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OUTBOUND CALL: SALES
AGENDA • Welcome • OBJECTIVE • Warm Up • Presentation • Practice activity
Objective: By the end of the lesson, students will be able to performance outbound call sales, in order to make effective the sale of products and services, in the call center practice by the realization of scripts and exercises.
PLEASE, SELECT A NUMBER! 1 2 3 5 4
WhatisOutbound Sales? The definition of outbound sales refers to the process through which sales reps make outbound sales calls or utilize other sales channels to reach prospects. Outbound sales are where a seller, which is typically a sales rep, initiates engagement with a potential buyer. This is opposed to inbound sales, where the potential buyer begins the conversation. Outbound sales sometimes involves cold calling leads on a list, though often reps call leads that have previously demonstrated demand by engaging with a brand’s content, filling out a form, emailing a business, or making a previous call to a business.
There are two types of Outbound Sales: B2B (business-to-business) B2C (business-to-consumer)
Outbound Sales for B2B Companies In business-to-business (B2B) sales, reps sell to members of prospective companies. In B2B sales, sales cycles are often longer and closing a deal often involves multiple touches. Following up with prospects is a key role for B2B outbound sales reps. B2B reps will customarily call leads that either they or another rep have dialed before. That’s why it’s so vital for B2B sales reps to log activities in CRM tools like Salesforce, so that every member of a sales team can know a lead’s status in real time.
Outbound Sales for B2C Companies Inside sales reps working for business-to-consumer (B2C) companies usually sell lower ticket items and sales are often more transnational. Some examples of B2C companies are companies that sell insurance policies, stocks, or time shares. B2C sales reps typically have to dial larger amounts of leads each day than reps at B2B companies, since B2B prospecting tends to be more strategic and less emotional.
Types of Outbound Sales Reps: Sales Development Reps Sales development reps are reps that are tasked with outbound prospecting. They are frequently given a list of leads to call. While they sometimes cold call these leads, they often reach out via email or social media first in order to make a connection. Rather than closing deals, sales development reps are tasked with creating opportunities for account executives (also called closers or salespeople). This saves top closers the trouble of having to prospect for their own leads. By only selling to qualified sales leads, account executives can maximize the amount of revenue they close per quarter.
Lead Response Reps Lead response reps often make outbound calls to leads that have demonstrated demand by filling out a form, attending a webinar, reading a blog or downloading a video. Even though they are tasked with following up with inbound leads, much of what lead response reps do is actually making outbound sales calls. Like sales development reps, they are in charge of creating opportunities for account executives.
Auto Dialers Outbound sales reps are sometimes given quotas of how many outbound calls must be made in a particular day or week. In order to dial as many leads as possible, many outbound sales reps adopt tools like predictive dialers and refractive dialers that can maximize the number of leads that they can dial in a particular day. The most intelligent dialers provide data about prospects within the context of calls to help assure that calls aren’t cold. This data can be from CRM tools like Salesforce, social media sites and more.
Click-to-Dial from CRMs Outbound sales reps using CRM tools like Salesforce sometimes adopt click-to-dial solutions that let them dial reps directly from their CRM tool by clicking on a lead’s contact information. This can be especially helpful when reps are using lead list views in their CRM. Local Presence Dialers Leads have been proven to answer calls from local area codes far more often than toll-free or long distance numbers. A local presence dialer can radically improve connection rates by enabling outbound reps to always dial leads from numbers with local area codes.
Voicemail Automation Leaving voicemail messages during outbound sales prospecting can often be a time-consuming task. Voicemail automation solutions can help maximize reps’ sales time by enabling them to leave prospects prerecorded voicemail messages with a single click.
Engaging the prospect during the call The defining moment of your outbound calls strategy is, unsurprisingly, the actual first phone call. Bedside manner is crucial, even with a sound foundation of a qualified prospect list and a clever script. There are so many resources on the most efficient ways to ace cold calls, warm calls, survey calls, and every other type of call known to man. Because of that, here is a short checklist to ensure that a given outbound call is a success.
1. Grab their attention The very start of a call is of paramount importance. If an agent doesn’t pique the prospect’s interest, the latter won’t lose much if they simply hang up. Call the prospect by their name, show them that you’re interested in them, their situation, and the betterment thereof. Don’t sound cookie-cutter, and don’t make the mistake of centering the conversation around yourself.
2. Make them feel valued Immediately make the prospect feel that you’re calling them for a reason. Mention something you know about their business that pertains to your end goal. This is why it’s worthwhile to do your homework and only work with qualified leads about which you already have a measure of intel.
3. Be mindful of their time Time is the most valuable currency. Show the prospect that you value their time (and yours) as much as they do. Ask them how much time they have before launching into your pitch, and be direct.
4. Don’t make promises you’re not sure you can keep The initial call is successful if you manage to whip up the prospect’s enthusiasm. However, especially if the call is going well, resist the temptation to rush in a blaze of glory. If you make a commitment to a prospect before you know the ins and outs of their situation (which is nigh-impossible without running long on your first call), and can’t follow it up with actions, that prospect’s trust will be gone forever.
5. Set a follow-up meeting That’s what a follow-up meeting is for. Once you have the prospect’s interest, quickly set a time for a subsequent beating while the iron is still hot. This way, you’ll end the call on a high note and will be able to prepare the follow-up call properly. You’ll come off as more knowledgeable and professional, which is sure to bode well for a prospective client.
Outbound Sales Call Script Example Outbound sales call scripts help sales reps have productive conversations with customers and leads. Creating effective call scripts involves understanding your product or services and knowing how to engage a prospect, uncover their pain points, and effectively close deals. We’ve included eight free outbound sales call script examples for a wide range of situations.
Write: • Customer name • Your name • Name of your product or service • Name of your company
