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How to Knockout the Silent Sales Floor

Published on 15 January 2018

 

There’s a huge myth out there right now that a lot of people are believing… The myth is that social and digital outreach alone will bring qualified leads into your sales pipeline. It’s part of the reason that people believe picking up the phone and calling someone is no longer necessary..

 

This is far from the truth and Tony J. Hughes (THE sales guru) wrote an entire book about this very hot topic.

 

His new book is called COMBO prospecting and in a recent interview with John Smibert he explains the importance of digital and social as well as the phone to build a quality sales pipeline for your business.

 

If you don’t have time to read or watch the interview, here are a couple of takeaways.

 

You need the right combinations of activity, done the right way and at the right time if you want to succeed.

The 3 key combinations are:

The right value narrative

The right mindset

The right combinations

 

You need the combination of digital and social as well as the phone.

If you want to build a quality sales pipeline you must… jab, jab, jab with email & social… and then knock them out with the phone.

 

A silent sales floor is dangerous

Scared to make cold calls? It’s easy to make calls warm and you can do that with social. You need human-to-human interaction. The chances of you landing a sale just from chatting with someone over LinkedIn is very rare. Pick up the phone and call.

 

Everybody should be selling

The CEO, CFO and all the salespeople.

No salesperson can get enough qualified leads into the pipeline from marketing. Inside sales or sales development reps are never going to provide enough leads either. There’s always going to be some gap and salespeople have to be good at creating their own personal pipeline.

 

The boxing metaphor

In boxing, you’re constantly jabbing away with your left hand. You should also be jabbing away in social. By this Tony means, using LinkedIn, Twitter, text messages and email as your jabs. Then, the right hook is a phone call. The thing that will knock the person out (not literally, don’t worry).

 

“Social Phone” is the key to success

Every prospect you’re working with has a mobile phone or a cell phone, and that phone is also their personal digital assistant. That is where they can look at social and they can take a phone call. Social and phone is the only way to go and be successful.

 

Bringing it all together

The key message from Tony was that using social and phone together will completely change your pipeline. Also, make sure your sales floors aren’t silent, you have to be talking to the customers and outbound with the phone.

 

 

There’s a lot of work to do, COMBO type work.

 

If you want to know more, just look for COMBO prospecting in bookstores or buy it on Amazon.

 

Find the entire article and video here

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The Best Sales Advice

Published on 11 January 2018

 

Here is some sales advice from our team at QCSS. To find out more about what we offer, call 888.229.7046

 

 

 

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Meet Our CEO

Published on 11 January 2018

 

If you are an aspiring entrepreneur, you're going to want to watch this!

 

So, here is a Q&A with Catherine Karabetsos, the CEO of QCSS who actually has that ONE THING we all wish our bosses could have..

 

And that is, EMPATHY

 

It's so refreshing to hear some humanized, inspiring advice from the queen of entrepreneurship herself!

 

 

So check it out and really listen to what she says; for this interview is far from those monotonous, cliche one-liners that most businesses give you.

 

 

 

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Quick Sales Advice

Published on 11 January 2018

 

Here's some quick, simple advice from the coolest call center you know! 

 

 

 

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Who enjoys sitting on the phone for five hours just to be disconnected before reaching a live person?

If “Top 10 Complaints of 2017” was a real thing, we know that this would be in the top 5. (Although, it does fall as number 5 on this top 10 consumer complaints list)

 

We personally know somebody who hasn’t had their cable service working properly for almost a month. Sitting on the phone for even an hour isn’t an option, let alone five.

 

Why?

 

1.       Most people work full time and by the time they get home from work the LAST thing they want to do is sit on the phone for hours hoping to talk to a live customer service representative.

2.       Spending quality time with family and friends becomes a priority over sitting on the phone waiting for someone to answer.

3.       Nobody wants to sit on the phone for that long, especially if they don’t even think their problem will be resolved by the end of the phone call.

 

 

The list can go on... but, what’s the solution?

 

1.       Sit on the phone and hope for the best

2.       Cancel the service and find a new provider

 

Moral of the story?

Consumers want to be able to reach your company anywhere, anytime, at their convenience and FAST.

 

Your solution?

Technology, innovation and an amazing customer service team that will allow your consumers to reach you at all times.

 

Here are 5 ways that your consumers should be able to contact you in 2018:

 

1. Email

This should be a given.

Sometimes customers have simple questions that can be answered via email. The issue could be anything from forgetting a username and password in order to access account information to answering frequently asked questions.

It’s a solution that can leave the tough customer service issues to frontline agents in a call center.

 

2. Social Media

If you’re looking to increase the speed of response to customers, this will be your holy grail. It’s a bit quicker than email which makes it even more convenient for consumers.

 

- Facebook makes it extremely easy for consumers to book appointments and ask questions about your company.

- Twitter is largely used for FAQ and customer service issues.

- LinkedIn and Instagram are also sites that can help with this but aren’t as customer service centric as the other two networks.

 

P.S. Be ready for any and all questions. People reach out to us on our Facebook page to set up introduction phone calls or just to acknowledge our witty and engaging content. Be ready to have a response to everything.

 

3. Phone Number

The beloved phone, a great customer service tool that will never go out of style.

No consumer is ever going to use email or social media to take care of an emergency. So, for all of those saying that the telephone is dying, you couldn’t be more wrong.

Upselling, cross-selling, customer engagement, platform support, and lead capturing are all going to work the best over the phone.

 

4. Live Chat

Some companies use a live chat as an extension on their website. This can be useful because it can pop up the second that someone enters your webpage. It can also sit at the bottom of your webpage as an option for consumers.

Facebook has this as an option too. It’s useful, cost-effective and improves customer satisfaction.  

 

5. Contact form

You can never go wrong with a good contact form. This should be somewhere on your website, easily accessible and straightforward.

A name, phone number, email address, with a place to leave their message should be sufficient if you are a business-to-consumer company.

If you are working with other business, we recommend adding a place for the company name and the person’s title along with the information mentioned above.

 

You can offer the best cable packages in the entire world, but that won’t matter unless you integrate the highest quality customer service. Whether it’s online, customer forums, in person or on the phone, your consumers want to talk to you. Serve your customers, provide reliable and consistent service, and exceed their expectations.

 

You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied.

- Jerry Fritz -

  

Written by: Amy Schiller

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12 Days of QCSS - Day 12

Published on 14 December 2017

 

 

Being Pleasant and Polite Goes a Long Way

 

Whether it is an angry customer or a happy customer, being pleasant and polite will never do your company any harm. A happy customer will only leave the phone call even happier than they were before they got onto it. A phone call with an unhappy customer will hopefully end on a positive note because of the pleasant and polite attitude.

 

It’s important to remember that these are your customers and you have to appreciate them. They are the reason you are running a successful business. With this in mind, you should exceed their expectations and give them the service that they deserve.

 

Customers are calling into your business for a reason, just like there is always a reason that you are contacting them. Each call into and out of your business is an opportunity to improve the customer service process and satisfy your customers.

 

Always keep your customers at the top of your mind. 

 

 

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12 Days of QCSS - Day 11

Published on 14 December 2017

 

Actively Listen

 

Active listening is essential for effective communication, especially when all conversations are happening over the phone. Active listening helps you understand the customers’ needs and shows that you are willing to help them sole any problems.

 

Always allow the person on the other end of the phone to talk without interruption so that you don’t come off as rude. Also, you should ask clarifying questions when necessary.

 

Before beginning the problem-solving process, summarize the main point of the conversation. This will tell the customer that you were actively listening to what they were saying. Another reason that you should summarize the main point of the conversation to the customer or client is because if you missed something, they will be able to correct you. 

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12 Days of QCSS - Day 10

Published on 14 December 2017

 

Choose the Right Metrics, and Monitor Them Closely

 

What numbers are going to accurately reflect success for your team? Will it be leads? Appointments? Revenue?  Every business is different, but teams usually will not succeed without tracking their metrics.

 

 

Once you’ve defined your metrics, make sure you establish baseline numbers and attainable benchmarks. Then everyone—in-house and outsourced—gets held to the same standard, reinforced by daily and weekly reports.

 

Remember that numbers tell the story. Metrics are important because they tell you what’s working and what isn’t working. Everything else is just noise.

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12 Days of QCSS - Day 9

Published on 14 December 2017

 

Record Phone Calls

 

 

Recording every call, inbound and outbound, is the flip side of all that training. Most top call centers routinely record their calls—along with daily live agent monitoring—for training and quality control purposes.

 

Your representatives aren’t going to get any better if you aren’t recording their calls. If there is a bad conversation that takes place, review the call with them and discuss how things can be improved. If there is a good phone call that takes place, you can use this to review with them everything they did to make the conversation go so well. Have them take notes when going over recordings so that they can use it as a future reference.

 

Recording phone calls and playing them back is how you can learn too. You can find things that your employees are doing well and use that as a guide. When you find things that employees aren’t doing well and pain points, you can relay the message to them and find a way to fix the situation. 

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12 Days of QCSS - Day 8

Published on 14 December 2017

Train Representatives Appropriately

 

Customer service representatives should be rigorously trained and tested on scripts, prompts, company products and services in order to ensure that they professionally represent your company in front of clients and customers. You should want everyone involved to have the most professional experience and to better serve your customers during the process.

 

Most training is going to be done with the call script. Some people don’t think that a call script is necessary. It is necessary and it better be a strong one too.

 

Your team needs to practice your customer service process until it becomes second nature. Your scripts should be customized to engage the people on the other end of the call, with detailed answers to Frequently Asked Questions and prompts for overcoming likely objections.

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