The sales game has changed. It used to be that outside field sales had all the prestige and the big deals and the big salaries. But today’s businesses rely much more on sales that are conducted over the phone or online than they did in the past. This is the domain of inside sales, basically sales that are handled remotely. Inside sales teams generate and close sales over the phone, emails and the internet and now play at least as big a role as outside sales – and often at greater margins due to their lower salary and training costs than their outside sales counterparts.
What does this mean for companies looking to grow? It means that they have to pay a good deal more attention to the quality of their inside sales force. For many businesses, inside sales reps have become the primary interface with new and existing customers. Are you sure you are attracting, developing, engaging and retaining top sales talent where you need it most?
“A” players at inside sales must be good at consistently connecting with customers on the phone and online. They must project “high touch” attention through each and every customer interaction. “A” inside sales players need to know how to have collaborative conversations where both parties build together toward a successful agreement and conclusion.
But beyond being able to communicate well both verbally and in writing, inside sales reps need to have the same drive that you looked for in your outside field sales force. Inside sales reps need to exhibit perseverance in the face of repeated rejection, the ambition to reach agreed-upon targets, and a competitive spirit that keeps them coming back to the job every day with renewed energy and total commitment.
And we’re not done yet. How well do your inside sales reps understand and follow the sales process you have adopted? A good dose of customized inside sales training is essential to be clear on what you expect them to be able to do and on how their success will be measured. Teach them how to leverage their network to uncover potential leads. Have them practice role plays with difficult customers, with customers open to up- or cross-selling, with customers who don’t know what they need, and with customers who are already satisfied with their current provider. Encourage inside sales reps’ ideas for new ways to approach, sell and serve customers. The more comfortable they feel adding value on the phone, the more genuine they will sound to customers.
If your inside sales force is top-notch, you will see a significant uptick in your customer base and in your sales revenue at a higher margin.
For more information about inside sales training best practices, please visit: http://www.lsaglobal.com/inside-sales-training-coaching/
