When prospects say that they “need time think it over”, this can mean two things: (1) they are not interested at all and want to brush the sales rep off (this happens a lot if that prospect does not match the Ideal Customer Profile), or (2) the potential customer is interested, but has reservations about the product or service. If the latter applies, the sales rep needs to further encourage and nurture that potential customer. That prospect might have concerns about the usefulness of the product or service, think that it is the same as competitive offerings that are cheaper, or worry that it will not meet his or her specific needs. A potential customer might raise several objections, which means that the sales rep has to follow up each and every time to convert this potential prospect into a paying customer. If the prospect cannot be convinced, the sale will be lost.
So what does the sales rep need to do to prevent the sale from falling through? Well, the sales rep needs to “cuddle” the potential customer. In other words, communicate frequently with the prospect to keep the conversation going. The sales rep must answer any questions that the potential customer has in near real-time, keeping the prospect from getting cold, providing more information as quickly as possible, sending relevant presentations or use cases to show how the product or service can benefit the prospect, etc. Since the potential customer needs to be convinced, time is of the essence. The “you snooze, you lose” principle applies!
This puts a strain on the salespeople, since they must be reachable at all times. Needless to say, this is not really possible when telephone calls take place via the corporate switchboard or the company’s call center. To demonstrate this, here’s a common scenario that can put a deal-in-process to death – a prospect who previously asked to “think about it” comes up with a few more questions, or simply wants to close the deal. They call the salesperson’s landline and get no answer since he’s out of office. Next, they call the corporate hotline who refers them to another salesperson or to the call center. By the time they reach someone who can help them they need to go through everything they already went through with their previous rep, get annoyed or lose interest. In both cases, the prospect will not turn into a paying customer.
As mentioned above, the sales reps must be the prospect’s “buddy”, and always be available, giving that prospect the feeling that they really care, which mandates that they give their cellphone number to prospects with the magic words “call me anytime, I am here for you”. This keeps the communication channels open to answer any questions and address any concerns to overcome objections and close the deal.
To be reachable at all times (or at least have the missed calls logged, documented and flagged) and to keep the communication channels open, the salespeople must be able to use their mobile phones to respond to any call, chat, and text messages. To keep track of the sales process and trace its progress, all these mobile communications must be logged, documented and recorded in the company’s CRM and other systems. This is mandatory regardless of whether the sales reps use their company-issued or BYOD smartphones for these sales calls, text messages, and chats.
But this raises another question: how can the company separate business from private calls on their reps’ smartphones? After all, even if recording business communications is a must, recording private conversation by corporate means is an absolute no-no. That’s where a mobile to CRM type of a solution comes into play. For example, this Mobile2CRMTM solution solves this problem, since it enables adding an additional business-related cellular number on the sales rep’s own cell phone and connects it to the relevant corporate resources such as the CRM and call recording system. This provides a premium cellular relationship with the potential customer, while the sales rep’s personal cellular communications remains private. This solution only captures business-related communications and interactions conducted on the cellphone keeping the personal conversations private, which also complies with the applicable privacy laws.