Are Your Reps Guilty of This Costly Mistake?

by Nancy Nardin on October 2, 2012

email Are Your Reps Guilty of This Costly Mistake?

Are your reps guilty of this costly mistake?

A rep from one of the world’s largest technology companies that sells enterprise (i.e. large corporate) solutions rang me up yesterday. I’m not looking to call the firm out publicly so I’ll refer to the 3-lettered company as SPG. The rep didn’t reach me live so she left a message.

Paraphrasing her message, she wanted to thank me for stopping by their booth at Dreamforce and asked whether I would have some time so she could learn about our current processes and see if there is a way they could help me. It wasn’t so much the content of her message—though there is much to criticize there — it was the fact that she called me at all. I have no use for high-end enterprise solutions. My company has less than 10 people. For her to call me was a complete waste of her time and mine. So why did she call and do your reps make the same mistake?

women image Are Your Reps Guilty of This Costly Mistake?I suspect that reps were handed a list of people from Dreamforce and told to follow-up. I didn’t stop at SPG’s booth. My guess is that they scanned me as I was walking by. Booth tenders see you passing and stop you to ask if they can scan your badge. I always say yes. This isn’t a bad trade-show practice. Much like panning for gold, you need to scoop up a pan-full of minerals before you can sift through it for the good stuff. The operative word here is “sift.” You don’t take a pan-full of minerals to the assayer. You sift first.

Sift through your leads before you start calling

One of the simple rules of selling is this: “don’t call prospects that will never buy your product.” You don’t need to know whether they will buy you just need to know that they might buy. This is what I refer to as suitability. Small companies are not suitable fit for large solutions and will therefore never buy them. Don’t call them.

Ideally, her marketing department would have pre-qualified the leads for suitability and this company is certainly big enough to have the resources (i.e. tools and technology) to do that. Had marketing pre-qualified the leads, I would not have been on the call list. Since that obviously didn’t happen, it is the rep’s responsibility to pre-qualify before calling. In this example, it would have taken approximately 15 seconds for the rep to go to my website. There, she would have seen that Smart Selling Tools is not a large enough company to be a suitable prospect.

You might ask, “Wouldn’t it take more time to qualify than to just pick up the phone and leave a message?” The call itself is only part of the equation. This is the string of events her message likely put into play:

  1. Left a voicemail
  2. Put me on a call/email contact attempt sequence
  3. Send me an email re: the voicemail
  4. Leave me another voicemail
  5. Continue until I either reply to tell her that I’m not a suitable prospect or until the pre-determined contact attempts have been exhausted.

What a waste of resources!

I don’t believe in the call first—ask questions later approach. If you ask your reps to call each lead without first knowing its suitability, you are hampering productivity and revenue growth. You have two choices. You can either run your list through a database service to check for company size or other relevant criteria. Or you can have a qualification team sift through the list manually by visiting websites or conducting other relevant searches. If you don’t have either option available to you, then make sure your reps know that they are to pre-qualify leads and that you don’t expect nor do you want them to call leads that are not suitable for your products or services. It’s too costly of a mistake any way you look at it.

Author, Nancy Nardin is the foremost expert in sales productivity tools. As President of Smart Selling Tools, she consults with many of the top sales productivity software vendors as well as end-user organizations looking to select the right tools. Click to get Nancy’s What & When weekly digest with invitations to complimentary webinars and informative publications. Follow Nancy on Twitter @sellingtools or subscribe to her Tool Talk blog. Nancy can be reached at 916-596-3035. To schedule a free 30 minute consultation click here.

{ 2 comments… read them below or add one }

Jill Fratianne October 2, 2012 at 9:54 am

Great article, however, I am going to have to play devil’s advocate here. Even though you are a small company and would not use this rep’s products… could there be a chance that you work with other Enterprise companies that you could influence? This is a great blog that I found on twitter, maybe you would right a review that could be passed on? One of the MOST costly mistakes is when reps start assuming things. You just never know who is on the other end. I think the more costly mistake is that he/she didn’t take the time to learn a little bit about your business before the call to have a more thoughtful conversation. This world is a very small place…

Reply

Nancy Nardin October 8, 2012 at 12:55 pm

Hi Jill,
Thanks for your comment. Good point: that the real mistake was not to do her homework. Had she done so, she would’ve learned that I am not a qualified prospect. But, as you suggest, she could’ve then determined if there was another legitimate reason to call.

And to your point, I would’ve been happy to take her call if she had made it clear that she had done her homework and offered an alternate reason for the call.

Reply

Leave a Comment

Previous post:

Next post: