The document emphasizes the importance of effective information gathering by companies during inbound calls, suggesting they should record answers into a CRM system to avoid repetitive questioning. It advocates for asking meaningful follow-up questions to enrich client data and improve personalized service. The author encourages companies to enhance their call handling practices for better outcomes.

1. C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N
G AT H E R I N G O P P O R T U N I T I E S
P R E S E N T E D B Y B R A N D O N S C H A E F E R

2. Presented by Brandon Schaefer
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N
G AT H E R I N G O P P O R T U N I T I E S
• I’m constantly amazed when I speak to a large
company that repetitively asks me the same questions
every time I speak with them on the phone.

3. Presented by Brandon Schaefer
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N
G AT H E R I N G O P P O R T U N I T I E S
• It’s like the person I’m talking to on the phone is
asking me the questions, but writing them down on a
piece of paper that they throw away at the end of the
day.

4. Presented by Brandon Schaefer
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N
G AT H E R I N G O P P O R T U N I T I E S
• My thought is… “why in the world are they not
entering the answers to my questions into some type
of CRM so that when they’re talking to me, they
already see that I’ve already provided my answer.”

5. Presented by Brandon Schaefer
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N
G AT H E R I N G O P P O R T U N I T I E S
• This just seams to make sense to me… and it probably
does to you as well.

6. Presented by Brandon Schaefer
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N
G AT H E R I N G O P P O R T U N I T I E S
• Even better, why don’t they have the support person
that a client is speaking with ask different questions if
the initial ones have already been answered, thus
gathering even more information from the person
they’re speaking with.

7. Presented by Brandon Schaefer
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N
G AT H E R I N G O P P O R T U N I T I E S
• The more information you have, the more you can
deliver personalized content and marketing collateral
that resonates with the user.

8. Presented by Brandon Schaefer
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N
G AT H E R I N G O P P O R T U N I T I E S
• Companies are building huge outbound telemarketing
resource divisions, but they’re really missing the boat
on the sweet spot of information gathering
opportunities on the inbound side.

9. Presented by Brandon Schaefer
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N
G AT H E R I N G O P P O R T U N I T I E S
• The thing with inbound calls is that you already have a
person on the phone, so why not ask a secondary level
question or two and continue to add information to
your contact database.

10. Presented by Brandon Schaefer
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N
G AT H E R I N G O P P O R T U N I T I E S
• For example, if someone calls in to place a service call,
obviously have the phone support rep take the call as
normal, but at the end of the call, have them simply
ask if they’d like to talk to a sales rep about their
current situation.

11. Presented by Brandon Schaefer
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N
G AT H E R I N G O P P O R T U N I T I E S
• The most popular phrase I hear at the end of a call is,
“would you like to take a survey,” and I’m like, “that’s
totally ridiculous,” because a survey doesn’t solve any
problems for me… and when I need help from a
company, it’s all about me, not them.

12. Presented by Brandon Schaefer
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N
G AT H E R I N G O P P O R T U N I T I E S
• Listen, you get the idea here… I’m not going to keep
beating this to the ground here.

13. Presented by Brandon Schaefer
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N
G AT H E R I N G O P P O R T U N I T I E S
• Think about the way you’re handling your inbound
calls, and think about one or two questions that you
can ask at the end of a call that are ultimately going to
help your client do better personally or in business…
and for the sake of my own sanity… please enter every
piece of information you gather while on the phone
with someone into a CRM tool.

14. Presented by Brandon Schaefer
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N
G AT H E R I N G O P P O R T U N I T I E S
• There you have it… now that you know better, go out
and do better. Help yourself out by doing this, and
you’ll see great results… it’s that simple.

15. Presented by Brandon Schaefer
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N
G AT H E R I N G O P P O R T U N I T I E S
• As always, my team, as well as myself, are here to help,
just open up a support ticket with us, or call
1-888-370-9917 anytime, and one of our team
members will get you setup in the right direction.

16. B R A N D O N S C H A E F E R
Thank You