If you’re in management, then there are a lot of metrics to choose from. Companies measure all kinds of things these days— the number of phone calls, connect rates, presentations set, leads in the funnel, etc. With technology the way it is, there is no shortage of ways to break processes down and measure them.
But are you measuring the most important one? As you’ll learn today (and I’ll go into more detail tomorrow in my presentation), if you’re not measuring exactly how your reps are performing on the phones during their calls with prospects and clients, then you’re missing out on the most important metric of all.
When I say measuring how your reps are performing, I mean, of course, grading each part of both their prospecting call and/or their presentation calls. You do this by listening to their recordings and literally grading adherence to your best practice, scripted approach. For example, on the prospecting or cold call, did your rep:
• Handle the gatekeeper professionally and get put through to the decision maker?
• Make a connection with the decision maker and build instant rapport?
• Deal with any resistance blow off statements with a best practice approach?
• Give a quick value statement and give the prospect a chance to interact?
• Engage the prospect so they didn’t feel pitched at?
• Qualify the prospect thoroughly, discovering things like buying motive, decision process, timeline, etc.?
• Set a specific follow up call and a follow-up action?
• Fill out a qualifying checklist?
Many of the regular metrics (listed previously) don’t drill down to this level of detail, but it is precisely this level of detail that determines how successful a rep will be in making a sale.
If you’d like to know more about how to get this information, and how to measure it, reach out to me for coaching.