than they tell
• Straight with clients: strive to under promise and over deliver
• Believing taking care of detail is important
• Believes in their company’s purpose
• Follow up often, on time, and with something to say

These are characteristics and sales behaviors associated with strong and effective performance in the Inside Sales organizational role. They are actual, delivered behaviors. When such behaviors are delivered, they result in good organizational outcomes. They are also the behaviors that distinguish superior performance from threshold performance.

When looking to hire these individuals, you may want to post qualifications similar to the following:

Inside Sales Associate Skills and Qualifications (with 3-5-year minimum experience):

An outgoing individual who is comfortable interacting with a wide range of people in the markets we serve. Great interpersonal skills will help to promote interest in our product and services. A confident, pleasant phone voice will be helpful along with excellent follow-up skills as this will be key to helping the potential client make the final decision. Other essential factors include:

Salesmanship: Understands how to develop compelling value propositions to support marketing and sales strategies. Has thick skin as potential customers do not always wish to be contacted via phone and sales efforts fail quite routinely, so the ability to move on from negative situations is imperative. They will need multitasking skills, juggling multiple projects and clients is commonplace and requires good time management, diligence, and prioritization.
Communicating with Customers: Inside sales associates will generate new business by contacting people about our company’s products and services. You make unsolicited “cold calls,” follow up on leads of individuals who express any interest, or you have developed through your research. Emails and online chat platforms are other common methods of interaction.

Present Information: Clear, thorough descriptions of what differentiates us and our competitors that they are using, or they are considering. This understanding is necessary when selling isn’t conducted face to face. Whether describing items in detail or outlining service terms, inside sales associates paint a picture of what customers will get for their money. Sometimes sending along promotional material and pictures can be helpful, as can video conferences demonstrating actual use. The ability to respond quickly and intelligently to questions keeps interest alive and promotes sealing the deal.

Maintain Records: By keeping track of who has been contacted and the outcome, inside sales associates build a database as a point of reference for the future. For instance, a customer may express interest in notification when a new product or service is developed and is introduced.

Build Relationships: Making current customers feel valued provides a good foundation for future sales. Inside sales associates must follow up after purchases to inquire about satisfaction or answer questions. They also stay connected to gauge potential and future needs.

Building a robust inside sales organization can be a competitive advantage and lead to qualified leads for your field sales team. A well-trained and supported inside sales organization can be a growth engine to help you manage your customer relationships.

They can work effectively with both internal and external customers and will know how to gather and analyze customer data to discover business opportunities. From a retention perspective, they can continuously improve customer value, cement customer retention, and develop competitive advantage, understanding how to utilize customer relationships to identify high potential business, opportunity and create innovative products/services that create first mover advantage.

 

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LOOKING TO BOOK A SPEAKER FOR YOUR NEXT EVENT?

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Let’s work together. I am a practitioner as well as an educator and motivator, and an experienced senior leader and CEO with over 45 years of boots-on-the-ground experience. I led one of the largest rebranding initiatives in franchising history – The UPS Store, revolutionizing the $9 billion retail shipping and business services market.

I believe that none of us can achieve success without some help along the way. For each of us, there is a person, a mentor, who we are grateful towards and who can help us get to where we aspire to be. Sharing stories and experiences as a speaker is a way of recognizing the value of these experiences and giving back to the next generation of leaders. It also is a way of demonstrating in words and deed the value I am placing in mentorship. As for me, I have been fortunate to have worked with and mentored by some incredibly special people, and none more incredible than Coach John Wooden.

“Rocky was the Keynote Speaker at our FragilePak Connect Conference. His presentation on Balanced Leadership was educational, informative, and delivered with great energy and enthusiasm. We especially appreciated Rocky attending the conference to learn more about who we are, what we stand for and what we are trying to accomplish as a team. He received a 4.9 score on our survey and the following comments best represent the overall comments.”

“He was the best speaker and had useful life tips”

“Fantastic”

“Amazing”

Rick Schad / VP FP Certified Providers Network
FragilePak

I have broad experiences to share that can help others as they grow and take on new challenges. During my time as president of UPS Supply Chain Solutions, I integrated over 20 acquisitions that became UPS Supply Chain Solutions. I steered UPS’s entry into the health care industry and created the mantra, “It’s a patient, not a package. ®” With the ability to see a clear vision of the changing business landscape, the passion to develop strategies, tactics, and metrics to drive desired results, and the passion to develop the Best, The Brightest, Most Informed, and Best People in the industries they serve.

Please give me a call today at 610-322-0720 or email at

[email protected]

THE LEADERSHIP LIBRARY PODCAST SEASON 8

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https://tightenthelugnuts.com/podcasts

CLICK HERE TO LISTEN TO THE PODCAST: LEADER OF THE BAND

For more information visit our website https://www.3sixtymanagementservices.com/. My book,
Tighten The Lug Nuts, will also serve as a workbook for these important topics and discussions.

Read my latest Forbes article:

Don’t see the image? Click here to read the article.

TIGHTEN THE LUG NUTS: THE PRINCIPLES OF
BALANCED LEADERSHIP

Looking to become a better leader or get noticed at your job? Buy Rocky’s best selling book:

Visit our website, https://3sixtymanagementservices.com, as well as my book, Tighten The Lug Nuts, for additional information.
Contact me at: [email protected].
Have a leadership question for Rocky? EMAIL ROCKY TODAY
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