Demystifying the Inbound and Outbound Sales Roles

Feb 9, 2015 6:44:12 PM

Keller Williams Family ReunionFacilitator Sara St. Marceaux of Houston, TX led a panel of top teams including Lauren Kiser of Charlotte, NC, Claire Garlick of Flower Mound, TX and Emily Rosumny of Beaverton, OR.

They shared their strategies for successfully adding an Inside Sales Associate (ISA) to your team by first hiring for the right skills, then providing the right training and holding them accountable.

  • Defining the role: One team has specialized ISA’s to focus on different targets like FSBOs or internet leads. Emily Rosumny from the Craig Reger Group said that each of their ISA’s share in the responsibilities of inbound and outbound leads. Ultimately building your team is an evolutionary process as the business grows.
  • Making the right hire: When hiring, attitude is most important, you can train for aptitude. Lauren Kiser has found that DI or ID profiles (as determined by the DISC assessment) are personable and still have drive after many no’s. Mental strength, toughness and organizational ability are valuable strengths for the role of an ISA. Success begins with hiring the right person.
  • Getting them into training: Ignite and BOLD will teach the foundation and learning language to be the best ISA possible. Lots and lots and lots of script practicing to know and understand that what they are saying is key.
  • Creating an atmosphere of accountability: Teams agree that a great goal for appointments is the 2/10/40 model (2/day, 10/week and 40/month), and a 1-3-5 and weekly 411 allows you to ensure ongoing progress toward their big goal.

A typical day for an ISA:

8:00 a.m. – 8:30 a.m.: Script practice with a focus on objection handling and goal sharing

8:30 a.m. – 11:30 a.m.: On the phone prospecting, starting with the hottest leads until 30 contacts per BOLD definition are made.

12:30 p.m. – 5:00 p.m.: Work their database and handle inbound leads

Tip: When an ISA handles all inbound leads working nights and weekend, they burn out. Try rotating nights and weekends with two people to provide for downtime. Or, consider virtual assistants for nights and weekends as a back-fill to the in-house ISA.

Four tips to keep an ISA motivated:

  1. Compensate them appropriately – teams typically pay a base salary and bonus for appointments, contracts or closings, each team had a slightly different approach depending on what makes sense for their region.
  2. Coaching – use dual plug headphones for immediate feedback
  3. High energy atmosphere – upbeat music or ringing bells when appointments are set
  4. Celebrate their successes – one team give a free sandwich with five booked appointments

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