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1. I agree with Sabrina as well, you really need to dig into those leads and see who/what is performing for you. When I took over my department 5 years ago we had a huge volume of third party leads that after evaluating them were junk. We cut those costs and transferred those lead dollars to digital dollars.2. 4 guys - cradle to grave - 800 leads per month? I can promise you those 4 individuals know where the lowest hanging fruit is and THAT is were they spend the time. What is your long term follow up plan and do they follow it? On average 10% of those will buy within 30 days. What is your plan for the other 720? Days 31 - 60, 61 - 90 and 91-120 what are you closing?3. Build relevant content and evaluate your emails. What performs and what doesn't? Do you know your open and read rates?4. Phone skills: Your first 1 - 4 phone calls will likely result in leaving a message for the customer. What is the content of the message? Do you ask the customer to call you back or do you state you will call them back? One of my major rules is that we NEVER ask a customer to call us back. That puts the control of when the conversation will continue in their hands. You will have your sales staff telling you "I've called them over and over already boss!" Instead, we tell the customer, "I hope you received my email and that I answered all of your questions. I will call you back later in the day just to be sure I didn't miss anything." This sets the customer up to know that we will be calling back and when we do, we have fulfilled a promise as well. it is amazing how many customers answer that 2nd or 3rd call, knowing you promised to call back and did.
1. I agree with Sabrina as well, you really need to dig into those leads and see who/what is performing for you. When I took over my department 5 years ago we had a huge volume of third party leads that after evaluating them were junk. We cut those costs and transferred those lead dollars to digital dollars.
2. 4 guys - cradle to grave - 800 leads per month? I can promise you those 4 individuals know where the lowest hanging fruit is and THAT is were they spend the time. What is your long term follow up plan and do they follow it? On average 10% of those will buy within 30 days. What is your plan for the other 720? Days 31 - 60, 61 - 90 and 91-120 what are you closing?
3. Build relevant content and evaluate your emails. What performs and what doesn't? Do you know your open and read rates?
4. Phone skills: Your first 1 - 4 phone calls will likely result in leaving a message for the customer. What is the content of the message? Do you ask the customer to call you back or do you state you will call them back? One of my major rules is that we NEVER ask a customer to call us back. That puts the control of when the conversation will continue in their hands. You will have your sales staff telling you "I've called them over and over already boss!" Instead, we tell the customer, "I hope you received my email and that I answered all of your questions. I will call you back later in the day just to be sure I didn't miss anything." This sets the customer up to know that we will be calling back and when we do, we have fulfilled a promise as well. it is amazing how many customers answer that 2nd or 3rd call, knowing you promised to call back and did.
