Managing a Telemarketing Sales Team for Non-Sales Managers

Transcription

1 Managing a Telemarketing Sales Team for Non-Sales Managers

2 Introduction 501(c)3 non-profit organization; roughly 40 or so full time staff

3 Introduction 501(c)3 non-profit organization; roughly 40 or so full time staff Iowa s premier performing arts organization

4 Introduction 501(c)3 non-profit organization; roughly 40 or so full time staff Iowa s premier performing arts organization 7 presented series, annual attendance of over 300,000, $31M economic impact

5 Introduction 501(c)3 non-profit organization; roughly 40 or so full time staff Iowa s premier performing arts organization 7 presented series, annual attendance of over 300,000, $31M economic impact Over 11,000 Broadway subscribers for the season

6 Introduction 501(c)3 non-profit organization; roughly 40 or so full time staff Iowa s premier performing arts organization 7 presented series, annual attendance of over 300,000, $31M economic impact Over 11,000 Broadway subscribers for the season 4 Venues

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8 NOT A SALES PERSON

9 Why Calling is Important Agenda

10 Agenda Why Calling is Important Campaign Management

11 Agenda Why Calling is Important Campaign Management Call Team Management

12 Agenda Why Calling is Important Campaign Management Call Team Management Easy Sales Tips

13 Agenda Why Calling is Important Campaign Management Call Team Management Easy Sales Tips Discussion What do you do?

14 Why Calling is Important

15 People slip through the cracks

16 People slip through the cracks Guest Touch Point

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18 People slip through the cracks Guest Touch Point

19 People slip through the cracks Guest Touch Point Feedback

20 People slip through the cracks Guest Touch Point Feedback Sustaining Subscriptions

21 Campaign Management

22 Leads Terms

23 Terms Leads Cost of Sale

24 Terms Leads Cost of Sale Contact Rate

25 Terms Leads Cost of Sale Contact Rate Closing

26 Determine who your leads are Campaign Management

27 Campaign Management Determine who your leads are Project Potential Sales

28 Campaign Management Determine who your leads are Project Potential Sales Write a script

29 Campaign Management Determine who your leads are Project Potential Sales Write a script Training

30 Campaign Management Determine who your leads are Project Potential Sales Write a script Training Reporting

31 Great tool for starting off Script

32 Script Great tool for starting off Find your groove

33 Script Great tool for starting off Find your groove Refocus

34 Outline the Call Script

35 Script Outline the Call Plan Ahead Objection Responses

36 Script Outline the Call Plan Ahead Objection Responses Include Information

37 Script Outline the Call Plan Ahead Objection Responses Include Information Practice!

38 Provide thorough at-a-glance information Calling

39 Calling Provide thorough at-a-glance information Segment and Prioritize the Call List

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41 Calling Provide thorough at-a-glance information Segment and Prioritize the Call List

42 Reporting Encourage callers to take good notes

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45 Reporting Encourage callers to take good notes Track Everything

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49 Reporting Encourage callers to take good notes Track Everything Use your data

50 Call Team Management

51 Get some sales people Call Team

52 NOT A SALES PERSON

53 Get some sales people Call Team

54 Call Team Get some sales people Training

55 Call Team Get some sales people Training Perform like a call center

56 Call Team Get some sales people Training Perform like a call center Compensation

57 Call Team

58 Call Team Get some sales people Training Perform like a call center Compensation Keep your callers

59 Easy Sales Tips

60 Let me Closing the Sale

61 Closing the Sale Let me Avoid Yes or No Questions

62 Closing the Sale Let me Avoid Yes or No Questions ASK for the sale

63 Closing the Sale Let me Avoid Yes or No Questions ASK for the sale Upsell/Cross sell

64 Closing the Sale Let me Avoid Yes or No Questions ASK for the sale Upsell/Cross sell Are you selling tickets or benefits?

65 Best chance for making a sale Call Backs

66 Call Backs Best chance for making a sale Follow up is CRUCIAL

67 Call Backs Best chance for making a sale Follow up is CRUCIAL Don t get discouraged

68 Thank them! Thank them for their time and support

69 Thank them! Thank them for their time and support Very important part of the call

70 Thank them! Thank them for their time and support Very important part of the call Include a Thank You note with tickets

71 Thank them! Thank them for their time and support Very important part of the call Include a Thank You note with tickets They are already a guest keep them!

72 Questions?