Manager Essentials Creating a process based telephone prospecting program contactscience

1. Manager Essentials Creating a process based telephone prospecting program www.contactscience.com

2. Truisms in action ‘What’s measured, improves’ Peter Drucker ‘They respect what you inspect.’ Unknown www.prospecteasy.com/manage

3. The dial starts the deal P P Sales Cycle $$ D C A Pipeline The process is the same, no matter who is being called. A litmus test for long term success. 1 2 3 Appointments Conversations Dials - Dials after Canvas

4. The dial starts the deal P P Sales Cycle $$ D C A Pipeline 1 2 3 Move any metric by 1% and revenue moves the same 1% in the same direction. Appointments Conversations Dials - Dials after Canvas

5. Prospecting process metrics Efficiency– Generating more conversations with a Decision Maker in less time. Effectiveness– Converting more of those conversations into appointments. Conversation Ratio D C A Dials per Week Appointment Ratio

6. Prospecting process metrics 100 10% Conversation Ratio = 1 Appt D C A Dials per Week Appointment Ratio 10%

7. Prospecting process metrics 100 8% Conversation Ratio = 1 Appt D C A Dials per Week Appointment Ratio 13%

8. Prospecting process metrics 100 13% Conversation Ratio = 1 Appt D C A Dials per Week Appointment Ratio 8%

9. Prospecting process metrics 100 12% Conversation Ratio = 1.5 Appt D C A Dials per Week Appointment Ratio 13%

10. Improving metrics Leverage – measureable movement of all three metrics at the same time Conversation Ratio Dials per Week Appointment Ratio D C A Activity Goal 2 & 3 4 5

11. Improving metrics Leverage – measureable movement of all three metrics at the same time Conversation Ratio Dials per Week Appointment Ratio D C A In the same amount of time

12. A comprehensive solution Success at the business process of telephone prospecting requires execution of the ideal combination of Art, Best Practice & Science for the pursuit of a group of targets. • Skills training to turn more conversations into appointments (what to say when they say Hello) • Pursuit plan who to call, the number and frequency of calls, the messaging to deliver, what to do when the pursuit ends. • Navigation of Best Practice, organization, record keeping, metrics and reporting. Discipline.

13. The Sales Cycle P P P P P P $$ Business Process Series of events Pipeline Manage the Pipeline A Run the Appointment D C A Set the Appointment

14. The Sales Cycle P P P P P P $$ Business Process Series of events Pipeline Manage the Pipeline A Run the Appointment D C A Set the Appointment

15. Best Practice: Roadmap D D C A P $$ S A P S Pipeline Wait 5 days VM - EM Hi Bill, you may have noticed that I have been calling the last few weeks. This may not be a good time, so I won’t continue. However, if my messages about <core message> are of interest to you, I would enjoy a short conversation. Otherwise, I will give you another call in a few months. D Wait 5 days VM - EM D Pursuit Framework Pursuit Messaging Wait 5 days VM - EM D VM - EM If no response, ReCycle. Start this pursuit plan again later in same cycle.

16. Long term BP - the territory • Every pursuit comes to an end • Naturally – no contact at all. • Conversation - Chat Driven - contact, but no Appointment • Appointment Driven - reach closure after you go on the Appointment Cold Call Warm Call Follow-Up Dials No Contact ReCycle ReCycle Conversation Remove ReCycle Appointment Remove Goes into the Pipeline Success

17. Navigate yourBest Practice Two Screens & a Mouse Fast, Easy, Precise iPad Patent: 8,185,429

18. The mechanics The physical effort to navigate calling 10 targets in a row measured in Clicks, Screens and Time These mechanics gathered from power users of these CRMs. Klpz provides structure: framework, messaging, and metrics.

19. Prospecting Process Metrics Activity Efficiency - Effectiveness • Remedies - • The List • The Best Practice • The Caller

20. Prospecting process metrics Efficiency – Generating more conversations with a Decision Maker in less time. Effectiveness– Converting more of those conversations into appointments. Conversation Ratio D C A Dials per Week Appointment Ratio

21. Efficiency Basics Efficiency Basics • Understand the Prospectors Handbook • Follow Conversation Rules: • With the Decision Maker • The Conversation you wanted. • Know how to Reach Closure Correctly • Know when the pursuit is over (for this set of calls.) • Reach Closure after the Appointment • Enter Prospect into CRM if Appointment is Success • Backfill Worksheet at beginning of each week • Correct Call Block report each day, or by COB Friday.

22. Handbooks If it is not written down, it does not exist. They respect what you inspect. If prospecting is XX% of their job, it should be XX% of each sales meeting.

23. Conversations • ‘Conversation’ is key to accurate metrics. Conversation Ratio D C A Dials per Week Appointment Ratio

24. Chat or Conversation? • Conversation is selected only when • You spoke with the Decision Maker, • And, had the conversation you wanted.(It does not have to turn out like you had hoped; that would be an Appointment.) Anything else is a Chat • Chats • If there is a Chat, there should be a Comment. What constitutes a Conversation? You open, ask for appt. They respond You can respond to that response

25. Long term BP - the territory • Every pursuit comes to an end • Naturally – no contact at all. • Conversation - Chat Driven - contact, but no Appointment • Appointment Driven - reach closure after you go on the Appointment Cold Call Warm Call Follow-Up Dials No Contact ReCycle ReCycle Conversation Remove ReCycle Appointment Remove Goes into the Pipeline Success

26. Long term BP - the territory D C A Cold Call Warm Call Follow Up Dials ReCycle – Put through another Cycle later. Remove – Never call again. (not DM, company not qualified) Success – An opportunity. Going to Pipeline. No Contact ReCycle ReCycle Conversation Remove ReCycle Appointment Remove Goes into the Pipeline Success

27. Goals & the Worksheet • Backfill Worksheet • Should have correct number of names so that you will hit your dial goals by calling each one - once a week - according to Best Practice. • Set Call Block for the Week Weekly goal is 50 pursuits Call each name once a week =50 names

28. Goals & the Worksheet • Backfill Worksheet • Should have correct number of names so that you will hit your dial goals by calling each one - once a week - according to Best Practice. • Set Call Block for the Week

29. Metric Accuracy • Access Suspect’s Profile to make changes • Reaction • Closure Selection • Closure radio buttons • Comments

30. Review Call Block Report

31. Tips to accurate database • Clear definitions • Conversation vs Chat • Closure (Watch Closure Video as a group) • Review Scenarios in Prospector’s Handbook • Set expectations for what should be in Comments • Who is accountable for data entry? • Who is your administrator?

32. Efficiency Basics Effectiveness Basics • Role Play, Role Play, Role Play • Top two or three pushbacks • Soft No - Send Literature, Too Busy • Gatekeeper Skills • Attend skills classes, be familiar with materials

33. Handling aNO technique

34. Prospecting process metrics Efficiency – Generating more conversations with a Decision Maker in less time. Effectiveness– Converting more of those conversations into appointments. Conversation Ratio D C A Dials per Week Appointment Ratio

35. Challenge: Completing Call Block • Minutes spent on Action Page by very efficient Klpz users: • 1.8 - No Conversation or Chat; leave VM and send email. • 3.0 - Couple of conversations or chats in the hour • Working required Call Blocks until goal is achieved:Stop when you achieve dial goal – keep going if you don’t

36. Challenge: Pushbacks • I have my own way of doing things • I don’t like scripts • This is a different process than I used before • My way is faster / easier / better • Klpz is hard to learn/use I don’t like report cards

37. Challenge: Behavior Modification • Manager focus • Weekly review of reports until caller ‘gets it.’ • Prospecting process is part of each Sales Meeting • Role Play, Role Play, Role Play • Callers ‘get it’ • Understand ratios and have correct expectations • Operate the process correctly – Eg. Backfill • Achieve activity goals weekly

38. Program Oversight For Managers - Daily • Check in with caller each day – 10 minutes • Ask for best call from yesterday • Review the Daily Call Block (can be emailed to you each morning) • Ask ‘are there any roadblocks to hitting your dial goals that I can remove?’

39. Program Oversight For Managers - Weekly • Confirm their calling times for upcoming week • Attend Backfill class or watch Rep do a Backfill • Review Call Block report • Did they Hit Dial goals • Did they Hit Efficiency and Effectiveness targets • Listen to Conversations, Chats and Left VM • Check for list quality • Review the Closure status’ for accuracy • Discuss remedies • Role Play a couple of skills techniques • Review page from Prospector’s Handbook

40. www.prospecteasy.com/manage support@klpz.com 214-483-5800 ext. 2000

41. Manager Advanced Creating a process based telephone prospecting program www.contactscience.com

42. Prospecting process metrics Efficiency – Generating more conversations with a Decision Maker in less time. Effectiveness– Converting more of those conversations into appointments. Conversation Ratio D C A Dials per Week Appointment Ratio

43. Efficiency Basics Efficiency Basics • Understand the Prospectors Handbook • Follow Conversation Rules: • With the Decision Maker • The Conversation you wanted. • Know how to Reach Closure Correctly • Know when the pursuit is over (for this set of calls.) • Reach Closure after the Appointment • Enter Prospect into CRM if Appointment is Success • Backfill Worksheet at beginning of each week • Correct Call Block report each day, or by COB Friday.

44. Efficiency Basics Effectiveness Basics • Role Play, Role Play, Role Play • Top two or three pushbacks • Soft No - Send Literature, Too Busy • Gatekeeper Skills • Attend skills classes, be familiar with materials

45. Program Oversight For Managers - Daily • Check in with caller each day – 10 minutes • Ask for best call from yesterday • Review the Daily Call Block (can be emailed to you each morning) • Ask ‘are there any roadblocks to hitting your dial goals that I can remove?’

46. Program Oversight For Managers - Weekly • Confirm their calling times for upcoming week • Attend Backfill class or watch Rep do a Backfill • Review Call Block report • Did they Hit Dial goals • Did they Hit Efficiency and Effectiveness targets • Listen to Conversations, Chats and Left VM • Check for list quality • Review the Closure status’ for accuracy • Discuss remedies • Role Play a couple of skill techniques • Review page from Prospector’s Handbook

47. Program Oversight For Managers – Monthly/Quarterly • Review Call Block report • Efficiency and Effectiveness / Impact of list • Goal Report • Average # of Steps • Review Prospector’s Handbook • Focus on Scenarios • Review Best Practice Messaging • Review Skills • Most Common Pushbacks • Top concerns from Sales

48. How Many Targets? Suspect Count – enough or too many • # of names in Unassigned, Working Leads, Recycle • # in Remove that are borderline qualified Factors • Number of dials till ‘Closure’ • Frequency of pursuits per year • Dials per day • Days per year • Quality of Database www.prospecteasy.com/manage

49. Challenge: Pushbacks • I have my own way of doing things • I don’t like scripts • This is a different process than I used before • My way is faster / easier / better • Klpz is hard to learn/use I don’t like report cards

50. Challenge: Behavior Modification • Manager focus • Weekly review of reports until caller ‘gets it.’ • Prospecting process is part of each Sales Meeting • Role Play, Role Play, Role Play • Callers ‘get it’ • Understand ratios and have correct expectations • Operate the process correctly • Achieve activity goals weekly