Questions from Sales Reps

Questions...we LOVE questions, does anyone have a question? These come from teleconferences, CoachShops, and from our web and blog readers. If you have a question you'd like answered, please email kristen@teamatworkcoaching.com

Jim asks: Why do I need to record call notes?

Recording call notes does seem to be a hassle. But look at the bigger picture: you can make 10 (or more) calls per day x 5 days per week=50+ calls. If you have a 4-week routing, that is 200++ calls in a month. Can you honestly remember what transpired during 200 calls?

The reality is that each of us NEEDS a system where we can record interactions with customers. This allows us to maintain a constant conversation with our customers. Reps make a huge impact when they remember the small things: birthdays, favorite sports teams, the name of each person in the office. It also provides a place to list action items for that customer (like "bring updated catalog to satellite office in Bristol) or any follow up that needs to be done (ex. Dr. to bring up XYZ at next P&T committee meeting at Bristol Hospital). Collecting notes also allows you to revisit the last call you made so you can accurately determine where the customer is on the product adoption spectrum and to formulate a specific call objective.

If you aren't in the habit of recording sales calls, start now. If your company doesn't offer an electronic system, see if they will purchase one, make up your own, or simply start with 3 x 5 notecards in a box until you have a computerized system. (when I first started, I had blank sheets in my Franklin Planner for each customer, arranged by zip code-it worked)

Bill (an owner) asks: What is one simple way to increase my sales?

It may sound corny: train your customer service reps to "supersize". At the fast food chain, it is asking if you want fries or a drink. With Amazon.com they have a "Customers who purchased this also purchased...." section in their listings. Best Buy and other big box stores always ask if you want to buy a warrenty with your electronic/appliance purchases. With HME (or any sales) it is asking if those "extras" are needed. If the customer buys a hospital bed-will they need sheets? If they are purchasing a shower bench, could they also use a grab bar? When you get your staff to think about the "what else", it translates to increased sales. Simple.

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