Sales inside a State - Central Sales Tax Act (CST), Indirect Tax Laws Video Lecture | Indirect Tax Laws - B Com

hi everyone this is Sam Hancock with
inside sales I'm a client success
manager and today we're going to be
talking about best practices with our
software and how to really get the most
out of the tool and and how your reps
can be focusing and being able to close
more before we get too far into kind of
the training part of this I want to just
quickly talk about kind of what our
mission here is at inside sales and
that's really to apply the science to
sales and what that means is is that for
a long time within the sales industry we
talked a lot about gut feelings and
creating relationships and and using our
intuition to make sales well what we are
trying to do is to use data and to use
logic behind who should be the best
person to follow up with when should we
be following up with them who is the
best lead to be contacting and things of
that nature
and what we have found as we start going
through and we working with our clients
and companies is you know there are
three basic problems that all of them
face one is who do we contact again
going back to the the gut feeling part
of it is you know we say hey I think
this person might be a good person to
call so I'm going to call them and call
them and call them when in reality they
may not be the best person to contact at
that time it may be somebody totally
different but we waste a lot of effort
and energy calling maybe calling a lot
of wrong leads the second thing is is
when to contact them so if we know who
to contact we also need to know when to
contact them we have a lot of data that
shows that there are good times to call
people and bad times to call people for
example in the b2b space generally what
we find is from 8:00 to 9:00 in the
morning and from 4:00 to 5:00 at night
contact rates tend to go up and people
tend to answer the phone a lot more so
if we our sales rep that is working in
the West Coast and when we get in the
office in the morning
commonly what we see is a lot of reps
like to work with your East Coast stuff
and kind of work their way back to the
West but the data shows that they
actually should start with their West
Coast leads before they're dialing
anybody else because that's when contact
rates are the highest the third thing
that we find is day
roadblocks and we all experienced these
from time to time particularly as we use
things like Salesforce or our Inside
Sales CRM system we have to log tasks we
have to log events we have to log
activities after we make phone calls or
send emails and that stuff takes time
for example most sales reps will or BDR
reps will try to make somewhere between
50 to 100 dials in a day even if we make
just 50 dials in a day and they have to
log in activity for each one of those
styles that's usually takes at least a
minute to do and that's another 50
minutes out of their day that they're
doing these administrative things and
not actually selling and you're not
paying them to do what they do best and
you're really just paying them to log
information into your system so these
are the three challenges that Inside
Sales is trying to fix when we talk
about applying science to sales so again
the classic sales problem is that we
have our best leads close at a higher
rate and our worst leads don't close at
all right but what we find as we work
with companies is that they're number of
prospects are inversely related to their
close rates right we have more of the
worst leads and less of the best leads
what we also see is that we apply almost
kind of an equal effort across all of
these leads because again we're using
that gut feeling and we're just dialing
through a list and trying to see if we
can we can catch something and get lucky
what we want to do is is that we want to
shift our focus from having a balanced
effort across the board to essentially
going to it more of a prescriptive
communication and saying let's just
focus on these best leads so that we can
get better close rates out of our reps
want to do is we want to get you the
best leads at the right time I mentioned
before right that we have data that
shows that there are good days to
contact people and bad days to contact
people so you'll see that there's
actually a 49% difference of calling
somebody on a Thursday versus a Tuesday
our data shows that basically a lot of
people on Mondays and Tuesdays their own
company trainings they're doing company
meetings they're kind of planning out
their week so they're really not
available to take phone calls
whereas in Wednesdays and Thursdays
they're a little bit more free they're
usually sitting at their desk going
through their their
tasks they need to complete throughout
the week so they're much more likely to
answer the phone
same thing with best times right I
mentioned before that from 8:00 to 9:00
from 4:00 to 5:00 or one contact rates
go up and they're not just going up by 5
10 20 % there's actually a hundred and
sixty four percent difference of calling
somebody from four to five as there is
from one to two this is a tributes to a
number of different things but what we
tend to see is is that at the end of the
day and at the beginning of the day we
see a lot of people who are sitting at
their desks they're kind of either
starting out their day and seeing what
they need to do checking their calendar
responding to any urgent emails and at
the end of the day they're kind of
wrapping it up they're sitting at their
desk and and they're much more likely to
answer that phone call rather than being
in meetings or talking with other people
and and being in and out of things so
how do we accomplish all this within the
inside sales tools we have a number of
different tools that help you increase
contact rates help you increase effort
help you get the best leads in front of
your reps and and get them to dial
through those the way that we do this is
through to two different tools really is
is one is through the click-to-call
and one is through our power dialer the
differences between the these are are
pretty stark and you know I always
encourage the companies that I work with
to understand that to be successful with
our system you have to have high
adoption with the power dialer now what
we find is is that companies generally
get trained on the click to call first
they get up and running on the quick
call first because it's a little bit
easier to adapt and it sits right there
in your Salesforce but what you'll find
is is that with the click to call you're
really limiting your opportunities to
you know increase effort increase
contacts increase conversations and
ultimately increase your sales
the click-to-call does have some really
great things about it so let me show you
a little bit about how it works the
situations that I would want to use
click-to-call in is you know if I have a
one-off dial so I get in in the morning
and I know that I need to call Lindsey
Burgess so what I would do I would go in
I would find her sales force record and
I would go into her profile and when I'm
ready to make that phone call all I need
to do is to click on her number now what
will happen is is that my phone will
ring and I'll pick it up and it'll
automatically start calling out
Lyndsay now what you'll see here in my
settings is that I actually my station
phone number is an 801 Utah area code
however when I'm calling Lindsey my
caller ID will show up as a 2 for 8 area
code to match Lindsay's this is our
local presence feature it helps increase
your contact rates in fact companies who
use us generally see about a 30 to 40
percent bump in contact rates by
utilizing local presence again getting
you more conversations so you can get
more sales now let's say that Lindsey
doesn't answer the phone and I want to
leave a voicemail now what we find with
a lot of companies is is that they'll
leave voicemail after voicemail after
voicemail and generally they're always
the same kind of similar prospecting
voicemail or a follow-up voicemail and
that takes time if I made 60 dials in a
day and I had a 5% contact rate that
generally means that I'm leaving about
55 voicemails in the day because they
didn't pick up the phone what happens is
is that each voicemail I'm taking about
30 seconds to a minute to do so
55 voicemails 30 seconds apiece we're
looking at somewhere between 25 to 30
minutes in there and our day that we're
spending just leaving a voicemail now
that may not seem a lot on a one rep
level basis but when you have maybe 10
15 20 reps in a given day who are
leaving you know you spending 25 to 30
minutes a day leaving a voicemail that
can really add up and a lot of
productivity can be lost so within our
tool we can actually go ahead and leave
an automated voicemail so I'll show you
how to create these a little bit later
but essentially what you you can do is
you can click on leave voicemail and you
can have a number of different automated
voicemails that you can send out at any
given time so once the beep hits and you
start when you want to record your
message you can go ahead and click on
that voicemail it'll automatically leave
it it'll disconnect us from the call as
you see here and then down below we can
disposition this call to say I left a
voicemail now this is also going to say
this time because once we disposition
this call it's going to create an
activity for us on this lead record and
it's automatically going to go in it's
going to say that we left a voicemail
it's gonna give us you know when we
called them and we can even go in
if we had talked to them we'll have call
recordings we'll have a number of
different things a lot of information
that we can access again automatically
created your reps won't have to go in
and create these every single time
saving as time so that we can make more
calls be more productive make more sales
now let's say at the same time we also
want to send Lindsey a-- an email what
we can also do is that we can send these
emails so very similar to the voicemail
we can have templates created that we
can drop in quick email templates to our
leads and it'll automatically populate
them with merge fields so that it'll
show their first name it can personalize
it towards them and make it easier for
us once we hit that send feature as well
it's gonna automatically create an
activity so that we don't have to go in
and log that the great thing for you is
that not only is it saving your reps
time to make them more productive but
it's giving us a lot of reporting on our
end as well so that we can look at the
analytics behind what we're doing we can
see things like how many emails it takes
to get a contact or how many phone calls
it takes to get an appointment so that's
kind of the the general aspect of the
click-to-call again it is a great tool
there's a lot of time-saving things in
there it will help you increase your
contact rates by using local presence
but ultimately it's not going to blow
your ROI for our tool out of the water
it will definitely definitely see a bump
but what we really want to focus on is
through our power dialer our power
dialer is another way that we can dial
through but instead of doing one-off
phone calling like the clicks call is
what we can do is use it through list
dialing essentially we have two
different types of lists one is what we
call a Domino list and one is what we
call a siik list now the difference is
between these two lists are a Domino
list is a static list what that means is
is if I were to run a search to find
everybody in San Francisco that has a
lead status of new and let's say that
returns a hundred people once I start
dialing through that list I can't
necessarily go back and start from the
top of that list again I have to kind of
dial all the way through before I can
recall those people now the other thing
is is that once I dial through that list
is gone and I can't use it anymore so I
have to recreate that list every single
time I want to read
freshet also I mean you know marketing
every single day is trying to generate
leads for us and their in putting stuff
into Salesforce let's say they happen to
generate a lead that's in San Francisco
and its marked as lead satis knew if I
was using a dominant list and I was
dialing through and it was taking me a
while to get through that that list
isn't gonna automatically just pull that
lead in for us again if I wanted to get
those newer leads eating each day I just
have to go in and recreate that list
constantly abdominal list is generally
good for companies who are following up
on webinars following up on tradeshow
leads where you can come in you can find
those leads real quickly and you can
just leave a quick follow-up voicemail
or get just if you get in touch with
them you can say hey I'm just following
up on this webinar I want to know if you
were interested in learning more all
most of what we commonly see them used
for and usually kind of the best
practice around it is let's say you are
going to a trade show and the sales rep
who's gonna be there reaches out to your
beedi our reps and says hey I want you
know a few appointments while I'm there
make it as productive as possible
can you set me up a couple I can go in
pull a list of people who might be going
to that conference and dial through that
and then I don't need to worry about it
anymore because I'm not going to dial
those people again in terms of being
related to that conference now a seek
list is what we call a dynamic list and
what that means is is that I can create
a seek list and if we use that same
example of you know people in San
Francisco with the leaves that is new
well if tomorrow marketing finds a new
lead that's in San Francisco what will
happen is these seek lists refresh on an
hourly basis it'll constantly be pulling
in new leads that fit the criteria that
you set forth it that you want to
contact the other great thing about a
sequel is is that it allows us to kind
of answer those two questions who to
contact and when to contact them so
instead of having your reps go out there
and kind of willy-nilly just say hey I
want to call this lead and now I want to
call that lead and not having really any
data or logic behind it what we can do
is that we can build that logic out for
them and really automate their day I
know it sounds weird but the reps who
are had their day automated for them and
we're kind of taking that human thinking
out of it
they tend to be a lot more successful
because they're not spending so much
time thinking about who they should be
dialing next and it's automatically
presented for them and generally as a
sales manager as a sales ops guy or VP
of Sales you probably know a little bit
more about what is a successful lead and
what is not a successful lead so if we
were to go into one of these seek lists
and we can kind of see a little bit
about how the logic is set up but what
you'll notice down here at the bottom is
that they function off a time block
queries and basically what this is
saying is is from 8:00 to 9:00 a.m. I
want to focus on a specific group of
leads so if I were to go in here and
click on edit query this is where the
filter logic will come up so on this
particular one we kept a fairly basic
but you know we're focusing on leads and
we're focusing on the lead Status new
and then also we're focusing on the
Pacific time zone so again I'm a rep on
the west coast according to our data I
want to focus from 8 to 9 on West Coast
leads because my contact rates will go
up I've marked this one as my greatest
priority from 8 to 9
West Coast leads elite status new now
let's say I only have five or six of
those and I'm probably gonna get through
those within twenty or thirty minutes
and I don't want to run out of leads
well what I can do is after that I can
create another time block query down
here that says hey from 8 to 12 I also
want to focus on my Midwest hot leads so
they have a lead rating of hot and
they're all in the Midwest just to
reiterate my first priority is West
Coast but once I run out of those I want
to go to these Midwest hot leads you
know after I focus on those I want to go
to my next time block query and so on
and so forth so we can essentially
prescribe throughout the day what leads
your reps should be focusing on and what
leads they shouldn't be focusing on and
the nice thing is is that once we've got
this all prescribed out and everything
looks good your rep state becomes a lot
more simple and a lot more focused so if
I'm just gonna go ahead and save this so
if I'm a rep and I'm getting in for the
day essentially what we did what I would
do is I would sit down it's 8 o'clock I
grab my cup of coffee I sit down on my
desk instead of thinking okay who should
I be
next what should I be doing let me go
look at my task in Salesforce and see
kind of what I have on the docket today
all they need to do is they come into
their 6eq list and they click launch so
I launched my seek list and it
automatically pulls up the very first
lead that I need to be dialing and I'm
not wasting my time trying to figure out
who shot should I be dialing next it's
already ready to go lock and loaded I'll
go ahead and I'll click on the dial
button up here you'll see that it's
using local presence up here like you
saw in the click to call also you'll see
other things right we have our lead
voicemails our automated voice mails we
also have our send email functionality
as well once I've called those people I
can disconnect I can leave my voicemail
down here and or say that I left my
voicemail I hit save and next and the
next lead will automatically pop up for
me I hit dial again again this increases
our efficiency it'll help us increase
our productivity as well so that we can
make more dials hopefully have more
conversations and ultimately make more
sales now when we talk with a lot of
people you know when they're using this
power dialer when they get into the
power dial on this page a lot of times
they there's a lot of hesitancy it
doesn't look like Salesforce and so
sometimes we see user adoption sometimes
struggles if that's the case and if your
reps are feeling that way we actually do
have a feature within the click to call
that gives you the power dialer
functionality if you go into your
settings tab up here you can go ahead
and select on from your dialer list your
seek list that you want to call from and
then once we have it we can hit save and
this next record button what it'll do
it'll bring up the lead that we're
supposed to be dialing and it gives us
that power dialer functionality but it's
within the Salesforce interface
everything that you saw and you loved
about the the power dialer you still
have functionality for so you can click
here you get your local presence you
have all your left voicemail features
and everything like that once we hit
disconnect all I need to do is hit next
record and it'll automatically bring up
that next lead for us so it'll give us
that power to other functionality but
it's in the click-to-call
it's a little bit more friendly for
users to use and a great way to to help
you increase user adoption
the last thing I just wanted to point
out was how do we create a voicemail so
if we go into the inside sales tab up
here and we go to manage voice messages
this is where we can create those
automated voicemails we can hit create
new voice message and once we hit create
message very similar to how we receive a
phone call our phone will ring there
will be a tree recording prompt and
we'll go ahead and press one to leave a
new voice message once you leave it and
hang up it'll automatically be attached
to this record and then it'll
automatically populate into your click
to call and into your power dialer so
you can start utilizing those that has
been kind of a best practice overview
user training of how to use the inside
sales tools just a reminder please come
back to our community site we'll be
constantly updating with new videos and
new content to learn more about our
system and if you do have any other
additional questions you can also feel
free to call into our support line at
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