Follow-Up Statistics & Strategies PDF

Follow-up Statistics, why it’s important & how to effectively follow-up  Follow-up stats 48% of all salespeople (SP) give 60% of customers say “yes” up after the first sales attempt after saying “no” 4 times Only 12% of SP’s make 3 or Only 11...

Follow-up Statistics, why it’s important & how to effectively follow-up  Follow-up stats 48% of all salespeople (SP) give 60% of customers say “yes” up after the first sales attempt after saying “no” 4 times Only 12% of SP’s make 3 or Only 11% of SP’s ask for more follow-up calls (4+ calls in business every time total) 57% of customers prefer a 80% of sales require at least 6 low-pressure sales approach attempts 70% of SP’s only send a single 42% of people are more likely to email to prospects buy when the SP calls back/follows up at a pre- It takes an average of eight arranged time cold call attempts to reach a The average SP only makes 2 prospect. In 2007, this attempts to reach a prospect average was 3.68  Follow-up stats (continued) 65% of SP’s say they Retaining active cannot find enough customers is 6 to 7 times content to engage less costly than acquiring prospects (we have LOTS new ones of content for you in EZ 48% of SP struggle with Scripts University) effectively communicating Only 13% of customers value to customers believe a SP can understand their needs  Follow-up stats (continued) Continuous training Retaining active customers generates 50% higher net is 6 to 7 times less costly sales per employee than acquiring new ones 42.5% of SP’s take 10 SP’s average 94.4 daily months or longer to activities, including 36.2 become productive enough emails, 35.9 phone calls, to contribute to company 15.3 voicemail messages, goals and 7.0 social media 71% of SP’s say they spend touches (what we require too much time on admin isn’t that bad) tasks  Why follow-up? Show your accounts that Boost sales you care Keeping interest in what we do Show your accounts that alive you understand their Increased conversion rates circumstances Increase your competitive Express gratitude advantage Improve customer Have better customer experience retention Address unknown or Above all, it builds trust and unresolved issues credibility = the keys to a mutually beneficial long-term Re-open engagement relationship  Best practices (In General) Do’s Don’ts Keep your accounts educated & networked with other accounts Be overly pushy If one approach or time doesn't work, try another one the next time you’re there. Chase short-term relationships. If Use Salesforce as your guide- challenge yourself to the relationship isn’t mutually learn more about your office every time you visit (account fields) beneficial, then focus your time Identify their pain points (PP’s). Continue to find ways elsewhere to help address the PP’s Overpromise and underdeliver Have a primary topic to discuss, with a few back-up topics. You can find interesting information within EZ Follow-up too early… or too late. Scripts University and our daily “links of the day” emails Be YOU! Stand out from the crowd Remember, every account is If something isn’t clear, clarify different Be the “3 P’s”- persistent, patient and polite Be around TOO much. There’s a Offer free advice and resources balance, and you need to feel it out Keep your messaging SHORT, and on point to help an account resolve a pain point Focus on what we can do better than Express Gratitude! anyone else, instead of dragging Be positive! down our competitors  Best practices (In-Person) Do’s Don’ts Visiting in-person is the MOST effective way to follow-up “Show up and throw up” Have a primary topic to discuss, with a few Show up and waste their time back-up topics. You can find interesting Waste time speaking to people information within EZ Scripts University and our daily “links of the day” emails that don’t matter or cannot When you hold a referral meeting, set a help you follow-up meeting before leaving the office. Keep engaging the same dead- Ask for referrals/warm intros end contact repeatedly. Identify the best times to visit an office Instead, find another person to Establish a follow-up schedule contact. Also, if the front desk Be in the office for as little time as possible- is the problem, try to arrive remember, they are a for-profit business, when they’re at lunch or gone and there’s only so many hours in a day for the day  Best practices (Email) Do’s Don’ts After a referral meeting, send a confirmation email laying out how they will use us (w/specificity). AKA Send emails on Monday, Wednesday define next steps and Friday (OK if it’s urgent) Send emails on Tuesdays and Thursdays Send an email within a day of an If you’ve sent an email w/ no response, wait 2-5 days to send a follow-up email (when prospecting) unanswered email Use an interesting subject line- humor or referencing a Put “checking in” or “following up” as pain point tend to work your subject line Send emails between 10-11 AM. 1-2 PM is the next best time frame Send emails at noon, or within an Provide value each time you engage with the account hour of closing time Add shareable links (when applicable) Send a long email or discuss several Utilize “Email to Salesforce” topics in the same email. Your Proofread your email. If you’re not sure about saying message will be lost something, wait, and see how you feel later. If you’re Forget to clearly state a call to action still not sure, send it to me first If your intended target isn’t answering, try someone (when prospecting) else in their department or office Be emotional, or even angry on an Close with a question email Be afraid to send a “breakup” email  Best practices (texts, social media, Do’s etc.) Don’ts Use THEIR preferred means of communication Give up Prepare for your call (Use the TX data or Abuse a cell phone # review your SF activities) Avoid using guilt as a motivator- it Get a cell # (best), email (next best) or an never works long-term extension # (worst) Be vague in what you need (instead, Engage on LinkedIn. We can all improve on clearly define next steps) Chase an account indefinitely once using LI it’s clear there isn’t a good fit (know Use hand-written notes. Very few people do when to “cut the cord”) them anymore Engage in “hot button” topics with Use clever devices to engage (sending one accounts (religion, politics) shoe to an untouchable contact- “Now that Have “tunnel vision” when talking to I’ve got a foot in your door…”) an account. The more they talk, the Use the “forgot to mention” technique better. Eventually they’ll tell you Letter to VITO exactly what they’re thinking. Which will tell you what they need  Reminder: Pain Points Top Pain Points- Medical Providers Top Pain Points- Law Firms Phone calls from patients Dealing with prior auths (often unnecessary ones) Poorer patient outcomes due to non-compliance Need more staff Consistency of medical care Phone calls with insurance carriers Client phone calls Needing more new patients Negotiating contracts with payers High case loads Employee morale/staff frustration Chasing down medication invoices Employee tendency to switch jobs Employee turnover Spending time on non-billable activities Staff education Knowing what’s happening with a client’s Patients not having funds to fill meds medical care/medications Lack of knowledge- WC in general Pharmacy phone calls Keeping up with regulatory requirements Understanding when a prior auth is necessary, for any Spending time chasing down invoices from medical care multiple pharmacies Lack of knowledge- WC meds Patient medication adherence Need more new clients Doctor hopping/shopping Employee satisfaction Drug shortages Attorney work-life balance Meeting patient demand for services Questions?