Every business has a goal, to create a transformative impact in their customer’s life. Thanks to technology, the business can connect with their target audience much easier than before. Today’s consumers are smarter, they do not end up buying your products or services, they buy into the idea and the experience you provide.
“At the end of the day, it’s not what you say or what you do, but how you make people feel that matters the most.”
–Tony Hsieh, Zappos
Your sales reps shoulder the responsibility of delivering that delightful experience to your prospect. They need to deliver consistently from the very first cold call to the last call that seals the deal. But how would you know if the prospect bought into the experience? How can you measure delight across each call? That’s where a sales call recording comes into play.
What is sales call recording?
Most businesses today record the calls their sales reps have. Any time you got on a call with a sales rep and heard this automated message,
“This call may be recorded for quality and training purposes…”
It means your interaction with the sales rep was recorded.
Businesses record their inbound and outbound phone calls to capture insights, evaluate their sales representatives, and more to grow their businesses.
When it comes to making a decision, your prospects often rely on human-to-human interactions over emails and chat. And that is why having a sales call recording software helps you strengthen your sales team and enhance your overall sales strategy.
If you are not actively listening to the interactions your sales team is having on these calls, you are missing out on a lot of opportunities. These opportunities become the key differentiator to helping your sales team cruising past their sales targets and scaling your business to greater heights.
Capture Accurate Information
The success of your sales team depends on how good they are at building relationships with your prospects. By training them to be empathetic and asking the right questions, sales reps can uncover a lot of information the prospect might not have shared through an email or on chat.
“You don’t close a sale; you open a relationship if you want to build a long-term, successful enterprise.”
– Patricia Fripp, Keynote Speaker
A sales call recording can help you gather such insights and store them for your team to access at a later point. It can also help you uncover different traits of your customer that can be mapped to your CRM. Information that you get from prospects helps you plan better marketing strategies and run winning campaigns.
Offer better sales coaching
There is always a lesson in your best wins and opportunities in the worst loss. With a sales call recording software, you access all the historical calls between prospects and your sales team. This helps you identify winning strategies to train new sales team members.
“Coaching is unlocking a person’s potential to maximise their own performance. It is helping them to learn rather than teaching them.”
–Timothy Gallwey, Author of The Inner Game
By recording your sales calls, you can offer your team members a personalized training and feedback session. It helps your entire team learn from mistakes and grow. Real-time feedback helps new sales reps to transition better and sharpen their sales techniques. Overall, with better sales coaching, you mold your team to think on their toes, improve their sales strategy and crush their sales quota.
Discover Business Insights
The conversations your team has with prospects and customers help you understand the pain points of prospects and customers. With a recording of your sales and support calls, you listen to the pulse of your target audience. You find out what works well and identify bottlenecks that prevent them from buying from you.
Collating these insights help your business stakeholders prioritize what should be done next, features that need to be optimized, and areas that need more PR. With a sales call recording software, you identify opportunities to improve reach and execute sales and marketing strategies based on actionable insights.
Tap into the Voice of your Customers
A Mckinsey study states that customers use an average of six channels for prospecting. This gives sales leaders and decision-makers the opportunity to experiment creatively in order to sell effectively. And nothing converts better than the voice of your existing customers.
Your sales team doesn’t only respond to unhappy and dissatisfied customers, they also regularly talk to customers who are happy with your service. With a sales call recording software, you can capture the voice of your happy customers. These recordings can be easily repurposed as testimonials and shared across multiple platforms to attract prospects. And how does it impact your business? A G2 and Heinz Marketing report found that 92% of B2B buyers are more likely to purchase after reading a trusted review.
Create your Sales Playbook
As a sales-driven business, you need to invest time in nurturing your sales team, helping them hone their skill-set. A good sales playbook lets you align your team with the objectives and goals of the organization. What helps a sales playbook stand out are tips and tricks that could help any sales member in your team turn an uninterested prospect into a customer for life.
When you record your sales calls, you tap into the strategies your team uses to win a customer. You access strategies that worked, unlock hacks to accelerate the sales cycle. When you consolidate your learnings from the sales recording, you share your learning and align your sales team towards one goal. A powerful sales playbook gives both team veterans and new members everything they need to bring their A-game to every call they handle.
To improve is to be open to change. And for your sales team to keep winning, they must actively listen to what your prospect wants, improvise on the call and win customers for life.
When you have a sales call recording software, you stay in touch with all your inbound and outbound interactions. This helps you go back to the boards, assess your approach, re-strategize and help your sales team evolve. After all, the path to perfection is a one-time event, it is a continuous process.
