Follow up Process
Follow up Process
Developing A
Follow Up Process
Why should you develop a follow-up process within your sales team?
- Simple answer: more profits because you will win over hesitating clients.
- You will also be doing something that 95% of companies in the trades industries do not do. Contacting clients on the fence and learning why you got the, “yes” or “no”.
You won’t always earn the client’s business on the first sales visit, but you can often prevent the client from slipping through your fingers if you set up a decent Follow-up process. A Trades Company uses a well-oiled follow-up procedure to scoop up clients we would otherwise lose to competitors. With this process, we have seen an increase in our sales consultants’ closing rates by a considerable margin up to 20%.
Take Note: A Trades Company holds each of its sales consultants accountable for making client follow-ups according to the company’s follow-up process. They are also not alone in the field and are supported by the entire company. Let’s look at the different people involved in the follow-up process because each one plays a different role.
Let’s look at the different people involved in the follow-up process because each one plays a different role.
The People in the Follow-Up Process
Remember a process is made to guide people, so we need to understand who we are leading through this process and the characters involved.
Client: This is our homeowner looking to upgrade/replace their home services
Sales Consultant: your salesperson sent into the home
Sales Coordinator: Tracks and organizes where the people are in the process
Sales Manager: Oversees the correct sales strategy is being used
Now that the introductions are out of the way, let’s move into the actual follow-up process.
The Follow-up Process:
In the business & In the Home
The Follow Up Process is twofold with a front-end client-facing side and back-end sales team side, but it all begins with a customer not agreeing to purchase after being given a quote.
Front-end of the Follow-Up Process Explained
- Quote Client: After the Sales Consultant has gone through the entire sales process a quote is given to the client.
- Client did not Purchase: The Client does not agree to purchase, and it is at this point that the follow-up process begins to prevent the client’s exit from the sales process.
- Time to Think: The sales consultant asks the client if they would like more time to think about the quote. If yes proceed to step (4)
- Check out our T2 Write up for more insight into common client exit points
Back-end of the Follow-Up Process Explained
- Quote Client: After the Sales Consultant has gone through the entire sales process a quote is given to the client.
- The client did not Purchase: The Client does not agree to purchase, and it is at this point that the follow-up process begins to prevent the client’s exit from the sales process.
- Time to Think: The sales consultant asks the client if they would like more time to think about the quote. If yes proceed to step (4). Check out our T2 Write up for more insight into common client exit points.
The Back-end of the Follow-Up Process Explained
- Follow-Up Queue: The sales consultant gauges the best time for the follow-up call based on the client’s suggestion. A Trades Company tries to avoid exact times to call back so other more important tasks can be slotted into the sales consultant’s schedule. Try out: “May we call back Monday after 5 or perhaps Tuesday Morning?” The call is scheduled into the follow-up queue via your dispatch software Typically, the callback is set 2 to 4 days after the initial sales quote, but each day after the quote the chance to close the sale decreases.
- Debrief With Sales Coordinator:
- Immediately following every appointment, the Sales Consultant must debrief the Sales Lead Coordinator on what transpired during the meeting with the client.
- This debrief should happen sitting in the company vehicle immediately following the appointment near the client’s home but away from it.
- This debrief includes the name of the client, the product the sales consultant feels they are likely to move forward with, the dollar value before taxes, the percentage the consultant feels they are likely to move forward and when is the follow-up scheduled.
- The Sales Lead Coordinator will track this information in the Home Service Software system
- Debrief With Sales Lead:
- Immediately following the debrief with the Sales Lead Coordinator, you must debrief the Sales Manager.
- This debrief should also happen sitting in your vehicle immediately following the appointment outside the client’s home but nearby.
This debrief will include 3 things you did well & 1 thing you need to work on. The goal of this debrief is to strengthen your existing skills so you are always improving with each subsequent appointment.
- The Follow-Up Call:
- When making a follow-up call, ensure you are portraying a friendly and non-pressuring demeanor.
- The goal of the follow-up call is to answer any questions that the client may have and see if they have made a decision or if they need more time.
- Return to process item (3) until a definitive yes or no is given by the client.
Do not push beyond the “NO” if a homeowner wants to go with another company for whatever reason, there is very little value in burning that bridge using a high-pressure sales tactic. People know when they are trying to be sold something, so the follow-up process is a low-pressure way to gently nudge clients to a yes.
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