1. Train the sales team on attitude, responses, telephone / email / messaging etiquette and customer centricity
2. Slowly, steadily and continually indoctrinate a *winners mindset* in them
3. Create high learning quotient in your agents. Conduct product quiz regularly & incentivise product learning.
4. Automating your sales processes (CRM, SFA, Call centre software, Customer care solution etc) is a must BUT please do not complicate it for sales guys while entering it. Sales people enjoy winning cases than documenting them.
5. When an executive joins, she must be properly oriented through her JD, KRA and KPIs. W.r.t. KPIs, encourage her to do self reviews.
6. Do not fill up you customer / prospect database with incoherent, unintelligent data. Data must be accurate, continually updated and relevant, so that your agents are able to touch base the right contact at the right time.
7. Clean your customer data from time to time (people leave companies often) and add current data (name & coordinates of contacts) so that it is fresh and accurate
8. Feed the agent with appropriate domain based case studies and customer endorsements / references to help her close the deals.
9. Get your HR manager to come up with programs that create curiosity, excitement and positivity in your agents. Create a calendar of activities in advance for training & fun sessions. Have monthly colourful award / reward function for them.
10. The reviewing mentors & superiors must have continuous ‘one on one’ session with the agents periodically. Do reviews decently and positively. Keep negativity and criticisms out. Never hurt the self esteem of executives. Objective of the mentors must be to create a winner’s mindset in them.
No comments:
Post a Comment