Call Center Teams Inside Sales Team Building Process
The purpose of Call Center Teams inside sales training manual is to identify, establish, and implement call center best practices, steps necessary to drive revenue and accelerate opportunities and present our client’s unique value proposition.
The client has a financial objective based on developing a recurring revenue to build and create a call center team that drives client meetings and contract engagements. Our call center inside sales training manual will consistently be updated and provides ongoing material and information to train and monitor staff, outside consultants, and sales executives. This document and continued efforts by management to implement detailed changes by maintaining an understanding of the strategies and information necessary for measured success.
Table of Contents
Capture Market Review
Inside Sales Support
Prospect Attention
Customer Profile & Core Competency
Our Customers and Prospects
Understand People, Products, and Process
Define client inside sales strategy
Market Research (Customers)
Demand Creation (Social Media)
Lead Generation (Telephone Marketing)
Sales Introduction (Engagement Process)
Business Analysis (Statement Analysis)
Sales Support (Document Processing)
Account Management (Contract Closing)
Back Office (Administration)
Capture Market Strategy
Sale Process
Executive Team
Operations, Partnerships, Acquisitions
Target Market
Key Accounts
Compensation Recommendation & Review
Business Forecast Model
Performance Compensation
Comparative Commissions
Comparison Spreadsheet
Define Key Performance Indicators
Top Selling services
Buyer Cycle
The Buyer’s Journey
KPI Tracking Reports
Sales Team
Business KPI Objectives & Quotas
Inside Sales Process
The Sales Process
Sales Strategy
Create Scripts base on the customer journey
Back office/ Customer Service
Service and Escalations
Research & Customer Profiling
Customer Profiling & Qualifying
Automate Qualifying Process in CRM
Definitions
Assessment Questions
Relationship Building
Qualifying & Closing
Revise Script Content
Evaluate Pitch
Qualifying Process
Status
Presenting and Closing
ABC
Qualify Before Presenting
Make more test calls
Recruitment Process
Aptitude & Assessment Template
Build the Onboarding Process
Retention Team
Onboard and Retain Customers
Create & Document Training
Review Products & Systems
Client Sales Process spreadsheet
Define and understand User/Customer Path
Map process with Client
Create Workflow
Identify Contact Information
Revise sales process base on week 3 calls
Revise Reporting base on week 3 calls
Eliminate non-phone work
Automate non-phone work
Recruitment and Onboarding
Work with client to review CRM Map CRM Fields
(see Sales Process spreadsheet)
Roles & Responsibilities
Ideal team member characteristics
Recruit Talent
ABC Company User Journey
Screen Candidates
Qualify Process
Interview Candidates
Telephone & Resume Review
First & Second In-Person Interview
Create Training Materials
Scripting
Phone Script Example
Career Path Opportunity
Define Client Training
Do’s & Don’ts
Train Team
Workflow Process
Relationship Building
Trust and Credibility
Building the Relationship
Prospect’s Existing Challenges
Benefits & Features
Prospects’ Areas of Concern
Benefits to Partnering with Client
Benefits & Features
Prospects’ Areas of Concern
Benefits of Partnering with Client
Demo
Listen to calls
Demo & Closing
Closing
The Pre-Call Analysis
Things to remember when you’re speaking to future clients:
Don’t use these words in front of future clients:
Don’t do these things in front of future clients:
What Not to Say
Make calls test scripts and qualifying process
Customer Repeatedly Called (how many)
Create a qualifying process to identify pain and priority
Launch Campaign
Qualifying & Closing Questions
Prospect Profile
Upsell/Cross
Customer Personas
Buyer Personas for transaction processing Persona
Services Details
Awareness
Consideration
Decision
Customer Personas, Services, and Buyer Cycle