#1. Define the role of your inside sales team. When considering building or adding onto your inside sales team, defining their role will guide every decision you make, including who to hire, how to compensate, and how much training and supervision will be needed. Ask yourself: Is your inside sales team going to take just inbound calls or will they make outbound, prospecting calls as well? Will the majority of their calls to be existing customers, as in either growing accounts or upselling, or will they also be responsible for bringing in new business? And what part of the sales cycle will they contribute to – appointment setting, qualifying leads or closing sales? All these considerations will help define not only the role of your inside sales team, but will make other decisions more straightforward as well.
#2. Define your sales process. CSOinsights.com reports that you can improve the performance of your inside sales team by as much as 33% if you first define your sales process. Surprisingly, many companies overlook this crucial step. Developing a defined sales process, or “DSP,” simply means that you’ve identified each step a successful sale goes through, and you’ve identified the best practices of each step. Knowing exactly what needs to happen at each step in the sales process allows you to not only teach best practice sales approaches, but it allows you to measure adherence to this best practice approach as well.
#3. Develop effective phone scripts. Effective phone scripts – that are rehearsed, internalized and delivered in a natural way – often mean the difference between a team who regularly hits their sales targets and those that don’t. Because sales is a set of skills that can be taught, learned and repeated, it’s important to give your team the tools they’ll need right from the start. Since 80% of the selling situations they run into are the same day after day, teaching your team the most effective responses to these stalls and objections, enables them to stay positive, win sales and stay empowered.
#4. Record your calls. This one tip is the essence of all successful inside sales teams. Every major company uses recordings to train, measure improvement, and help coach their teams to better performance. Sales reps find recordings especially helpful because it gives them the awareness they don’t have while they’re on the phone and in the heat of the sale. By stepping back and listening to opportunities missed, and to areas that can be improved, they’ll be able to make adjustments and get better.
#5. Learn how to onboard your new reps effectively. Many companies spend more time training on their products and services, and on their procedures, than they do preparing their new reps how to succeed on the phone. Several things you can do include intensive role-playing sessions to help prepare new reps for the selling situations they’re about to face. Also, playing recordings of other sales reps successfully handing common objections also teaches them not only to expect these objections, but it provides them with specific examples of how to overcome them. This builds confidence and helps them experience success quicker – all of which increases their chances of turning into a productive, long term hire.
#6. Give your manager the training they need. Most managers have risen through the ranks of a company, and it’s not uncommon for a top producing sales rep to find themselves promoted to sales manager. The owner’s thinking is that if they could sell well, then they should be able to teach others to do what they could do. Unfortunately, successful sales management involves many other skills besides just a knowledge of how to close a sale. People skills, leadership skills, management skills, etc. are all important components in helping a sales manager be successful at hiring, training, and growing a successful inside sales team. To prepare them for that task, you’ll need to provide your sales manager with the specific type of sales management training they’ll need.