Inbound call center sales techniques

By Justin Jones Last updated Nov 11, 2022

Inbound call center sales techniques: Are you interested in learning how to increase the number of callers you can persuade? On the plus side, your competitors are likely already employing similar strategies because of an abundance of information available online. Our SME Sales Manager at Moneypenny, SME Sales Manager Nicola Manley, has agreed to assist us to share her unique phone sales skills that can help you sell more efficiently.

You will learn the most efficient phone sales strategies in this post. The kind that’ll help you get more from your clients and, as a result, bring in more revenue for your company.

So, who better than Moneypenny’s Nicola Manley to assist us in compiling this list of the most innovative inbound sales strategies?

You may not be familiar with Moneypenny, a telephone answering service headquartered in the United Kingdom. A total of 13,000 companies rely on them to manage more than 13 million client conversations each year.

Call tracking and Nicola’s expertise in call handling brought us together, and we agreed to share our best practices for turning inbound callers into high-quality leads.

Table of Contents

Inbound call center sales techniques

You’ll be able to put some of the strategies we’re going to discuss to use on the call that’s coming up next.

The implementation of others can take more time.

Because we want to help you get the most out of your time, we have included a table of contents that you may use to quickly navigate to the different methods.

Let’s jump in!

Make important information easy
Avoid putting people on hold
Ditch the IVR
Uncover prospect’s interests without asking
Learn from completed calls
Make your website work harder & drive calls online

Make important information easy to access

If all of your sales representatives have been with your firm for a significant amount of time and have an in-depth familiarity with its products, then all of the knowledge they require to complete a sale is usually stored within their own heads.

There are two categories of information to which sales representatives must have access or knowledge in order to increase their sales.

The first concern is how to address the most typical complaints.

Naturally, there will be reoccurring objections that customers have. Customers tend to lean toward these objections.

Your most successful sales representatives will have developed persuasive responses to the arguments raised by customers.

Make an audio recording of their rebuttals and distribute it widely.

The types of queries and concerns that are typical among candidates working in a variety of professions and industries make up the second category of information.

Things that are necessary knowledge for a person working in information technology (IT) will inevitably vary from those that are necessary knowledge for a person working in marketing.

It is important to keep track of the various types of clients who call in and to ensure that all customer service representatives have access to the relevant documentation.

You could use a tool like Guru to help put all of this information together and make sense of it.

Guru is a knowledge management application that gives all of your sales agents fast access to any and all of the information they might require.

Sales representatives can search several information sources, such as their inboxes, CRM system, and department wiki, using a browser extension or a Slack bot to discover the information they’re looking for fast. These information sources include their inboxes.

Don’t have an answer ready for a question a potential customer has regarding a product? Check with Guru to see how other sales representatives have responded to the same question in the past.

You may not be aware of the types of worries that IT executives have regarding your products or services. Inquire with Guru about the manner in which other sales representatives have successfully addressed those problems.

Guru essentially enables sales teams to consolidate all of their own expertise and strategies into a single body of work, and then access that material instantaneously when on sales calls in order to motivate more conversions.

Avoid Putting People on Hold

Inbound callers are less likely to be put on hold if they are routed straight to a sales agent.

Nobody wants to listen to hold music, and prospects who have to wait too long are more likely to hang up and go somewhere else.

There are ways to keep long wait times to a minimum even if a receptionist or answering service is required.

While the caller is waiting, have the receptionist call back every 60 seconds or so.

They’ll know they’re still on the list because the receptionist will be able to collect their contact information and call them back when it’s more convenient for them.

Consider Calendy if you get a lot of calls on a daily basis.

Your receptionists can utilize Calendly, a calendar sharing platform, to schedule appointments on the calendars of your sales representatives.

Calls come in, but no one is instantly available to answer them.

The receptionist can offer to set up a meeting between the prospect and one of the sales reps instead of putting them on hold for an indeterminate amount of time.

The receptionist can schedule a call with a sales representative using Calendly, which allows them to post their availability on their calendars.

To avoid losing customers due to long wait times while all sales representatives are busy, this lets the sales representative know that they have a prospect to call.

Ditch the IVR

Let’s be honest: there is nothing more impersonal, and often annoying, than having to call a firm and being forced to communicate with its interactive voice response system (IVR).

When incoming leads are made to navigate a convoluted interactive voice response (IVR) menu before being connected to a sales representative, it does not exactly leave them with a favorable first impression of your firm or its customer service.

Calls from potential customers should always be answered by a real person, not a machine.

At the very least, you should have someone available to take all calls and direct them to the appropriate representative. Failing that, you should make use of an answering service.

What makes matters even better, sales representatives should be the ones to answer inbound calls.

You can get started by doing any or all of the following things:

1. Create unique phone numbers for marketing campaigns that are designed to drive inbound calls

You will be able to unlock valuable call data that will enable you to allocate the marketing budget to the areas that influence the most high-quality callers if you use unique phone numbers that are designated for each marketing campaign. These phone numbers will be associated with the marketing campaign.

Investing in call monitoring software is going to be necessary if you want to be able to generate unique phone numbers for each of your marketing efforts.

2. Use a routing service to send calls using those numbers directly to sales representatives

Sending your calls immediately to your sales professionals not only makes a great first impression of the kind of customer service your firm provides but also eliminates lost sales that may have been caused by the caller’s dissatisfaction with an interactive voice response system (IVR).

It’s possible that you’re thinking something along the lines of “my sales staff don’t have the time to sit around and wait for an opportunity.”

And, you’re 100 percent correct.

The days of sales representatives spending their whole shift behind a desk are long gone. Today’s sales reps are mobile.

They perform their duties both at the workplace and at home, as well as while they are traveling.

Therefore, if this is the situation, you might want to look into using a tool like Circleloop, which enables teams to take calls from any location.

It is a phone system that functions in the same manner as antiquated desk phones, with the exception that it allows users to answer calls on a laptop or mobile device from any location.

Pocket Phone System is yet another option that can be considered here.

This puts the power of a corporate phone system in the palm of your hand, giving you greater mobility.

The concept of working from 9 to 5 is long gone; callers in today’s world want to contact you at a time that is most convenient for them.

If your sales representatives are constantly on the move or are spread out over different locations, Moneypenny’s Pocket Phone System is the appropriate solution that will ensure they never miss another call again.

Conclusion

Your sales staff will be able to overcome some of the most significant barriers to conversion if they are equipped with the appropriate tools.

During calls, you should certainly maintain your polite demeanor and continue to use a personalized greeting. However, if you want to truly thrive and raise both income and your own commissions, you need to implement strategies and techniques that allow you to stand out from the crowd by having exceptional knowledge and providing outstanding customer service.

FAQs

Is there a list of the four most common sales techniques?

There are four proven sales techniques that always work.

Stop talking and start listening instead.
Choose Storytelling as a means of connecting with your audience.
Be Prepared for the Most Common Questions and Objections You’ll Face.
Be Willing to Make a Deal Happen.

Is there a formula for implementing the five principles of inbound marketing?

Standardize, contextualize, optimize, personalize, and empathize are the five principles of inbound marketing (S.C.O.P.E).

What is the “inbound” sales approach?

As the buyer’s journey progresses, qualified leads are monitored, their wants are discovered, and a customized proposal is presented to them at the exact moment when they’re most open to a sales rep’s assistance.

What are the underlying principles of an inbound business?

The following are the five cornerstones of inbound marketing: Contacts. Customer profiles. In the buyer’s path.

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