Telephone Account Management
Telephone Account Management
Calls to build the relationship, to solve problems, to resolve queries,and to spot opportunities within that account.
TAM calls enable regular contact with those accounts that may not receive face to face visits from you.
Unlike,
telemarketing
Account Management by phone ensures a regular calling cycle to a portfolio of accounts.
Telephone Account Management can compliment field sales activity to cost-effectively develop, build & retain customer relationships. The benefits of doing some of your business by telephone include:
* More cost-effective market and database penetration.
* Wider coverage of customer base – the number of quality telephone calls that can be made on a day-to-day basis exceeds the number of possible face-to-face calls.
* Telephone activity (objectives, content, and frequency) can be tailored to differing customer sectors and their needs.
* Consistency of sales message – dialogues can be developed to ensure customers receive the message that you want them to receive - every call. Dialogues are not scripts but call plans or maps incorporating key elements.
* Ability to measure progress – with modern telephone systems, telephone activity is easily measurable to monitor effectiveness and consistency.
* Field personnel can focus on key and strategically important accounts.
* Field and telephone personnel are able to work together to allow co-ordinated territory development.
* New business generation calls can be used to identify potential customers and develop name awareness, and grow the business.
Types of telephone account management calls
You may need to follow up quotations that have been made in order to convert the enquiry into an order, amend your records, or provide any other information needed.
You may sometimes telephone an existing customer to make sure they are happy with your products and services ( especially if there have been problems in the past ) You may telephone a customer who was really worried about something being with him on time to let him know it is on its way. On each of these calls you can take the opportunity to mention other products and services you offer, or to find out more information about the account for your sales & marketing system and activity.
Be aware that you may need to build the relationship with more than one person in the account – there may be users of your products or services who can influence the buying decision. Depending on the account, you will decide how frequently you will call them. There will be different types of call:
- Identifying the right person to speak to
- introductory call to decision makers or users
- Further calls to decision makers or users
Resource Centre
Information about telemarketing calls as part of your outbound strategy
Read our article on successful outbound sales calls
Article from Call Centre Europe on making the riht first impressions
The second half of the article deals with outbound calls, and beginning them effectively.
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