Preparing for Inbound Sales Calls


Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number


Overview/Description
Do you think selling means waiting for the phone to ring? A successful inside sales agent begins planning long before the customer calls. Successful inside selling is all about being prepared, and that means thinking ahead on customer inquiries and responses you will give. This course identifies the common perceptions that customers have of salespeople. In the course, you will learn the three premises of the inside sales approach, the structure of this approach, and the six buying roles. The course outlines the steps involved in maintaining a superior level of call readiness, including recognizing call types, creating call objectives and a taking-control statement, and preparing the account profiler. The course also covers the strategies for questioning and listening that you can use in account profiling and provides strategies for avoiding common temptations.

Target Audience
Entry-level inside sales agents handling inbound sales calls

Expected Duration (hours)
5.0

Lesson Objectives

The Inside Sales Approach for Inbound Calls

  • recognize the value of the inside sales approach for inbound calls.
  • match the four performance levels of inbound sales agents with examples of each level.
  • identify the premises of the inside sales approach.
  • match each of the steps in the inside sales approach with its description.

    • Buying Roles in Inbound Calls

  • identify the benefits of being able to recognize the six buying roles encountered during inbound sales calls.
  • match the buying roles of coach, contact, and user with the correct people.
  • match the buying roles of evaluator, gatekeeper, and decision maker with the correct people.

    • Call Readiness for Inbound Calls

  • recognize the importance of call readiness for inbound calls.
  • match the five inside sales inbound inquiry types with examples.
  • identify examples of inbound call objectives that meet the necessary criteria.
  • apply the steps for taking control of an inbound call in a given scenario.
  • match the four profile types with their associated questions for inbound sales calls.

    • Profiling Skills for Inbound Calls

  • recognize the importance of having strong profiling skills for inbound sales calls.
  • match types of questions asked in inbound calls with associated examples of each.
  • use the effective-questioning process to learn about a customer in a given inbound call scenario.
  • apply active listening skills to learn about a customer in a given inbound call scenario.
  • assess flawed inbound call scenarios to determine what went wrong and what could have been done instead.

    • Course Number:
    SALE0124