Increase Sales Order Value
The mantra of many CRM systems vendors is that implementing their technology will allow you to personalise your offers by one-to-one marketing so that you can up-sell and cross-sell more of your product and services. Whilst such technology does have a role to play, there are also some operational factors that you need to consider:
- You need to focus on improving your overall centre efficiency so that call durations can be flexed (increased) to support more cross-selling attempts by Agents
- You need to focus on individual sales skills so that Agents are more proficient at cross-selling more lines
- You need to train your Agents so that they have uptodate account knowledge so that new lines are sold more quickly following launch
- You need to sell intelligently and focus on seasonal factors that may impact order size.
Coaching and mentoring of Agents is a key activity – with team leaders spending at least 50% of their time reviewing the calling activity of their staff and working up individual development plans to help them improve each stage of the call:
- the opening
- the customer needs awareness
- the objection handling
- the order taking
- the cross and up-selling
- and the close (with intelligence gathering for the next contact)
