In 1979, AT&T promoted its telephone services with their famous “Reach Out and Touch Someone” ad campaign. Today, almost 40 years later, much has changed in the way we use our telephones. But one thing remains the same—reaching out to your sales force members (rather than waiting for them to contact you) is still one of the best ways to build sales force loyalty and assure productivity.

 

Why Not Use Technology?

Please note–I’m referring to “real” outbound calls, not robo-calls—a real, live customer service representative calling a real, live sales force member. Sure, technology can offer some tempting short cuts, but these days especially, providing a personal touch can make an impact that no other approach can match.

With that in mind, here are a few thoughts to help make your outbound calls successful:

• Have each customer service rep make at least two calls a day.
• Begin by thanking the sales force member for being a part of your company.
• Say something positive and personalized. Refer to sales records for information you can use (“That was a great party you had last week. Congratulations and thank you!”)
• Ask your sales force members if there’s anything they’d like to share with you.
• Think about what you might be able to offer as an incentive for future performance. If that’s not feasible, make sure your reps have some useful information to share. This can be as simple as reminding them about promotions or sales specials that are current or about to end. It’s all about providing value to your sales force.
• Keep an eye on social media and respond personally to both positive and negative issues as quickly as possible.

As much as people want their concerns addressed, they want even more to know they’ve been heard. – Click to Tweet

So often, customer service departments focus on being reactive—responding to problems, complaints and other negative issues. Outbound calls are proactive. They help uncover issues before they become issues. And that helps everyone. So reach out and touch someone as often as possible. It’s a great way to create good will, and that leads to good retention and good sales!

 

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About Chris Clark

Chris Clark assists companies in identifying systems and processes that improve efficiencies in their corporate offices, especially in the areas of customer service and distribution fulfillment.

She helps startup companies physically manage their parties, orders and all internal and external service-related issues. Her vast experience in all facets of the direct sales business, from Human Resources to general project management, means you have an expert on your side when it comes to getting things done quickly and correctly.

Also a legal assistant, Chris is equally at home in the buttondown world of legal and government affairs, and the sometimes less-than- buttondown world of direct sales.

Learn more about Chris on her bio page, and contact us at info@strategicchoicepartners.com if you’d like to discuss how Chris and SCP can help your company.