The Importance of Following Up with Sales Leads

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built-in follow up plans using smart tech.
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Leads won’t be of any value to you if you let them slip away. Generating sales leads is not done when

you’ve accumulated a number of leads. You’re only halfway through. But don’t take my word for it.

Did you know that up to 79% of leads never convert into sales? Why? Because brands and companies don’t nurture their leads.

When everything's going great, business owners get too comfortable thinking they are invincible. And then after a while, everything stops. All those leads start drying up, and before you know it you’re back to square one.

When you follow up on your leads (no matter how hot or cold) you’re making sure that:

You’re increasing your chances for conversion and repeat buying

You’re improving your ROI

You’re building a rapport with your audience

You stay top of mind -- if people don’t hear from you long enough they may forget about you

You keep your leads updated

Failing to follow up on your leads will turn them cold, and with today’s competition it won’t be long until they’ve replaced you with someone else. Not necessarily because they are better than you, but because they were persistent enough.

Looking for more great ways to Follow-Up?  Check out our blogs on Sales Tips.

Sales Debriefing

Let's face it, as small business owners you have to be a 'sales person' whether you want to be or not. While you would rather be focusing on the bigger picture, if you want to be successful you need to engage in sales conversations on a regular basis. So, how did your last sales call go? Did you make the sale? Why, or why not?

Taking the time to debrief after a call can help you do a much better job the next time. So, what types of questions should you be asking?

• How did the prospect react to the information provided - People process information in several different ways; some need to ask a lot of questions, others just want the top line summary. Some prospects need visual examples, others need a hands on experience to fully grasp your offering/product. So, did you adjust the call to their style, or did you simply run through the same presentation as you always do?
• What was the mutually agreed "yes" - Was everyone clear on the purpose of the call? Too often people pick up the phone or drop by to chat, and at the end of the day they say goodbye with no clear next step. While it is helpful to keep your name in front of people, going into a call with a plan will help you move toward a desired outcome. Making sure the other person knows the outcome options on the front end helps as well. If you are hoping to get an invitation for an office visit, did your prospect know that at the beginning of the conversation?
• Did you provide a USP? - Be different. All businesses must have a Unique Selling Point. If you do not stand out from the crowd, why should a prospect choose you? Make sure to send a clear message as to what you offer that others do not. Focus more on what makes you unique, as opposed to simply what you do.
• What pain indicator made you relevant - Did you take the time to find out what they really needed? Or do you have a one size fits all solution you are trying to shove at every prospect, regardless of what they need? If you are unable to empathize or relate to your prospect, they will not see the relevance of you or your company.
• What is their budget? - This is a tough one. Most people don't like to talk about money, but it is important to get this on the table early in the sales process. Do they have the funds? Is this something they are willing to invest in? You don't have to nail them down to an exact amount in the first conversation, but you should have an idea if you are playing in the same ball park.
• What happens next? - After you hang up the phone, is there a clear next step? If not, review the list of other questions. Do a better job of getting these answers and the next steps will be obvious.

About the Author:

As Creative Director or Roundpeg, Lorraine Ball is typically at the center of the managed chaos that keeps this agency on it's toes. With more than thirty years as a marketing professional (lie, tell her she doesn’t look that old) Lorraine is a native New Yorker, and a Hoosier by choice, committed to fostering growth and entrepreneurship in her adopted city. 

When not at Roundpeg, Lorraine can be found sharing what she knows in seminars and presentations around the country. She has a BA from Queens College, City University of NY, and an MBA from the University of Texas at Dallas.

Follow @lorraineball | Connect on LinkedIn

Reaching out to a Prospect: How Much is Too Much?

So you have the perfect prospect who fits all your target criteria, and you decide to reach out to them. You get their voicemail, or the receptionist, and after several attempts you get no return call, no messages, no emails, nothing. What do you do next? How long should you keep trying before coming off as annoying and irritating? How much is too much when it comes to reaching out to a prospect?

When you are selling a product or service, you need to be persistent. But, there is a fine line between persistence and annoyance. If you are uncertain where to draw the line, here are some tips to help you out.

Email versus phone; which is better? You can choose between using an email or a phone call, or both - depending on the type of product or service you are offering, and what you think will resonate more with each specific prospect.

Reaching out via Email

In today's tech savvy world, emails are a great means of getting a message across. It doesn’t put too much stress on the prospect, or on you, and it can be saved for later reading. But if you choose to start the communication via email, as most businesses prefer, do not be too surprised if you do not get a response after the first email. People receive a plethora of emails on a daily basis, and many of those emails end up in trash or junk mail. That being said, if you decide to use the email approach, go ahead and schedule several follow-up emails without the fear of coming off as a pest. Make sure to space them out by a few days to a week.

Tip: Make sure that you are targeting to the appropriate contact with relevant information. Small Business CRM can categorize prospects and update the status of various prospects so you do not have to waste your time finding out what your prospects have been up to. With the use of a Simple CRM you will get this done much faster and with a more precise message.

Reaching out via Phone

If you decide to proceed with a phone call, be prepared for reaching voicemail or the 'gatekeeper'. If you do manage to get through, you need to be natural yet to the point. Remember that politeness is key; "Hello Mr/Mrs [name], how are you? This is [name] from [company]...". It is always good to ask if they are busy or if they have a few moments. Again, you want to be brief, especially when making a cold call. People are busy, and you do not want to come across as wasting their time. Time is important in today's busy world, let them know you are cognizant to that fact.

 

Phone and Email Combination

The best method is, of course, the email/phone combination. Start with a phone call. If you leave a message, feel free to let them know that you will follow up with an email if there is information you need them to review, or if you are attempting to set time for a meeting. With this method, it allows them to follow up with their preferred communication message. When making cold calls/contacts with little information, wait at least 48 hours between the two combinations if you do not want to be perceived as a bother.

When You Should Stop

When you are getting into your follow up calls and emails, make sure to give a value proposition and modify your follow up messages. Always reply within your initial message sent. If you are saying the exact same thing each time, you have a higher rate of losing their interest. After sending the two (slightly different emails) the third one should be the final email. Let them know in a non-direct and non-threatening way that this is your last contact. As opposed to saying, "this is your last chance for a discussion", or "I will no longer be reaching out", try modifying your message to, "if you get to a point where a conversation makes sense, please feel free to reach out". If you do not receive a response after three emails or three phone calls, then it is probably time to stop.

Creating Quality Sales: Let's get SIIC

Sales is not only about selling; it is about experience, connections, and most importantly...relationships. Creating Quality Sales helps to nurture relationships, make them stronger, and in the end, last longer. There are many things we as salespeople do incorrectly, such as thinking only of the bottom line. Don't get me wrong, the numbers matter, but how you get there is important not only to your wallet, but to the reputation you carry for yourself and your company. 

There are four main steps, pieces of the puzzle so to speak, that I practice when it comes to selling and working with prospects and customers. Let's get SIIC! Selling with Sincerity, Intuition, Integrity, and Common Sense that is; when they come together is when the quality of sales increase. Let me define and break them down for you one-by-one:

Sincerity: The quality of being free from pretense, deceit, or hypocrisy; a mix of seriousness and honesty

In today's world, sincerity seems more difficult to come by. Social media, blogs, and the age of selfies tend to put a focus on me me me. Everything we do and post, we are more focused on our own wants and desires more than ever. In sales, we must put our clients and prospects first, and us second. Just as we want others to respect our time, we must respect their time in return. Be prompt, be ready, and avoid rescheduling as often as possible. I much rather have a client reschedule a meeting than me. After all, we are the ones that need them, not necessarily vice versa. When you are in a meeting put your cell phone away, not on the table flipped upside down. Allow the focus to be on them; this shows them that you not only respect their time, but their presence as well. You cannot be fully engaged with an individual if you are scrolling through emails or glancing at how many likes your lunch post is receiving.

Most importantly, care about who they are before you care about the sale. Business is great and all, but do not forget they are a person with a life outside of the office. Ask questions about their families, hobbies, where they are vacationing. Empathize with your clients and prospects. If you know their grandmother was in the hospital, send a note to ask how she and their family is doing. Find areas outside of a proposal and quote where you can relate with the client or prospect, such as similar hobbies. Knowing who a person is, is key to any lasting relationship, even within business. Not to mention, if you find out unfavorable facts about someone, their morals, and integrity, you can proceed with caution or kindly back away, and save yourself from hidden stressors down the road...and a potentially bad partnership!

Intuition: A feeling that guides a person to act a certain way without fully understanding why; something that is understood or known without proof or evidence

Some people are born with natural intuition. Some must work to understand the difference between intuition and individual perception. Paying attention to a prospects' body language and voice inflections are ways to help you to hone in on your intuition. If someone keeps looking at their watch, have delayed reactions, or are sitting with their arms across their chest, they are probably not interested. You might even be talking too much! If they are leaning in, nodding their head, and asking questions, they are engaged and their interest is peaked.

When all else fails, and you cannot read your prospect, do not be afraid to ask questions! Be upfront, ask them for their thoughts and if they understand what you are offering. People appreciate when you show you care what they are thinking, as opposed to assuming or guessing. You know what they say about assuming, right? Listening beyond your rationalizations (a.k.a. personal perception), and putting yourself in their shoes can help you better understand what is going through their mind.

Integrity: The quality of being honest and having strong moral principles; moral uprightness

Keeping your personal integrity is not only important, it is key. Do what you say, own up to your mistakes, and make sure everything is on the table. At times we are tempted to say, "Sure, we can do that!", when you have no clue if it is even feasible. Being upfront with your prospects, even if they might not like what you have to say, is vital. The truth is always appreciated, and empty promises can easily break their trust in you and your company. If you make a mistake, which will happen, be upfront and make sure to apologize. We are all human, and mistakes are expected; however, how you deal with them shows your true integrity.

Avoid the sleazy salesman status! Pressure sales is a thing of the past, as should be little white lies. If you can't give a prospect everything they want, be clear on what you can offer and focus on the positives. If they say "no" do not try to push the sale on them, they will only become frustrated and annoyed. Not to mention, you can come across as desperate. "Do they need the sale THIS badly?!" Bad mouthing a former employer or competitor is also frowned upon, and can come back to haunt you. You want to sell by how good your product is, not by how bad other products or salespeople are. So, do not be tempted to talk down someone to talk yourself up, this reflects in poor taste and poor integrity.

Common Sense: Sound and prudent judgement based on a simple perception of the situation or facts; normal native intelligence

For me, Intuition and Common Sense are similar, but they do differ. Intuition is inference, whereas common sense is more factual and experience based. When is comes to common sense, listen for specific keywords and phrases. If a prospect is saying that their team is small or they do not have resources, you do not want to try to sell them something that is built for a large company; move to a more suitable fit. If a prospect is having a difficult time grasping what you are saying, your product is probably not for them. Again, step outside of your individual perception to understand what they are saying; reality vs. identifiable reality.

Know your industry. Know your clients' industry. This is where straight up factual common sense comes into play. A product built for insurance companies will not work well for real estate clients. The more you understand exactly what your client does, the better you can qualify your offerings. Doing your research is vital to generating quality sales. Learning from experience will help you time and time again. Set aside the needed time in conversation with your clients to ask relevant questions, as well as doing your homework ahead time, will help build the common sense you need for closing a deal.

Author: Erin Ahaus Contreras
Director of Business Development at AddressTwo CRM
erin@addresstwo.com
www.addresstwo.com

Holiday Cards - Why the Direct Mail Touch Should Not be Lost

Tis the season!  

Well, tis almost the season, and you need to start thinking about…Holiday Cards! (Insert rolling eyes and sighs.) October is a few days away, so now is the time to begin thinking about your Holiday plan of action.

For many businesses, sending Holiday Cards can be a time demanding and fund draining activity. Because of this, more and more companies are opting to forgo the card sent via snail mail, and reach for the convenience of the computer instead. An e-greeting can be pretty and send a caring message, but more often than not, gets lost within the Holiday email shuffle or sent directly to spam. And let’s face it, opening an email is far more impersonal and leave many reaching for the delete button as soon as they begin rolling in.

Holiday Cards should be seen as an investment, and spending that time and funds to invest in your clients and prospects speaks more than flashy animation and sparkly graphics. Think of your clientele as family. They help keep your business home up and running, and if you’re doing your job right, they will have your back when the opportunity arises. Would you send your loved ones a birthday card via email if a CVS is not far around the corner? I’m guessing your answer is, “no”.

Printed Holiday Cards are a great way to thank your clients and partners for their support and loyalty over the past year, and to let them know how much you value their relationship. Most Holiday Cards are opened and displayed throughout the busy holiday season, keeping you at the forefront of your clients’ mind. If you keep up the tradition, those on your list will look forward to receiving your card year after year. There’s power in that; knowing you are important enough to make it on THE LIST.

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When you take that step to send out Holiday Cards via direct mail, make sure you do it right:

Personalize it. If you can’t afford to write a unique note in each card, create and print different messages per recipient. In other words, categorize your list into three or four different groups. A message to a client vs. a vendor or business partner should be different.

Leave sales at the door. This is a time of thanks for past and current business, not a time to generate more sales. Greedy Holiday givers who create expectations in return show poor taste.

Be sincere. If you send flowery words full of caring sentiments to a client you typically butt heads with, the message could come across as sarcastic. Always use kind words of course, but if you are generally a playful person, have fun with your messages. If you are a sentimental bird, allow your thanks to flow plentifully.

Design smartly. Catchy, yet simple, designs will stand out from the crowd. Incorporate your market niche within your design. For example, if your business is centered around fresh produce, use an image of a broccoli Christmas tree within the design. Remember to keep your logo small, perhaps even on the back of the card. This is about them, not you. (No business cards within either…)

Be a friend, don’t offend. Avoid including content, including words or images, that could come across as offensive or is inappropriate for the workplace. One would think this is common sense, but you would be surprised.

Time your sending. The first or second week in December is the best time to get your cards in the mail and in their hands. Any time after that, you are risking your investments to be caught in the mail rush, or lost in vacation pile for your recipients to shuffle through following the Holidays (embarrassing).

So, now that you have all of your contacts organized and in one location...take this opportunity to get them into a Simple CRM (Client Relationship Management) software, such as AddressTwo. AddressTwo was built for small-medium sized businesses who need a smart and cost effective solution for contact management, setting follow-up tasks, email marketing (drip campaigns), and pipeline tracking, to name a few features. Your clients are important around the Holiday Season, don't let the rest of the year stay quiet! Register for a free trial of AddressTwo CRM to see how it can streamline your sales and communication processes year round. Better yet, email your client list to A2, and have a trial created for you with your contact list imported and ready to go!

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Allow PostTwo to do your Holiday cards for you! Simple and easy solution for printing, stuffing, and mailing. Part of your friendly neighborhood, simple CRM, AddressTwo.

Discover what the power of Two can do for you! 

What’s the Best Thing You Can Do for Your Business This Year?

It’s the New Year! Woo-hoo! Yippee!

A fresh start to make a real difference. We all have great hopes and big plans – well sort of.

You may or may not make resolutions, but odds are if you do, you will not achieve them. Now I am not being a wet blanket here – just honest.

I ALSO WANT YOU TO KNOW IT DOESN’T HAVE TO BE THAT WAY.

Part of the problem with those big hopes, dreams, plans, goals and resolutions is that they are wishy-washy, nebulous and “just kinda out there.” They feel like “wouldn’t it be nice if…” rather than “THIS WILL HAPPEN.”

Besides making your goals SMART (specific – measurable – attainable – relevant – time-bound), you have to get your mind right and then take action using good tools like AddressTwo.

I could write a book on getting your mindset and beliefs in order (there are LOTS of books out there already), but establishing your own library of John Maxwell books will be the fastest and easiest way to make it happen. Here’s a great one to get you started:

How Successful People Think: Change Your Thinking, Change Your Life by John C. Maxwell (HARDCOVER)

We all have hard heads when it comes to different things, and developing positive, productive and effective thinking takes years of work and practice – a lifetime! So, it’s never too early nor too late to work on that.

That being said, one of the most remarkable actions business owners can take for their personal development and professional success is to join a Mastermind Group. For the last two decades I have consistently participated in Mastermind Groups. It’s exciting and energizing and makes a real difference in each member and their business.

I facilitate avariety of coaching sessions including the Grow Your Business Mastermind Groups and each one is as powerful as the next for the members. The collaboration, sharing, honest feedback with differing ideas and perspectives, and accountability bring a whole new level of thought – and because of that, businesses shift to new, previously unrecognized, levels. Everyone and every business grows.

So, don’t think, “wouldn’t it be nice if…” when you set your goals this year. Be SMART when you set them, and then join a Mastermind Group to really bring those goals to fruition. That would be the best thing you could do for your business this year!

To Your Success,

 

                                                                    

Status Quo Requires No Leadership

It may seem saying, “Status Quo Requires No Leadership” is pretty radical, but when you really look at how the business environment is, and always has been, it’s not radical at all.

Some businesses feel that things are just fine, they are making enough to pay the bills, don’t have to work TOO hard and days go by relatively pleasantly. But is that what owning a business is all about? Is “just getting by” all you wanted when you made that first sale?

Just about every SBO I talk with wants MORE – more clients, more sales, more challenge, more profits more, more, more. Once they achieve one goal, they set another. It’s not all about money, although money is a measurement of where you are and where you want to go.

When you want more, as I see in my coaching and with participants in the Grow Your Business Masterminds, the inevitable is change. And if change is the password, learning is the key to the lock. The lock is held firmly in the hands of the leader.

Suwit Ritjaroon, 123rf.com

Not only does a leader have to help set direction, but also facilitate the path. The greatest leaders pull in all their resources to develop a plan to address all the changing conditions and ripples caused by shifting sands and new pebbles thrown into the mix. They have to constantly increase their knowledge base through both personal and professional development.

Remarkable leaders push and pull people through the status quo to bigger and brighter levels. Remarkable leaders also broaden the vision and inch the line forward regularly. They remove the status quo because the status quo is never the finish line. Leadership is what propels the change and growth.

Do you really want to maintain a status quo and an easy, non-leader position, or do you want more and to go further and build something remarkable?

Take a look at all the resources you have at your fingertips – coaches like me, tools like AddressTwo, other like-minded SBOs, social media, and your expertise and knowledge. You probably have everything you need to pull up your leadership socks, put on your track shoes and run a successful and growing business.

Take a few minutes to objectively look at where your business is flying and where you want it to fly. What change is necessary? What resources and tools do you have and need? What do you need to learn or discover? If you need help with this exercise, let me know. You can do it.

To Your Success, 

                                                                     

-Jack Klemeyer, (I pull on my red leadership socks every morning…)

Do’s and Don’ts: Videos as a Digital Marketing Tool

This post is courtesy of Cameron Madill, CEO of PixelSpoke.com, a Portland, Oregon based digital marketing & website redesign agency.

 In a day when great online content is king, many companies are turning to digital marketing in the form of videos. Videos are an accepted form of marketing that consumers enjoy and are cost effective. Plus, a video can be a great way to bring organic traffic to your site. There are times, however, when a video can do more harm than good. Before your next video goes live, make sure it has a mix of all the right elements.

Do

Make a Great First Impression

Any digital marketing and content that you post online is the face of your business and reflects your definition of quality.

Go Natural

Everyone can tell when someone on camera is trying to remember lines or feels uncomfortable. Whether you use professional actors or people from your office, the dialogue should sound natural, as if the person on camera is having a conversation. 

Focus on the Customer

Viewers don’t care about how great you think your business is or any of its achievements. They want to know about what you can do for them. In your video, show your target audience how your business addresses their needs and solves their problem. Prove that you are a practical solution that they can trust.  

Don’t

Settle for ‘Good Enough’

If your video is anything less than high quality, it will compromise your business’ image and reputation. Never publish a video that is shaky, low quality, over or underexposed or filmed with a handheld camera.

Remember that first impressions are everything. If prospective customers see that you are okay with publishing a less-than-quality video, they may think that you are okay with selling sub-par items or services.

Give the Competition a Chance

Let’s say that there are two identically great products with similar prices. One comes in a beautiful package and the other comes in a box that has dents and bad graphics. Which would you choose? Chances are that you would pick the one with the nice packaging because it gives the appearance of quality, a perceived added value.

When you have a poor video, you business offers customers a good product or service with an ugly package. This gives the competition the upper hand, even if it doesn’t have any videos on its site.

Forego Professional Services

Producing and publishing a low-budget video won’t save you any money if it doesn't lead to an increase in sales or traffic. If you or someone in your office knows how to professionally produce and edit a video, great! Purchase or rent quality equipment and go for it. Otherwise, hire a video production company so you can blow the competition away.

Video is a great digital marketing solution that offers countless benefits when done correctly. Use it to introduce and share your company with others and encourage consumer engagement.