How to Follow-Up with Customers

May 13, 2020 | News | 0 comments

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20% of all sales reps make 80% of the sales. They sell to the prospects abandoned by the rest. Because they have a follow-up process.

Yep.  It’s all about having a followup process.  You know this.  I know this. Everyone who has ever had to sell anything knows this.

And yet.

Only 20% of salespeople are persistent enough to actually follow through with following up.

Why is following up with prospects so hard?

You know what?  I don’t think following up with interested prospects is hard.  I think following up with the wrong prospects is hard.

frustrated guy follow up sales

The reason so many people detest the idea of selling in any way is because it’s nearly impossible to get the stereotypical pushy salesperson image out of your head.  The door-to-door, cold calling, any warm and breathing body is good enough as long as they buy customer.

This is wrong. And here’s why.

When you indiscriminately try to sell to a large, unqualified list of prospects, you are guaranteed to feel icky.  

Face-to-face direct selling is typically reserved for high involvement, high-dollar purchases such as homes, cars, expensive computer systems.

It’s like marriage!

When you choose to purchase something BIG — you are in it for years! Sometimes longer than some people have been married.

So, you have to make sure that you’re in front of the right customer with the right follow-up process.

wooden figures hugging

How to Find the Customers Who are Yearning for What You’re Selling

They are out there.  The trick to finding them is understanding exactly who wants what you have desperately and will be thrilled to have a conversation with you about it.

Your job is to find them.  And here’s how.  It’s a simple two-step followup process.

Take your time with this.  The time you invest in getting this right will transform how satisfying your sales calls will be from now on.

  1. Brainstorm a list of people who are so bad at what you are selling or hate dealing with what you are selling that they will be happy to part with some money to make it go away.
  2. With that person in mind, list out each feature of your product or service and then detail out exactly how their lives will be different with this product or service.

Follow a Recipe for Success

The second obstacle to following up is not having a process.  Without a followup process, you have to be self-directed and disciplined.  And, let’s face it, that can be a challenge.

Sales success is really nothing more than completing a set of success behaviors.  You can’t force someone else to do anything. But you can control your actions.  And if you follow all the steps your chances are closing the sale will increase exponentially.

What tends to trip people up is focusing on “selling” and thinking about what if scenarios that often psych you out.  You have to remove the “significance” and emotional charge from each step of the process, so that you can complete it.

When you are pulling these tasks together, treat them as tasks. Give them the same emotional value as grabbing a cup of coffee.  No more, no less.

  1. Start with a list of qualified prospects. Think of this as sharpening the saw or measuring twice to cut once. The more effort you put into making sure that you’re getting the right prospect, the easier and more rewarding each successive step will be.
  2. Set a goal for how many conversations you will have. You can’t control what the outcome will be, but you control how many conversations you have. Any completed conversation is a WIN.
  3. For each conversation identify the success goal. This is your immediate sale.  So if the goal is to schedule a meeting or demonstration, and you achieve that — you made the sale.  Sometimes the goal is to simply get a few questions answered or qualify the prospect — that is a sale.

A Sales FollowUp Process You Can Use

It takes about 7 prospect interactions to make the sale.  You already know that most people give up after the second one.  

Do you know why?

Because they didn’t schedule or plan beyond that.  So, all you have to do is have a 7-step plan that moves you through the success steps consistently.

sales process timeline with follow up sales statistics

These are steps you’re happy to take because (remember) you’ve focused your marketing messages on prospects who are desperate for the transformation you are offering.  Anything short of this not interesting to you.

Create a script for each contact throughout your followup process.

Here is a basic followup process outline.  Each step includes two touches; a call and an email.

Your best bet is to write all of these up and save them as templates so that you can move through them without giving yourself the opportunity to get emotional about it.

What stops you is having to prepare and create messages.  Having these all set up in your CRM or email will make this process run much more smoothly and easily.

Follow-Up Email and Voicemail Sequence

  1. Voicemail 1 / live conversation 1: Where you tell them why you are calling them, outlining their problem and asking them to call back for a solution
    • Yes – send email with next step
    • No – email with description of ideal client and request to refer other prospects.
    • Didn’t connect – Email requesting a call back and to schedule appointment 
  2. Voicemail 2 / Live conversation 2: Where you mention another possible problem, and ask them to return the call – you can mention a limited time offer as incentive. Mention you’re sending details in an email
    • Yes – send email with next step and a helpful piece of information such as a buying guide – anything to help them choose
    • No – email with description of ideal client and request to refer other prospects.
    • Didn’t connect – Email with helpful info and  requesting a call back and to schedule appointment 
  3. Voicemail 3 / Live conversation 3: Where you mention another possible problem, and ask them to return the call – you can mention a limited time offer as incentive.
    • Yes – email for next step – send along an additional piece of helpful information such as an article or ebook
    • No – email with description of ideal client and request to refer
    • Didn’t connect – Email requesting a call back and appointment schedule
  4. Last Voicemail  / Live conversation 3:  Where you tell them that this will be your last call. If you get them live on the phone, ask what was missing that had them uninterested. This will help you next time. Tell them you will reach out again in a few months.
    • Yes – send email with next steps
    • No – email with description of ideal client and request to refer other prospects.  
    • Didn’t connect – Email requesting a call back and to schedule appointment 
  5. Drip on prospect every 60-90 days checking in and with helpful information
  6. Call prospects each year to check in until they say stop.

Here is a series of email scripts that you can customize for your own use.

I’ve created each of these for an attorney – but you can use these scripts as inspiration for your own.

Live Call Script

this is [Your Name] from[Company Name] . May I take 45 seconds to tell you why I am calling and then you can tell me if we should continue speaking?

Paul has asked me to contact his past clients.  Over the last few weeks, he’s had many clients who have urgently requested updates to their Medical and Financial Powers of Attorney because they are concerned and afraid that they would be separated from their families and unable to speak for themselves.

He quickly realized that we needed to reach out to as many clients as we could who may also need these valuable documents. And so he cleared his calendar and we’re all hands on deck to help.

Is this something that you’re concerned about as well or are all your documents up to date?

(If yes) – Paul has opened up 15 minute phone conference slots to get this taken care of for you.  It’s fast and easy.  You talk to Paul and within about 48 hours, we’ll call you and all you need to do is drive up to the office door and we’ll do a “curbside” signing.  It all takes less than 2 minutes.

Call #1 or #2 voicemails

“Hi [Name], this is [Your  Name]  calling from[Company Name]  [phone number]  Paul has asked me to call all of our previous clients to check in on your family.  With so many people becoming sick, he wants to make sure that all of his clients have the Power of Attorney documents in place so that you have someone to speak on your behalf. Please call our office to schedule a quick 15 minute phone appointment at [phone number]

“Hi, this is [Your Name]  from [Company Name]. We’re contacting as many of our past clients as we can during this time to check in on your Financial and Medical Power of Attorney.  With so many of our community falling sick, we want to make sure that you have someone to speak on your behalf. We have a 15 minute phone conference slot available for you.  Please call the office at [phone number] to schedule.

Hi [Client Name], this is [Your Name]  with [Company Name] . Paul has asked me to contact our past clients to help you avoid the complications that come up if you (and your family) do not have updated Medical and Financial Powers of Attorney.   I wanted to see if it would make sense for you  to have a quick 15 conversation with Paul so he can have those documents set up for you. I can be reached at [phone number]. Again, this is [Your Name] from [Company Name] and my number is [phone number] Thanks [Client Name]

Leave message and send following emails:

Email #1

Subject: Your Documents

Hi [Client Name] —

I’ve just left you a voicemail to let you know that Paul Stano has been trying to reach you. According to our files, you (and your family) do not have updated Medical and Financial Power of Attorney documents.

With this virus raging through the senior community, we want to make sure that all of our clients have someone to speak on their behalf should they become incapacitated.

Updating these documents will take no more than 30 minutes of your time and everything can be completed within 48 hours.

Please give us a call back to schedule a quick 15 minute phone conference with Paul at [phone number].

Email #2

Subject: Need Update

Hi [Client Name] —

Hope you and your family are ok.  I’ve been trying to reach you because our records show that you (and your family) do not have updated Medical and Financial Power of Attorney documents.

Updating these documents will take no more than 30 minutes of your time and everything can be completed within 48 hours.

Please give us a call back to schedule a quick 15 minute phone conference with Paul at [phone number].

Call #3

“[Client Name]? [Your Name] with [Company Name].  We need to talk today about updating your Medical and Financial Power of Attorney documents. Please return my call at your earliest convenience at [phone number]. That’s [phone number]]. Talk soon.”?

Email #3:

Subject: Please Call

Hi [Client Name]

Paul Stano has asked me to reach out to you and make sure that you have Medical and Financial Power of Attorney documents that are less than three years old.

With the courts currently closed, if anything (God forbid) should happen setting up a guardianship can take more than 6 months and cost $3000!  We don’t want that!

Please give our offices a call at [phone number] to schedule a quick 15 minute phone conference with Paul to make sure you are taken care of.

Call #4

Hi [Client name] – This is [Your Name] from [Company Name]. I’ve tried to reach you a number of times to make sure that you have updated Medical and Financial Power of Attorney documents.  I haven’t heard back from you.This is a stressful time so I’m assuming this isn’t a good time for us to have this conversation or that you are set with Power of Attorney documents that are less than 3 years old. I don’t want to make a pest of myself so I won’t be contacting you again.

Email #4: Last Email

Subject: Info for Updating your Power of Attorney

Hi [Client Name] — I know, this is a stressful time.  I just wanted to make sure that I’ve made every effort to contact you and check in.

This will be my last email — but I’d recommend you save it because it will have my phone number and contact information should you change your mind.

Here are the details:

If you and your family DO NOT have a Medical and Financial Power of Attorney that are LESS THAN 3 years old and you become sick or incapacitated – you will not have anyone to speak on your behalf AND getting the courts to appoint a guardian will be difficult (currently impossible) and expensive.

To get an updated Medical and Financial Power of Attorney schedule a quick 15 minute phone conference with Paul and we’ll get those set up for you within about 48 hours.  All you need to do is drive up to the office, we will bring the documents to your car and in about 90 seconds you will be all set.

Just call our offices at [phone number] to schedule your phone conference.

Manage Your Mindset

The secret to following up with prospects is in managing your mindset around the activity.

man thinking managing mindset

Be a contribution

First, you aren’t selling, you are matchmaking! You are looking for ideal customers who are desperate, struggling and yearning for something to transform something in their lives and make a real difference.

Prospects who are in this state of mind are happy to pay for a product or service that will simply either bring transformation into their lives or make something extremely bothersome go away.

Give your prospect the power but keep the expertise

A lot of sales training talks about the sales conversation as a struggle for power.  

Why not give the power to the prospect? After all, nothing happens without the prospect being enrolled in the possibility that you are offering.

However, you keep the power of expertise and experience.  Your prospect is looking to YOU as the expert in helping them select the best solution for their problem.

Be Curious

Curiosity is incredibly powerful.  You might have noticed that you get so intent on moving prospects through your funnel that you assume you know what their problems are.  Don’t assume, rather be curious.

In conversations ask prospects to “say more about that”.  You’ll be amazed at what you learn.

Be Prepared

You wouldn’t start a construction project without having all your materials at the ready.  Don’t start any sales process without doing the same.

Have your list of prospects, phone numbers, emails and templates ready to implement.  This will help you move through the process quickly, easily and effortlessly without getting overwhelmed or caught up in any emotions or stories about “selling.”

Ready-Set-Go

Following up with sales prospects is about your being prepared and being in the right mindset.

Do the work up front and then implement it daily.  You’ll find that it goes faster, easier and will leave you feeling like you’re really making a difference.



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