Responsiveness is the Lifeblood of Inside SalesJuly 18, 2019 | Posted by Meagan Bemis in Odds Are, Sales Cycle, Sales Training
The Importance of timely responsiveness to customers & leads
In today’s fast-paced, digital world, landing new business requires high performance in three key areas: initial inquiry response time, good exploratory practices and proactive follow-up. Carew recently published articles about the importance of responsiveness for excellence in sales and leadership. As the leader of Carew’s inside sales effort, the topic of responsiveness is always top of mind for me, since the primary purpose of inside sales is to ensure timely customer engagement. The direct relationship between lead conversion rate and sales response/engagement time is well documented:
- Reps who called [a lead] within five minutes of initial engagement yielded 900% more interest than those who contacted potential customers in 10 minutes. (source: InsideSales.com)
- Responding in 10 minutes vs. 5 minutes decreases your odds of making contact with a lead by 10x. (InsideSales.com)
Think about your own experience making online inquiries. You likely do this from your computer or phone and are at the height of your interest when you hit the “submit” button. If someone from that company was to call you at that exact moment, you would be at peak receptiveness to their message. If the company calls you even 24-hours later, you may very well have found a solution elsewhere or even lost interest completely. In Carew’s DPS sales training, a great deal of emphasis is placed on considering the customer’s mindset or perspective because it is critical to understanding and meeting customer needs.
Be the first person to get to the new inquiry
“Speed to lead,” a term used frequently in inside sales, refers to the amount of time it takes from the moment a lead first fills out a form to express interest, to being contacted by the seller organization.
- 78% of customers buy from the company that responds to their inquiry first. (study by Lead Connect)
You never know how many inquiries that company or individual has sent out, so it’s possible he or she intends to make several phone calls or send several emails that day to get the information they need. If you’re the first one to respond, you’ll likely get priority for a meeting. While there are several key components to winning new business, success always starts with quick response time to lead inquiries.
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