Are You Giving Your Inbound Sales Reps Enough Respect?
6. A positive customer interaction will improve customer retention. Take a look at your customer retention based on the last rep interaction and note the variance between reps.
7. A good rep can process more than $1 million in orders per year.
8. A good rep can lead your inbound call center team. A bad rep can also lead it — but in the wrong direction.
Here’s what I recommend:
1. Do everything you can to acknowledge your inbound reps and the contribution they make. Make sure their “status” in your organization is where it should be. Try making everyone in your company an inbound rep for a day at lease once per quarter and watch how respect for the job increases.
2. Pay your reps competitively, ideally at the top of your local range. Have a career path for them as they advance in system, product and company knowledge, and become more valuable to you and your customers.
3. Have a performance incentive program for them, ideally based on their up-sell, cross-sell, referral and retention performance.
4. Purposely hire more expensive, college educated, more experienced reps to measure what their performance differential will be. You’ll be surprised what another $10,000 per year in salary will return to you in performance.
5. Manage your rep turnover down to below 10 percent per year. It can be done.
6. Solicit their feedback and input on procedure changes, product development, customer surveys, etc. Your reps will be more effective and committed if they’re involved in your marketing and operational decisions. They’ll also provide valuable input.
I’d be interested in hearing how your company is respecting your inbound sales reps. Please either click on the “submit a comment” option on our Web site or e-mail me at firstname.lastname@example.org — or both.
Terence Jukes is President of B2B Direct Marketing Intelligence, Inc., a strategic consultancy based in Fort Lauderdale, Fla., that services clients in the U.S., Canada, France, the U.K. and Germany. You can reach him at (954) 566-4451 or www.b2bdmi.com .