Call Bridging

scheduling next steps in sales

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The Importance of Scheduling Next Steps in Sales

I can’t tell you the number of calls that I listen to (or receive) where salespeople do not schedule next steps before ending the call. It’s so basic, so fundamental, yet so often neglected.

READ: Call Bridging 101: Paving the Way for a Follow-up Sales Call

Whether it’s an initial cold call, a discovery session, a product demo, or (I shudder at the thought) a proposal review, the lack of direction is startling.

Below I’ll share the importance of next steps, why reps aren’t doing it, and how managers can ensure their reps are scheduling next steps.

The Importance of Concrete Next Steps in Sales
  1. Efficiency: A streamlined sales process is gold. According to CSO Insights, having a defined sales process can increase win rates by up to 15%. Concrete next steps are a cornerstone of this process.
  2. Commitment: When both parties agree on a specific next step, there’s a subtle commitment. This can increase the chances of a deal moving forward.
  3. Clarity: With clear next steps, there’s no ambiguity. Both the rep and the prospect know what’s coming next.
So, Why Aren’t Reps Doing It?
  1. Fear of Commitment: Some reps fear that setting a concrete next step might deter prospects. They think staying “open-ended” gives prospects breathing room.
  2. Lack of Confidence: A rep unsure of the call’s outcome might hesitate to suggest the next step, fearing rejection.
  3. Overlooking the Basics: Surprisingly, some reps get so engrossed in the conversation that they forget this fundamental step.
How to Ensure Reps Schedule Next Steps
  1. Sales Training: Make next-step training a part of your regular sessions. Emphasize its importance, backed by data. For instance, Hubspot reports that 40-50% of sales go to vendors that respond first. Concrete next steps ensure you’re always a step ahead.
  2. Role Play: Include the process of setting next steps in your role-playing exercises. Make it second nature.
  3. Call Monitoring & Feedback: Use call monitoring tools to track how often reps set concrete next steps. Provide feedback and reinforcement.
  4. Celebrate Wins: When a rep successfully moves a deal forward due to well-defined next steps, celebrate it. Let it be a lesson for the whole team.

READ: Tips for Mastering Call Coaching

The sales dance is a series of well-coordinated steps. Missing one can mean stumbling or even falling flat. As someone who’s been in the sales arena for years, I can’t stress enough the importance of clear next steps. It’s not just about closing the current call; it’s about paving the way for the next one. So, let’s get back to basics, prioritize efficiency, and drive our sales with precision.

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Call Bridging 101: Paving the Way for a Follow-up Sales Call

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Call Bridging 101: Paving the Way for a Follow-up Sales Call

What is Call Bridging?

Call bridging is the art of gaining the next call before leaving the current conversation. It’s a critical skill if you’re used to face-to-face selling and now working the phones.

In my previous posts, I talked about call productivity and setting call goals as critical skills when transitioning from traditional selling to virtual selling. It’s because we often accomplish less on phone sales calls than in traditional face-to-face sales meetings. But we only build a pipeline when we’re able to execute multiple calls.  The key to getting multiple calls is Call Bridging.

Call bridging happens at the end of a call.  It’s a key phrase or question that paves the way for calls #2, #3, etc.

How to Use Call Bridging to Secure a Follow-up Sales Call

When it’s an established relationship, it’s as easy as setting up the next meeting. The key here is being sure you’re showing value during the ask. Everyone is busy and we’re easier to blow off (blow out for my UK friends) when we’re on the phone. It sounds like:

“This has been fantastic Mr. Customer. Thanks for the insight. We didn’t get a chance to cover XYZ, nor for me to share some insights I’ve gained from my network that I think you’ll find valuable. Let’s set up a follow-up call. Does this time next week work for you?”

Note: We aren’t saying that we need to cover key insights about our product or service. We aren’t saying we need to learn more to sell more. We’re offering “cross-pollination” value or the voice of our collective customer in the industry. This intel is a hot commodity!

If it’s a colder outreach, we may need to be more assumptive and simply GIVE ourselves permission. It sounds like:

“Thank you for your time and insight. I’ve learned so much from you and want to return the favor. I’ll call you back later this week so we can finish up.”

There are a million variations of this. Think of them as bases. A home run is their agreement to a follow-up, an appointment set and on the calendar, AND they bring another party to the call or take an action item (we call this “Getting Deals Moving” – Check out The Sale Bar for a full class on the subject)

Third base might just be an agreement to meet and an appointment set.

Second is their agreement to take your call.

First base is them basically NOT saying, “No, don’t call me back.”

Make it a habit to always bridge to the next call.  Go for the home run and even if you land at second you’re doing better than starting over cold.

Bonus tip: Send the calendar invite even if they don’t agree or accept the invite. It will show up on their calendar even if they don’t accept it and they may be more willing to pick up the phone when you call (you MUST call during this time!  Don’t just set a task to follow up, put it in your calendar too!). And if they don’t pick up, you’ve at the very least gained some mind share and a little bit of guilt on your side. When they do finally take your next call, they may even apologize and/or be a touch more open.

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New Account Executive Tips

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5 Critical Tips for New Account Executives

Congratulations on your promotion to AE! Transitioning from an appointment setter, qualifier or SDR/BDR to an Account Executive who carries a revenue quota and closes deals is a BFD. Here are five skills that can help you make goal faster! 

1. Slow WAY Down. As a BDR, the game was speed. A hundred calls, ten conversations, and one yes. The good calls were under 10 minutes and you were careful not to dive too deep. As an Account Executive, it’s a common mistake to try and also pack your calendar with cookie-cutter demos in the hopes 10% will close. Be better.

The Account Executive’s role is to add so much value to the prospect that they overcome their resistance to change and buy. That won’t happen in 10 minutes or 60 minutes, and it won’t happen the same way each time. So slow down and get to know the prospect. Why did they take the meeting? What’s happening in their world? Why is it a challenge? Why is it important to fix? What have they tried? What happens when it’s better?I could keep going here, but I hope you get the picture. Spend time instead discovering their situation AND their top priorities and values because these are their motivators to change. At Factor 8, we’ll give you a gold star if you don’t share your screen or your solution once in the first call. Truth: we don’t give out a lot of gold stars. 

2. Be SWIIFT℠. Heard of that before? It’s the opposite of WIIFM and it means, “So, What’s In It For Them?” We want you to take this to the extreme and make as many of your calls as possible about them instead of you. The average AE will ask 3-4 questions and then launch into their slides/demo/solution.

This hurts them in several ways:

  1. They come off like a typical self-centered salesperson
  2. They leave opportunity on the table by not digging out the whole need
  3. They haven’t found a personal connection or the prospect’s motivation 
  4. The prospect quits listening and goes dark
  5.  

So, go deeper and seek to understand. Seek to help. Make it all about them for the entire first call and as much of the second and third as possible. Even during your demo, we teach you to only cover a specific and abbreviated number of items and to stop sharing at least 50% of the call. Ditch the sales speak and value props and pitches and competitive data and do all you can to understand and add value.

3. Bridge Every Call! Unlike your old job, closing deals will take multiple calls. Always set up your next call before getting off this one. Like, always. It’s called a bridge. The best bridges have appointments booked in the calendar with invitations and agendas sent immediately. If we can’t get that, they at the very least agree on a day you will call back (and try to get them to block the time!). This simple skill takes 3 minutes to accomplish and will save 3 hours of time chasing down leads you thought were interested but who won’t return your emails. It’s sort of like “never wake a sleeping baby” – never hang up on a live prospect (without bridging to the next call).

4. Be a Calendar Ninja. Suddenly you need time in your day for more than just outbound appointment setting (but pretty please still do that too!) Get strategic and block times in your calendar for research, client meetings, follow-ups, emails, and outbound prospecting. You’ll also need time to build your custom proposals/demos/solutions for clients. It’s a lot more to juggle! You may even be used to a tool telling you who to call and when if you used a great sales cadence solution like Outreach. But now you need to be strategic about when you call, build, respond, and research. It’s easy to get buried in emails and snoozed CRM tasks, and NOT systematically and proactively review your CRM for actions to take to keep your pipe full and leads warm. It’s a common mistake and it takes serious time management skills. 

5. Master the Meeting. It can be intimidating to move from a 10-minute 1:1 call to running a pitch to a prospect team. 60 minutes, 5 people, and LOTS of pressure (and doing it virtually to boot!) To run a killer sales meeting, always start with an agenda and introductions. Think of it like you’re hosting an open house. Thank people for coming, learn something about them, find out their goals, and put them at ease. Remember, these meetings are as much about YOU as your solution, because people buy from people they like, and nobody likes being instantly pitched! 

Try dressing up a level, add some professional flair to your background, use your rapport-building techniques, and do everything you can to get cameras ON and screen sharing OFF (a Gong study showed that discovery meetings run with you sharing slides means you do most of the talking instead of the other way around). Share your agenda and ask if they have specific questions or items to add before diving into the meat of the meeting. And always be sure the meat starts with SWIIFT℠ questions instead of your pitch! Practice kicking off meetings with a few colleagues until you sound and feel confident!

There’s a lot to master in your new role, but these five skills will help you stay in front of the learning curve!

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6 Logistics Sales Tips to Master Phone Selling

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6 Logistics Sales Tips to Master Phone Selling

Freight and logistics sales has undergone a massive change in the past few years. As companies embrace digital transformation, in-person sales meetings are falling in frequency. So you’re probably spending a lot more time on the phone than before. 

This can be…how should I put it…intimidating? 😱 Or at the very least, uncomfortable?

So here are six logistics sales tips to help you crush cold calls and reach those tough-to-crack prospects. 

(Psst! Interested in logistics sales training? We can help! Contact us today.)

1. Don’t stop calling

For sales calls, the third time isn’t the charm. You have to call someone at least six times before you get a response. Not just for cold leads, but warm leads too. 

People are shocked when I say this. But think about it: when was the last time you called someone once and immediately got a response? (I’m gonna guess it doesn’t happen that often.) 

Over 36% of purchased leads receive no sales contact. And it’s not because reps are lazy. It’s because we’d rather go after the low-hanging fruit for immediate results. But there just isn’t enough low-hanging fruit to go around. If you want consistent results, you’ve got to climb a little higher. That’s why I recommend 10 touches for A leads, 8 for B leads, and 6 for C leads…as a bare minimum. 

READ: How to Build an Account and Lead Qualification Strategy

2. Leave a voicemail and send an email—every time

Yes, you read that right. Every time. It’s easy to ignore a missed call. It’s harder to ignore several missed calls, multiple voicemails, emails—you get the picture. If you’re going to invest the time in making several hundred calls a week, make it hard for them to forget it. 

Think of the voicemail as a resume. It’s there to show who you are, what differentiates you, and what value you offer. If you put it in front of them enough times, the prospect is more likely to pick up. Once that happens, then you can start selling. 

WATCH: How to Leave Voicemails that Get Returned 

3. Be patient. 

In a virtual environment, sales cycles can be longer than traditional, F2F approaches. So when you make 100 calls in a day and don’t hear anything, don’t worry! Eventually, you’ll call someone enough times and they’ll pick up (even if it’s because they feel guilty 😉). At that point, you can make them feel like they’re the one doing you a favor by taking the call. 

READ: Quick and Effective Voicemail Scripts

4. Keep your intro and pitch SWIIFT℠

Salespeople often talk about “engaging prospects.” But what does “engage” actually mean? It’s simple: An engaged prospect is a talking prospect. And what’s the best way to get someone talking? Ask them a question. 

So instead of going through your usual dog-and-pony show, use the SWIIFT℠ methodology (So, What’s in it for Them?) to flip the conversation around. SWIIFT℠ gets the prospect to answer 2-5 short, closed questions to get the conversation going. This helps you build the necessary rapport and understand the prospect enough to demonstrate your value. 

READ: The SWIIFT℠ Selling Methodology

5. Don’t “check in” with prospects. 

Be real: how many times have you jumped at the chance to “check in” with a sales rep? Yeah, me neither.

If you’re going to ask for your prospect’s time, you better give them a good reason to get on the line with you. So start brainstorming how you can add value to them:

  • Address a specific issue they raised last time you talked
  • Update them on new and improved features
  • Talk about something in the news and how you can respond to that
  • Share something you learned from another client—a kind of cross-pollination

Don’t just call to sell something. Call to add value…real value.

DOWNLOAD: 20 Value-Add Reasons to Call Your Customers

6. Make the most of short calls

In virtual sales, the average first call is three-and-a-half minutes. If you last that long, you’re doing great. 

You may wonder: what could I possibly get done in such a short amount of time? In reality, you only have to do three things:

  • Differentiate yourself
  • Get a commitment for the next step
  • Book the next call

Commitments change depending on where the buyer is in the journey: set up a demo, loop in other stakeholders and decision-makers, read over a contract, or even sign and onboard. But every call you make needs to involve getting some kind of commitment. Then, you use that commitment to bridge to the next call. 

READ: Call Bridging 101

So there you go. Follow these six tips, and I promise you’ll be crushing those sales calls. Happy selling!

Watch The Video Below For More Logistics Sales Tips.

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5 Tips to Transition from Field to Inside Sales

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5 Tips to Transition from Field to Inside Sales

There’s no ifs, ands, or buts about it – virtual selling is here to stay, folks. That’s why the transition from field to inside sales is becoming more prevalent.

If you’ve spent years perfecting the art of in-person selling and are struggling (or resisting) the shift to virtual, it’s time to get on track and embrace it.

I get it – virtual selling is a whole different ball game where reaching contacts is harder, your sales cycle is longer, talk tracks are shorter, and a whole slew of other things you’re not used to.

That’s why I took 30 minutes on our recent Sales Shot to break down key virtual and hybrid work practices that will help you feel like a superstar again.

Whether you’ve been at it for a while or recently transitioned, these are tips you can start implementing RIGHT NOW to help you fill those holes in your pipeline.

DOWNLOAD: How to Sell to the CFO to Keep Deals Moving

Pick Up The Phone

Do you like baseball? (Even if you don’t, stick with me for a minute.)

Home base is closing the deal and having a happy client – but you can’t get to home base if you aren’t even on first! First base is getting someone on the phone.

Chances are, they’re not going to pick up on the first try. In fact, less than 20% will connect on that initial call. Even if it takes 12 attempts to connect – you keep calling!

Research shows that 30% of leads are never even contacted at all. That’s a ton of missed opportunity. Especially when you consider that 82% of buyers admit they bought something after a series of cold calls. 

So, moral of the story: Pick. Up. The. Phone.

Always Leave a Voicemail

If you’re making all these calls, you’d absolutely better be leaving a voicemail – a GREAT voicemail. In fact, make voicemails your new BFF!

Voicemails have a few different goals. The most obvious one is getting a callback. Realistically, most of them are probably never going to get returned. But here’s what you CAN do: create a positive impression of yourself and your company, and guilt them into either picking up the phone or eventually calling back. So, get creative and make it fun!

The 4 most effective types of voicemails are:

  • Lever – Drop their first name, reference one of their coworkers, mention a previous rep they worked with – something that’s going to get their attention! Whatever you do, make it about them!
  • Mystery – Keeping the message short and vague can pique their interest.
  • Urgency – Are you running a limited promo on a product or service? Are they losing money by the minute if they aren’t using your product? Give them a reason to JUMP!
  • Value – There are 6 of them we teach (remember SWIIFT℠, everyone?), but remember that during economic challenges people tend to care most about saving money and mitigating risk.

Whatever you do, ALWAYS leave a voicemail. No voicemail = no touch. It’s like buying a billboard and leaving it blank. Yikes!

Quick Tip: Send an email right after you leave a voicemail. Your likelihood of getting a response is MUCH higher when you mix voicemail + email. 

Embrace Smaller Goals

A year ago, your quota probably looked a whole lot different than today. So, take your goals and break them up into smaller, more achievable pieces!

The average successful call is now just 3.5 minutes! 

Structure your calls around these 3 key questions:

  • What do I need to learn?
  • What do I want them to know?
  • What commitment do I want to close?

Qualify Your Leads

Do NOT go through an alphabetical list of prospects and pick away at it until you get to Z.

Take the time to actually qualify your leads and call based on that score! You’ll have A,B, C, and D leads (and you can probably skip the D leads). Start with your A leads and work your way down the list until you finish the C leads.

As a general rule, here’s how often to call each lead:

  • A leads = 10-12 dials
  • B leads = 8 dials
  • C leads = 6 dials

Build A Bridge to Call #2

If you got someone talking on the phone after a cold call, the hardest part is over. So make sure you’re taking advantage of it by ALWAYS scheduling the next step WHILE you’re on the call.

Can you schedule the follow-up call now? How about sending a calendar invite with the next meeting’s info? Have you given your cell number to get theirs?

Give yourself permission to call back by urging them to look at their calendar and confirming when you’ll be connecting again.

WATCH: Transitioning from Field to Virtual Selling

Keep in mind, the more you try out these tips, the easier it gets and the more success you’ll see. So get on the virtual train with the rest of us and start building that pipeline. You got this!

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