telecommunication skills

1. Copyright, 1996 © Dale Carnegie & Associates, Inc.
Telemarketing
Strategies
LaserFast Pty
By Peter Murphy

2. Structure – Morning
• Telemarketing by Numbers
• Conditioning Yourself
• Preparing for Calls
• Building a Script
• Closing
• Dealing with Objections
• Appointments
• Logging Details and Tracking Results
• Following Up

3. Structure – Afternoon
• Go Over Existing Scripts
• Practice Scripts
• Create New Scripts
• Practice New Scripts
• Practice Objections (Gatekeeper)
• Practice Other Services
• Practice Questions /Gathering Information
• Practice Closing
• Sales Toolbelt
• Live Calls

4. Telemarketing by Numbers
How many calls do you make a day?
How many appointments per day?
How many opportunities do you set each
day?

5. Telemarketing by
Numbers
• In an average telephone “blitz” you can
reach 40 to 60 companies.
• 5% should become appointments
• 20% of calls at minimum should be set as
future opportunities
• 40-50% should receive e-mails and be
recalled within 2 weeks

6. Numbers for the prospects
• The average Australian gets called 2 to 3
times per day by a telemarketer.
• Telemarketing is a nearly $500 billion a
year business.
• Americans lose $40 billion a year to
fraudulent telemarketers according to the
National Fraud Information Center.

7. Conditioning Yourself
Before you prepare for calls its
important for you to understand
telemarketing is a professional job.

8. As Telemarketers, it’s YOU
that:
• Helps BRAND your company and its
services
• Helps GROW the business and pay the
salaries
• Helps SELL products and services

9. Also It’s YOU that:
• Identifies new decision makers to talk to
• Identifies new companies to talk to
• Identifies new potential clients
• Builds deeper relationships with existing clients
• Sets up appointments for the sales people to close
• Builds a list of future opportunities
• Sells products or cross sells services over the telephone

10. If you THINK:
Telemarketing
• Is picking up the telephone just to book
appointments
This is not the job for YOU

11. Telemarketers become
skilled at:
• Communicating with people – CEOs,
CIO’s, Directors, Owners, IT Managers,
Finance Managers, etc.
• Communicating knowledge –
products, services, processes, case
studies, customers
• Closing – Sales/Booking Appointments -

12. Successful Telemarketers
Have Things in Common
What are they?

13. They:
• Are Positive
• Are Confident
• Are Persistent
• Do not Fear Rejection
• Accept the fact that they will get NOs
• Accomplish Something on Almost Every Call
• Motivate themselves to succeed
• Make a large number of calls
• Don’t waste time between calls/multitask

14. Lets demonstrate this point:
• A rejected telemarketer burns through calls,
hearing no after no, slams down the phone
muttering, swearing and ending each call
negatively
• A successful telemarketer picks up the
telephone regularly and accomplishes
something on every call – an e-mail address, a
name, a buying cycle, a timeframe for a
possible future project, a minor agreement to
call back at a later date

15. A success regardless of how
minor means
No rejection = a win
Name some WINS

16. Wins:
• Getting an appointment
• Getting a sale
• Getting an agreement for a date and time to call back
• Getting a name or e-mail of a decision maker
• Getting a list of requirements
• Identifying a buying cycle
• Identifying future projects
• Identifying a pain
• Identifying a need

17. Preparing for Calls
All successful telemarketers prepare
for calls. It’s vital that YOU prepare
for calls

18. Before you start telemarketing.
Drive away all
negative thoughts

19. You need to be:
• Excited about the calls you are about to
make for the day
• Positive on the phone,
• Happy to be doing the job
• Eager to get appointments, sales and
find future opportunities

20. You also need to Prioritize
• Which calls are the most important for the day?
• Which decision makers are difficult to reach?
Call them first..
• C-Level Executives come to work early prioritize
those first as well
• Which appointments do you need to reschedule
or confirm? Call those early.

21. You also need to set targets
• How many calls backs do you want to achieve?
• How many companies do you want to call
before 10:00am?
• How many companies do you want to call
between 10:00am and 12:00pm?
• How many leads do you want to qualify?
• How many new e-mails do you want to send?

22. Work S.M.A.R.T.
• S et reachable goals
• M anage your time
• A void interruptions
• R ecord your activity
• T rack your progress
The hardest
thing about telemarketing
is overcoming call reluctance. If
you schedule your telemarketing
time like a valuable appointment
it becomes much
easier.

23. Preparation Checklist
What can go into this list?

24. • Have you cleaned your desk?
• Do you have a pen and pad ready?
• Do you have a script ready?
• Have you printed off the calendars?
• Do you have a list of customers/case studies
• Do you have access to info on products and services?
• Do you know which call backs you are making today?
• Do you know which list you are using and where you are
up to?
• Do you have your templates ready?

25. What NOT to do in the
morning…

26. • Don’t start calling without gathering your
materials
• Don’t start calling late. You should be on the
phone by 9:00am at the latest
• Don’t waste the morning sending e-mails, this
should be automated at the end of the week
with tailored e-mails sent as when needed.
• Don’t start off calling with Negative feelings.

27. Useful Telemarketing Tools
Can you name some tools which can
be used?

28. • Jigsaw
• Linked In – existing and new positions, sales teams
referrals
• CRM – must document the processes
• Outlook – use color coding!
• Phone – 1831, access missed calls
• Google
• The Financial Review
• Seek – Commercial Property
• RP Data – Cityscope/Cityscope Lease Expiry Dates
• Survey Monkey

29. Lists:
Sources
• Dunn & Brad St
• Jigsaw, OneSource, Linked In
• BRW Magazine
• List Brokers

30. Data
• Data is the foundation of all telemarketing campaigns.
• The mathematics of telemarketing are simple: it’s high cost but high
value so you need to make it as effective as possible by using the
best data.
• Usually data accounts for only 5% of the total cost of the campaign.
• If you use inaccurate data the first few weeks of your campaign will
see staff spending the majority of their time amending records and
not making sales.
• It’s not worth cutting costs when buying data as in the long run it
will escalate other spending dramatically.
• All data needs to screened against current customers, duplications
etc.

31. Who to Target?
Who are the best people to target
within an organization when
promoting Managed IT Services?

32. Are you targeting the right
people?
Probably the biggest reason why many SMBs
don’t buy managed services is because MSPs
try to sell the wrong value proposition to the
wrong decision maker with these companies.
Rather than sell the business benefits to
company executives many MSPs try to sell ICT
outsourced services to the IT Manager. This
approach inevitably fails because the IT
manager perceives the MSP as a threat to their
job, rather than an ally in their effort to better
manage their IT operations. (Ziff-Davis)

33. Who to Target?
It depends what you are selling but for ICT:
• CIO’s, Infrastructure Managers
• CFOs, Financial Controllers
• CEOs, COOs
• Purchasing Departments

34. Targets…
• Target all Decision Makers (DM) and
influencers. Aim for the Financial DM
• Just because the IT manager is not
interested it doesn’t mean the CFO
wouldn’t be and vice-versa
• Different people need different scripts.

35. E-Mail / Marketing
Materials
The use of e-mail and marketing
materials is integral to all
telemarketing campaigns

36. E-Mail Statistics
• Approximately 10% of my appointments come
from e-mail (non-automated)
• I would guess another 20 to 30% have come
due to follows up from e-mails
How many e-mails do you send out a day?
What do you attach?

37. E-Mail Tricks
• Archive all e-mails
• Send follow up e-mails attached to the first
one. Keep the second one short.
• Consider e-mail campaigns using mail merge or
group mail.
• Always try to follow up on e-mails sent within 2
weeks.
• Use templates – writing e-mails stops you from
calling

38. Marketing Material
• Most contacts will need to be spoken to several
times before they will commit to a sale or
appointment. Having well produced marketing
material to send them can help improve this
process dramatically.
• Before you start the campaign make sure you
have well put together marketing materials to
help your telemarketers produce long term
results and to build and nurture a pipeline of
opportunities.

39. Building a Script
Just like sales, telemarketing must
have a process

40. Please Note:
• There needs to be structure and consistency to each call but
this will not come from always following a script.
• Quality sales come from constructive and fluid conversations –
these can not be achieved from only using a script.
• Using a script can often damage a brand rather than promote
it. Most professional business people are short of time; they
do not want to hear someone read out a list of marketing
messages. They will be even less impressed if the sales
person continues to doggedly stick to the script when the
conversation needs to take an unanticipated turn.
• A script is information you need to learn off by heart
which is relayed in a systematic process

41. Scripts
• There are 4 types of scripts that need to
be used IF you sell a broad range of
products or services.

42. Script Process:
• Main Script,
• Other Services Script
• Sales Toolbelt Scripts
• Smart Calling Script

43. Main Script - Guidelines
• Use your marketing material for wording to be
used in your script
• Break your script down into a process.
• This process should be repeated on EVERY call
• Determine what service you want to start the
pitch with
• Keep it Simple Stupid (KISS)

44. Overall Scripting Process
• Call
• Pitch
• Incentivise
• Gather Information
• Re-pitch
• Other Services
• Close

45. Lateral View of Process
Call
Introduce
Yourself
Ask for/Find
Decison
Maker
Handle
Objections
Pitch
Introduce
Yourself
Explain The
Call
Handle
Objections
Gather
Information
Ask
Questions
Build
Rapport
Record the
Information
Re-pitch
Determine
if we can
help
Re-pitch
Other
Services
Pitch from
Toolbelt
Book Time
to Call Back
End Call

46. CALL PROCESS:
• Introduce yourself
• Ask for the decision maker
• Handle objections

47. The “GATEKEEPER”
(Otherwise known as the receptionist)
• Their job is to find
out:
- Who you are
- Who you represent
- if what you want is
important enough to
give you what YOU
want.
• Give them what they
want:
- Listen – Name, Company
- Be direct, confident
- Talk slow
- Sound like a C-Level
- Ask to be put through

48. Example:
• Hi Mary, Is John the IT Manager there
please?
• Can I speak to John Smith Please?
• Is the CFO there please?
Get spelling! Ask some questions!

49. Tips for working with the Gatekeeper
• Building rapport is critical
• Asking for their help is a
good scheme.
• Gather Information
• Accomplish something on
every call!
• Avoid – use a backdoor
• Call Back with better info.

50. • A rejected telemarketer will give up
after she hangs up or says they are Not
Interested
• A successful telemarketer will use
different tactics or call back

51. DM not there?
• Get Direct Number
• Get Mobile
• Get E-Mail
• Call Back

52. Example 1 – Got VM
Hi Mary, You just put me through to the
Finance Manager. He didn’t pick up and I
could not understand his name on his
Voice Mail.
I would like to leave a message. What’s
his First Name, and his Last Name. Could
I send him an e-mail it would be easier?
What’s the best e-mail address? Does he
have a direct number?

53. Example 2 - DM Never picks
up
Hi Mary, You just put me through to the
IT Manager. He didn’t pick up and I need
to speak with him today if possible, can I
have his direct number? Can I also get
his mobile number please?

54. PITCH PROCESS
• Introduce yourself
• Explain the call
• Handle objections

55. To do well:
• Keep you initial pitch short
• Speak s..l..o..w..l..y
• Pause in certain places
• Mention Existing Customers
• Build Rapport
• Use a Trial Close

56. Build Rapport:
It’s important to try and build some
rapport.
Can you think of any examples?

57. Build Rapport - Examples
• How’s your day been so far?
• I have tried a few times to contact you.
Your position must keep you very busy?
• How your job going? Is it keeping you
busy?

58. Main Script - Example
• Hi John, It’s Harry Malone from LaserFast.
• How’s you day been so far?
• John, (pause) I work for a specialist ICT Solutions and Services
provider that helps clients plan, build, support and manage their
ICT infrastructures
• We are government endorsed and work with companies like The
Royal Children’s Hospital, Suzuki, Kingswood College and
Cockram who we helped save more than $400,000 this year.
• I would like to come by and introduce myself properly and
discuss our services to see if we can identify cost savings or
assist with requirements at some point?
• Are you available to meet next week or the week after?

59. Back to Rapport
• Hi (Name). I have tried a few times to call you recently.
You must be due for a holiday you always seem to be so
busy?
If the opportunity presents - Follow up
• What type of projects have you been busy with?
• Have you had any major projects on this year?
• What’s next on the agenda?
• You must be looking forward to your leave? Where are you
planning to go this year?

60. Referrals:
• (Name) I spoke with (Name) who has
referred me onto yourself. I understand
(Name) you are the Infrastructure
Manager, is that correct?
• I have spoken with (Name) in the past
who was keen for me to stay in contact

61. Etiquette / Relax Them
• If they say yes to the appointment thank
them,
Thanks for the appointment (Name) –
Incentivise, Gather Information
• If they says no to the appointment agree with
them
(Name) I understand completely, - Incentivise,
Gather Information

62. OTHER SERVICES SCRIPT
If you get a NO or there is a hesitation NOW
might be a good to use a 2nd Pitch
• John, we also help businesses with project
management, hardware staging, software
development, security, storage and disaster
recovery and we have a secure data centre if
you are looking for a fully managed offsite
backup and recovery service.

63. INCENTIVISE PROCESS
This is done before you gather
information
• Just so we come prepared
• Just so we don’t keep calling you
• So we can call you at the correct time.
• Just incase we can assist you in the
future…

64. GATHER INFORMATION
Information is gathered throughout the
process but the four main areas are:
• From the Gatekeeper
• After booking an appointment
• After getting a rejection
• After identifying a future opportunity

65. Use Open Ended Questions
where possible
Start off with open ended questions to
ENGAGE with them
• What are open ended questions?
• Why do you think they are useful?
• Can you give me a few examples?

66. Open Ended Questions:
• What type of ICT projects are in your pipeline this year or next year?
• How old are your servers? – storage solutions, copiers, routers,
• Do you have any existing companies you use for ICT projects?
• When did you last do a server refresh? network upgrade?
• Who do you use to manage or support your networking hardware?
• Have you thought about planning and implementing service
management?
• How do you support your end users?
• Have you considered outsourcing your Desktop Support?
• Which parts of your ICT environment have you outsourced?
• When is your telecommunications agreement coming to an end?
• When are you reviewing your outsourced IT provider next?

67. If they are on a contract for
anything…always ask…
• When does the agreement end? or
• When do you think you might review the
agreement next?
This creates future opportunities

68. Re-pitching
• 50%+ of all my appointments come from
a NO after the initial pitch. We keep the
initial pitch short because that is just the
beginning of the pitch!
• You need to develop a sales tool belt
to help you re-pitch once you have
gathered some information which
facilitates this

69. Example 1 – Repitch/Qualify
• The prospect tells you their Cisco Equipment
Support Agreement is ending soon.
Repitch
• (Name) Cisco are incredibly expensive when it
comes to managing hardware. We are Cisco
partners and should be able to show you a big
saving in this area. Can we come out and
discuss this at some point?

70. Gather More Information
QUALIFY by Gathering More Information
• How many Cisco’s do you have?
• What are the model numbers?
• Are they all located in your datacenter in Melbourne?
• How old are they?
• How much extra life do you want to get out of them?
• When do you realistically think you might upgrade them?

71. Example 2 – Qualify/Repitch
The prospect tells you their servers are old?
In this case you may gather some information first then re-
pitch?
• How many servers do you have?
• Which brands do you currently have?
• Do you have any performance or efficiency issues or do
they go down a lot?
• Do you have any plans to upgrade them?
• Have you virtualized any of them?
• Who do you use to support or manage the servers?

72. Pitch
• (Name) As your servers are old you have an increased risk of
hardware failure. There also comes a point where performance
and efficiency are significantly affected and this can pose a
serious risk to business operations. In terms of costs, older
servers have higher energy costs and support costs.
• I think it would be worth meeting. We could evaluate your server
infrastructure, its performance and make some recommendations
for you in regards to options.
• Costs for servers have fallen significantly and with virtualization
we can make photocopies of any data and programs on your
existing server and put them onto a new server without a costly
migration. This is quick to do.
• Is the last week of October good for you or do you prefer
meeting in November?

73. Sales Toolbelt
• You should have a sales tool belt for
each of the products or services you are
targeting the prospects for:
Lets make a list…

74. Options for Toolbelt
• ICT Outsourcing
• Project Management
• Backup & Disaster Recovery Solutions
• Multiservice connectivity – LANs, WANs, IP Telephony, Wireless
• Network Upgrades, Staging, Deployments, Migrations, Evaluations & Management
• Server Refreshes,
• IT & Desktop Support
• Service Desk Outsourcing
• Software – Licensing, Rollouts, Customization, Development
• CRM & ERP Implementation
• Virtualization – VMware, Citrix, Consultation,
• Hire Technicians/ICT Resources

75. Smart Calling
Smart calling warms up a call. You
can use existing data to facilitate
this or find new data throughout the
day:

76. You are looking for:
• Information from past conversations
• Information on the contacts themselves
• Past Contact Information
• New Positions
• Trigger Events
• Interesting Information on Businesses and Contacts
• Buying Cycles

77. Example 1 – New IT Manager
• For Example you might use Linked In
and find an IT Manager working at
Foxtel, he might have been there just 4
months. His profile might show he
worked at Coles previously.
What can you do in this situation?

78. You can do two things:
• Call Foxtel
• Call Coles
Pre call planning
• who worked at Foxtel prior?
• Who now works at Coles?

79. Example 1 – Call Foxtel
• Hi (Name) its John Smith from LaserFast. I
understand you are the new IT Manager. We
have spoken with (Name) in the past. How long
have you been there John I spoke with (name)
just 6 months ago if I remember correctly? Did
you rise internally or did you come in from
another company, Where were you before?
• (Name) was interested in us calling back in
(month),…(Pitch)

80. Another Opportunity?
• At the end, if you don’t get the
appointment you can also them if there is
anyone at Coles who might be interested
in your services and if you did ring them
which area would you recommend we
focus on?

81. Example 2 – Use Data in CRM
I tend to spit the data back at them
• Hi (Name), Its John Smith from LaserFast. I’m
not sure if you remember we spoke about X
Months ago, in (Month). You told me X, Y, Z. I
was hoping to meet with to discuss….
• Are you available next week or the week after?

82. Example 3 – Use Buying Cycle
• Hi (Name), I have spoken with (Name) in
the past who mentioned your ICT
contract with HP is ending late 2012.
• I was hoping to meet with you to put
together a no obligation proposal to
reduce your costs.
• Pitch…

83. Closing
If you are appointment setting, closing
is done by following the process described
above and asking for a date and time to
meet at the correct times.

84. Do you know any good phrases
which can help close an
appointment?

85. Phrases to help close:
• The meeting is obligation free
• It should only take 20 to 30 minutes.
• We will be visiting a client in (area) on (date and time), how
about we make it a quick discussion on this date at (time)
• Can we pencil something in for later in (month) or (month)?
• It seems that you might benefit from a discussion with us on
(topic), how is your calendar looking for…
• Based on the information you have given us it looks like you
could be….
• I am 100% positive we can show you cost savings…. (a ROI),
• (Name) seemed pretty keen for us to talk with you, are you
available. on Tuesday next week at 10:00am
• Instead of meeting can I get our Cisco expert to call you?

86. If selling over the phone you
might try
• My understanding is these sell out pretty quick, can I order
them now so we can be sure not to disappoint you.
• Name, my supplier can only hold these prices for a week..
Can you organize the PO today?
• As these are inexpensive items and I am giving you a good
price on them, it’s really not worth your time getting
further quotes on these. Can we order them today to
speed things up?
• I am going to be busy for the next few days on a project? I
would really help me if I could get the order underway
now, This will also speed up delivery for you? Can you
send me an e-mail confirming the order in the next hour or
so?

87. Fall back on an offer:
If there is interest but inroads are difficult make them an
offer and send it in writing
• Why don’t you trial us?
• We can offer you 5 x hours of ICT Support to be used
anytime with 3 months for the trial. We charge (amount)
an hour. We will give you these hours in advance. If you
are not satisfied for any reasons don’t pay us? If you are
satisfied pay us and any further hours you purchase can be
used anytime. You can use these hours for consulting, IT
support, help with rollouts, or anything you don’t like
doing. Can I send you a book of hours or would you like to
book a technician for an hour or more for a job you have
in mind?

88. Sell benefits not features
• Business decision makers are people, whatever
their role; people tend to buy on benefits, not
features
• If you focus on the benefits of your offer you will
get the prospects imagination going; helping
them to think about how their situation would be
improved if they took on your offer.
• Discussing the benefits will also address the pain
points that will hopefully have been identified
during the questioning.

89. Buying Signals
• Even on the phone there are signals which
point to appointments
• Prospects ask a lot of questions or go technical
• They talk negatively about existing suppliers
• They start asking about brands, model numbers
or costs you have
• They use particular words

90. Dealing with Objections
During the telemarketing/sales
process objections might be raised
for many reasons
Name some common objections?

91. Objections – Don’t try to close
them all!
• Not all objections are worth handling. Listen to
tone and reason to decide
• Some objections are handled to open up further
dialogue to evaluate if it’s worth meeting
• Some objections are handled with an aim to get
an invitation to call back and open up some
dialogue
• Some objections are handled to advance the
process or close the appointment/sale

92. Objections
• We have an ICT provider already?
• I don’t have time to meet?
• The IT Manager wouldn’t be interested?
• We are happy with our servers?
• Send me some information?

93. Handling Objections
Tips:
• Be relaxed, objections
are natural
• Don’t be defensive
• Work on a positive
attitude
• Smile!
Steps:
• Pause after the
objection
• Listen carefully
• Ask questions
• Get clarification
• Deal with objection

94. We have an ICT provider already?
• So (Name) you are saying you don’t want to
meet because you have an ICT provider already?
That’s fine.
• How long have you been with them? Do you
managed IT services through them or is it ad hoc
support?
• (Name) Its worth you looking at the managed IT
services model because it can help reduce
system downtime, improve application
performance and strengthen your
competitiveness. How about meeting next week?

95. I don’t have time to meet?
• John you said you don’t
have time to meet?
• What type of project are
you working on? I was
hoping to call you after it
ends?
• Is it possible to pencil
something on for next
month or the month after?

96. The IT Manager wouldn’t be
interested?
• (Name) we have spoken to (Name) in the
past and he asked us to call back. I have
my diary in front of me and he was
interested in speaking with me again this
month. Can you put me through please?

97. We are happy with our servers?
• (Name), I understand you are happy with you.
I am sure they meet your needs.
• How long have you had your current servers?
Are they virtualized?
• John you said X, Y. I can show you how to
move all these servers onto 1 server. Its quick
to do, inexpensive and will save you on support
costs, power costs and time?
• Are you available for a short discussion next
week?

98. Further Objection
Often a new objection or question will follow an
initial objection
We don’t have the time or resources to migrate all the
servers onto one server.
• Traditionally, this would have been true, we would have
had to move everything to a new server and recertify the
application on the new hardware. However, we now have
the ability to copy your entire server as it is into a portable
file and move that to new hardware You’ll never have to go
through a costly migration again as anytime you need new
hardware everything can be moved quickly.
• Lets meet next week and I will show you? How about…

99. “Send me some information”
• Excellent idea! So that the
information I send you will be
of some value, what kind of
equipment are you currently
using?
• What information specifically
were you interested in?
• Some people use that old
stand by just to get off the
phone, I know your not one of
those, so what did you want
me to send you?

100. Feel, Felt, Found
• This is another process used to help
overcome objections
• Its usually used when a prospect doesn’t
believe you or has their own beliefs
• You use this instead of attacking a
customers belief system

101. Example – Feel, Felt, Found
• I understand how you FEEL (name). Other
people have FELT exactly the same way but
after meeting with them they FOUND the extra
price we charge for IT support was worth
paying as we have an abundance of highly
qualified staff and have the right service
delivery infrastructure in place to fully meet
their expectations.
• Can we meet next week for a quick introduction
and discussion? How about…

102. Appointments
The prospect has said yes, what do
you do say and do now?

103. Gather Information
• Ask questions to determine why you are
meeting?
• Ask questions to determine what type of
equipment they have?
• Qualify using the B.A.N.T system?
• Get direct number and mobile number

104. What else:
• Meeting Requests should always be sent
• Addresses should be checked. Don’t get
from prospect unless they pick up.
• Record as much information as you can
• Reschedule as necessary

105. B.A.N.T System
• Using the B.A.N.T system (check for)
• Budget,
• Authority
• Need
• Timescale

106. Logging Details & Tracking
Results
All details need to be logged and
results need to be tracked

107. CRM Recording
• All call results should be stored in a CRM
• All e-mails should be stored in the CRM
• All sales meeting notes should be stored
in the CRM
• Buying cycles should be a key
opportunity driver

108. Essential Features of a CRM
• CRM Must be able to store multiple
opportunities
• CRM must be geared towards telemarketing
and not just sales
• CRM must have a KPI dashboard for
telemarketing and sales separately
• CRM must have duplicate detection

109. Aim of CRM for telemarketers
• Grow CRM – add organizations
• Shrink CRM – disqualify/qualify orgs
• Store buying cycles
• Create opportunities (warm list)
• Never lose a call back again

110. Following Up - admin
• Call Backs must be set and followed up
• Opportunities should be set and followed up
• Opportunities should be closed and put back
into the mix when needed
• Opportunities should have dates changed when
we things change, i.e. a competitor signs 2 yr
deal

111. Following Up - admin
• Sales need to reassign their opportunities
when they have finished.
• Sloppy admin costs BIG MONEY in sales
• Telemarketers need to be date driven
• Dates need to be set earlier than asked
• Leads should be nurtured

112. Summery
Q & A