¿Cómo trabajas con el personal interno de ventas y soporte?

Companies often underestimate the importance of good reliable, knowledgeable inside sales people when in reality, an inside salesperson can make or break a team. During my time as an outside salesperson, I demanded accuracy, stability and reliability from my inside. Most of the folks I was lucky enough to work with delivered on these requests and as a result I was able to provide a one-two punch of support, fulfillment and ease of doing business for my clients. My insides were rewarded with praise, support towards management and a valued relationship that worked. Sales in this configuration is a team. Members of the team all need to perform in order to reach and exceed goals and objectives.

First, work together as equals understanding what the synergy can accomplish. The opportunities each can unearth together not only shortens the sales time/cycle but builds deeper relationships with the prospect/customer/account. Ultimately, resulting in more loyal customers and increased lift in sales. The increased touch’s to the prospect/customer will outpace the competition. The inside rep can act as recon for new opportunities and point the outside rep to those opportunities better utilizing time for both. While the outside rep can feed prospects back to the inside rep to qualify additional opportunities. In summary, if sales are soft work together to make each other look good.

Inside sales is not an extended arm of the sales but a part of the sales - you need to give them equal opportunity and respect. The ownership should be shared - because through that one can drill down to what he/she is responsible for. Transparency and accessibility are the key. Find people with consultative, customer centric and transformational mindset for the inside sales team. Share the information status and collaborate on who can take up either of the three stages : a ) info we don't know, b) info we know but need to get validated and c) info we must leverage for business growth.

Don’t make them robots. Present them as part of the process and solution to your customers. If you do, they will be your customers’ direct go-to. 2+2=5

El vendedor externo debe entender que la venta y el proceso como tal no es solo su responsabilidad. Tampoco debe sentir que tiene que cargar con todo el proceso. El proceso de venta en general lleva varios involucrados dentro de la compañía, inclusive si se es un vendedor independiente. Deberás tener buenas relaciones con proveedores o con el inside sales. Su labor de soporte es una parte importante de la venta porque facilita y hace que sea más exitoso este proceso.

Coming up with ways that your internal partners can talk the talk on your behalf can make the transition so much more smooth and transparent for the client/prospect. Plan the work together and then work the plan!

I am trying to reply to the question above and it will not let me "How do you work with inside sales and support staff?" Here is my answer: Sales enablement is a crucial support system for inside sales and support staff. It provides them with the necessary tools, training, and resources required to engage customers effectively. This includes training on product knowledge, sales techniques, and communication skills, as well as access to marketing collateral and technology tools. The ultimate goal is to empower these teams to deliver a consistent and compelling customer experience that leads to increased sales and improved customer satisfaction.

Clearly communicating what your role and responsibilities are is key in everyone understanding what part they play in the organization. Most sales folks are tasked with bringing in net new logos/clients. Whereas support is focused on taking care of the client once they are onboard. Utilizing a CRM tool that everyone in the organization has access to, can help minimize any confusion on who is supposed to be doing what. It's also a way for someone in Support to be able to reach out to Sales if there is something that needs to be taken care of on their end. The ultimate goal is making sure everyone in your organization understands that you are all working together to provide the best experience for your clients.

O suporte é a continuação da venda, a comunicação entre comercial e suporte é crucial para o sucesso do cliente, não podemos somente vender produtos e serviços e esperar que o cliente fique satisfeito até a próxima renovação. É preciso vender serviços de manutenção agregados ao produto para que o time de suporte crie um vinculo maior e deixe o cliente mais próximo do vendor.

Make collaborative staff learn to do short breaks for inner exercises of breathing... short walks... and always listen, on proper time frames, to their side... we are all experiencing this life as humans, so let it be...

I’ve worked with some GREAT Inside Teams (on both sides) but also know that everyone has an opinion on what they should be doing. As a starting point, successful Inside Sales teams need a defined (and communicated) strategy, roles, metrics, and revenue goals. The pitfall is that you can have a great strategy with opposing compensation plans. For example, comp based on lead quantity vs. quality will impede Outside Sales productivity and revenue growth (mutally). Where your strategy includes Outside Sales, ensure that what you measure and reward is aligned. The upfront work to define the strategy, roles, etc. makes it easier to partner—and allows reps to do what they do best. Their success will help you elevate sales execution.

While adding in the expectation of roles, to have success with the support teams it is imperative to include them in training calls and meetings so they have the most up to date experience to provide customer excellence. This will also increase engagement and encourage them to apply for other roles within the company (keeping historical knowledge within the organization).

La comunicación con el equipo es fundamental para dar solución más fluida a los inconvenientes o situaciones que se presenten durante el ejercicio de la venta. La parametrización de funciones y establecimiento de límites con anterioridad ayudan a que el equipo interno y externo engrane y funciona más eficientemente.

Sales are made in 3 parts, Pre, Sales and Post, we need this chain working to serve with excellence. The support team often has a more open approach to the customer because they deal with the pain created after hiring, with this, we have the opportunity to redo the sales cycle, with more products or services. Support is a crucial part of the business to identify opportunities in challenges.

Always greet your sales team, ask them about their weekends and show genuine interest in their lives outside of work. This way you will build a strong rapport with your team. During your weekly team meeting, encourage open discussions and value the diverse perspectives within your team. Try to gain insights on the latest market trends from them and learn how your team could leverage this information to improve your sales strategies. Despite busy schedule, ensure you are available for your team as they rely on you and your insights. In short, collaboration increases productivity.

Apesar de toda tecnologia desenvolvida para melhoria e encurtamento no atendimento ao cliente, ainda mais pós pandemia com todos em Home Office, a impossibilidade do externo prejudicou muitos negócios. Muitos clientes só fecham contratos olho no olho, a venda externa é a cereja do bolo para aquele grande projeto em que você vem trabalhando a anos. Muitos negócios são fechados ao tomar um café, almoçar ou um HH.

A culture of collaboration, open communication, and shared goals, you can create a more cohesive and effective working relationship between inside sales and support staff. This, in turn, contributes to a better overall customer experience.

Unfortunately, many inside sales people never get to travel or visit their customers. It’s up to the outside people to share photos, videos, personalities, and any outside experiences to broaden their view. When the inside people have that connection they are better able to provide an empathetic connection to the customer.

I completely agree. It's why we bring our Home Depot designers in to the shop so they can meet the voices on the other end of the phone every 4-6 months.

A equipe de suporte tem nos trazido diversas oportunidades provindas da dor do cliente. Mesmo desenhando projetos direcionados a empresa, o produto ou serviço em questão pode deixar a desejar quanto as espectativas reais do cliente, com isso, um trabalho bem feito pelo suporte, pode trazer o cliente para uma realidade mais promissora, abrindo caminho para novos negócios ou adequação do produto atual.

Define clear roles and responsibilities, outlining how inside sales and support staff can complement each other's efforts. Create a culture of mutual respect and understanding, emphasizing the importance of working together to enhance the overall customer experience.

Unfortunately, most companies don’t tie the inside sales compensation to a commission based structured and it’s unfortunate. The one wholesale distributor that I worked for that paid their inside sales staff commission has, by far, the best inside sales staff in our region. They are highly motivated and even take the time outside of work hours to study up on new products and their features and benefits. A healthy commission based inside sales staff also has less turnover and higher job satisfaction. It’s a win-win scenario that too many companies are overlooking because they don’t want to pay superior wages for superior performance.

Quando desenhamos uma estratégia de vendas, com todos os seus pilares, não traçar a cooperação entre comercial e suporte é abrir a porta para que o cliente procure outras soluções. Desenvolver a transparência e comunicação entre os setores eleva o nivel de atendimento ao cliente, fazendo com que vendamos o que vai resolver o problema dele, e não o que o mercado diz ser o melhor para ele.

As with any relationship, clear communication, healthy boundaries, and shared goals are foundational for success. If there is tension in the relationship, try focusing on helping your counterpart hit their goals and watch what happens…the high tide raises all boats saying comes to mind.