Outbound sales is a direct and quick method to escalate the business. It gets easier to predict how much business a call center will generate once an outbound sales strategy is in place.
By definition, outbound sales is the process of generating new business by reaching out to the business prospects via call, email, social media and other sales processes. The differentiating factor is, it introduces the company to even those prospects who might not have found about the product or service on their own.
Considering that, outbound sales is a crucial method of creating leads and hence, a method to tap a pool of potential customers. However, it carries a negative image of spamming as well when it is done beyond a certain extent. Consequently, the importance of having a smart and well-planned outbound sales strategy has increased multifold.
But how a call center can increase outbound sales without tripping over to the negative side? How to boost outbound sales without spamming? Below is the list of top 10 tips to 10X your outbound sales.
1. Define Outbound Sales Campaign Metrics
Outbound Sales strategy begin even before a customer responds. It starts by defining the metrics to measure the outbound sales. But is it necessary to set parameters for an outbound sales campaign?
Yes. Like any other campaign, it is a prerequisite to defining some specific metrics, for measuring the success (or failure) of an outbound sales campaign. Only when the goals of a campaign are identified, then only its performance can be tracked.
Not only that, but these metrics also help to keep track of sales development rep (SDR) performance. Alongside, these metrics, when analyzed, assists in identifying loopholes in the campaign if any.
So, what are the different metrics that help in defining the success of an outbound sales campaign? The different modes of outbound sales campaign viz. cold calling, email, or social selling, have separate metrics. But some parameters stay relevant to all the methods of the outbound sales campaign.
Delivery rate, lead conversion rate, call or contact attempts, average handle time are few of these metrics. Intelligent software like Predictive Dialer is immensely helpful to measure these metrics in a call center.
2. Create a Killer Outbound Sales Strategy
A killer outbound strategy involves delivering maximum sales in the limited resources available. Preparing a working plan for outbound sales is like homework, a painful yet worthwhile process.
Start by gathering as much knowledge about the target segment as much you can. Create customer personas, calling scripts, email templates, and schedules according to the target segment demographics and characteristics.
Next comes the approach with which to contact the prospects. And, decide early in the process whether to adopt a direct approach, top-down, bottom-up or referral approach to influence the decision makers.
Prepare a follow-up strategy for all types of leads depending upon their responses. One trick to maximize the converted leads is to infuse the sense of urgency in the prospects’ minds to be able to avail the product or service at the earliest.
The most significant advantage of the outbound sales process is that it is easy to automate. Optimize the outbound sales by using all the tools available like CRM, Auto-emailers, Bulk Leads, and Schedulers.
3. Make Voicemail that Converts
Call centers are missing out on a valuable opportunity to connect with their prospects if they are using voicemail only to drop their contact details. It is a potential sales opportunity only if used wisely by crafting a perfect voicemail.
Many strategies are floating on the internet on how to optimize voicemail for sales conversion. To add a fact here, sales strategist Jim Konrath says 97% of the business calls end up in voicemail. Hence, it becomes vital to make the most of out of those 20-30 seconds.
4. Improvise Sales Scripts
While creating scripts for the first time, the texts should be crafted by keeping customers in mind. Start with preparing scripts for selling one product or service in focus. Then, identify the ideal customer and create customer persona accordingly.
Streamline few benefits of the products or services that you are trying to sell. Create your script around those benefits and how it can help customers. Write down a list of questions that prospects may ask about the products.
Alternatively, figure out the possible pain points or issues of the customers. However, if you already have scripts ready, review them from a customers’ perspective. Read it out loud to check if it sounds like a sales pitch.
Never try to sell your services to the customer directly. Instead, demonstrate how the subjected product can solve their problems. Understand the customer by asking right probing questions. Exhibit the value that a product or service can add to customers’ life.
5. Email that Converts
Personalize the emails for better open rate and reply rate. Customers tend to open emails that are written explicitly to them than bulk emails containing a sales pitch. Adding personalization makes an email unique and hence prevents it from landing in the spam folder.
To make an email unique, add at least three such personalized snippets containing unique information about the customer. But the success of the emailing process begins even before the first email is sent. It already starts with the email list.
6. Use Referrals
Referral is alternatively called as warm outbound lead generation. Referrals are already primed by the existing customers; hence these are warmest of all the outbound leads. Always ask for references right after a purchase is made. It is the ripest time to ask for a favor from a newly acquired customer with a satisfied mindset.
Ask for referrals after every purchase and do not miss a single opportunity. SDRs might hesitate in asking for a reference after the first negative response. Humans tend to provide more positive reactions when re-asked compared to when not asked again.
Close the conversation on a positive note for both your customers and referrals. Ensure that references send a thank you note to the person referring them. It re-establishes the trust and service factor into the minds of both customers and referrals. Eventually, delivering a better customer experience.
7. Quality List of Leads
A high-quality list leads to higher email open and reply rates. Create smaller email lists, each with a common customer denominator. This practice helps in drafting email copy personalized for that list by including a message corresponding to the common denominator.
High-quality lead is nothing but the result of research about the prospects – their presence, points of contact, behaviors, preferences, pain points and fears.
Take the help of technology to acquire, organize and store data about the prospects. Using tools for outbound sales increases the efficiency of sales development rep (SDRs). The integration feature helps in accessing all information in a single screen in a few clicks.
8. Sale Funnel Optimization
Sales funnel, generally considered as an inbound sales concept, holds more importance for outbound sales strategy. Since these leads are comparatively raw and less primed, hence it is almost similar to outbound sales leads.
Define the sales funnel and determine ways to nurture leads through the sale funnel. Ensure to distribute leads before they age. Find out the source of leads and categorize them accordingly.
Use a CRM tool for managing leads in the various stages of the sales funnel. CRM tools track all interactions and help in monitoring by deriving useful insights.
9. Winning Opening Line
The opening line of a sales call and the subject of an outbound email determines the success of it. Within seconds, customers decide whether they want to allow you to pitch. The Opening line should always be prepared after proper consideration and improved from time to time.
To build an opening statement, use the value proposition, the offer or the objective of interest for the customer. Give your customers a cue for involvement and then walk them through the whole process.
Avoid mentioning any information which is not useful for prospects in any way. Introduce the benefits and features of the product or service to customers. Emphasize on the value as well as the experience that will be created as a result.
10. Work Smart, Track Everything
Despite following best practices, a perfect outbound sales strategy may not be providing the right information. As earlier mentioned, determining different metrics for outbound sales covers the first half portion of the task. The second and more important part is to measure and analyze these metrics.
Monitor the performance of the campaign to find out whether it is heading in a positive direction. Track outbound sales metrics at regular intervals and take corrective measures accordingly. Innovate the outbound process with constant improvements.