1. Getting a Qualified LeadGetting a Qualified Lead
By: Troy CordellBy: Troy Cordell

2. Be a PRODUCTIVE employee.
ENJOY your new career.
Have the ABILITY to GROW with the company.
At the birth of a great company lies a great mission statement.
With that mission statement in place, follows a vision. That vision is the
path of -- success, prosperity, and respect.
It is very vital that the individuals whom make up the company’s
foundation are the right fit. The chemistry must mix; unlike oil and water.
The relationship, personality, and professionalism; all must be a perfect
mixture.
Sound judgment lies within our selection process.

3. VISION: To level the playing field for small businesses.
MISSION: To be the leading supplier of cost effective, easy-to-use
technology empowering small businesses
VALUE PROPOSITIONS:
1.Cost Effective
2.Unrival Reliability
3.Plug-and-Play
4.Painless Support + Upgrades
5.Grows your Business

4. Wain Kellum
President
Mark Lefar
CEO
Kyle Johnson
VP, Sales

5. Ask Fact finding questions to get to the root of the NEED…
a. Background – Gather data and facts about the DM
b. Problem – Explore difficulties and dissatisfactions in areas where our product can help
c. Effect – Future assessments
d. Solution Benefit – Resolution
1. Scheduled Call Back’s
Check your “To Due”/ “Reminders”-- daily. What is in your PIPE LINE?
2. Quality Control check lists
SHINE: Smile, Hear, Interact, Accuracy, Nurture, Exceed
3. Business Contributing factors
Follow all procedures pertaining to both company methods.
4. Customer Retention
Remember your tone of voice, manners, and kindness over the phone.
5. Customer Advocate
Put yourself in the user’s shoes!
6. Plan of Action
Always have an agenda on every call and plan your call!
a. Identify DM b. Ask 11 Qualifying Questions c. Transfer to Lead
7. Reading Clients
Match you DM’s tone of voice, pace, and knowledge in VOIP.
8. Quality & Empathy
Have a great call with lots of energy. Say I’m sorry. If the DM is having problems.
9. “Find the need”
What is the PAIN! Give the Benefit. What will ameliorate the business?
10. Ownership
Take Ownership of the call, do not provide too much information; but not too little! Remember it must go to a Consultant!

6. LINES
VS
EXTENSIONS

7.  4 Functions:4 Functions:
 PlanningPlanning
 OrganizingOrganizing
 LeadingLeading
 Controlling resourcesControlling resources
to reach companyto reach company
goalsgoals
 Roles of a TechnicalRoles of a Technical
Representative:Representative:

 InterpersonalInterpersonal
 DecisionalDecisional
 TechnicalTechnical
 AdministrationAdministration
 Conceptual—to seeConceptual—to see

8. Strategic Planning:
•Develop a vision----to be the best company
•Written mission statement—what is the business?
•Perform SWAT analysis—strengths/weaknesses/attributes/threats
•Develop forecasts—what is to come
•Analyze competition
•Establish goals and objectives-where do we need to be daily/monthly/quarterly/yearly
•Develop an action plan

9.  SMARTSMART

 S-Specific: Name the goal the Tele Sale Rep. should achieve orS-Specific: Name the goal the Tele Sale Rep. should achieve or
skill(s) to improveskill(s) to improve

 M–Measurable: Define the criteria that will determine goals that has beenM–Measurable: Define the criteria that will determine goals that has been
achievedachieved

 A–Attainable: Set a goal that can be reachedA–Attainable: Set a goal that can be reached

 R–Relevant: Identify which individual, business, or department will beR–Relevant: Identify which individual, business, or department will be
impacted by achieving the goal.impacted by achieving the goal.

 T–Time-Bound: Determine the time frame and deadline for reaching theT–Time-Bound: Determine the time frame and deadline for reaching the
goal.goal.

 **********150 CALLS and 1 LEAD A DAY ********************150 CALLS and 1 LEAD A DAY **********

10. 6 Key Elements of Success
•Maintain a positive attitude.
1.Smile when you dial
2.Don’t dwell on rejection or personal things
•Set goals and set BIG goals!
1.Put them in writing
2.Goals can be anything
3.Keep a reminder of them
•Learn something new every day.
1.Guidelines, M&P’s, Products, etc.
2.Learn from every call
3.Supervisor feedback, and coaching
•Believe that your COMPANY is a GREAT company to work for!
•Manage your work load.
1.Multi – task (read all emails ASAP) listen during meetings
2.Organizational Skills (emails, paperwork, call backs)
1.100% Exceptional Customer Service

11. 100% Exceptional Customer Service in Sale Calls
Pre- Call:
•Access client motivations or industry
•Anticipate questions and objections
•Rehearse call opening and/or scripts
Call:
•Open the call, Identify yourself and VBS
•Identify DM and get past GK
•Set expectation to speak with consultant
•Gather information, 11 Q’s?
•Listen actively, Find the PAIN
•Overcome objections, Give Benefits
Post Call:
•Evaluate the call (self, with peers, or with
management)
•Identify areas where the call was managed well
•Determine opportunities for improvement
•Follow up, follow up, follow up

12. UnderstandingUnderstanding
1.1. Number OptionsNumber Options
2.2. Extension OptionsExtension Options
3.3. Add-On FeaturesAdd-On Features
4.4. Desktop Plug-in’sDesktop Plug-in’s

13. SPARK
S – Stand in your customer’s shoes
a. Consider the situation from the customer’s point-of-view
b. use empathy
P – Project your willingness to help
a. Tone of voice
b. Body language,
c. Choice of words
A – Attentively listen
a. Resist distractions
b. Paraphrasing
c. Encourage the customer to talk
R – Relate to the customer and the situation
a. Appreciate something the customer said or done
b. acknowledge the customer situation
c. Assure the customer of good service
K – Keep it positive
a. Focus on positive factors only
b. Be confident
c. Treat the customer with respect

14. Job analysis - study the tasks and dynamics involved in performing your job
Job description - describe the job you will perform –GET A QUALIFIED LEAD!

15. STARTING TROUBLESHOOTING – How to get a Qualified Lead?
Dimensions – describe the knowledge, motivations, and behaviors
associated with success or failure in a job. That is why S.T.A.R. is a
fundamental tool of use.
S – Situation… What is the situation/problem/issue the DM is telling you?
T – Task… In order to help the DM; what information do I need?
A – Action… How will I fix the issue, how do I use my knowledge and training?
R – Result… 11 Q’s?, 150 outbound calls, 1 qualified lead per day

16. Adjusting your STYLE!Adjusting your STYLE!
 Most people's sales conversations could be better. Not a littleMost people's sales conversations could be better. Not a little
better, significantly better. I see too many professional servicesbetter, significantly better. I see too many professional services
providers fall into the same traps:providers fall into the same traps:
 You talk too much, leaving the prospect with the impression thatYou talk too much, leaving the prospect with the impression that
you don't understand their business, their industry, or their needs.you don't understand their business, their industry, or their needs.
 You grill the prospect with questions, making them feel like theyYou grill the prospect with questions, making them feel like they
are at the police station with a spotlight shining on them.are at the police station with a spotlight shining on them.
 You talk too little, letting the prospect control the conversation.You talk too little, letting the prospect control the conversation.
 You are over eager, and the prospect can smell your desperation aYou are over eager, and the prospect can smell your desperation a
mile away.mile away.
 You talk about your services as if they are commodities, leadingYou talk about your services as if they are commodities, leading
the prospect to simply buy based on price.the prospect to simply buy based on price.
 You are unprepared, and the prospect wonders why they areYou are unprepared, and the prospect wonders why they are
wasting their time with you.wasting their time with you.
 You are uncomfortable talking about money, and the second aYou are uncomfortable talking about money, and the second a
price objection comes up you cave and start discounting.price objection comes up you cave and start discounting.
 The fact is there are endless ways to goof up a sales conversation,The fact is there are endless ways to goof up a sales conversation,
and most sellers make major mistakes each and every time theyand most sellers make major mistakes each and every time they
talk with a prospect.talk with a prospect.

17. F – Follow objective criteria…remember your call flow; control the call
A – Avoid assumptions… have the knowledge or use your tools; know
where to find the information you need, apply logical thinking
C – Comply with policies, procedures, and management over-site
T – Treat situations consistently… Remember what, where, how, why..

18. Improve Your Sales ConversationsImprove Your Sales Conversations
 1.1. Build rapportBuild rapport: Before you ask questions to get the buyer to open up or talk about how you can help, you: Before you ask questions to get the buyer to open up or talk about how you can help, you
have to build rapport. All else being equal, people buy from people they like. Be likable and build stronghave to build rapport. All else being equal, people buy from people they like. Be likable and build strong
relationships, and you'll find your sales conversations will go much more smoothly.relationships, and you'll find your sales conversations will go much more smoothly.
 2.2. Uncover aspirations and afflictionsUncover aspirations and afflictions. If you've ever read any piece of sales advice, you know you need to. If you've ever read any piece of sales advice, you know you need to
ask questions to uncover the prospect's pain. That's a given. But what most advice doesn't include is how toask questions to uncover the prospect's pain. That's a given. But what most advice doesn't include is how to
harness the power of aspirations. Your job is not only to uncover the prospect's needs and pains, but it's to alsoharness the power of aspirations. Your job is not only to uncover the prospect's needs and pains, but it's to also
uncover their aspirations and goals. Get your prospect to open up and share their hopes, dreams, and desiresuncover their aspirations and goals. Get your prospect to open up and share their hopes, dreams, and desires
and then show how you can help them achieve their goals.and then show how you can help them achieve their goals.
 3.3. Make the impact clearMake the impact clear. If you don't make the business case, you won't make the sale. You can do. If you don't make the business case, you won't make the sale. You can do
everything else right, but if the prospect doesn't see the value of your services (and you've got to be very cleareverything else right, but if the prospect doesn't see the value of your services (and you've got to be very clear
with what that value is), they will not buy it.with what that value is), they will not buy it.
 4.4. Paint a picture of the new realityPaint a picture of the new reality. This goes hand in hand with points 2 and 3. Once you know the. This goes hand in hand with points 2 and 3. Once you know the
prospect's needs and goals and the tangible impact of alleviating these pains or attaining their goals, you mustprospect's needs and goals and the tangible impact of alleviating these pains or attaining their goals, you must
paint a picture of what their new world will look like. How will it be better? In your sales conversations, helppaint a picture of what their new world will look like. How will it be better? In your sales conversations, help
them visualize the other side and build excitement around it.them visualize the other side and build excitement around it.
 5.5. Balance advocacy and inquiryBalance advocacy and inquiry. Sales conversations require give and take. You have to get the prospect. Sales conversations require give and take. You have to get the prospect
talking so you can fully understand their situation. You also need to take what the prospect says andtalking so you can fully understand their situation. You also need to take what the prospect says and
communicate recommendations based on your expertise to help them see how you can help. In each and everycommunicate recommendations based on your expertise to help them see how you can help. In each and every
sales conversation (yes, this includes capabilities presentations and demos) you have to balance how much yousales conversation (yes, this includes capabilities presentations and demos) you have to balance how much you
talk and how much you listen.talk and how much you listen.
 6.6. Build on the foundation of trustBuild on the foundation of trust. Trust is the foundation of sales success. A prospect will not open up and. Trust is the foundation of sales success. A prospect will not open up and
share their needs if they don't trust you. A prospect will not believe in your solution and that you can do whatshare their needs if they don't trust you. A prospect will not believe in your solution and that you can do what
you say you can do if they don't trust you. A prospect will never see the full value of what you propose if theyyou say you can do if they don't trust you. A prospect will never see the full value of what you propose if they
don't trust you. You will not win the sale if they don't trust you.don't trust you. You will not win the sale if they don't trust you.
 7.7. Plan to succeedPlan to succeed. Set the table for success by going into each sales conversation with a plan. Do your. Set the table for success by going into each sales conversation with a plan. Do your
homework and know what you want to get out of the conversation. If you go into each conversation wellhomework and know what you want to get out of the conversation. If you go into each conversation well
prepared and planning to succeed, you will be much more likely to make the sale.prepared and planning to succeed, you will be much more likely to make the sale.
 If you follow these seven keys in your sales conversations, will you still make mistakes? Absolutely. Will youIf you follow these seven keys in your sales conversations, will you still make mistakes? Absolutely. Will you
win every sale? Absolutely not. After all, we're only human and no one is perfect.win every sale? Absolutely not. After all, we're only human and no one is perfect.
 But they could help you avoid the common mistakes many professional services providers make and help youBut they could help you avoid the common mistakes many professional services providers make and help you

19. What does “sell” mean? What are we supposed to be doing?
A. Sell means “To CONVIENCE”.
B. CONVIENCE means “To bring to belief – To PERSUADE”.
C. PERSUADE means “To CAUSE someone to do something by means of REASONING”.
D. REASONING means “Providing the basis for an ACTION or DEFUSION”.
Finding out why the DM wants what they want – giving them the
information they need to make a decision – giving them a reason to
purchase – convincing them to get it now and speak to a consultant!

20. SUCCESSFULL SALE CALLS
A. Successfully presenting yourself in an uncomfortable situation: positively
as a professional in the office and on the telephone.
B. Successfully making the DM quickly feel comfortable in an uncomfortable
situation.
C. Successfully controlling the situation; the direction of the conversation
and actions of the prospect.
D. Successfully gathering all of the information on why the DM wants what
they want and why the DM needs what they need. “Ask ---WHY?”
E. Successfully using the information you gathered to convince them through
a feature, advantage and benefit presentation that your product will fill
their wants and needs.
F. Successfully handling common reflex objections in the qualifying process.
G. Successfully leading them to a closing situation through a logical step-by-
step procedure of value and persuasion
H. Successfully finding and effectively handling the DM buying objections by
providing new information to give them the basis or motive to make a
different decision.
I. Successfully overcoming the DM fears and tendencies to procrastinate
through effective reasoning and persuasion to convince them to speak to
a consultant on a recorded line for a customized quote! $$$$$$$$$

21. Build Rapport
---------------
Handle Concerns
Build Rapport
---------------
Handle Concerns
Build Rapport
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Handle Concerns
Build Rapport
----------------
Handle Concerns
Build Rapport
----------------
Handle Concerns
Connect
Move
LearnDeliver
Close

22. Selling the ValueSelling the Value
Move the Conversation ForwardMove the Conversation Forward
• Engage the customer in the conversationEngage the customer in the conversation
• Earn the right to learn about the customer’s needEarn the right to learn about the customer’s need
Learn About NeedsLearn About Needs
• Ask open-, and closed-ended questionsAsk open-, and closed-ended questions
• Listen to answers and not additional cluesListen to answers and not additional clues
• Summarize the customer’s needsSummarize the customer’s needs
Deliver ValueDeliver Value
• Name the service and what it doesName the service and what it does
• Refer to an expressed customer needRefer to an expressed customer need
• Explain how the service meets the needExplain how the service meets the need
Close the SaleClose the Sale
• Ask for commitmentAsk for commitment
• Explain next stepsExplain next steps
• Thank the customerThank the customer
Supporting BehaviorsSupporting Behaviors
Handle ConcernsHandle Concerns
• Acknowledge the customerAcknowledge the customer
• Ask questions – Ask WHY?Ask questions – Ask WHY?
• Address the concernAddress the concern
Build RapportBuild Rapport
• Maintain WarmthMaintain Warmth
• Focus on the customerFocus on the customer
• Convey confidenceConvey confidence

23. Leadership –styles vary on the nature of the position and the situation at hand
-Autocratic- DM make the decisions
-Democratic- DM needs evolve others so a decision can be made
-Contingency – adapt to the situation, give benefits then the features!!!!!
-Adaptability- Changes needed to be made to meet the business needs.
-Stress Tolerance- Sometimes you have to go over 150 dials to get that 1 lead

24. Vonage Business SolutionsVonage Business Solutions