companies are missing information gathering opportunities
TRANSCRIPT
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N G AT H E R I N G O P P O R T U N I T I E S
P R E S E N T E D B Y B R A N D O N S C H A E F E R
Presented by Brandon Schaefer
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N G AT H E R I N G O P P O R T U N I T I E S
• I’m constantly amazed when I speak to a large company that repetitively asks me the same questions every time I speak with them on the phone.
Presented by Brandon Schaefer
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N G AT H E R I N G O P P O R T U N I T I E S
• It’s like the person I’m talking to on the phone is asking me the questions, but writing them down on a piece of paper that they throw away at the end of the day.
Presented by Brandon Schaefer
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N G AT H E R I N G O P P O R T U N I T I E S
• My thought is… “why in the world are they not entering the answers to my questions into some type of CRM so that when they’re talking to me, they already see that I’ve already provided my answer.”
Presented by Brandon Schaefer
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N G AT H E R I N G O P P O R T U N I T I E S
• This just seams to make sense to me… and it probably does to you as well.
Presented by Brandon Schaefer
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N G AT H E R I N G O P P O R T U N I T I E S
• Even better, why don’t they have the support person that a client is speaking with ask different questions if the initial ones have already been answered, thus gathering even more information from the person they’re speaking with.
Presented by Brandon Schaefer
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N G AT H E R I N G O P P O R T U N I T I E S
• The more information you have, the more you can deliver personalized content and marketing collateral that resonates with the user.
Presented by Brandon Schaefer
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N G AT H E R I N G O P P O R T U N I T I E S
• Companies are building huge outbound telemarketing resource divisions, but they’re really missing the boat on the sweet spot of information gathering opportunities on the inbound side.
Presented by Brandon Schaefer
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N G AT H E R I N G O P P O R T U N I T I E S
• The thing with inbound calls is that you already have a person on the phone, so why not ask a secondary level question or two and continue to add information to your contact database.
Presented by Brandon Schaefer
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N G AT H E R I N G O P P O R T U N I T I E S
• For example, if someone calls in to place a service call, obviously have the phone support rep take the call as normal, but at the end of the call, have them simply ask if they’d like to talk to a sales rep about their current situation.
Presented by Brandon Schaefer
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N G AT H E R I N G O P P O R T U N I T I E S
• The most popular phrase I hear at the end of a call is, “would you like to take a survey,” and I’m like, “that’s totally ridiculous,” because a survey doesn’t solve any problems for me… and when I need help from a company, it’s all about me, not them.
Presented by Brandon Schaefer
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N G AT H E R I N G O P P O R T U N I T I E S
• Listen, you get the idea here… I’m not going to keep beating this to the ground here.
Presented by Brandon Schaefer
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N G AT H E R I N G O P P O R T U N I T I E S
• Think about the way you’re handling your inbound calls, and think about one or two questions that you can ask at the end of a call that are ultimately going to help your client do better personally or in business… and for the sake of my own sanity… please enter every piece of information you gather while on the phone with someone into a CRM tool.
Presented by Brandon Schaefer
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N G AT H E R I N G O P P O R T U N I T I E S
• There you have it… now that you know better, go out and do better. Help yourself out by doing this, and you’ll see great results… it’s that simple.
Presented by Brandon Schaefer
C O M PA N I E S A R E M I S S I N G I N F O R M AT I O N G AT H E R I N G O P P O R T U N I T I E S
• As always, my team, as well as myself, are here to help, just open up a support ticket with us, or call 1-888-370-9917 anytime, and one of our team members will get you setup in the right direction.
B R A N D O N S C H A E F E R
Thank You