Surviving as an Inside Sales Professional

I know from experience and from other sales professionals that inside sales can present unique challenges. Unlike the traditional face to face interaction, inside sales people must be able to earn the business of a prospective customer over the phone without the ability to observe body language or facial expressions. The key to being successful as an inside sales executive starts with building a rapport. We all know that people do business with those they feel they share something in common with or that they like. So how do you accomplish this?

I coach my sales reps to spend the first 20 minutes learning about their prospect.  As sales people we naturally want to talk about the product or services that we offer, sometimes with no regard to what the customer actually needs. By taking the time to uncover the personality and motivation of your prospect, you can to start to eliminate products or services that would not be beneficial to your customer or help them to achieve the desired results.

When speaking with a new prospect I would usually ask them a series of questions that are designed to be different from what they have heard before or even expect to be asked. This reduces the defense mechanism that most consumers put up when placed in a situation were they may be sold. It also will provide you with an immediate insight as to who is on the other end of the phone and what information you have they may interest them. Here are a few examples of the questions I ask

“Mr./Mrs. Customer I’m curious as to how you came to start this type of business, what was your motivation for wanting to own your own company?

Why did you choose this industry?  

What would you say has been the biggest challenge for you so far?

Why do you feel that situation presents a challenge?

These are just a few examples but the key is to think outside the box. We have all been pitched a product or service at one point or another. The key to starting a great phone conversation is to let the potential customer know that your interest lies beyond your OWN pocket. Take interest in them and their business. You have to earn the right to recommend a solution and never attempt to sale a customer before you determine the need.

Pitch Big, Stay Focused and Close the Sell