The activities of an internal salesperson, when well defined and strictly adhered to, make the sales process of any company much more efficient.
Creating customer value and showing your company’s competitive edge are much easier missions when a salesperson’s roles are clear to everyone.
What company doesn’t want to accelerate its sales without missing any opportunity for simple lack of action?
And with each contact with a potential customer, be consultative, generate value and show that your offer is a must-see?
Many companies find it difficult to organize their business process because they simply don’t have the activities of an in-house vendor well defined.
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And then, well… each one works the way they want (or are used to) and the consequences start to show.
The result of this can be, in addition to losing good sales, selling to customers who do not exactly adhere to the business.
Therefore, it is important for you to know the main activities of an internal salesperson, which are:
- Customer knowledge;
- Use the playbook;
- Make demonstrations;
- Submit proposals;
- Follow up;
- Dialogue with pre-sales;
- Small daily meetings;
- Analyze performance;
- Fill in CRM.
In today’s article, we’ll explain each of them to you. But first, let’s cover an important concept: what is inside sales?
Stay with us. Good reading!
What is inside sales? Understand and structure a salesperson’s activities!
Before understanding – and even structuring – the activities of a salesperson, you need to understand what the inside sales model is.
Its most popular name is inside sales. And, as its nomenclature suggests, it is the sale that takes place within the company.
It can occur in several ways: by videoconference, WhatsApp, telephone (this is the most common way). And no, it’s not about telemarketing.
Both are different because internal sales only occur to those people who have already shown interest in your company.
This interest comes from responding to your marketing strategies for lead generation. So, you will only sell to who:
- filled out some form on your website;
- approached you in a chat or social network;
- downloaded some rich material on their landing pages ;
- talked to you at events;
- it’s on some list you bought (and then you’ll be calling cold calling 2.0 ).
The opposite of this model is therefore external sales. If you prefer, you can also call it field sales.
How does it work and why does a seller’s activities go through it?
When you sell internally, the potential customer is identified and attracted by your marketing team.
The generated lead goes into the hands of the SDR who takes the initial approach to better understand the needs of this prospect.
So this is the first example of what a salesperson doesn’t do: lead qualification. If the lead is qualified, then the seller will take action.
But, calm down. No spoilers on the roles of an in-house seller!
Generally speaking, that’s when he starts acting. And, most importantly, it is essential to continue what pre-sales is already doing.
Being assertive in service and consulting is very important so that the experience of this potential customer with the company remains positive.
If you can do this, the sales will be closed much faster than an outside sale, for example.
10 main activities of an internal salesperson in companies
Incorrect sales management, a salesperson’s activities will focus on… selling.
But of course selling is a complex science, which is not always exact, and which requires many functions.
One of them, as we said, is not to qualify the leads that marketing passes to the sales team. However, we know that this is not always the case, especially for small businesses.
So, if you are still structuring the sales department and have only one professional, divide it into shifts.
Put it in the morning to qualify leads and in the afternoon to actually sell. It’s not ideal, but it might work for a while.
That said, let’s talk now about the top 10 activities of an inside salesperson. How do they occur and how important are they?
The first role of a salesperson may seem obvious – but it is not always present in the daily lives of companies.
But here, it is not a question of knowing the profile of the company’s ideal customer, nor knowing the persona by heart. Okay, this needs to happen.
When we refer to the specific customer, the one who will be served. What did he talk to the pre-sales team and expose as pain? What details did he ask to be attended to during the sale?
All of this needs to be registered by SDR before passing the contact on to the seller. And after that, it’s up to the seller to study each opportunity very carefully.
That’s why it’s important to have centralized information to make this work faster. Having this data will help the salesperson drive a customer-focused speech indeed.
It will make the sale consultative, didactic, showing point by point how the solution at hand helps the customer.
The sales playbook is a very important document for any company. And it must be seen as a living organism.
It is where all the good practices carried out in the commercial sector, cases and also mental triggers to overcome objections will be found.
So, that’s why he must be quite an ally of the seller. Whenever necessary, the professional must refer to this document.
It is even important to evaluate the seller’s performance based on the content and standards of the playbook.
Separate cases for each customer segment and use them during the sales demonstration.
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For each snag that the customer places, use a specific trigger (already used successfully before).
All of this must be present in this document: everything that needs to be said to be able to complete a sale.
But here’s an addendum: it’s not about following a ready-made, closed, and decorated sales script.
The playbook serves as a guide to the terms on which the sale needs to take place. What to say to ensure the customer will be positively impacted.
This is perhaps the most obvious function of a salesperson: to sell. Here, because we are talking about the inside sales model, it will take place within the company.
So, depending on what the company sells, it can be done by phone, videoconference or even via WhatsApp.
Here it is important to say that the ideal would be to choose a form of sales that allows the negotiation to be registered.
So for example. If you sell by phone, opt for a VoIP telephony that allows calls to be recorded in your sales system.
Why is it important? You will be able to listen whenever you want to the call and know what you did or did not do well when it is time to talk to that customer again.
It also serves as an improvement in sales training: what does the speech need to improve on?
It is also important to show new salespeople what the company’s discourse is like – which will speed up the knowledge of everyone in the area.
After demonstrating your product or service, or contacting them via phone, it’s time to send a business proposal to the customer.
This is obviously one of the activities of a salesperson – it is up to him to do that and no one else. You are the one who talked to the customer and who knows their needs.
Therefore, be careful with the proposal you are going to send. And do it agilely too. No more copying and placing models and changing specific fields.
Take advantage of your CRM technology for this and gain much more agility by submitting proposals. And I also get their “acceptance” with the electronic signature module.
Sending from within your CRM software, you will even know if it has opened the proposal (to do so, integrate your email ).
Which will help you in another important activity that is to come now…
The follow-up is an important step of the business process – and should occur at different times.
But, as we are talking about the activities of a salesperson here, it is essential to know when to do it.
After the sales demo, you will most certainly submit a proposal. And you need an answer, right?
Therefore, it is up to the seller (after a certain time) to “charge” the customer’s responsibility. In quotes because you shouldn’t do this harshly or anything.
Pull the urgency trigger and ask for an answer. Follow-up can (and should!) also be done to ensure that the prospect will not miss the scheduled meeting.
So, early in the morning – or the day before – send an email reminding you of the commitment made between the two of you.
Even because no-show sales, although common, bring losses to the company – and it is necessary to avoid them as much as possible.
Agile customer service is essential from their first contact with the brand. Yes. But it must remain with the seller. On several occasions.
After you make the demo, for example, the customer will have questions to resolve. And you need to be available to respond.
This is quite common especially in B2B sales, which are more complex and generally involve larger amounts and more than one decision-maker.
The decision making is surrounded by care and, therefore, you need to find who the internal influencer and maintain an ongoing relationship with him.
Can the sale take longer to come out in these cases? He can.
But when it does, you will have a customer who trusts you, who understands your solution and who, of course, will have a lower risk of churn.
In the same way that the sales team must always talk to marketing to demand content that makes sense to customers, sellers need to talk to pre-sellers.
This constant contact is one of the main activities of a salesperson. It is essential to keep the speech always current and make sense.
Even to assess the quality of prospects that are moved through the steps of the funnel.
If the pre-sale is not qualifying well, the sales cycle increases and hence the CAC. It will be harder to convince the customer that the solution you sell makes sense or not.
The customer’s main doubts need to be answered before they reach the seller. Otherwise all your opportunities will cost too much.
Daily meetings are important to keep the entire company’s sales force aligned and on the “same beat”.
They can be short, even 15 minutes, to talk about the day before and project the day that is starting.
The salesperson is the center of this process, after all, he is the one who is most intensely with the customer.
It is up to him and the sales leader to pull the agenda and talk about the opportunities he is working on:
- talk about customer profiles;
- about which ones are closed but fast;
- which take longer to decide;
- what clients comment as the main pain, etc.
This information is insights for pre-sales to drive their pitch and marketing to create good content – both to attract customers and to help SDR qualify them.
One of the main activities of a salesperson that is not always taken as mandatory is performance analysis.
But not only after the end of each month to know the total amount of sales commission payment.
Monitoring needs to be daily, especially mindful of conversion rates at each step of the pipeline.
A sales dashboard – connected to a television at the company’s headquarters – shows the conversion at any stage of the process in real-time.
More, more than monitoring, it is necessary to understand the numbers. Why, for example, does the company have a good number of scheduled appointments but the closed sales one falls short?
Possibly SDRs are passing bad leads to sellers – but that might not be. The “acceptance” may be stuck at the proposal stage…
Anyway, how to know if there is no monitoring, right?
Filling out the sales CRM used by the company is more than a mandatory task for any salesperson.
First, because it is vital to have all of the customer’s information centralized to know their history with the company. Especially if you work with recurring sales.
Secondly… how do you know how this sale took place if there is no data about it? Was it sold for the right price and on the terms the company agreed to?
Many organizations have difficulty getting their sales team to complete the CRM. So, it is up to the sales manager to take some actions.
Encourage, especially at the beginning of use when digital transformation is something extremely new.
Create incentive campaigns, suddenly increasing the commission for those sellers who have all their opportunities registered in the software.
And here, we talk about everything. Emails sent by the platform, customer registration, submission of proposals and contracts.
Thus, it is possible to create an efficient culture within the company, with the salesperson understanding that this should always be one of their functions.
So, how can we help you?
Enjoy and read two articles that will help you have a more productive sales routine.
The first talks about some important negotiation techniques to be applied with clients.
The second talks about sales metrics you can’t ignore in your business.