how to effectively manage the sales lead follow-up process

How to Effectively Manage the Sales Lead

Follow-Up Process

Michael HalperFounder and CEO

SalesScripter

Common Follow-Up Situations

• Prospect is busy and asks for call back

• You had a meeting and a following up

• You sent a proposal or quote and never heard back

• Prospect delays a decision (Check back in 3 months)

Common Follow-Up Process

• You follow up with period calls, emails, and voicemails

• Timing is fairly sporadic and random

• Prospects often don’t answer calls or reply to emails and voicemails

Questions that You Can Ask Yourself

• When do I call?

• How often do I try to follow up?

• What is the best way to follow-up?

• Do I keep calling?

• Am I calling too much?

• Am I calling too little?

• What do I say?

Problems this Leads To

• Following up with prospects that don’t need what you have

• Following up with prospects that aren’t qualified

• Not saying the right thing when following up

• Following up too much/not enough

Establish Clarity

What to Say When Following Up

Avoid the Follow-Up Process

Performing a Takeaway

Passive Follow-Up Approach

Early Sales Process StagesStage Goals

Initial Contact

Cold CallInbound CallEmailEvent

2 to 5 minutes80% on prospect20% on you

Appointment

Phone CallFace-to-FaceDiscovery


Presentation

DiscoveryPresentationDemonstration

1 to 2 hours20% on prospect80% on you

Pre-QualifyGather high-level informationBuild interest in having conversationSchedule an appointment

Pre-Qualify (Cont.)Hard QualifyGather detailed Information (Discovery)Build interest in meetingSchedule a presentation

Sell ProductMap out Next StepsClose (Sale or agreement to move forward)

The best salesperson asks the best questions.

3 Types of Questions

Pre-Qualifying Questions

• To make sure it makes sense to meet and keep talking• Does the prospect even fit or have a need for what you sell?

Hard Qualifying Questions

• Is the prospect a qualified lead from a need and ability to purchase?

Closing Questions

• Identify if you can consider the prospect real and of high quality• Takes place in first meeting


Is there a potential need or fit?

If your product solves a problem, does your prospect have that problem?

Common Pain Points for Our Customers• They aren't happy with their physical appearance

• Need to lose weight and get in better shape

• It can be difficult to get on and stay on a workout schedule

• They are not healthy and do not feel good

• They do not have a very good self-image and level of self-confidence


Is there a potential need or fit?

If your product solves a problem, does your prospect have that problem?

• How do you feel about your physical appearance or level of fitness?

• How important is it for you to lose weight or get in better shape?

• Have you ever had difficulty getting on or staying on a workout schedule?

• How do you feel about your overall level of health or how you generally feel on a daily basis?

• How would you describe your image of yourself or your level of self-confidence?


Building Your Questions

Here is a step-by-step process that you can use

to build an optimum list of questions:

1. Identify the product you ultimately want to sell

2. Identify the benefits it offers the buyer

3. Identify the pain point that the benefit fixes

4. Compose one or two question for each pain point

Building Your Email Messages

Early Sales Process StagesStage Goals

Initial Contact



Appointment



Presentation



Pre-QualifyGather high-level informationBuild interest in having conversationSchedule an appointment

Pre-Qualify (Cont.)Hard QualifyGather detailed Information (Discovery)Build interest in meetingSchedule a presentation



Is the prospect/lead legitimate?

1. Need to Purchase– how bad does the prospect need to make the purchase

2. Ability to Purchase – how accessible is the money

3. Authority to Purchase – how much purchasing power does the prospect have

4. Intent to Purchase– what other options is the prospect considering


Need to Purchase

(In addition to Pre-Qualifying Questions)

• What happens if you do not do anything and do not make a purchase or make any

changes?

• What improvements will you see if move forward with this purchase?

• Is there at date when this purchase needs to be made?

• What happens if the purchase is not made by that date?

• What is the time frame that the project needs to work along?


Authority to Purchase

• What is the decision making process?

• What parties will be involved in making the decision?

• What functional areas (departments) will be impacted by the purchase?

• Who is the ultimate decision maker?

• Who is the person that will need to sign the agreement/contract?

Hard Qualify Questions

Ability to Purchase

• Is there a budget approved for this project?

• What is the budget range that the project needs to fit in?

• Have the funds been allocated to this purchase?

• What budget (department) will this purchase be made under?

• Are there other purchases that this funding may end up being used for?

• How does the project fit with other initiatives from a priority standpoint?

Hard Qualify Questions

Intent to Purchase

• Why did you take time out of your schedule to meet with us? Why did you contact us?

• What other options are you considering?

• How far along are you with talking with them?

• How do you feel about their solution?

• What do you like about their solution?

• What do you not like about their solution?

• How does their solution compare with what we have to offer?

• Is there a reason why you would choose us?

• If you had to make a decision today, which way would you lean?

Early Sales Process Stages

Stage GoalsInitial Contact



Appointment



Presentation



Pre-QualifyGather high-level informationBuild interest in having conversationSchedule the Appointment

Pre-Qualify (Cont.)Hard QualifyGather detailed Information (Discovery)Build interest in meetingSchedule the Presentation


Sell More by Screening the Good Prospects from Bad

https://salesscripter.com/sales-training-webinar-recording-sell-more-by-screening-good-prospects-from-bad

/

More info on qualifying questions:

https://salesscripter.com/sales-training-webinar-recording-sell-more-by-screening-good-prospects-from-bad/




Closing Questions

Trial Closing Questions

• What do you think of what we have discussed so far?

• How would that feature help your operation?

• Is this something you could see your employees using?

• Are we heading in the right direction?

• Does the agenda match up with your expectations today?

• Is this what you were expecting to see?

Closing Questions

Soft Closing Questions

• What would you like to do next?

• What direction would you like to go in?

• Do you want to continue talking about this?

• When would you like to talk again?

Closing Questions

Hard Closing Questions

• Are you ready to move forward to the next step in the process?

• What would you need to be able to make a commitment to move forward?

• If you had everything that you want, are you prepared to move forward?

• If we were able to give you what you are asking for, would you be able to move

forward with the purchase?

• When are you going to make your final decision?

• (If delaying the decision for a period of time – X months) OK, but do you mind if I ask

if there will be a change or something different at that time that will make that a better

time to look at moving forward?

• Is there anything that is preventing you from being able to move forward with this

purchase?

Early Sales Process Stages

Stage GoalsInitial Contact



Appointment



Presentation



Pre-QualifyGather high-level informationBuild interest in having conversationSchedule the Appointment

Pre-Qualify (Cont.)Hard QualifyGather detailed Information (Discovery)Build interest in meetingSchedule the Presentation


How to Immediately Become a Better Closer

https://salesscripter.com/portfolio-items/sales-prospecting-101-module-12-how-to-improve-your-close-rate

/

More info on closing:

https://salesscripter.com/portfolio-items/sales-prospecting-101-module-12-how-to-improve-your-close-rate/




How this Will Help You

• Prevents you from following up on bad leads (wasting time)

• Provide clarity around when to follow up

• Gives you something to say when you follow up

Establish Clarity






The Timeline is the Purpose

“When we last spoke, you said to follow back up with you at the end of the month.”


The Pain Points are the Purpose

“When we last spoke, you said to that you were concerned about not feeling good and having energy.

• Is that still something you are concerned about?• What are you doing to help with that?”


The Compelling Event is the Purpose

“When we last spoke, you said that you need to lose 20 pounds by your wedding day.

Are you on a path that will help you to achieve that?

Given that we are 6 months away from that, this is the point where we would need to get the discussion going again if that is deadline that you

want to hit.”

Establish Clarity





Objections that Trigger Follow-Up

• We are not looking to make a change right now.

• We do not have budget/money to spend.

• Call me back in ___ months.

• Just send me some information.

Redirect to Pre-Qualifying Questions

Objection:

We are not looking to make an changes.We do not have budget to spend.Call me back in ____ months.

Response:

I understand. But if I could ask you real quick:

How do you feel about your overall level of health or how you generally feel on a daily basis?

- Or -I understand.

(Optional defuse) And I want you to know that we are not trying to sell anything at this point.

But if I could ask you real quick:


Redirect to Pain Points

Objection:

We are not looking to make an changes.We do not have budget to spend.Call me back in ____ months.

Response:

I understand. A lot of people I talk to have challenges with:.

– They aren't happy with their physical appearance

– Need to lose weight and get in better shape

– It can be difficult to get on and stay on a workout schedule

– They are not healthy and do not feel good

– They do not have a very good self-image and level of self-confidence

Are you concerned about any of those?

Challenge the Call Back Request

Objection:

Call me back in ____ months.We do not have any budget / money to spend on that right now.

Response:

I can certainly do that. But I am a bit confused. You mentioned that you have some concerns around

– Not happy with their physical appearance

– Need to lose weight and get in better shape

– It can be difficult to get on and stay on a workout schedule

– Not healthy and do not feel good

– Do not have a very good self-image and level of self-confidence

Are you OK waiting another _____ months before looking at decreasing some of those?

Redirect the Info RequestObjection:

Just send me some information. (Early in a cold call – BLOW OFF)

Response:

Sure, I definitely will. So that I know exactly what to send you, let me ask you,

(Redirect to one of the qualifying questions)


Redirect the Info RequestObjection:

Just send me some information. (Late in a cold call – NONCOMMITTAL)

Response:

Sure, I definitely can. Actually, there is a lot of information that I can send over to you. If you have some questions about anything, it might be easier and quicker to have a brief conversation with over the phone on another day instead of me sending over a bunch of information.

Redirect to Close

Objection:

We are not looking at making a change right now. (Late in a call)

Response:

I understand. And I want you to know that we are not trying to sell anything at this point as we don’t even know if you are a good fit or not.

Our goal is to simply open the dialogue between our two companies so that if you reach a point where you are ready or looking to make a change, you will know who we are and what we have to offer.

Can I put a brief 15 to 20 minute call on your calendar next Tuesday or Thursday afternoon?

Redirect to Close

Objection:

We do not have any budget / money to spend on that right now. (Late in a call)

Response:

I understand. And I want you to know that we are not trying to sell anything at this point as we don’t even know if you are a good fit or not.

Our goal is to simply open the dialogue between our two companies so that if you reach a point where there is budget available, you will know who we are and what we have to offer.

Can I put a brief 15 to 20 minute call on your calendar next Tuesday or Thursday afternoon?

How to Consistently Get Around Sales Objections Webinar Recording

https://salesscripter.com/sales-training-webinar-how-to-consistently-get-around-sales-objections

/

More info on objection handling:

https://salesscripter.com/sales-training-webinar-how-to-consistently-get-around-sales-objections/



Establish Clarity






• To doubt or question the fit or potential to move forward

• The exact opposite of trying to sell something to the prospect.

• Examples:

– It sounds like you guys are doing pretty good over there. – Maybe this is not the best time to make this purchase?– Maybe this is something that you do not have time for

right now?– This purchase might be more than what you need right

now.

• This is an advanced sales tactic

Three Potential Reactions

1. No reaction

2. Confirms disqualification

3. Challenges disqualification

How to Perform the Perfect Takeaway

https://salesscripter.com/portfolio-items/sales-prospecting-101-module-11-how-to-perform-the-perfect-takeaway//

More info on performing a takeaway:




Establish Clarity





What is a drip campaign?

An automated email marketing campaign that sends a number of emails to a prospect over a period of time

Why Email Drip?

• “No” is usually “No, not right now”

• Need a way to be at the top of mind when the “No” becomes a “Yes”

• It is difficult to time it perfectly so that you are in front of your prospect exactly when they need you

• It is also difficult to share all the information that you want to communicate at one time

How to Build Email Drip Campaigns that Convert Sales

https://salesscripter.com/sales-training-webinar-build-email-drip-campaigns-that-convert-sales

/

More info on email drip campaigns:

https://salesscripter.com/sales-training-webinar-build-email-drip-campaigns-that-convert-sales/



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Michael HalperFounder and CEO

[email protected]

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