The document discusses best practices for managing an inside sales team using Salesforce.com. It recommends having a clear call strategy that includes optimizing contact rates, speed of response, call timing, and persistence. It also suggests leveraging Salesforce features like lead scoring, the console, dashboards, and a dialer to help reps manage their day. Additionally, it provides tips on measurement, management, avoiding channel conflict, and providing marketing support to reps.

1. Best Practices for Managing Inside Sales with Salesforce.com
|
Email
Like
Explore
Save
|
Go
Upload
Submit Query
PRO
Login
Signup
Embed
Related
More
Salesforce.com Org
Migration Overview
2836 views
Insidesales.com Overview
231 views
Usability and Salesforce Dallas Salesforce.com User
Group September 2011
1160 views
ROI Analysis of Leads LeadsCon 2013
662 views
High Lead Velocity with
InsideSales.com and ActOn
550 views
1
The Ultimate Revenue
Engine: Maximizing Results
Through Inside Sales and
Marketi…
/35
2569 views
HubSpot & InsideSales.com
Secrets Revealed
Best Practices for Managing Inside Sales with
Salesforce.com
1,984
Ribbit Enduser Training Q209
by ShellBlack, Principal at ShellBlack.com on Sep 03, 2012
+ Follow
667 views
views
894 views
Best practices for managing an inside sales team with Salesforce.com. Call strategy, lead scoring, using a
console or a dialer, management and measurement tips and tricks. Know when to call, how many ...
More…
More…
Inside Sales: Selling to the
Inside Sales Industry - Dave
Orrico
227 views
Force.com integration-book2009
430 views
No comments yet
51253468 best-practices-forsales-managers
247 views
Aprimo + Salesforce Master
Deck
1043 views
Post Comment
Subscribe to comments
4 ways to grow your small
business with Salesforce
CRM
http://www.slideshare.net/ShellBlack/best-practices-for-managing-inside-sales-with-salesforcecom[12/19/2013 8:43:38 AM]

2. Best Practices for Managing Inside Sales with Salesforce.com
768 views
2 Likes
devanshigarg
Easy Adoption Making
Salesforce a Rep's Best
Friend
1 month ago
4274 views
Rhonda Ross, Senior Consultant at Appirio
6 months ago
Ultimate Revenue Engine:
Maximizing Results Through
Inside Sales and Marketing
A…
581 views
Lead Scoring in
Salesforce.com - Part 1
7441 views
I F F05 Dushyant Pandya
091807
1448 views
Best Practices for Managing Inside Sales with Salesforce.com
Presentation Transcript
Lead Generation Methods
2013 - Ken Krogue
545 views
1. SalesforceInside SalesBest PracticesAugust 2012 Copyright ©
ShellBlack.com
2. Agenda• Have a Call Strategy• Leverage Salesforce• Measurement and
Management• Other Items to Consider• Appendix 2 | Copyright ©
ShellBlack.com
3. Call Strategy• For this team, since the main method of engaging contacts
Research: Sales Force CRM an effective solution for
small en medium size
enter…
137 views
31 Inside Sales Must Haves
for Driving Leads,
Appointments, and Sales
2381 views
will be by phone, it is important to have a Call Strategy in place• Your Call
Strategy should be designed to accomplish these three things: 1 Increase
I T E006 Leigh 091807
3672 views
contact rates 2 Know who to call (and something about them) 3 Have a goal
for each interaction (what to accomplish) 3 | Copyright © ShellBlack.com
4. Things that can increase ContactRates• Quality Lead sources• Speed to
Sales Cloud Quick Peek at
Salesforce
1301 views
respond to a new Lead• Timing - Time of Day & Day of the Week•
Persistence• Having a Direct Dial Number• Calling from a Local Number 4 |
7 Practical Sales Tips
Copyright © ShellBlack.com
2925 views
5. Speed Matters (Immediacy) WhenResponding to a New LeadCall new
Leadsquickly – it’sreally thatsimple “The Lead Response Management Study”
Top 5 Salesforce Apps
303 views
by Dr. James Oldroyd. MIT 5 | Copyright © ShellBlack.com
6. Timing Matters – Time of DayOptimize yourcall times if yourreps can
Plone+Salesforce
onlydedicate alimited amountof time each dayto outboundcalls.Not a good
105 views
timeto talk? Ask yourcontact when isa good time tocall back. “The Lead
Response Management Study” by Dr. James Oldroyd. MIT 6 | Copyright ©
ShellBlack.com
CTI In the Cloud: the New
World of Cloud-based
Telephony
1472 views
7. Timing Matters – Day of the WeekPeople are busy during the beginning of
the week, and by the end ofthe week they are not interested in starting new
Desynit Salesforce Guide –
pdf guide design
projects. “The Lead Response Management Study” by Dr. James Oldroyd.
166 views
http://www.slideshare.net/ShellBlack/best-practices-for-managing-inside-sales-with-salesforcecom[12/19/2013 8:43:38 AM]

3. Best Practices for Managing Inside Sales with Salesforce.com
MIT 7 | Copyright © ShellBlack.com
1201 sfdcgcpd
8. Be PersistentThe averagesales rep onlymakes 1.3phonecalls on a
159 views
leadbefore givingup.If the contactratio is 10%,then 10 calls =1 contact! “The
Lead Response Management Study” by Dr. James Oldroyd. MIT 8 | Copyright
Call Center Dialer
© ShellBlack.com
685 views
9. Direct Dial Numbers HelpGoogle with a wild card search onthe phone
number and theperson’s name – for example,“Joe Contact (214) ***-****” –
I F F06 Sal Caruso 091807
1189 views
will often return results withdirect phone numbers. Othertools that can be
used to finddirect dial numbers include:LinkedIn, Zoominfo, InsideViewand
Data.comAlso, don’t be afraid to leverage acell number!TIP: Next time you
hear “Your call is being answered by Audix,” punch in **6. It will say “enter
8 key plays for sales
success - transforming your
business with Salesforce
3606 views
last name, followed by poundsign.” Put in the contacts last name (e.g.
Richard), and it will say “Steve Richard, extension 4237.” Now that you have
Salesforce service sheet
409 views
that magic10 digit direct dial number! 9 | Copyright © ShellBlack.com
10. Use a Local Number if Possible Source: “31 Sales Must Haves” –
FCC TCPA Rule Changes
InsideSales.com 10 | Copyright © ShellBlack.com
185 views
11. Don’t Waste a Call Attempt• Do some research upfront (next slide) §
Know who to target (roles in the organization) – Try to identify Contacts with
the budget, authority, need, and timeline (BANT) §
The goal is to know
something about the contact and their company in order to build rapport
quickly• Know how to disposition calls that do not result in a contact• Have a
call script and an objective for each interaction 11 | Copyright ©
ShellBlack.com
12. Buy or Enrich Existing Lead RecordsData.com /Jigsaw allows youto
search forContacts byCompany, Level,Department, Title,etc.Check to if
youhave missing orout of datecontactinformation 12 | Copyright ©
ShellBlack.com
13. Do your homework in advanceLeverage Salesforce“Social Contacts”:•
LinkedIn• Twitter• FacebookVisit the company’swebsite:• What do they do?•
Read their pressreleasesThe more you know,the easier to buildrapport &
credibility 13 | Copyright © ShellBlack.com
14. Have a plan on how to disposition each unsuccessful call
attemptExample: After the first call, be sure to leave your first voicemail and
email.You should not leave another voicemail or email until after the fourth
and thesixth call Source: “31 Sales Must Haves” – InsideSales.com 14 |
Copyright © ShellBlack.com
15. Call Scripts – Make the Most of Each InteractionExample six step process
to ensure a productive and successful first call:• Step1: The Opening – This is
http://www.slideshare.net/ShellBlack/best-practices-for-managing-inside-sales-with-salesforcecom[12/19/2013 8:43:38 AM]

4. Best Practices for Managing Inside Sales with Salesforce.com
where you introduce yourself. Tell them who you represent and whyyou’re
calling. Reinforce what the lead expressed interest in.• Step2: Establish Trust
/ Build Rapport – Do some research in advance (look at the
company’swebsite and your target contact’s LinkedIn profile) so you can
demonstrate you know something aboutthem and their company (see
previous slide).• Step 3: Positioning – Where do you stand in the race? What
does your company offer, and how is itdifferent from competitors in your
industry?• Step4: Cool Feature and Key Benefit – What can you do and,
more importantly, what can you do forme? It’s great if you can state a
quantitative benefit.• Step 5: Proof Story – Why do you have credibility? What
proof can you impart that indicates whatyou’re telling me is accurate? This is
where you tell the success story of another customer, quote anarticle, a piece
of research, something outside of what the company itself is saying.• Step6:
C2C (Commit to Continue) – Do you have time right now for me to show you
how we canmake your business more successful? Set the appointment as
early as possible in order to maximize theper- cent of appointments held. 15 |
Copyright © ShellBlack.com
16. Your Contact Strategy can bereplicated over multiple channels(don’t limit
yourself to email andphone) 16 | Copyright © ShellBlack.com
17. Agenda• Have a Call Strategy• Leverage Salesforce• Measurement and
Management• Other Items to Consider• Appendix 17 | Copyright ©
ShellBlack.com
18. Help Reps Manage Their Day• Don’t let the day rule the rep (don’t be
reactive)• Organize data in Salesforce to support a rep’s call strategy,
account planning, and pipeline management• Ensure reps know how to
leverage: §
Tab Views (“My New Leads”, “My Open Opportunities”) §
Lead Scoring system (later slide) §
Dashboards (later slide) §
A
Activities
(Emails, Log-A-Call, Tasks and Events) §
Stage, Close Date, Contact
Roles, and “Next Step” on Opportunities §
Console View or a Dialer (later
slide) §
Chatter (for deal collaboration) 18 | Copyright © ShellBlack.com
19. Lead Scoring• A Lead Scoring system answers the following question
quantitatively – “Who are my hot Leads?”• The higher the score, the farther
along the Lead should be in the evaluation, and ultimately, the buying
process• Three basic questions that should carry a lot of weight in your score
(1) is this the right contact (2) are they a good fit and (3) are the interested•
Lessor weighted, but can incrementally adds value over time, is the lead’s
continued engagement with the salesperson (e.g. responds to emails, phone
calls, requests information, agrees to meetings, etc.)• How complete a record
can impact your lead score (e.g. do you have a direct dial number, their title,
department, etc.)• Points can be added for the right company demographic
(size, industry, Lead Source)• Leverage Workflow and formula fields on the
Lead record to calculate the score for the rep 19 | Copyright ©
ShellBlack.com
http://www.slideshare.net/ShellBlack/best-practices-for-managing-inside-sales-with-salesforcecom[12/19/2013 8:43:38 AM]

5. Best Practices for Managing Inside Sales with Salesforce.com
20. Benefits of Using the Console• The Console is a multi-pane view that
allows a rep to step through a targeted list based on a View of either Leads
or Contacts and log activities from a single screen - thus reducing clicks 20 |
Copyright © ShellBlack.com
21. Benefits of Using a Dialer • Measure the amount of time reps are on the
dialer • Voicemails can be pre-recorded so a rep can start to leave their
voicemail and move on to the next call, increasing call efficiency •
Management can set the dialer to record a percent of calls over a certain
duration (e.g. 60 seconds) to inspect call quality and rep knowledge (great for
managing remote reps) • Ability to dial from a bank of local numbers •
“Screen pop” incoming calls (matching on the phone number of the Lead or
Contact record) 21 | Copyright © ShellBlack.com
22. Voicemails and Emails can bequeued up with a Dialer todisposition call
attempts quickly 22 | Copyright © ShellBlack.com
23. Agenda• Have a Call Strategy• Leverage Salesforce• Measurement and
Management• Other Items to Consider• Appendix 23 | Copyright ©
ShellBlack.com
24. Measurement Best Practices• Use the same metrics up and down the
organization §
If it is important to the manager to track, it’s important to the
rep• To avoid surprises at the end of the month, give each rep their own
Dashboard so they can track their progress towards goals• Leverage the
“Running User” on Dashboards and set the underlying reports for “My
Records.” This will make it easier to clone Dashboards for new reps• Use the
Gauge metric to track attainment towards goals (or conditional formatting in
tables - i.e. shade the number red, yellow or green)• Show them the money!
(self motivate) If possible, have a rep’s dashboard show commission
obtainment MTD / QTD based on closed deals• Know which Lead Source
(list) produce the best quality leads. Track contact, conversion and win rates
by marketing source 24 | Copyright © ShellBlack.com
25. Management Best Practices• Run your weekly sales meetings from your
Salesforce Dashboards. No need to have reps submit a weekly forecast – it’s
in Salesforce!• Don’t allow reps to talk about deals that aren’t being tracked
in Salesforce. If it’s not in Salesforce it doesn’t exist• Promote friendly
competition with “Leaderboard” Dashboards with user profile photos (no one
wants to be on the bottom of a list)• Spotlight reps hitting their objectives to
demonstrate to the rest of the team the goals are obtainable• Spend the time
needed to educate reps on how to read pipeline metrics to understand
concepts like pipeline health and stage aging 25 | Copyright © ShellBlack.com
26. Easy things to measure inSalesforce• Activities §
Meetings created §
Use a custom “Type” field for further categorization (e.g.
presentations made) §
§
Dials, Emails Sent,
Login frequency §
“Last Activity” on a record (activity aging)• Adoption
Records created• Sales Process §
Leads converted
http://www.slideshare.net/ShellBlack/best-practices-for-managing-inside-sales-with-salesforcecom[12/19/2013 8:43:38 AM]

6. Best Practices for Managing Inside Sales with Salesforce.com
§
Opportunity Stage Aging §
Close rations (win ratios)• Quota Attainment
§
Sales MTD, QTD vs. Goals 26 | Copyright © ShellBlack.com
27. Agenda• Have a Call Strategy• Leverage Salesforce• Measurement and
Management• Other Items to Consider• Appendix 27 | Copyright ©
ShellBlack.com
28. Don’t Recreate the Wheel• Leverage the knowledge from other sales
groups to increase effectiveness early §
mo, 6 mo?) §
year) §
§
What is the typical buying cycle (3
Is there seasonality to these services (e.g. tax time, end of
What’s the average size deal §
How do they overcome objections
Who do they target (role in the organization) §
themselves against the competition §
How do they position
If contact attempts are unsuccessful,
is there a handoff back to marketing for continued lead nurturing §
Who can
the rep engage if they have a question 28 | Copyright © ShellBlack.com
29. Establish Ground Rules up Front• Are reps able to call on existing
contacts?• Establish when a sale should be handed off to outside sales §
What makes a deal “too complex” (e.g. delivery across multiple locations,
services that are tied to other operating companies)• Establish rules for
channel conflict and sales crediting §
When is a Contact “free game” (e.g.
no interaction with an existing Contact for six months, or no sale to that
company in over a year) §
Use Salesforce as the system of record §
If a
sale has to be handed off, is there any sales credit for the originating rep? 29
| Copyright © ShellBlack.com
30. Provide Marketing Support• Don’t allow reps to create their own
marketing materials. Create a content library of approved customer facing
materials that adhere to brand guidelines §
§
White Papers §
HTML Emails §
Proposal Templates and Contracts §
Presentations
Testimonials §
Approved List of Client Referrals• With the exception of email templates, store
resources in Documents or Files in Salesforce 30 | Copyright ©
ShellBlack.com
31. Staffing Considerations• Align comp plans with the desired results• A new
team will need intensive training and coaching (system, process & product)•
Partner new reps with sales leaders• Learn quickly what profiles are
successful for future hires• Always have a pipeline of potential new hires –
you will have turnover 31 | Copyright © ShellBlack.com
32. Appendix 32 | Copyright © ShellBlack.com
33. Top Problems for Inside SalesManagers Source: January 2012 –
InsideSales.com - 608 respondents, 350 were sales managers and 258 were
sales reps 33 | Copyright © ShellBlack.com
34. Top Problems for Inside SalesReps Source: January 2012 –
InsideSales.com - 608 respondents, 350 were sales managers and 258 were
sales reps 34 | Copyright © ShellBlack.com
http://www.slideshare.net/ShellBlack/best-practices-for-managing-inside-sales-with-salesforcecom[12/19/2013 8:43:38 AM]

7. Best Practices for Managing Inside Sales with Salesforce.com
35. ShellBlack.com, LLC• ShellBlack.com, LLC is a Salesforce Cloud Alliance
Partner located in Dallas Texas• Our goal is to help companies maximize their
CRM investment by providing elegant Salesforce solutions that facilitate how
you market, sell and support your customers• For Salesforce news, updates
and information follow us on Twitter: @Shell_Black• Learn more about us
online at: www.ShellBlack.com 35 | Copyright © ShellBlack.com
Twitter
Find us on
Find us on
Facebook
Google+
PRO & MORE
DEVELOPERS & API
About
SlideShare 101
Go PRO
Developers Section
Careers
Terms of Use
Enterprise Sales
Developers Group
Our Blog
Privacy Policy
PRO Features
Engineering Blog
Copyright & DMCA
Community Guidelines
Help & Support
LinkedIn
USING SLIDESHARE
Contact Us
Follow us on
LEARN ABOUT US
Press
Follow us on
SlideShare on Mobile
© 2013 SlideShare Inc. All rights reserved.
http://www.slideshare.net/ShellBlack/best-practices-for-managing-inside-sales-with-salesforcecom[12/19/2013 8:43:38 AM]
Blog Widgets
ENGLISH