The importance of recording correspondence into a CRM - turning anger into an up-sell opportunity Sales and Selling |
- The importance of recording correspondence into a CRM - turning anger into an up-sell opportunity
- Salesman of reddit, what industry do you work in and what are some cool perks you receive?
- SaaS Salesman in Toronto make less than US counterparts?
- Looking for advice on closing a sale.(furniture sales)
- Getting fired for not hitting your sales number - collecting unemployment?
- Where to apply when the same position is listed on multiple sites?
- Wanted to get your ideas on buying leads
- Sales/negotiation training programs
- I have Asperger's and I'm doing well in tech sales. If I can do it, so can you
- Channel Partner AE vs. Inside Sales Manager
- How to answer - Tell me something that is not on your resume?
- If you absolutely have to miss a meeting with a client and this is the first time meeting them. What is an acceptable excuse that will seem professional and they will understand and almost always allow you to reschedule?
- College graduate looking for advice from the best!
- Feel like quitting my cold call job
- Sales people of Reddit making >$80k, what aspect of sales was the biggest hurdle to for you to get over?
- Insurance sales outside sales?
- Looking for information on Dutch SaaS companies
- Best way to manually followup via email - what do you use?
- Cold Emails vs. Cold Calls
- Do you get to choose your own hours/enjoy some flexibility/freedom in SaaS sales as long as you're hitting quota?
- Products by what companies do you use in your work and love?
- How do i get good at sales?
- LinkedIn Connections: How to make use of it
- Is sales like dating? Do you think it’s harder than picking up women (or men if that’s your thing) at a bar?
| The importance of recording correspondence into a CRM - turning anger into an up-sell opportunity Posted: 04 Jan 2019 08:50 AM PST This is for everyone out there that does not record every single interaction into a CRM. I hope it will encourage you to take the time to make it muscle memory every time. This morning I awoke to a very angry customer email. Me from 6 years ago would be screwed, but me today was prepared to handle the issue and engage in an upsell in under ten minutes BY EMAIL ALONE. Here is the situation: customer was upset that no one from my organization reached out to renew their products for 2019 and as a result they lost access in the New year. Right off the bat I got the "we've been doing business with ________ for ____ years, if you can't manage this account we will go with someone who can" This is a hostile email designed to set the stage for requesting a discount or something of that sort. Nip it in the bud immediately. "I understand your frustration. I have many subscriptions that I work hard to pay for in my personal life and if I was unable to access them without some sort of notice I'd be livid as well. I also can imagine this is eating up a chunk of your time at work, which is always difficult coming back from the holidays. That being said, I work very hard all year round to ensure I take care of my customers and _____ co. were a priority as the days ticked down to the New Year. Off-hand I remember sending multiple emails to ________ co., some as high importance, but let me take a closer look and get you the entire picture because I think this will actual require assistance from your IT group to ensure delivery of my correspondence" This email does a few things effectively. 1.) Do not try to fight their feelings. Let them bathe in their feelings and repeat them back to customer. 2.) it humanizes you to draw attention to the fact that you work hard for them and yourself and experience these issues in your every day life as well. 3.) it shows you remember info about them off-hand meaning you worked actively to prioritize them in your mind. 4.) it shows that you are thorough and value their commitment to you. 5.) it lays the blame at the feet of a computer system and not your customer or yourself. Even though I am confident that this is 100% the customers fault YOU SHOULD ALWAYS GIVE YOUR CUSTOMER AN OUT TO SAVE FACE. 6.) it puts value on their time and proves you understand what it is like to get back to the grindstone after a long holiday break, both at work and at home. Once you've sent that initial email, take time to go through the account and your emails to the account. Make sure you have all the information before crafting the next email. If you do not have correspondence in your CRM then you are sunk because you can't see a linear progression or make that linear progression available to your angry customer. The importance of linear progression is that it gives them multiple focus points, more pointedly, multiple times THEY dropped the ball/multiple times you CYA'd. You are reinforcing your value and your attention to their account. Worst case, if the situation requires a manager you look like an absolute stud. Usually this approach allows for resolution before getting to that point though. Plus, if someone STILL wants the manager after you've made a compelling argument then the customer just looks like they're trying to get HBO for free cause cable went out for a minute. The NEXT email back to my customer was: "Hello _____, After reviewing all of the correspondence on the account I can see that we attempted to contact you _____ times between the months of ______ and ______ by email. I have an email correspondence record I have attached to this email. Moreover, we also attempted a second email communication method which was unsuccessful twice. Lastly, I dialed and dialed you going into the New Year with no response. I dialed twice a day from December 20-24 with no luck. While I completely agree that you're a long-term partner and that I should continuously strive to provide exceptional customer service, I must ensure you understand that as an organization there are still basic confirmation practices I need to adhere to before sending invoices and initiating orders. I'm sure you encounter similar situations in your position as well. Part of the issue we're encountering is communication, but the other issue is the actual system of deployment itself. ______ co. utilizes a product that is a bit dated and that is partially responsible for the outage of access. We have had brief conversations about this in the past, but it has never been a focus point because there was never a pain point for you with it. I think given this outage and the reaction from all of your colleagues we can effectively reclassify this conversation from ancillary to important, would you agree? Can we talk about some of our newer platforms that will solve this problem before it even starts in the future?" ACTUAL RESPONSE FROM ANGRY CUSTOMER, only 10 minutes from initial angry email: "Dear the_mortadella_spits, Wow, thanks for all of this information. I have forwarded it to my IT team. My apologies for my email this morning. I was very stressed and my phone was ringing off the hook due to the outage. I did not realize we were utilizing an outdated access method though I'm sure you have told me in the past. I don't have time in January, but maybe we could schedule a conversation for February? Thanks for your patience and again, my apologies for lashing out." 1.) you have proved valuable beyond your product. 2.) She took the IT out. 3.)She apologizes and admits the product is crucial. 4.) your call to action is answered--get something on the calendar for beginning of Feb. 5.) you are thanked for your patience--something partners acknowledge and express. I had a boss who was absolutely BRUTAL about putting everything in the CRM. I fought it for a long time saying it slowed me down, made me less effective, etc etc. As I've aged and encountered countless sales scenarios I've realized the absolute importance of CRMing EVERYTHING--even a thought you have about one customer while talking to another. Those thoughts evaporate into ether throughout the sales year so get it into the account so it catches your eye and imagination later. We are sales people and we need to understand that every conversation, good or bad, is an opportunity to sell or up-sell--both your product and yourself. If you don't have records you're flying in the dark and why would I give my money, my department's money, or my organization's money to someone who isn't thorough enough to keep a basic record. If you can't get into your CRM and get a linear progression of action within ten minutes of receiving an angry email then you have already lost. I firmly believe that if I let this email sit for a day while I tried to figure out what happened I would have lost the customer, but instead we are talking upgrades. Happy Hunting! Make 2019 the year of the CRM record if you struggle with it. [link] [comments]  |
| Salesman of reddit, what industry do you work in and what are some cool perks you receive? Posted: 04 Jan 2019 05:15 AM PST Just spoke to a friend who works in SaaS sales and gets free tickets to soccer games to a big European club. Thought that was pretty cool side perk. Do you receive any benefits in your job? [link] [comments]  |
| SaaS Salesman in Toronto make less than US counterparts? Posted: 04 Jan 2019 11:07 AM PST Hey guys been reading some great stuff here lately but I've been seeing a trend on here and other job boards of Canadian SaaS sales reps (AE, BDR/SDR) making a lot less than they would be if they were in the US. Is that a fair assessment? If you're in Toronto and working in tech sales or SaaS sales can you give me an idea of how much you make and the progression to that. I'm gonna graduate in 2019 with a business degree and have 3 years of part time sales experience selling for a pest control company. [link] [comments]  |
| Looking for advice on closing a sale.(furniture sales) Posted: 04 Jan 2019 10:33 AM PST Hello all! I recently entered my first sales job as a furniture salesman (5% commission) and I was looking for advice on how to close a customer on the sale. I use all of the techniques I was shown while showing a piece to customer (facts about product, one thing I like, getting the customer to sit/lay on it, ect.) I can get the customer interested in the product, But I seem to get hung up on getting them to go through with the purchase. Does anyone have any advice/tips for closing a furniture sale? [link] [comments]  |
| Getting fired for not hitting your sales number - collecting unemployment? Posted: 04 Jan 2019 10:16 AM PST I got myself in a tough situation at my current company. Essentially, I am going to miss my number and they told me I need to hit X by end of January to stay. Apparently HR is going to be sending me something that states this and I need to sign it. Looking into the future - If i dont hit my number and I am fired (not laid off) does that effect my ability to collect unemployment? I've never been let go before. I am also in MA if that helps. Any insight is appreciated. Thanks! [link] [comments]  |
| Where to apply when the same position is listed on multiple sites? Posted: 04 Jan 2019 06:12 AM PST When an employer lists an opening, is it better to apply for it on LinkedIn, Indeed, Glassdoor, Career Builder, or the employers website? [link] [comments]  |
| Wanted to get your ideas on buying leads Posted: 04 Jan 2019 11:44 AM PST I have recently started a position selling life insurance. I'm having a lot of trouble prospecting and getting sales. I figured buying some leads might be a way to get things kick started. Anyone have any personal experience with this? [link] [comments]  |
| Sales/negotiation training programs Posted: 04 Jan 2019 11:26 AM PST My boss asked me to find some sales training events for me and some of the other younger peeps in my engineering department. Most of us are from technical backgrounds and are doing predominantly sales work, but have no formal training behind us. Can anyone recommend any solid sales trainings in the US area to attend? [link] [comments]  |
| I have Asperger's and I'm doing well in tech sales. If I can do it, so can you Posted: 04 Jan 2019 11:10 AM PST Hey guys, I'm an Aspie in tech sales. It was never my first career choice, but I stumbled into SaaS sales after getting fired from my programming job. Sales has been grueling for a high functioning autistic person like me. I naturally suck at reading facial expressions, at maintaining eye contact, at reading between the lines, at being too wordy, at timing correctly, at using humor, etc. I talked too much and didn't answer questions. I was too technical and got too detailed oriented even on high level pitches. 5 years later, I'm the second highest seller in my org, making an OTE of $130k. Because I suck at social interactions, what I did was STUDY EVERYONE ELSE HARD, in addition to following Dale Carnegie's and other's methods to the DOT. I consciously had to learn social rules, to the point where I viewed it like an equation: if I say this, they will usually react this way. I'm still not quick witted and sometimes too honest and too technical, but I use my quirks to my advantage. I tend to stick by scripts for prospecting, but they work. I'm good at asking questions and taking in detailed answers, and I can do basic small talk. The scientific aspect of sales: A/B testing, measuring conversion rates, qualifying customers, doing demos (I'm a quasi Sales Engineer at this point), forecasting, etc., is where I excel. Sales is a SKILL you can develop. I'd say I have better sales skills than many neurotypicals at my company. Many of them are extroverted types who are naturally skilled at being people persons, but as a result, they don't consciously focus on improving and refining their sales skills to the degree that I did. It's like how someone with natural talent in something will fall behind the naturally untalented people who HUSTLE and GRIND. Yeah, I'll never be a natural salesman, this isn't where I'm the most comfortable, I'll still be awk as fuck and not understand many social rules, but I don't like Asperger's define me. I'll not have it get in the way of how I want to live my life. I like people, despite being socially handicapped. And I'll succeed in spite of my disability. Sure, no way in hell could I do car sales, or most B2C sales with "hard closing." I did retail and it was hell. But inside sales over the phone on highly technical B2B software (such as middleware and ERP software) is my niche, and I was able to combine my technical aptitude with working on people skills to succeed. Yes, the naturally talented + hard working people will overtake me, but I'm above the naturally talented + lazy people by far. So you shouldn't have any excuses. Don't be entitled. Don't give up. If I can do it, if you don't have mild autism like me, you should definitely be able to if you work at it. Peace [link] [comments]  |
| Channel Partner AE vs. Inside Sales Manager Posted: 04 Jan 2019 11:10 AM PST Was hoping I could get some general input. Obviously there are going to be personal factors that play into this but would love to see any opinions that people have. So my company (b2b software company selling into mid-market and a little enterprise) is realigning our sales teams and because of this I've been presented with 2 opportunities that I believe will take me on completely different career paths.
But I guess what I'm soliciting feedback on is what people's opinions are on the better career path. I don't mind going back to a rep role if I feel like it can lead me to bigger and better things in the future, and I think there is more opportunity down that road but not necessarily on the management side of things. With the Inside Sales Manager role, there will be other opportunities internally but I don't foresee myself going much higher at my current company. That said, building a strong resume in sales management would certainly help me if I wanted to continue on the management side of things at a different company, and I don't really think it would hurt my resume if I decided to go back to selling. Comp would be roughly the same based on what I'm hearing. Anyways if you managed to read all this, any input is appreciated. They have given me basically the weekend to think it over (which is a bit of a red flag) and I'm frankly a little overwhelmed at making such a dramatic decision. Thanks! [link] [comments]  |
| How to answer - Tell me something that is not on your resume? Posted: 04 Jan 2019 11:03 AM PST I want to speak about my passion for travel but don't want to come off as a travel addict that doesnt want to work and only wants to travel. Any advice? [link] [comments]  |
| Posted: 04 Jan 2019 07:06 AM PST The new year has started us off with so much business we are often double booked. I do not want to tell a client we cannot see them because someone else booked us first. How can I explain to them professionally I cannot make the meeting but can attend one at a later time, and they most likely understand? [link] [comments]  |
| College graduate looking for advice from the best! Posted: 04 Jan 2019 10:17 AM PST Hello good people of r/sales! First off I just want to say how great of a community you all are! I've been lurking for a couple days on here and i've seen nothing but welcoming people and amazing advice. And quite frankly I feel thats what makes reddit, well, reddit. As per the introduction, I am a recent college graduate with a bachelor of arts degree in Philosophy (long story). I have always been interested in sales as a career and recently decided it's something I want to seriously pursue. I have been looking at either a career in residential Real Estate or tech sales. I live in northern Indiana and am looking for jobs within the near cities (Indianapolis and Chicago) but could be open to other options. I have natural born people skills, hardworking, and always excelled at my previous high school retail job at Advance Auto Parts, even going as far as leading national sales for a product of the month and always having a line of customer waiting to see me even though other coworkers weren't assisting anybody. I live in and work in a high manufacturing area (RV's) and am really excited to see what the future in tech holds for the industry, and desire to be a part of this process. On the other hand, I also have a mutual friend who has extended an offer to me to work within his Real Estate company. Now for my questions, 1. What would you guys recommend the most for me based on my background, 2. Any other sales careers I should consider?, and 3. What would be the best way to get my "foot in the door", mass app attack? Thank you all and look forward to hearing any advice you may have! [link] [comments]  |
| Feel like quitting my cold call job Posted: 04 Jan 2019 09:36 AM PST Been 3 months, passed a few exams and am now a broker. Have not opened any account...300+dials for many days But recently I have found it very hard to dial. I received some harsh feedback from coworker that has ate at confidence...feel self conscious on the phone. I really am interested in pursuing my own business ventures. Am I just being a quitter? I feel like my personality isn't built for this. and I feel dread walking into office daily. Any unbiased feedback is appreciated [link] [comments]  |
| Posted: 04 Jan 2019 09:15 AM PST |
| Insurance sales outside sales? Posted: 04 Jan 2019 08:58 AM PST Hey folks. I just don't know anything about this. Right now i work as a car salesman. I do well for myself but im looking for more freedom. Recently I have been offered a job working as outside sales for an insurance company in my state. The issue im having is that I dont know anything about it. Or how I am supposed to get leads or really abything at all. Anyone that can shed some light on this would be very much appreciated. Thank you. [link] [comments]  |
| Looking for information on Dutch SaaS companies Posted: 04 Jan 2019 08:04 AM PST Hello fellow salespeople, In 2019 I want to lift my sales career to the next level and get into SaaS sales. It's already a thing here in The Netherlands but I'm pretty unfamiliar with the market and companies here. Is there anyone on here with a bit of information about the Dutch SaaS market? Also, information on starting in general on SaaS is really appreciated. I have a background in face-to-face sales (door2door and streetmarketing) and telemarketing. Also founded a small company in tourism for which I handled the marketing and b2b sales. Any insight is really appreciated. Cheers! [link] [comments]  |
| Best way to manually followup via email - what do you use? Posted: 04 Jan 2019 07:45 AM PST Happy New Year folks, I took the time to analyze my inbox activity for 2018, and found almost 90 prospects that were worth a manual followup but slipped through the cracks - I kind of desisted after 2/3 attempts as had new leads/ priorities coming in. We use Salesloft in the company for the initial email outreach (automated), but I find it difficult to stay on top of things after prospects respond and the conversation becomes "manual". Anyone here has the same problem? What do you do to solve this? [link] [comments]  |
| Posted: 04 Jan 2019 07:27 AM PST Which do you get the best responses from? Cold emails or cold calls? [link] [comments]  |
| Posted: 04 Jan 2019 07:01 AM PST |
| Products by what companies do you use in your work and love? Posted: 04 Jan 2019 06:59 AM PST Guys hi, As the title says I wonder products by what companies do you use in your work and love? Quick example for me : Atlassian (Trello, Jira, Bitbucket) JetBrains (PhpStorm) Figma (Figma – really like this young product/company! Replaced Adobe's Illustrator and Sketch for me, they constantly improve and add new features) Obviously it's a webdev/webdesign example, curious to see products by what companies are used/loved in sales niche. [link] [comments]  |
| Posted: 04 Jan 2019 06:46 AM PST I got a job where i sell phone subscriptions, phones and accessories. I get a commission from 4-8% of what the store earn on that sale. So therefor i want to get really good and make more money. Do any of you have any tips? Are there any good books to read? Any tips will help! [link] [comments]  |
| LinkedIn Connections: How to make use of it Posted: 04 Jan 2019 05:55 AM PST I am currently the last year student looking for jobs. I am also helping my dad with his business. We do have a solid and loyal b2b customer base. But I am looking to see it expand. So in addition to using existing references and sampling for businesses where he knows people I have started adding procurement professionals of companies where I know the product we made is used. And the majority of them have accepted. Now, I am confused as to how should i approach them? i think directly trying to sell on LinkedIn would give wrong vibes. So looking for suggestions as to what should I do instead? Research those companies and then cold call them but make use of the information gleaned from LinkedIn by telling the operator who I want to talk to as I have found oftentimes even operators are reluctant to answer questions like who is the procurement manager or should I start posting useful information about my product and then surely but slowly build a connection with them and then sell? I am confused as I haven't sold before and my dad is busy looking after existing clients. We don't have a sales person per se just a sales coordinator who doesn't do cold calls, can answer calls and coordinated regarding delivery. [link] [comments]  |
| Posted: 04 Jan 2019 05:54 AM PST Curious if people think there are accurate parallels. I could see an argument being made for yes, since you're the product with dating and it might feel more personally at stake. But I'm not a salesman. Just work around them. [link] [comments]  |
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