Maximizing Outbound Sales

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Business Issue - Many banks have turned to an outbound sales team in the contact center as a critical sales strategy for several reasons. Fewer customers are visiting branches because of increased use of electronic delivery systems. Recent market segmentation research shows that many highest-potential bank customers rarely visit branches. Reduced staffing means that every sales conversation must be more productive than ever.

Financial services competitors, such as brokerage firms, have long used outbound calling as their primary sales strategy. For banks, effective outbound calling is becoming a key strategy for building and retaining relationships with high-potential customers.

Omega Performance’s Solution - When salespeople and managers proactively contact customers with the goal of helping them gain the most from their banking relationship, customers remain loyal and bring more of their business to the bank. This kind of enduring customer relationship fosters customer retention and attainment of market-share goals.

Maximizing Outbound Sales provides contact center representatives with the skills they need to plan and carry out telephone sales contacts with top customers.

Participants learn to see themselves not as “pushy telemarketers” but as professionals who contact customers by telephone in order to better meet their needs. Salespeople practice a six-step model for conducting effective telephone interactions and develop skills in planning telephone contacts using a Call Organizer.

Omega Performance’s focus is on “real work”—participants apply new skills and knowledge to real situations. Representatives plan telephone contacts, call customers and conduct a sales conversation, and receive feedback on skill use. The calls are audiotaped for feedback during class.

Delivery Options

Omega Performance’s Maximizing Outbound Sales program is delivered via a two-day workshop and is implemented most effectively when supported by coaching.

Results You Can Expect

Successful implementation of Maximizing Outbound Sales produces these results:

Increased number of sales conversations with high-potential customers
More in-depth information on the needs of target customers
Increased sales to highpotential customers
Deeper customer relationships and greater loyalty with high-value customers
Profitable sales to high-potential and high-value customers

Who Should Be Trained

Maximizing Outbound Sales is designed for contact center representatives with responsibility for contacting high-value customers by telephone for relationship development and customer retention purposes.

Prerequisites

None.