As we said, sales processes usually differ depending on the nature of the company. However, we can distinguish universal features that are characteristic of most activities of this type. These are primarily:
Customer selection and selection – this is not only chinese overseas america phone number data about preparing an appropriate set of contact persons (database), but also selecting and dividing leads. At this stage, it is also worth implementing marketing research that allows you to learn about the expectations of the target group and, on this basis, adapt the product/service to them. Good preparation is a way to save money, because it allows you to conduct targeted activities directed to people who may actually be interested in the offer (there is a high probability that they will buy our product).
Contact with the customer – that is, an attempt to interest them in the offer. This can be done in many ways, e.g. by telephone, online (mailing, newsletter) or organizing sales meetings. You can organize all of these elements in your own sales/sales department or outsource the entire process to a contact center office. If you decide to act independently, remember that you should employ people with the appropriate knowledge and experience, as well as provide the appropriate infrastructure (computer equipment, security technologies, etc.).
Negotiations, individual clarification/adaptation of the offer – important in the B2B sector and when selling more expensive products/services or those whose scope must be individually adjusted to the customer's needs. Sales processes in B2C less often require such activities. Both in business sales and those directed to individual customers, it is important to know the needs of the recipients (in terms of the offer itself, but also methods of sale, access to information, etc.). It is also worth paying attention to the way the offer is presented – e.g. the scenario of the sales presentation (B2B) or advertising creations (B2C). You can read more about this in our article: B2B and B2C sales – what are the differences in these sectors?
Convincing the customer and finalizing the transaction – these sales activities are conducted using various types of persuasion techniques, although the key issue is the specific and friendly presentation of the terms of the offer – in such a way that the customer feels that they are making the choice themselves and that
it is not being imposed on them by a consultant or salesperson.
Read also: R&D department – what is it, how does it affect the company's development?
Why is it worth remembering about after-sales care?
It is worth remembering another important stage of sales, carried out after the transaction has been finalized. This is after-sales care, i.e. providing the customer with the possibility of contact in the case of, for example, a complaint and answering their doubts, regarding, for example, how to use the product. After-sales care is also building relationships with customers and the opportunity to sell other products to customers who have built trust in the brand (based on previous positive experiences).
Sometimes this can be done at a relatively low cost – by launching mailings to customers who have previously used our services, or by providing a hotline that allows for easy contact if necessary. Additionally, you can conduct targeted sales activities to groups of customers who have previously used our services – by calling them at a time when they are most likely to want to use our service again (e.g. after the contract ends).
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What contact center (call center) tools can support sales activities in enterprises?
All previously described stages of sales require appropriate preparation – delegating or employing people, providing infrastructure (e.g. for conducting telephone or internet calls, storing personal data), or office space.
As we said, you can outsource all or part of these activities to a contact center (call center) company. This solution often allows you to conduct sales activities cheaper, faster and with less energy – all stages of the process are handled by an external sales department. Examples of contact center tools that significantly streamline the sales process are :
Database management and information management – acquiring contact persons, checking and updating existing databases, verification (e.g. GDPR compliance and many others).
Marketing research – including relatively cheap and easy-to-implement opinion research using the CATI method (computer-assisted telephone survey).
Lead generation and inbound lead management – generation involves acquiring contacts to potential customers. Popular tools include e-mail marketing, telesales and a hotline. The leads acquired in this way are forwarded by the buro contact center to your sales department. Inbound lead management, on the other hand, involves providing care to people who contact your company with the intention of making a purchase or obtaining additional information about the offer.
Arranging sales meetings – contact center employees select contacts and present the offer, and after gaining the customer’s interest, they arrange a meeting between them and your sales representative.
Helpline and broadly understood telephone service – for example, a customer service office (BOK), where you can sell products, but also provide information about them. Other tools include back office , help desk , handling complaints, reservations, and after-sales care activities.
