How to Build an Outbound Sales Team

How to Build an Outbound Sales Team

How to Build an Outbound Sales Team – Top question from Google

What is outbound sales?

Outbound sales is the process of a sales team or salespeople initiating engagement with potential and existing customers. This could encapsulate trying to secure new customers, up selling to existing customers, or general account management. In contrast, inbound sales relies on a company’s marketing strategy to drive customer interest, and customers will contact the company to enquire about their services. This blog post will tell you how to build an outbound sales team.

Preparing to go Outbound

In the rush to go outbound many companies either overlook or pay little attention to the core foundation of every successful outbound sales campaign – their value proposition. Without this most campaigns will fail at best, at worst, they will fail you will lose market traction. you will lose your best sales people and you will also lose a lot of money.

A Proven Value Proposition

Many companies make the mistake of trying to scale their sales operations without a proven value proposition with disastrous effects.  Whether you chose to build your own outbound team or to subcontract to a specialist you need a proven value proposition.  The more time and money you invest on proving your value proposition will be returned ten fold in your results.  This does not just apply to Startups.  Those that believe they have already proven their value proposition can equally benefit by refining and fine tuning what they have. 

Words Sell

Whilst most of us would accept the importance of words in the world of Business to consumer few people in B2B dedicate sufficient time and energy to finding the right words to describe our products and services.  Ask and Pay per click specialist who is restricted to 30 characters for the headline and 90 for the description of the importance of word choice.  That’s characters not words.


We are blessed in the modern sales world with lots of great outbound technologies which makes the outbound process both easier and more productive. From intent data, to auto diallers, to call recording and artificial intelligence there are a plethora of great tools to choose from that will help your outbound team be successful. Be sure to invest the time and budget to arm your sales team with the technology they need.

Sales Leadership

An often overlooked area of business is sales management. Many sales managers have come from a sales background and were at some stage a top sales rep. Unfortunately the skills required for modern sales management are very different to just selling and the position of sales manager is a key hire for any business. Without a great sales manager your best sales reps will leave and the worst reps will stay which is the exact opposite of what you want to happen. Company culture is hugely important in any business and no more so than in an inbound and outbound sales team.

In short, without a proven value proposition and good sales management, you will spend more money and take much longer to get where you want to go. These three areas are an essential component for a scalable outbound process.

Consultative Sales Training
Outbound Sales Strategies

Building an Inhouse Team or Outsourcing

When developing an outbound sales team, sales managers and company owners have two choices. They can build an in-house sales team or they can outsource the process to an external agency or group of salespeople.

Each option has its own positives and negatives, and sales managers and company owners should consider these carefully before making any changes.

Through outsourcing their outbound sales operations, companies can hire people with a proven track record of success that they might not otherwise be able to afford.

Outsourcing can be more economic for some companies, as they do not have to resource staff training or office space for them. It can also provide more cost flexibility, as the salespeople will not be tied down to long-scale contracts.

In-house sales teams are much more likely to develop excellent product knowledge over time, which they can convey to prospective clients. Outsourcing can also result in a lack of control of the sales process, and the company cannot guarantee that the leads generated are of a sufficient quality until much later.

There are also concerns that an outbound sales team may not be as “bought into” your product, company or company ethos, and this could be purveyed to prospective clients.

Remember, a poor outbound experience is the fastest way to destroy your brand. Badly executed outbound calls will have a negative impact on your brand and could lose you valuable market traction.

Outbound prospecting particularly cold calling, is very different to responding to inbound sales leads. Your sales team and lead generation strategy should be built with this in mind.

web based sales training
Outbound Sales Strategies

What are outbound sales activities?

Outbound sales requires salespeople to go to the potential clients. In contrast, inbound sales where potential clients come to the company, either for more information or to buy their product/service.

Therefore, traditionally outbound sales does not include any marketing or product development tasks.

Outbound selling can be very labour intensive, and in the case of cold calling it needs a high volume of calls to have a meaningful impact on sales. This is because:

80% of cold calls go straight to voice mail – Sales Intel

It takes an average of 18 attempts to reach a technology buyer – Gartner

In addition to being labour intensive, outbound sales has a high churn rate in terms of staff. Many companies struggle to retain the people they have, let alone build a high performing team of SDR’s.

Lead generation is the starting point of an outbound sales process. Some company’s will have a dedicated in-house lead generation team, whilst others leave it for their general salespeople to handle.

In most cases when outbound sales is left to general salespeople it simply doesn’t happen. Sales people have a skill of always finding something “more important” to do than lead generation.

Outbound sales is a contact sport, pure and simple and requires salespeople to contact prospective customers. This could be by telephone, email, LinkedIn or face to face, however predominantly this is done via phone and email.

From our own experience SDR’s who use a multichannel approach are much more successful than those who are only using the telephone or email.

Often as part of the outbound sales role SDR’s will undertake what is known as sales qualification process. This involves a salesperson determining whether or not the lead is likely to become a customer or not.

Once the leads have been qualified, leads are typically then passed to a Business Development Rep whose responsible for any form of product demo and closing the deal.

In more traditional sales organisations this may include setting appointments for the companies field sales reps. The length of the sales process will depend on the target market, the industry and the customer.

As an outbound sales person you will be expected to do the following:

  • Research leads
  • Generate new sales leads
  • Qualifying inbound sales leads and build a sales pipeline
  • Setting appointments with potential or existing customers and follow the sales process
  • Follow up proposals
  • Cold and warm calling
  • Cold and warm emails
  • Social Selling
  • Customer service calls, with a view to upselling
  • Product demos
  • Account Management

Outbound prospecting is especially vital for companies with little or no marketing budget. This is this because in these circumstances, prospective customers are unlikely to come to the company in great numbers, and as such the company will have to go to the potential clients.

Outbound sales strategy

Having a great team of outbound sales reps important, but if they don’t have a good sales strategy to follow, they are unlikely to be successful. Creating a sales strategy should be one of your first tasks when establishing an outbound sales team.

A good outbound sales strategy requires the right sales playbook (script, methods etc.) and the right methods to measure success. Opinions on sales scripts vary, but if you develop a good sales script, it ensures a consistent approach and can help new sales reps get up to speed faster.

Our research here at Klozers, find that sales teams with playbooks are 33% more likely to be high performers. If a sales script is used, preparation should be used so the salesperson will appear to be talking as naturally as possible.

Different sales methods should be explored to see if they will result in more successful sales. For example, consultative selling could result in an increase in sales.

Preparation is key for a successful outbound sales strategy. Salespeople should have all of the data, scripts and tools they need before they start calling. They should also have an excellent knowledge of the products or services.

Whatever sales strategy is used, it is important that there are processes in place to monitor its success. If certain aspects of the strategy haven’t been successful, then either the sales strategy can be amended, or extra training and coaching should be organised.

Data can be used to monitor the most successful times to make outbound sales calls. For example, if the data shows that outbound calls are more successful on a Wednesday afternoon, then greater focus should be placed on this time, and team meetings should be avoided at that time.

Outbound and Inbound Sales Support

At Klozers the inbound and outbound sales process that we teach in our sales training is based on the success we have had in our own business. We will show you exactly the sales strategies and outbound methods that we use every day to target customers, qualifying leads, make a sales call, cold calling, cold emailing and drive customer engagement.

Furthermore, if you would like to optimise your inbound and outbound channels we can teach you how we use content marketing combined with search engine optimisation, to turn our website in to a lead generation machine.

We have a number of ways we support SaaS companies. From advice on recruitment and value proposition development, through to telesales, social selling training and strategy training, we can help you win more business, grow your business. and have more fun along the way.

Klozers has been selected among the Top Lead Generation Companies by Designrush

Consultative Sales Training | How Customers Want to Buy

consultative sales training course

Consultative Sales Training – Top question from Google

What is a Consultative Sales Approach?

Consultative selling is very different to more traditional forms of selling, as it doesn’t actually focus on selling. Instead, it focuses on building relationships with customers, listening to their problems and only then, offering them solutions to their problems.

Asking open-ended questions and active listening are key components of any consultative sales approach. This approach works because potential buyers are more motivated to buy products or services that meet their own needs, rather than the needs of the sales professional.

A consultative sales approach truly puts the buyer first. Instead of just selling any old product, or what happens to be on promotion that month, sales professionals using the consultative sales approach will look to sell products and services that match the exact needs of their buyers, which makes for more productive business development results and satisfied customers.

Instead of a scripted sales pitch, sales teams can use conversational skills and listen to their buyers personal and business needs. Only then do they provide advice and guidance, which includes being adaptable to the different challenges buyers may face.

The consultative sales approach is highly effective and can lead to far greater results for your business and better long term customer relations. Using other sales techniques typically results in salespeople chasing leads that are not a good match for the buyer. Whilst they may well win a first order, if the product isn’t right for the buyer and their customers, it is unlikely that they will build long term relationships.

However, using the consultative approach, the sales rep needs to listen to the customer needs and provide meaningful solutions, meaning your new customer can come back time and time again for your product or services.

It has become increasingly popular in recent years as sales reps and sales managers managers have realised that traditional sales techniques have become less effective, because buyers have become wary of sales pitches. Instead of being sold a product, people prefer their salespeople to take a genuine interest in them as a person and their business.

The key components of a consultative sales approach is as follows:

  • Direct route to market
  • Low volume of sales but high profit margins – less popular but still relevant with transactional sales
  • Requires high level of industry knowledge with experienced sales people
  • Higher cost to employers, with lots of training required
  • Medium to long length sales cycles

Consultative selling requires a change in mindset. Instead of going out to sell, salespeople will need to go and have a conversation with potential buyers, in a structured and reputable manner. Building trust first with any potential buyer is a big aspect of consultative selling.

Initially a lot of sales people struggle to adapt to the consultative sales method, as they are almost hard wired to sell products and services via the traditional features and benefits method. However, if you choose to adapt a consultative sales approach, it is important to stick with it, as modern buyers have become more resistant to being sold products.

Steps involved in Consultative Selling

1. Research potential buyers thoroughly before contacting them

Before engaging with potential buyers, it is important that the salesperson researches the potential customer, thoroughly and effectively. If the salesperson is used to a more traditional fast-paced sales environment, taking the time at the onset of the sales process to research may seem like an alien process.

However, first impressions matter, and considering the consultative selling method prides itself on expert knowledge, you need to make sure that you have done enough research. Similarly, consultative selling involves asking probing questions, and without enough research it can be difficult or almost impossible for salespeople to ask probing questions.

2. Define the Symptoms – What are the symptoms of the problem the potential customer is facing?

During this first step the salesperson will try to get an understanding of the issue at hand. Here the salesperson will play a role of expert consultant, where their expertise of the industry can be used to discuss the issues.

It is likely that the buyer may only have a surface-level knowledge of the symptoms, therefore the expertise of a consultative salesperson is vital.

At this stage, it is vitally important that the salesperson doesn’t revert to a more traditional techniques and try to sell products or services. This is because, it is very early in the process, and it is unlikely that the salesperson will have formed a fully rounded understanding of the issues at hand, and could recommend the wrong solution.

3. Root cause analysis – ask the buyer questions to understand and diagnose the underlying causes.

During this stage, the salesperson will need to dig deeper into the problem, and find out what is causing it.

By digging deeper into the problem, the salesperson can use their knowledge to generate powerful questions that will reassure the buyer that they are dealing with an expert in the field, and that they can use their expertise to offer solutions to their problem.

This step can be a really powerful tool to build the buyers confidence in the salesperson.

4. Business impact – Ask how the issue is impacting on the business. Does it impact on morale, performance, profitability or all three?

At this stage, the salesperson and the buyer have agreed on a diagnosis of the issue, and they will now begin to understand how this impacts on the business.

If the issue has very little impact on the business, in terms of profitability or revenue, then it is very unlikely that the buyer will look to make a significant contribution (either financially or with their time) to finding a solution.

If this is the case, or if the salesperson knows that their product or service isn’t the solution to the buyers problems, then the salesperson should cut their losses here.

5. Financial Impact – Find out how much the problem will cost the business if they do not fix it.

Identifying the financial impact of the issue is another major milestone in the consultative sales method. This can be easier to measure in objective measurements, such as monetary values, rather than subjective measurements such as staff morale or culture, which are far more difficult to monitor.

If the financial impact runs into the hundreds of thousands of pounds each year, and the solution only costs £10,000 then this could be a very attractive proposal for the buyer. Alternatively, if the solution costs £100,000, and it would only save the company £10,000 each year, it will be a much less attractive proposition to the buyer.

6. Personal Impact – Find out how the problem affects the buyer personally – how does it affect their day to day job?

Potential buyers are far more likely to be convinced by a solution, if the issue directly impacts upon them. This is why when using the consultative selling skills, it is vitally important to make sure that you are speaking to the right person.

If the salesperson and buyer are involved in a complex sales solution, it is likely that the 6 step process above may need to be repeated. It may also need to be repeated with different departments and stakeholders. Whilst this inevitably adds to the time taken to sell a product or service, patience is an important aspect of consultative sales.

consultative selling skills
Consultative Selling Approach

What do you need to be a good consultative salesperson?

Consultative selling requires some key selling skills which aren’t necessarily associated with more traditional selling methods. This includes:

  • Active Listening – traditionally salespeople aren’t renowned for their listening skills, but under the consultative selling method, using active listening is a key requirement. Not only does it help understand the buyers issues, it also helps you stand out from the crowd. As buyers are being turned off by hard sales pitches, if a buyer needs to choose between two similar products, they may choose for the one with the sales person that genuinely listened to their issues.
  • Emotional intelligence – This covers peoples ability to evaluate, perceive and control emotions. Buying and selling remains an emotional process, and it is important for salespeople to respond to the buyers emotions.
  • Expertise – Because consultative selling requires the salesperson to really delve deep into issues, it is important that sellers are experts in their field. However, no one wants to be overawed with information, so the salesperson will need to communicate their expertise efficiently.
  • Domain knowledge – Similar to expertise, salespeople will need to have a specialised knowledge of the whole domain. Not only do salespeople need to know what their customers want, they need to know what their customers’ customer want.
  • Self-awareness – Consultative salespeople will need to understand and manage our thoughts and the impact that can have on people.
Consultative Sales Training
Consultative Selling Approach

What questions to ask?

Asking the right questions is probably the most important part of consultative selling. Asking aimless questions or having an unstructured conversation with a potential buyer, is unlikely to either build rapport or project confidence. Whilst consultative selling doesn’t involve hard selling, salespeople can still funnel a conversation one way by using structured and well designed questions. Using specialised questioning techniques when combined with active listening and the required expertise can be a winning combination.

There are several types of consultative selling questions. They are:

  • Open ended questions – These are used to gather further information
  • Closed questions – Should be used for confirmation
  • Summary questions – Sales professionals should will summarise or paraphrase the prospective buyers statement and turn it into a question. These are used to confirm the correct understanding of issues.
  • Funnelling questions – These channel the conversation through a particular area.
  • Redirect questions – Sales Professionals should use these questions to control the conversation and move the sales process forward.
  • Opposing redirect – These questions is answering a question with a question back to the buyer.
  • Presumptive questions – Presumptive questions are questions when the salesperson knows or presume the prospective buyer does not know the answer.

Which Products and Services are best suited to Consultative Sales Techniques?

The great thing about Consultative sales techniques are that they can be used in almost any industry, or with any product or service. Our own clients sell a wide range of services from Waste Management through to Aircraft Manufacturing each using a consultative sales approach.

Furthermore, once you have mastered the system it can be as flexible as possible. We have clients using a consultative sales approach and closing deals on one inbound sales call, and we also have clients using the exact same consultative approach to close large enterprise deals through a six month sales cycle.

What is Consultative Sales Training?

Consultative selling requires a change in mindset and as such effective training is vitally important. As a specialist sales provider we offer training in consultative sales, and a range of courses from giving people a solid baseline understanding of the method through to those seeking to master the sales techniques.

As an international training provider we believe that sales teams learn better if they are doing the task, rather than reading text books or watching a presentation, and as such part of our training includes role place sessions. Consultative sales training also cover all aspects of the sales process, including social selling techniques.

It is also important to remember that consultative selling requires ongoing reinforcement training, so you should consider booking in several sessions, to ensure that your sales team do not revert to their natural selling habits.

Outside of training, under any sales technique it is important that sales professionals have enough support and encouragement. This is even more important under the consultative selling technique. Sales coaching from a sales manager between training sessions, can be a vitally important resource.

You can check out our course on consultative sales and book online here.

Sales Training and Consulting for B2B Companies

sales training and consulting

Why invest in Sales Training and Consulting?

There are normally two reasons companies invest in our Sales Training and Consulting services. Firstly, they are often in a hurry to find sales growth and are looking for a short cut, a growth hack. 

Often these companies would eventually find the right strategies and tactics themselves, but they may be keen to capitalise on their first mover advantage or satisfy the needs of external investors. 

For these companies we provide a shortcut, we help them avoid the pitfalls and roadblocks that every growing  business experiences. 

When you engage with Klozers your team has access to over 70 years experience in B2B sales and marketing. 

Our sales training can help you get the best out of your team, alongside our consultancy services that will help you deploy the changes identified by our consultancy

Let’s take a closer look at why it makes so much sense to use sales training and consulting services together.

1. Why sales consulting compliments your sales training?

Many companies make the mistake of rushing into training as the solution to improving sales performance. 

Indeed, training may be part of the solution, but it is never the whole solution.  Before any training takes place it’s important to understand the root causes of the challenges within the sales department and only when we truly understand the problems can we prescribe the best possible solution. 

By rushing into training we would be assuming that everything else that affects sales is 100% perfect, and that is simply never the case. 

As with anything, the greater the investment upfront in terms of the diagnosis, the more effective the training will be. 

This is because the training can then be customised to meet the exact needs of the business which makes it much more impactful.

Sales Training and consulting companies

2. Why is Sales Training so effective?

Sales training builds both skills and confidence, and those are simply unbeatable in front of a customer.   

The best salespeople are like athletes and they are hungry to learn more and stay at the top of their game. 

The reason they are so good is that they are constantly looking for an edge, an advantage, and this keeps driving them forward. 

These are small but important things that make the difference and gets more deals over the line.  Our training is designed to keep your team at the top of their game and help them benefit from the very latest insights and industry best practice.

Our sales trainers work hard to keep your team engaged and motivated during training sessions, using a range of mediums to maintain their attention and inspire them.

Your sales trainer will help your team sell more effectively whether that be over the phone, in-person or online.

They can help them improve their lead generation, closing and account management skills, and provide indispensable mentoring services.

3. What happens before training takes place?

Before your training sessions begin, it’s important to identify what you want to get from them. As a sales training provider we offer bespoke services that are based on your specific needs and challenges.

We can provide a full sales consultancy service in advance of any training.  This would typically include an evaluation of your current sales unit in relation to sales maturity and best practice.

We can also provide full training needs analysis so you can gain a better understanding of your requirements before staring any training course.

For sales training to be effective, they need to be delivered in a way that maintains your teams’ attention, which means your sessions will include a great deal of interactivity.

Our sales training sessions include a range of demonstrations, exercises, games and roleplay.

Sales Consulting Services
Sales Consulting Services

4. What is the aim of Sales Training

Our goal as a provider is not to deliver sales training, but to deliver results. 

Therefore we believe the goal of Sales training is to help you meet a range of sales goals faster than you would if you were to continue without any intervention.

Not every company’s needs are the same, but businesses often invest in sales training because they want to improve their staff’s sales skills, close more deals, create more conversions, make their staff feel more supported, improve morale and boost the average value of their sales.

However, ultimately all of these lead to one overall benefit – an improvement in results. Some companies invest in training because they have identified a particular problem that needs addressing which is being caused by a skills gaps within their businesses.

Training may also benefit your team if they seem to be lacking direction, or are feeling unmotivated. A lack of motivation can often occur because staff are unclear on what their roles are, or because the current strategies they are using are not working.

In many occasions this is why Sales consultancy is a perfect fit alongside sales training as it can also help you identify and deal with additional challenges.

5. How can a Sales Consultant help our business?

A sales consultant will help your business by taking a close look at your current situation, identifying strengths and weaknesses, and helping you make positive changes to drive revenue growth.

If you are not currently meeting your sales targets, our sales consultants can help you find out why this is happening and develop strategies to address the issues.

Our experienced consultants can help with optimising your sales processes and ensuring you get the maximum conversion ratios from the leads you are generating.

With our years of experience in B2B sales our sales consultants can introduce you to specific resources that will support your business.

These can include lead generation, marketing, sales tracking, and training programmes and software that will give you a better insight into how your sales team are performing.

Sales Consulting System
Sales Consulting System

6. Adding Sales Experience to your Leadership Team

When you are immersed in the day-to-day running of your company, it can be hard to assess your situation objectively.

It’s often impossible to find anyone around you who is not objective as your team all have a role which in some way will make them subjective. 

Our sales consultants aren’t just there to identify problems that you weren’t previously aware of, we are completely hands on and happy to work alongside your team to implement any solutions.

Where applicable we will highlight your strengths and help you make the most of the resources that you currently have. In most cases this revolves around the creation of a sales plan, which we work with you to develop and if required are happy to help with executing against the plan. 

Our consultants will work with you to help you improve relationships between departments and colleagues. For instance, we are often called upon for detailed advice on aligning sales and marketing departments so you’re delivering coherent messages to your customers.

Indeed aligning sales and marketing is one of our most popular services.

7. Which Companies benefit the most from Consulting Services

We typically have two types of customers of our consulting services.  The first are larger organisations who already have a Sales Plan in place. 

They need help executing and delivering against the plan as they simply lack the internal resources to do this themselves.

The second group are those looking for external and objective advice.  In some cases they have seen a substantial decline in sales recently or aren’t meeting their targets they need to reach and hence are reaching out for support.

These businesses hire us because we have a track record of turning companies around. Alternately you may need external support if you have experienced changes in your industry and you’re struggling to keep up with your competitors.

Companies also may hire us because they feel missed sales targets are starting to affect morale and staff retention rates.

By investing in training and consultancy services, you can show your team you’re determined to improve and start achieving more.

8. Build a Selling System

It’s also common for companies to invest in sales consultancy services because their sales processes are confused and unclear, with team members pulling in different directions.

We are a huge advocate of having a selling system. Finance has a system, operations have a system so why not sales. Building a repeatable scalable selling system is simply a must for any business.

By mapping this out we can help your salespeople to understand how and where they can influence buyers and sell to people on different parts of their journey, helping you secure more sales.

Our consultants can also help you gain a richer understanding of the data available to you, from both your marketing automation and CRM platforms

In many cases our clients either don’t have enough data or they are overwhelmed by data, and miss out on the most important parts.  Either way we can help.  

In Conclusion

Sales is an ever changing environment and more and more businesses are improving their performance, staff retention rates and workplace morale. 

For most of use this means competition is tough and by investing in our sales training and consultancy services we can give you that edge you need to not just compete, but win.  

Sales consultants and trainers can provide invaluable mentorship, help you identify and eradicate weaknesses, and help you make the changes that you need to not only survive but prosper.

Our team can breathe new life into your organisation and inspire people throughout your company. Whether you’ve been missing your targets or are simply ready to build upon recent success and take your business to the next level, there are many great reasons for hiring sales training and consultancy professionals.

If you are ready to hire a sales trainer, sales consultant or both, come and talk with us.


Sales and Service Training Courses

If your business is typical, up to 80% of next years revenues will come from this years customers.  Despite this many organisations give little or no thought to customer service, viewing it merely as a cost to the business. 

In many cases customer service is a cost to the business, however, survey after survey shows customer service as a core component of your brand.  In certain cases some brands who understand the commercial value of great customer service, use it as an opportunity to cross sell and upsell, thus driving additional revenue into the business.

There are so many great statistics for investing in sales and service training once you look into it, it’s difficult to ignore. As an example studies show that 82% of customers leave because of a poor experience and of those 73% leave because of a reaction to rude staff. 

Structured and well supported training can help your team meet your customers expectations and even exceed them. The right sales and service training can make your team more adept at winning customers’ trust, whilst boosting your teams confidence.

The best sales and service training programmes are designed to help companies move away from customer service and towards customer experiences.


How can Sales and Service Training help my team?

Often the biggest challenge in business is winning new customers.  Given that’s the case it surely makes sense to do everything possible to not only keep those customers, but to maximise the revenue from them. 

Most service issues have a simple root problem, for example, 55% of customers are leaving because of delays in resolving a dispute and 51% are leaving because of poor staff training.  What’s possibly most important to note, is that all these problems can be easily remedied.

Sales and service training can give your team a system to measure, track and consistently improve your customer service and sales.  This will help change the mindset of your team, enabling them to make a real impact by being able to identify what matters most and take action to improve. 

When done correctly training can enhance your workplace culture substantially and provide your sales team with additional skills that can benefit them personally throughout their careers.


Why Sales and Service Training is Important


Sales and Service Training

Close More Deals and Learn New Skills

Most companies are unaware of the potential sales opportunities they have with existing customers. With repeat customer spending up to 67% more, sales and service training is more than just handling complaints and returns. 

A big part of resolving customers problems should be finding new solutions to the problems customers encounter.   In most cases the problems that customers experience are actually the best opportunities for cross selling and upselling.

Training can introduce your team to new strategies and tactics that they may simply never come across before. In addition to external input, there are often great lessons that can be shared internally, and these should be captured and documented for the benefit of others. 

Training will help your team become more familiar with your own company’s best practices. In a well structured sales and service training programme, your staff will not only learn new techniques, but also find out why they are so effective and which situations they should be deployed in.


Benefit from External Sales Specialists

Often a key benefit of sales and service training is that it gives your team a chance to take onboard new ideas and strategies from outside the business.  In many cases they are more open to learning from external facilitators with an in-depth knowledge than from internal colleagues.

Sales and service specialists can give your team more than just the skills they need to engage potential customers in meaningful conversations.  They can help you explain on your customers terms why your products and service may be a good fit for them.

Sales and service training will help your team use the product knowledge and information that they have about your products and services, and turn this into powerful questions that make the buyer want to buy rather than them having to sell to them.    


Retain the Best Staff

Many companies are now switched on to the fact that it’s easier to retain quality staff when you invest in training courses for them.

If your team members feel you aren’t investing in them, there’s a high possibility that they will move to a company that will. Investing in training shows your employees that you are eager to help them improve.

When staff receive quality training, they tend to feel more supported, which in turn boosts their confidence. Recruitment costs to replace team members can be incredibly expensive and take up an inordinate amount of management time.  

It’s therefore important to try and keep hold of the employees that you have already invested in and continue to develop them.

benefits of sales and service training


Sales and Service Training

Should Managers attend Sales and Service Training?

Sales Managers are responsible for the day to day activities and performance of those activities for members in their team

Your Managers set the bar in terms of what is acceptable performance and what is not.  With this in mind, it’s important that sales managers attend every sales and service training along with their staff so they can hear the information first-hand.

When managers know exactly what’s covered and agreed during training, they can ensure their staff apply this knowledge to real-life scenarios and coach them if they are struggling.

Sales training often includes an element of goal-setting, which is yet another reason why it’s so important for managers to attend. It’s important for the managers to set realistic, yet achievable goals, rather than targets that are out of your team’s reach. 

Failure to do this will simply harm the confidence of the team and demotivate them.


Increase your Customer Satisfaction Ratings

Training like everything else in your business needs to deliver a return on your investment.  Whilst not everything should be judged by customer service scores, any service training should ultimately  improve your customer satisfaction ratings.

Customer expectations are arguably higher than they have ever been and today’s customers expect to receive high-quality service more than ever before.

If they have a bad experience with a member of your team, they’re likely to make their opinions public and Social Media can amplify bad news like never before. 

Customer Service training will not only teach your team to deliver the best customer experiences possible, but also turn your happy customers into advocates for your brand, thus generating new business referrals.


Omnichannel Customer Support

Modern customer service training often starts before your customers have even made a purchase.  In most cases your customers first interaction with your brand is either your website or social media pages. 

It’s important to include these as part of your wider customer experience strategy. This is supported by many statistics for example, using three channels instead of one for marketing campaigns results in a 287% higher purchase rate. 

Providing Omnichannel customer support helps your team keep your clients happy across a range of channels and mediums. It can help them communicate with your customers better not only over traditional channels like the phone, but also via live chat, email, social media, SMS and other platforms.

The most successful customer service teams around today adopt an omnichannel approach with research showing that companies with an omnichannel approach experience a 23 fold increase in customer satisfaction.

We believe it’s really  important to include these areas in your service programme. Many companies are failing to meet their customers’ expectations which makes it easier for you and your team to stand out from the crowd and win business from them.  


Sales and Service Training Course


Sales and Service Training

Build Expert Product Knowledge

No matter the industry customers want to deal with experts and not agents who are simply following a call centre script.

Sales and service training encourages your team to get to know your products inside out so they can answer any and every relevant question they might be faced with.

If sales reps don’t have the knowledge that they require, they are more likely to leave customers feeling frustrated, with the customer going on to air their feedback publicly.

The more your reps know about your products and services, the better they can address customer pain points and explain why your solutions are the answer to their problems. 


Enhance Customer Loyalty

Repeated studies show that customers tend to be much more loyal to companies that offer outstanding customer service. Many of today’s customers say that customer service is more important than price when they’re deciding who to do business with.

By investing in sales and service training, you can attract and retain more customers and gain a real edge over your competitors.  Part of your overall programme should include how you plan to collect and share customer reviews. 

With 70% of people taking action based on customer reviews this is an essential component of every sales and customer service training.


Resolve Disputes Quickly

Delays when resolving complaints can often be the straw that breaks the camels back with 55% of people leaving a brand because of delays in resolution.

Sales and service training can help your reps resolve complaints quickly which is important when dealing with angry and frustrated customers.

Training can help them show tactical empathy when they are dealing with an angry customer and enable them to steer the conversation in the right direction, no matter which medium they are communicating on.

Understanding active listening skills can turn your team into better, more helpful listeners that pay close attention to what your customers have to say and then use the skills and information they have to deliver the best outcome possible.



Customer Service Training

Unlike traditional customer service training courses, Klozers provides the latest in business simulation software, that allows your team to experience a 2 year customer experience transformation program in 1 day.  

Our state of the art business simulation goes way beyond basic communication skills and helps your sales team understand customer expectations, sales process, and what truly drives sales performance across the organisation. 

Designed specifically as a holistic cross departmental our customer service courses are designed to engage everyone from your front line sales team, product and services teams and company management.  

The customer service training includes two options as follows:

Enterprise Customer Service Training

SaaS Customer Success Training

Please contact us for further information.  

customer service training courses

In Summary

How important is retaining your existing customers? 

How valuable would the extra revenue be if your customer service team were actively cross selling and upselling throughout their day?  

Investing in sales and service training will make your staff and customers much happier. If you look after your staff they will in turn look after your customers. 

If you feel you need to make improvements in these areas, please give us a call. We would love to work with you and make the sales and service goals you have in mind a reality.

12 Critical Objectives of Sales Management

Objectives of Sales Management

The Objectives of Sales Management

There are many objectives and goals for sales management and the importance of each will vary from business to business. 

Business to business sales can be complex, with many variables and whilst the obvious objectives of revenue, profitability and growth are important it’s easy to argue a case for the plethora of other objectives such as customer satisfaction, team morale, employee retention. 

Effective sales management is the key to running every successful sales team. When sales management is executed correctly, the rest of your enterprise benefits.

Sales managers are responsible for inspiring teams, leading by example, maximising profits and providing customers with the best experience to make sure they return for more.

We’ve resisted the urge to include the all to common piece around smart goals, because we assume your past all that and looking for something more meaningful. 

So, we’ve listed below what we believe to be the main objectives of sales management, enjoy.

1. Sales Plan

We’ve listed sales plan at the very start because of it’s importance.  Without a plan it’s difficult to track progress, meet or exceed your goals and align your sales team around those goals. 

Quite simply, the sales plan ensures that not only is everyone on your company boat rowing in the same direction, it ensures that the boat itself is going in the right direction.

As with any objective or goal, the sales manager should be measured on the execution of the sales plan. 

For some reason the majority of companies do not have a sales plan and miss out on the many benefits they bring.

2. Sales Strategy

Strategy is listed in the dictionary as “an approach” and although it sounds simple coming up with the best approach or strategy to how you gain maximum market penetration with the budget available to you is never easy. 

At best if you nail your sales strategy sales will take off and at worst you will find that sales become like wading through treacle.  An eternal hardship that consumes any profits you dreamed of as it sucks the life from your business.  

Once you’ve agreed on a strategy you need to review this on a monthly basis and adjust as required. 

Beware however, of changing your strategy before it has had a chance to mature or you might just end up going round in circles.  

Once you’ve decided on your sales strategy the next challenge is aligning all your resources including the sales team and executing on that strategy. 

How to manage sales activity

3. Reporting and Metrics

Before you start to implement and share your strategy and sales plan you will need to give some thought as to how you are going to measure your progress. 

Data is the new oil and Sales reporting is an essential part of the modern sales managers day to day activities. 

Your reporting system should  tell you everything from how well your reps are performing on a daily basis, to the cost of customer acquisition on your latest sales campaign.

Reports will tell you which areas you are succeeding in and areas need your attention. You should draw up a list of baseline sales metrics and then from there you can measure progress towards your targets.

In almost every scenario, you will be asked to generate Management Reports for your board and these will include things like your current sales funnel/sales pipeline which will provide information such as how many live deals you currently have in your funnel, the average size of each deal and the average length of the journey through the funnel.

It’s critically important that you not only can generate the right reports, but that you can interpret the results in a meaningful way.

4. Sales Performance

There is no one individual who has as much influence over sales than the sales manager. 

Every day the Manager sets the bar between what is acceptable and what is not, in terms performance from their team. 

They are responsible for not just managing, but also the training, coaching and development of the sales team. 

Every salesperson wants to sell, every salesperson wants to be part of a winning team and the sales managers that succeed are those that focus on 2 things:

  1. They do everything they can to help salespeople sell more
  2. They do everything they can to develop their salespeople.

Unfortunately, as the manager has the power to make everything a success, they can also be architects of their own failure.

5. Key duties of the Sales Manager

Sales managers are tasked with developing sales teams, coordinating all operations within sales departments and identifying and implement the right sales techniques to deliver success.

Although the aim is to meet sales targets, it’s not uncommon for these aims to be surpassed.

The right sales management processes can give you a substantial edge over your competitors and ensure your company is thriving rather than simply surviving.

As a minimum the sales manager should address the following areas in their plan. Strategy, Process, People, Channels, Technology, Customers and Leadership

Sales Management Framework
Objectives of Sales Management

6. Team Morale

Morale is extremely important when it comes to building a winning sales team. The more inspired and confident your team are, the more they will achieve.

This is why it’s so important to ensure each member of your team feels listened to and respected. The easiest way to do this is by including them in the sales planning wherever possible. 

Provide real-time information on as much as possible including things like the exact costs to the business to employ them, the profitability of your sales and how many deals they need to close to breakeven in terms of their own cost to the company.

Transparency is essential, so make sure each member of your team knows how well you’re currently performing.  

What’s also important in terms of morale is being completely fair and not having any personal favourites in the team. 

It’s normally easy for managers not to have favourites, however, many find it more difficult to deal with disruptive sales reps and often ignore them rather than look to resolve the problem. 

Often times the most disruptive sales reps can be a top performer but you will still need to let them go if you feel they are damaging the overall morale and productivity of the team.

It’s incredibly important to foster a positive workplace culture where workplace friction is addressed as soon as it arises.

7. Setting realistic but ambitious targets

When it comes to setting your sales targets it’s vital to strike a balance between being ambitious and being realistic.

If your targets are unrealistically high, your sales team and your sales team fall so far behind that they don’t believe they can hit those targets, they will quickly become demotivated. 

We recommend that you include your sales team as part of the planning process to help you set your sales targets. 

By doing this you are much more likely to get buy in from the sales team and as the manager, you can still guide the team to create targets that are challenging.

Unrealistic targets will only serve to  damage morale substantially and in turn, this will lower the overall performance of the team.

Managers should guide and coach their team members through the entire period of the targets to help ensure they remain on track and re-motivate them if they begin to lose confidence.

Managers typically have lots of experiences and skills that they can draw on from when they were a salesperson that will support their sales reps.

8. Building a sales funnel

Creating a sales funnel that continually is topped up with new, high quality sales leads is one of the most important objectives of sales management.

A sales funnel, also known as a pipeline is used to outline each step a customer takes throughout their journey towards making a purchase.

In B2B sales the salespeople are responsible for moving the deals or opportunities through the sales funnel. 

There is nothing more demotivating to sales reps than the struggle to fill the sales funnel with new leads.  It’s therefore important that you work with your marketing team to ensure a continuous flow of good quality sales leads.

If you are using Sales Development Reps (SDRs) to generate their own sales leads then you must give them the strategies and tactics to generate those leads. 

Tactics like cold calling and cold email campaigns do work but they on their own it is a slow way to scale your business. As the sales manager it’s your responsibility to break the entire sales process down into easy, manageable stages.

Sales funnels enable salespeople to remain organised and in control, especially when used in conjunction with a good CRM system.

With the right CRM dashboards in place Sales reps can easily see the progress they have already made towards their sales targets. 

This in turn will inspire them to continue focussing on moving deals through the sales funnel.

9. When can I expect results?

In our experience every overnight success has taken years of hard work to get there. With that said, you should see early indications of success in months, not years.  

It’s important to manage expectations and collectively agree what success looks like in the initial phases. 

This is why we are such advocates of creating a sales plan that everyone can align themselves behind. 

Your sales plan should identify what we call the lead indicators rather than the lag indicators for success and you can start tracking them immediately.  

It’s unlikely your sales management will deliver exceptional results immediately but with planning, patience and persistence you will slowly turn the ship around.

Trial-and-error can play a big role in helping you create the right sales process for you.

Even when you start seeing the results that you’ve been aiming for, you should always be prepared to make amendments as customer behaviours and requirements, technology and markets change.

10. Motivating your Sales Team

As a sales manager, you will be tasked with overseeing things like data, technology, processes and sales pipelines which you may or may not find easy.

However, often the biggest challenge is people management and listening to your team is very important. 

It’s essential to ask your team what drives them and what their personal goals are and then tie them into your own business objectives.

Not every member of your sales team will be motivated by money alone, so try to find out what else drives them and why they were interested in a career in sales in the first place.

It’s also essential to deliver additional support for those members working remotely during any lockdown period.

Some team members will be comfortable working from home, whilst others will prefer to be out in the field visiting customers and working in a busy office environment.

11. Do great salespeople make great sales managers?

One problem many companies encounter is that not all great salespeople make a fantastic sales manager.

Being a sales manager requires a whole host of different skills not required by salespeople, and it may take time to start seeing success once you’ve moved from making sales to overseeing them.

Most of the key tasks assigned to sales managers are strategic versus the tactical skills required by salespeople. 

For example, data analysis is hugely important for every sales manager, as is planning, strategy and people management. 

In addition, identifying realistic goals, hiring the right salespeople, creating incentives, arranging ongoing training and learning and matching the right kind of guidance to specific individuals in your team are all important.

12. Learning & Development

It’s easy to overlook training as a Sales Manager because there never seems to be any free time for developing your team or indeed yourself. 

Training falls into the category of important/not urgent and because of this it often gets overlooked.  In nearly every case the salespeople who don’t want training are those that need it the most.

Learning and development starts by hiring the right salespeople and only recruiting those who are driven and determined with great people skills.

The team that you inherit may be very different from this and it’s your objective as the sales manager to improve the team that you’re working with over the coming months or years.

It’s also important to seek out coachable people as these people are great learners and will continuously improve given the right support.

You will encounter people that already have good sales skills but seem unwilling to continue learning or taking feedback and this can become a problem. 

These people not only don’t want to learn but they don’t want others to learn either and can sabotage and undermine your leadership. 

Under these circumstances, as long as you have done everything possible to try and support these people if they still refuse then you will have no alternative to letting them go.

If you’re able to offer real-time information that you can display in the workplace, you should certainly do this as this creates incentives and keeps your salespeople’s eyes on the ball.

Transparency is essential, so make sure each member of your team knows how well you’re currently performing.

In conclusion

Sales managers are arguably the single most important part of your sales team and the right manager will help you achieve outstanding results when they build an exceptional and focussed team that they take the time to support.

They will ensure the organisation has the right people, structures, technology and sales processes in place progress which can be tracked and clearly visible for all the stakeholders. 

By ensuring team members remain willing to learn and committing to learning more themselves, sales managers can deliver real success, even in the most competitive markets.

Sales Negotiation Training

Key Negotiation Skills – Introduction

There is a common misconception that sales negotiation skills are only required towards the end of the sales process.  The part in every sales process where costs and terms are agreed.  Whilst this is undoubtedly true, it’s also true that the best salespeople are negotiating all the way through the sales process.  In fact every Professional salesperson negotiates, every single day which is why it’s an important part of any training programme

From negotiating with their children on what to have for breakfast, to negotiating with a Partner on where to go for dinner.  In between times they will negotiate workloads with their line managers, negotiate meeting times with co-workers, negotiate dates & times for appointments with prospects and lastly negotiating sales contracts, project delivery and aftercare contracts.  In short, Negotiation is actually unavoidable, and the ability to Negotiate is a core skill for every Salesperson.

Planning for Sales Negotiations

Like most things in life when it comes to Negotiation knowledge is power.  The more information you have and better prepared you are then the more likely you will achieve a successful negotiation. Follow the information below to discover how to research and plan your next negotiation.

Sales Negotiation Goals

These are the needs, wants and desires of the parties involved in the negotiation.  In business this can be complicated as not only may both sides have differing goals, but parties within each side may have differing and even conflicting Goals.

Goals can be subjective for example “We need to increase the confidence of our people.” or they can be more objective like “We need to reduce our overheads by 10 this quarter”.  Either way it’s important to know both your own Goals and that of the other side.  Important questions you must ask are:

  • Have we identified all the Goals?
  • What are the Prioritised Goals?
  • What are the Business Goals?
  • What are the Personal Goals?
  • Are there conflicting Goals?
Business Goals Examples Personal Goals Examples
Strategic Security
Change Satisfaction
Growth Peer Pressure
Improvement Financial Gain

Please note Goals are NOT the same as outcomes.


Goals – George is 65 years old and would like to retire (Goal).  In order to fund his retirement he needs to sell his business but no one wants to invest a large sum of capital.  Mike would like to buy a business (Goal) but does not have any capital to invest. 

The Outcome is the Negotiated agreement that they come to.

Negotiation Options

These are all the possible solutions that satisfy the goals of both parties.  They are all possibilities that both parties agree or say Yes to.

By investing time to explore all the Options then you are more likely to find:

  • Alternative solutions
  • Enable both parties to achieve their goals
  • Reach the Best Possible Agreement (BPA)


Goals – George is 65 years old and would like to retire (Goal).  In order to fund his retirement he needs to sell his business but no one wants to invest a large sum of capital.  Mike would like to buy a business (Goal) but does not have any capital to invest. 

Option – George can sell his business to Mike but rather than invest a lump sum he agrees to pay George on a Monthly basis from the profits for the next 5 years and hence fund his retirement. 

Criteria for Negotiation

Criteria are the “terms” of any possible Option


Goals – George is 65 years old and would like to retire (Goal).  In order to fund his retirement he needs to sell his business but no one wants to invest a large sum of capital.  Mike would like to buy a business (Goal) but does not have any capital to invest. 

Option – George can sell his business to Mike but rather than invest a lump sum he agrees to pay George on a Monthly basis from the profits for the next 5 years and hence fund his retirement. 

Criteria – George needs to guarantee a minimum payment every month regardless of the profitability of that month.  Mike needs to ensure ensure he will not be liable for any warranty, liability or compensations claims from the period before he take responsibility/ownership of the business.

Get expert Sales Negotiation Training from our Sales Coaches

CNA – Cost of No Agreement

Not all Negotiations end in an agreement, it is therefore vital before entering into any Negotiation that you first work out what the Cost of No Agreement is for both parties.  The costs of no agreement can be both Objective and Subjective.


Goals – George is 65 years old and would like to retire (Goal).  In order to fund his retirement he needs to sell his business but no one wants to invest a large sum of capital.  Mike would like to buy a business (Goal) but does not have any capital to invest. 

Option – George can sell his business to Mike but rather than invest a lump sum he agrees to pay George on a Monthly basis from the profits for the next 5 years and hence fund his retirement. 

Criteria – George needs to guarantee a minimum payment every month regardless of the profitability of that month.  Mike needs to ensure ensure he will not be liable for any warranty, liability or compensations claims from the period before he take responsibility/ownership of the business.

CNA – George does not have the financial resources to retire (Objective) however he has been trying unsuccessfully to sell his business for three years and is now desperate (Subjective) for a solution.  Mike is keen to buy a business (Objective) but knows there are hundreds of businesses for sale and he is pretty relaxed (Subjective) if this deal doesn’t go through another one will come along.

The Subjective Cost of No Agreement can be more powerful than the Objective ones as people make decisions emotionally and then justify their position intellectually afterwards. 

BATNA – Best Alternative to No Agreement

Not all Negotiations end in an Agreement, it is therefore vital before entering into any Negotiations that you first work out what the Best Alternative to No Agreement is.  In some cases you may well experience that the other party is so entrenched in their position that they have no desire to Negotiate.  BATNA is typically but not always, an alternative course of action that can be taken if no agreement is reached.

BATNA helps you prepare for a Negotiation by:

  • Helps prevent you from agreeing to something you will regret
  • Defining your Minimum Possible Agreement (MPA)
  • Provides you with a Plan B
  • Helps prevent you from over or underestimating the your own and the other party’s position
  • Helps you understand where the leverage is
  • Identifying alternative Options


Goals – George is 65 years old and would like to retire (Goal).  In order to fund his retirement he needs to sell his business but no one wants to invest a large sum of capital.  Mike would like to buy a business (Goal) but does not have any capital to invest. 

Option – George can sell his business to Mike but rather than invest a lump sum he agrees to pay George on a Monthly basis from the profits for the next 5 years and hence fund his retirement. 

Criteria – George needs to guarantee a minimum payment every month regardless of the profitability of that month.  Mike needs to ensure ensure he will not be liable for any warranty, liability or compensations claims from the period before he take responsibility/ownership of the business.

CNA – George does not have the financial resources to retire (CNA) and has been trying unsuccessfully to sell his business for three years and is now desperate for a solution.  Mike is keen to buy a business and has spent £3,000 with Solicitors and Accountants thus far completing his due diligence on the company. 

BATNA – George is in discussion with his Lawyers to explore the possibilities of a Management Buyout for the business.  Mike knows there are hundreds of businesses for sale and he is pretty relaxed if this deal doesn’t go through another one will come along.

Concessions for Negotiation

A concession is something given to the other party in furtherance of the agreement.  These concessions should be identified in advance and segmented for both parties in terms of:

High Value – High Cost

High Value – Low Cost

Remember – Never give anything away without receiving something of equal or greater value in return.


Goals – George is 65 years old and would like to retire (Goal).  In order to fund his retirement he needs to sell his business but no one wants to invest a large sum of capital.  Mike would like to buy a business (Goal) but does not have any capital to invest. 

Option – George can sell his business to Mike but rather than invest a lump sum he agrees to pay George on a Monthly basis from the profits for the next 5 years and hence fund his retirement. 

Criteria – George needs to guarantee a minimum payment every month regardless of the profitability of that month.  Mike needs to ensure ensure he will not be liable for any warranty, liability or compensations claims from the period before he take responsibility/ownership of the business.

CNA – George does not have the financial resources to retire (CNA) and has been trying unsuccessfully to sell his business for three years and is now desperate for a solution.  Mike is keen to buy a business and has spent £3,000 with Solicitors and Accountants thus far completing his due diligence on the company. 

BATNA – George is in discussion with his Lawyers to explore the possibilities of a Management Buyout for the business.  Mike knows there are hundreds of businesses for sale and he is pretty relaxed if this deal doesn’t go through another one will come along.

Concessions – George is prepared to spend 3 months of his time ensuring during the handover period which is Low Cost to him as he will be retired but High Value to Mike as he is new to the industry and recognises the benefit of George’s experience.

Mike is prepared to move quickly which has no cost to him however this is High Value to George as the last thing he wants is a long protracted sale.

Negotiation Strategies

Aggressive Tactics

  • Shoot the hostage
    • This strategy is extremely aggressive as it involves an immediate offer to walk away with no deal which is designed to throw and unsettle the other party.  This is often delivered in a reluctant tone “we don’t want to do this but…”,
  • Delaying tactics
    • When time is clearly on one parties side the process can often be deliberately slowed which is extremely effective when there are cost implications if talks over run.  This tactic also applies if the other party has another meeting or needs to leave.  The negotiator deliberately talks around the subject to delay the real conversation and then uses time to put pressure on the other party to come to an agreement.
  • Poor Me
    • This strategy is used to play the false victim that needs rescued by the other party.
  • Last
    • As the name suggests this strategy involves the Negotiator agreeing to a solution right up until they are required to sign and then withdrawing.  The withdrawal is usually followed up quickly with a counter offer at dramatically reduced terms.
  • Misleading/lying
    • Often Negotiators will make exaggerated claims or even lie so without hard data to support them you should discount these.  They may also issue warnings and threats or make matters personal to unbalance you.
  • Missing People
    • Everyone knows the importance of having all the Decision Makers in the room but Negotiators may even turn up with complete strangers.  In sales some companies will remove Sales People from the final negotiations.  If the Sales People have a relationship with the other party they could be more empathetic and weaker negotiators.  Turning up without warning with complete strangers also unbalances the other party.

Co-operative Tactics

  • Agree on the Process
    • Spend time up front agreeing the process and format of the Negotiations including what’s in scope and what’s not.
  • Win Win Agreements
    • Most professional Negotiators accept that any final agreement must be fair and sustainable for the life of the time period.  In most business scenarios it should never be win at all costs as this destroys relationships.
  • Matching Rights
    • Offer the other party the right to match any solution that you receive.  For example if one of two business partners decides to sell their shares to another party they may have the agreement that the other party gets first refusal if they match the offer.
  • Contingent Agreements
    • These are simply agreements based on future events.  Financial Bonus may be tied to Performance.  Football transfer fees can be include Contingent Agreements that provides the selling club additional revenue if a player is sold on and or if a player is capped by their country or simply makes a certain number of appearances.
  • Multiple Offers
    • When multiple offers are placed on the table this allows both parties to indicate preferences and encourages creativity as a winning hybrid offer can be formed.  Placing one offer on the table often leads to a refusal and a stall in the process.

Sales Negotiation Checklist

1.  Be prepared to walk away.  Sales Negotiation is 70% Mindset and 30% Strategy and unless you are prepared to walk away, no strategy will help you.

2.  It’s not what you charge it’s what your worth.  Thoroughly research the market and discuss with the buyer the Value you bring to the table?

3. Take council from colleagues and external advisors and agree a pre-meeting strategy for the negotiations then PRACTICE.

4. Never give anything away without receiving something of equal or greater value in return.

5. Never enter a Negotiation without first providing your price and outline terms in advance, to anchor the prospect to a higher number and terms.

6. Where possible in high value deals do not include your sales people in Negotiations, as they will be emotionally involved in the sale and not objective.

7. Ensure everyone in your team have agreed in advance your trade-offs, your concessions, and your best alternative to a negotiated settlement.

8. You must be comfortable with silence and at most only talk 30% of the time, as the more you talk the more information you are giving away.

9. If it’s not Win Win then you run the danger of the prospect backing out or failing to implement your agreement, then the lawyers are the only winners.

10.  Negotiation is between human beings, you must therefore be familiar with Human Psychology, DiSC, Neuro Linguistic and Programming.

Como construir um Funil de Vendas SaaS

funil de venda de saas

1. O que é um Funil de Vendas?

Um funil de venda é uma sequência de acções, eventos ou fases que um utilizador atravessa antes de comprar um produto ou serviço. Os funis de venda são concebidos para permitir aos marqueteiros acompanhar, registar e optimizar o processo de venda para melhorar os resultados.

Pode saber mais sobre a nossa formação em vendas SaaS aqui.

2. Como construir um Funil de Vendas SaaS

O seu funil de vendas SaaS é uma parte essencial do sucesso das suas aplicações. Se estiver a oferecer aplicações SaaS então a criação de um funil de venda repetível, escalável e rastreável é um dos passos importantes que precisa de dar.

Parece fácil? Então pense de novo. O funil de vendas é onde muitas start-ups transitam para a luta pela geração de receitas, e em muitos casos falham.

Antes de começar a construir o seu funil, vale a pena considerar primeiro onde se encontra na sua viagem de aplicação.

3. As três fases principais do desenvolvimento do SaaS

Infelizmente, nas vendas nunca há uma solução de tamanho único, e o ponto de partida para a construção de um funil de vendas SaaS depende de onde se está, em termos das três fases principais de um negócio SaaS?

Está em:
Fase 1: o início da viagem em que o Fundador e a equipa principal ainda estão a tentar estabelecer a adequação do produto/mercado.

Fase 2: onde o fundador e os membros da equipa principal provaram a sua adequação ao produto/mercado e estão a provar que podem implementar sistemas e processos que outros podem utilizar para vender.

Fase 3, o último obstáculo onde tem um mercado de produtos comprovadamente adequado, identificou e comprovou os sistemas e processos certos para escalar e está agora pronto para escalar as suas vendas, concentrar-se na aquisição de clientes e construir o seu MRR.

As estratégias que utiliza para construir um funil de vendas SaaS variarão dependendo exactamente do que aprendeu no Passo 1 acima.

Por isso, para efeitos deste exercício, assumirei que se encontra na etapa 1. Se ainda estiver a lutar para construir um funil de vendas nos passos 2 e 3, então ou lhe escapou algo no passo 1 ou algo mudou que fez com que tudo o que aprendeu no passo 1 parasse de funcionar.

4. Construa um funil de marketing antes do seu funil de vendas

Com qualquer negócio é importante que forneça as condições ideais para que a sua equipa de vendas seja bem sucedida. No mundo SaaS não basta ter um grande sítio web, é preciso um sítio web que:

a) pode ser encontrado pelos seus produtos e serviços nos principais motores de busca – Google, Bing, Yahoo & YouTube
b) pode ser encontrado pelos problemas que resolve nos principais motores de busca – Google, Bing, Yahoo & YouTube
c) pode converter o tráfego web em leads qualificados de marketing

Muitas empresas ignoram isto e apressam-se a construir uma equipa de vendas de saída. O facto é que todas as potenciais perspectivas que a sua equipa de saída fique interessada irão então para o seu website para fazer mais pesquisas.

A menos que a experiência com a web seja igual ou superior à experiência com a sua equipa de saída, esta irá desligar-se imediatamente.

Para construir um funil de marketing é necessário criar “conteúdo convincente primeiro do utilizador”. Este é um conteúdo que o utilizador procura activamente e não o conteúdo que a sua equipa de vendas e marketing quer impulsionar.

O seu funil de marketing SaaS é uma parte essencial da sua estratégia de vendas Inbound. Para o fazer com sucesso, terá de criar conteúdos de alta qualidade em cada fase da viagem do comprador, como se mostra abaixo.

O conteúdo deve contar subtilmente a história da sua marca e o sucesso que trouxe a outros utilizadores. Transforme os seus primeiros adoptantes em Heróis, não em si.

TOFU – Cimo do funil
A primeira parte do seu funil de venda, também conhecido como TOFU, é a fase de sensibilização do funil. A perspectiva está consciente dos problemas que tem e está a investigar soluções.

O seu sítio web deve ter conteúdos que falem destes problemas e posicionar a sua empresa como os Peritos em Assuntos Temáticos. O conteúdo mais popular aqui seria:

Como orientar
Vídeos explicativos
Publicações no blogue
Ímanes de chumbo

Nesta fase, a perspectiva está em modo de pesquisa, não em modo de compra e está simplesmente a recolher informação.

A sua perspectiva pode nem sequer estar interessada em soluções nesta fase, uma vez que ainda estão a tentar auto-diagnosticar com precisão os seus próprios problemas. É pouco provável que o seu potencial cliente queira falar com as vendas nesta fase.

Recomendamos que utilize a automatização do marketing para localizar quais os artigos/páginas em que os seus potenciais clientes entram no site, pois este é o problema que está no topo da sua mente. Saber isto pode facilitar as vendas a ter uma conversa relevante com eles.

Poderá também ter algum sucesso envolvendo a perspectiva com chatbots no seu site, por muito que muitos queiram permanecer anónimos nesta fase.

Meio do Funil
O meio do seu funil de vendas é quando os potenciais clientes começam a avaliar soluções específicas com base no que aprenderam na fase 1. O meio do conteúdo do funil incluiria:

Estudos de casos

Em termos práticos, terão criado alguma forma de lista restrita de potenciais fornecedores, e depois irão aprofundar os detalhes de cada solução potencial.

Nesta fase, a perspectiva pode ainda não se envolver consigo, uma vez que muitas vezes estão simplesmente a pesquisar em nome de outras pessoas dentro da sua própria organização e a sua prioridade continua a ser a recolha de informação.

Fundo do Funil
Quando o seu potencial cliente já chegou ao fundo do seu funil de marketing, em muitos casos já “compraram” um determinado fornecedor ou solução.

Tomaram a sua decisão em grande parte sobre a sua experiência da marca na Internet, as suas mensagens de vendas e a sua capacidade de se posicionar não só como um líder de pensamento mas também como um líder de pensamento que compreende os seus problemas.

O conteúdo do fundo do Funil incluiria coisas como

Fixação de preços
Tabelas de comparação

Para soluções mais simples e de preço mais baixo, descobrirá que estão agora prontas a experimentar se oferecer um forte Call to Action (CTA), enquanto que para as soluções mais caras e complexas, elas irão agora envolver-se em vendas.

A imagem abaixo mostra onde um simples funil de marketing transita para um carrinho de compras e as mais complexas transições de venda B2B para um chumbo de vendas.

O sucesso não reside na escolha do modelo certo, mas na construção do seu próprio modelo com base em dados e tentativa e erro.

Funil Simple SaaS Marketing
Funil de vendas SaaS

A maior parte do software de marketing rastreia agora o comportamento do utilizador no seu website e pode utilizar a pontuação de chumbo para alertar os vendedores quando for a melhor altura para chegar proactivamente aos potenciais clientes.

A partir da nossa própria experiência, o timing é quase sempre precoce e um programa de nutrição de chumbo bem definido é igualmente eficaz.

Para o fazer, deve incluir no seu marketing pelo menos três ímanes de chumbo diferentes que o ajudarão a transformar os seus visitantes da web num assinante para que possa manter-se em contacto.

5. Publicidade para encher o seu Funil de Vendas

Muitas empresas enchem com sucesso o seu funil de vendas através de publicidade. A publicidade digital amadureceu a um nível que permite um rastreio e um relatório significativos, permitindo-lhe compreender, em poucas semanas, qual será a sua Taxa de Conversão e CAC.

Em primeira instância, defendemos “Campanhas de redireccionamento”. Este é simplesmente o processo de colocar adições em frente de pessoas que já visitaram o seu website.

Estudos mostram que a reorientação é sete vezes mais eficaz do que novas campanhas e é por isso que defendemos isto como ponto de partida.

Esta estratégia funciona extremamente bem com uma forte campanha de marketing de conteúdo. O canal de adição mais popular para B2B seria o LinkedIn, no entanto, muitas empresas também se têm saído bem com o Facebook e Instagram.

Escusado será dizer que isto seria definido pelo seu público. A publicidade pode ser utilizada em funis simples para conduzir as vendas e em funis mais complexos para conduzir novas consultas para os representantes de vendas.

As vendas mais complexas podem necessitar de uma sequência definida em que os utilizadores clicam e anunciam para receber um íman de chumbo com cada chumbo a custar $3.

Se posteriormente conseguir converter 5% destas novas pistas poderá então atribuir 60 dólares por venda de publicidade ao seu CAC.

Pode construir uma sequência ou modelo rastreável a partir de qualquer actividade e não apenas de publicidade. Por exemplo, eventos, webinars e televendas permitindo-lhe compreender quais são as actividades mais rentáveis não só para encher o seu funil, mas também para se converter em encomendas.

6. Como construir um Funil de Vendas SaaS

O seu funil de vendas irá variar dependendo da sua estratégia de vendas. Está a vender a sua aplicação directamente ou está a vender através de parceiros? Em que canais decidiu concentrar-se inicialmente?

1. Identificar o seu Perfil de Prospecto Perfeito. Esta é a versão de representantes de vendas de uma pessoa de marketing. Inclui tudo o que uma pessoa de marketing incluiria, mais alguma informação adicional que ajuda as vendas a compreender e a comunicar a um nível mais profundo com o potencial cliente.

Modelo de Perfil de Prospecto de Vendas
Modelo de Perfil de Prospecto de Vendas

2. Construa as suas mensagens de vendas. Parte da adequação do produto/mercado é compreender que problema comercial e ou pessoal o seu produto resolve.

Na nossa experiência, os serviços SaaS de maior sucesso são soluções empresariais que resolvem problemas empresariais.

Quando compreender como isto se relaciona com o seu próprio produto/serviço a um nível profundo, poderá começar a construir as suas mensagens de vendas.

Estas são as palavras e a linguagem matizada com que provou que as perspectivas se relacionam. Não basta conhecer os seus próprios negócios e soluções, deve conhecer os seus clientes.

Deve saber exactamente como a sua solução ajuda o seu cliente a poupar dinheiro, a ganhar dinheiro e a facilitar-lhes a vida.

3. Lead Generation Campaign (Campanha de Geração de Líderes).

Uma vez identificados os seus potenciais alvos e construídas as suas mensagens de vendas, terá de começar a trabalhar numa campanha de Geração de Líderes.

Existem duas abordagens principais à Geração de Chumbo, como se segue:

a) Geração de chumbo de entrada. As campanhas de geração de leads entrantes são onde o potencial cliente em perspectiva o contacta primeiro. Pode preencher um formulário na sua página web, telefonar-lhe ou enviar-lhe um e-mail. A fim de gerar leads de vendas de entrada, terá de fazer alguma forma de criação de conteúdos, campanhas publicitárias, webinars, programas de referência ou SEO.

b) Geração de chumbo de saída. As campanhas de geração de leads de saída são onde se chega aos potenciais clientes através do telefone, correio electrónico, correio directo, eventos ou marketing baseado em contas. Campanhas de saída significa invariavelmente que terá de construir uma equipa de saída que pode ser cara.

A maioria das empresas SaaS utiliza uma combinação de entradas e saídas, no entanto, quase sempre têm ênfase em mais uma do que na outra.

Como um guia muito aproximado, os serviços SaaS que são de menor custo e dirigidos às PMEs são liderados pelo marketing e têm um enfoque predominantemente Inbound.

Os serviços SaaS que são mais dispendiosos e visam organizações de Mid Market to Enterprise terão uma abordagem mais orientada para as vendas através do Marketing Baseado em Contas.

7. Quais são as etapas de um Funil de Vendas SaaS?

funil de venda de saas
Como construir um Funil de Vendas SaaS

As fases do seu funil de vendas são simplesmente uma série de passos pelos quais os seus potenciais clientes se movem para fazer uma encomenda.

Estas fases podem variar muito e não há nenhum funil que se possa aplicar a cada aplicação. Mesmo que as etapas sejam as mesmas, o método pelo qual se movem as perspectivas através do funil pode variar.

O seu funil de vendas é um óptimo local para começar a recolher dados, a fim de medir o desempenho e fazer melhorias ao longo do tempo.

Em geral, os potenciais clientes devem passar pelo funil de vendas o mais rapidamente possível – a isto chama-se o ciclo de vendas ou a velocidade do tubo.

Medir a velocidade que as perspectivas se movem através do ciclo permite-lhe identificar bloqueios no seu funil e áreas onde as perspectivas abrandam.

Estes pontos de “colagem” são onde se deve procurar fazer melhorias.

8. Quando é que faço a demonstração do meu produto SaaS aos clientes?

O timing das demonstrações de aplicação SaaS no âmbito do processo de vendas tem sido objecto de discussão para muitas empresas.

Infelizmente, a resposta à pergunta é “depende”. No entanto, muitas empresas fazem uma demonstração bem sucedida da sua aplicação no início do processo de vendas, mas há igualmente muitas que fazem uma demonstração no início e depois as suas perspectivas desaparecem no buraco negro do correio de voz e dos e-mails não respondidos.

Em suma, quanto mais barata e simples for a solução, mais cedo no processo se pode fazer uma demonstração e quanto mais cara e complexa for a solução, a demonstração deve ser empurrada o mais atrás possível no processo de venda.

saas app demos
Como construir um Funil de Vendas SaaS

A realidade é que há uma tendência para os Empresários e vendedores se apressarem a demonstrar a sua aplicação, esperando que a demonstração convença o potencial cliente a inscrever-se.

Mesmo que o potencial cliente em perspectiva seja qualificado e tenha um bom ajuste, uma demonstração sem qualquer forma de diagnóstico da dor do potencial cliente em perspectiva corre o risco de perder o potencial cliente em perspectiva.

A sua perspectiva precisa de saber que você sabe e que compreende o mundo deles. Isto só pode ser conseguido através de interrogatórios inteligentes e direccionados. Se quiserem acelerar a venda, abrandem a venda.

A demonstração é normalmente o maior ponto de alavancagem dos vendedores e, se a entregarmos em breve, perderemos a vantagem e, com toda a probabilidade, o potencial cliente.

Como regra geral – empurre a demonstração da aplicação o mais longe possível no seu processo de vendas.

As demonstrações custam tempo e dinheiro, especialmente para vendas complexas onde, na maioria das vezes, é necessária uma demonstração por medida.

Qualquer demonstração por medida deve ser entregue apenas aos decisores seniores da equipa de potenciais compradores. Se for apropriado, pode mesmo ter duas demonstrações dentro do processo de venda – não há regras a não ser se funcionar, faça-o.

A maioria dos representantes de vendas comete o erro de utilizar esta parte do processo de venda para explicar os benefícios do produto com mais detalhe.

Quando se está a dizer que não se está a vender. Use perguntas inteligentes de sondagem para que o potencial cliente lhe diga como a solução resolverá a sua dor comercial.

Deve-se evitar falar de características que se considere relevantes para eles. Se não descobriu isto na fase de descoberta do processo de vendas, é inerentemente arriscado introduzir algo de novo mais abaixo no processo.

Para soluções mais simples e de preço mais baixo, descobrirá que estão agora prontos para fazer um teste, enquanto que para as soluções mais caras e complexas, irão agora envolver-se com um representante de vendas.

A fim de demonstrarem que empreenderam a devida diligência, falarão sempre com dois ou três potenciais fornecedores.

Isto não é necessariamente para bater um fornecedor no preço, mas por vezes precisam de validar ao grupo de compras mais vasto dentro da sua organização porque é que têm uma preferência.

Os ensaios de aplicação são também uma boa forma de conseguir que os utilizadores se inscrevam, no entanto, a taxa de conversão dos ensaios para fechar é geralmente fraca na maioria dos casos SaaS.

Dependendo do preço, poderá oferecer um teste gerido, para que eles possam avaliar o seu software enquanto você os gere mais abaixo no processo de vendas.

Durante um ensaio, o potencial cliente pode ver como o produto irá funcionar para eles na prática. É importante cronometrar sabiamente o julgamento e assegurar-se de que concordou antecipadamente com o que acontece se o julgamento for bem sucedido.

Criámos o gráfico acima para tentar explicar visualmente como isto poderia funcionar para a sua organização.

Vale a pena notar no exemplo, a maioria do seu CAC será marketing, enquanto que no funil mais complexo, os seus custos incluirão marketing, vendas + embarque de clientes.

9. Exemplos do Funil de Vendas SaaS

Os funis de venda abaixo são exemplos. NÃO os deve replicar a menos que se enquadrem no seu processo de vendas.

São concebidos para serem um ponto de partida para quem procura desenvolver um funil de vendas.

Como se pode ver no gráfico, existem muitas alternativas às fases que compõem o seu funil de venda, dependendo do tipo de funil que está a criar.

Para funis puramente digitais, poderia ter:

Lead Magnet Landing page – onde os prospectos chegam depois de clicar no seu anúncio
Página de confirmação – confirmando a sua oferta gratuita, teste ou compra
Página Upsell – onde os potenciais clientes têm a oportunidade de acrescentar serviços adicionais ou actualizar
Página de checkout – onde os potenciais clientes pagam pelo serviço
Página de parabéns ou de agradecimento – onde pode assinar os prospectos de correio com os próximos passos apropriados.

Funil de venda com tubagem
Como construir um Funil de Vendas SaaS

10. Métricas de funil de venda SaaS

Quando se trata de métricas, acreditamos que estas são as métricas comuns das operações de vendas e KPIs com as quais a maioria das pessoas está familiarizada. Escusado será dizer que estas métricas são importantes e que deve registar e relatar sobre elas.

LTT – Conduzir à conversão experimental
Este é o número de pistas que se converteram a um julgamento.

DCR – Taxa de conversão de demonstração
O número de demonstrações que se convertem com sucesso para a fase seguinte do processo de vendas.

TTS – Conversão de ensaio para venda
Este é o número de clientes potenciais no teste gratuito que se converteram em clientes pagantes.

LTV – Valor Vitalício de Vida do cliente
Este é o valor total médio que um cliente irá gastar antes de deixar o serviço. Ironicamente, isto pode ser mais difícil de medir quanto melhor for o seu produto porque, sem que os clientes o deixem, não saberão quanto tempo ficarão e o seu valor total para o negócio.

Churn – Número de clientes que saem
Os clientes irão embora e isso nem sempre é uma coisa má. Se os clientes que saem se adequam ao seu PIC (Perfil de Cliente Ideal) então tem um problema. Os clientes que saem que não se encaixam no seu PIC podem estar a libertar recursos valiosos que podem ser gastos no seu PIC.

MRR – Receitas mensais recorrentes
As receitas mensais recorrentes dão-lhe uma visão geral do seu sucesso, no entanto, é apenas uma visão geral e precisa de olhar para os detalhes dentro dos dados para obter uma imagem mais precisa.

ARR – Receitas anuais recorrentes
As receitas anuais recorrentes dão uma boa visão geral do negócio, mas tal como o MRR deve estudar todos os dados para obter uma imagem mais precisa da saúde do seu empreendimento.

Ciclo de vendas – O tempo desde o contacto inicial até uma encomenda fechada
Isto é tipicamente curto para soluções mais simples de menor valor e mais longas para vendas complexas de empresas. Por exemplo, uma venda a um banco Tier 1 pode demorar 18 meses desde o contacto inicial até ao fecho.

CAC – Custo de aquisição do cliente
É importante compreender quanto custa a aquisição de um único cliente. Num mundo ideal, descobriria isto nas fases iniciais do negócio quando estiver a provar a proposta de valor. Sem este número é impossível colocar os sistemas e processos à escala do negócio, pois não se saberá quanto se pode gastar no marketing e vendas front-end.

Churn Negativo –
A rotatividade negativa é uma poderosa métrica de crescimento que indica que as receitas provenientes da venda em alta e da venda cruzada dos clientes existentes tiram as receitas perdidas quando os clientes saem.

11. Apresentação de propostas SaaS

Após a demonstração final, nunca se deve oferecer para enviar uma proposta.

As propostas custam tempo e dinheiro e, se o seu potencial cliente estiver interessado, ele irá pedir-lhe uma proposta.

Se o seu potencial cliente não lhe pedir uma proposta, então diz-lhe que não está interessado em trabalhar consigo e que precisa de voltar a subir no processo de vendas para compreender onde errou.

Quando o processo de vendas pára, raramente é devido a algo que se fez mal nesse momento – mais frequentemente, é algo que se perdeu mais cedo no processo de vendas.

Certifique-se de que está confiante de que todos os benefícios do software lhes foram claramente explicados e mapeados contra as suas necessidades declaradas.

Sempre que possível, peça sempre ao seu Cavaleiro Branco que o ajude a co-criar a proposta e sentido verificar uma versão preliminar com eles antes de enviar a cópia oficial.

Antes de enviar a sua proposta deve ter uma compreensão clara de quais são os próximos passos, se ganhar ou perder.

Sem isto é muito provável que passe os próximos três meses a perseguir fantasmas no correio de voz.

12. Fixação do preço dos seus contratos SaaS

Muitas empresas fornecem preços limitados ou nulos no seu website porque não querem que os seus concorrentes vejam os seus preços, ou pensam que isso afugentará potenciais clientes.

Deve estar orgulhoso do seu preço e do valor que traz. Deixe que a concorrência o subcotar e amarre todos os seus recursos em negócios não lucrativos.

As pessoas raramente compram a solução mais barata, por isso permita que os seus prospectos o subcotuem.

Se ainda está ansioso por ter os seus preços no seu website, então pense em como se sente quando está a pesquisar uma solução em que está interessado apenas para encontrar a página de preços está repleta de POA.

Se for como a maioria das pessoas, acha isto realmente irritante e passa rapidamente para o próximo fornecedor potencial.

Finalmente, outra vantagem de exibir orgulhosamente os seus preços é que qualifica qualquer pessoa que não esteja preparada para investir a esse nível.

Isto pode poupar-lhe muito tempo e recursos com perspectivas que simplesmente têm um nível orçamental diferente.

Existem numerosas estratégias de preços à sua disposição, no entanto, pela nossa experiência, a única coisa que é garantida, é que irá alterar os seus preços.

Como regra básica, se os seus preços forem fixados demasiado altos para um contrato a curto prazo ou um ensaio pago, a perspectiva pode não conseguir usufruir de todos os benefícios do software antes do contrato chegar ao fim, e podem decidir não renovar.

Sempre que possível, deverá recompensar os potenciais clientes durante o período experimental por acrescentarem informações e utilizarem o serviço.

Por exemplo, oferecer um ensaio mais curto e incentivar os utilizadores se completarem o seu perfil/contabilização.

Oferecer um período gratuito adicional encoraja-os a utilizar o produto, por exemplo, se carregarem dados para o sistema.

A ideia é “entrar” passo a passo nos seus novos utilizadores e tornar o seu produto tão pegajoso quanto possível.
Se o potencial cliente em potencial quiser avançar, deve utilizar contratos com assinatura digital para acelerar o processo de venda.

Nunca enviar contratos em e-mails ou links para contratos digitais, pois estes podem ser facilmente ignorados.

Providenciar para que o prospecto seja contactado ao telefone e falar através do contrato com eles. Uma vez que tenham concordado com tudo no contrato, basta pedir-lhes que assinem enquanto o cliente os tem ao telefone.

Desta forma, mantém o controlo do processo de venda.

13. Porque é que o funil de venda é tão importante para os fornecedores de SaaS

Muitas empresas falharam após terem lutado para implementar um funil de vendas. A comercialização e venda de produtos SaaS pode ser incrivelmente desafiante, e as probabilidades de os seus clientes alvo já estarem sobrecarregados com ofertas de fornecedores de software concorrentes.

Pense em que parte do orçamento existente dos compradores vai ganhar receitas. A que concorrentes directos ou indirectos retirará o orçamento?

Pode estar a competir com algumas das maiores e mais poderosas marcas do mundo que estão a fornecer soluções genéricas para os mesmos problemas que resolve.

Isto significa que precisa de oferecer algo distinto que os seus clientes realmente exigem.

Um estudo da CB Insights disse que 42% das start-ups SaaS falham porque estão a oferecer produtos de que os seus clientes alvo não precisam.

Convencer potenciais clientes o seu software oferece um valor genuíno é essencial.

Porque é que os saas começam a falhar

14. Gerir as expectativas

A criação de um funil de vendas tem tudo a ver com a construção de uma viagem desde o visitante da web, até ao assinante, passando por demonstrações e trilhos e terminando com a assinatura do contrato.

O seu funil de vendas deve enfatizar cada uma das fases-chave pelas quais os seus potenciais clientes viajarão no seu caminho para um acordo a ser feito.

Esteja aberto, com antecedência e partilhe as fases do processo com as suas perspectivas.
Deve prestar muita atenção a quaisquer pontos de fricção que possam ocorrer à medida que os seus potenciais clientes viajam através do seu pipeline de vendas.

Isto dar-lhe-á a oportunidade de fazer melhorias no seu funil, avançando.
O mais importante é que registe todos os pontos de dados no seu funil de vendas.

Isto irá ajudá-lo a tomar decisões sobre factos e não sobre os seus sentimentos instintivos. Pode levar tempo para que o seu funil de vendas se torne totalmente eficaz, e pode precisar de fazer vários aperfeiçoamentos antes de ter um funil de vendas verdadeiramente optimizado.

Muitos clientes não têm uma compreensão rica do que precisam quando o encontram pela primeira vez. Fornecer soluções e não apenas produtos, ajudando os potenciais clientes a fazer a ligação entre os dois.

O que também é verdade é que os utilizadores compram frequentemente o que querem e não o que precisam.

É por isso que é tão importante fazer perguntas específicas para que possa determinar com precisão quais são as suas necessidades, para que possa posicionar o seu software da forma mais favorável.

Estas perguntas também lhe dirão quão perto ou distante estão de tomar uma decisão.

15. A Ascensão das soluções SaaS

Parece que tudo no mundo é agora alimentado online por Aplicações SaaS. Desde Netflix e Amazon Prime até LinkedIn e Microsoft M365 estamos agora rodeados de soluções SaaS de uma ou outra descrição.

Financeiramente SaaS faz sentido, uma vez que evita despesas de capital pesadas à partida e desrisca a solução.

Afinal de contas, se não funcionar, normalmente só se fica trancado dentro de um máximo de 12 meses. Outras vantagens do SaaS incluem a forma como é normalmente rápido de implantar e não requer manutenção por parte do cliente.

As actualizações são normalmente entregues automaticamente, sendo geralmente oferecidos níveis garantidos de serviço aos clientes.

Os backups e a recuperação de dados são geralmente realizados em nome do cliente, para que se possam concentrar no que fazem melhor, seguros de que tudo está a ser tratado pelos próprios programadores de software.

Bloqueio tem turbo SaaS carregado
O trabalho à distância estava em ascensão mesmo antes da pandemia, pelo que o facto de os produtos SaaS permitirem que os indivíduos trabalhem e colaborem a partir de qualquer lugar só serviu para incorporar o SaaS ainda mais profundamente na nossa vida quotidiana.

Há milhares de novos produtos SaaS a serem desenvolvidos em todos os países do mundo, pelo que a concorrência é feroz, no entanto, não há um fim aparente para o apetite dos consumidores e das empresas por soluções SaaS.

Um funil de venda coerente poderia ser a diferença entre o seu produto ser um sucesso viral e ser forçado a regressar à prancheta de desenho.

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How to sell to big companies
How to sell to big companies

How to Sell to Big Companies. In order to sell to big companies you need to first create a shortlist of targets that meet your perfect prospect profile. Next, focus all your sales and marketing resources to research and create a unique sales approach for multiple contacts within the big company you are selling to.

What’s Inside



Introduction to Enterprise Selling

Selecting the right targets

Segmenting your accounts

Mastering the complex sale

Prep for Session 2

Get this session FREE



The Door Opener

Right content, right contact, right time

How to write persuasive copy

The cadence of big account selling

The profitable, easy to deliver and replicate offer



What to say to Big Companies

How to control the sales conversation

The Contact Plan

Listen & Learn LIVE over the coaches shoulder

Your personal Action Plan

Course Author

How to sell your app to big companies

Iain Swanston

Founder, Klozers

After 35 years in B2B sales Iain just loves solving sales problems.
If you’ve ever attended one of his live events you’ll know, even during the breaks and after the event he always likes talking about sales. Iain is an Author, Speaker & our Lead Sales Coach.
Iain is on a mission to make sales easier for B2B companies and their salespeople.

“In the short time I’ve been working with Klozers I’ve used his guidance to develop positive new sales activities, techniques and a mindset that has significantly helped my sales confidence. As a results I’ve already seen excellent performance benefits that are directly attributable to working to the coaching.”

Alan Wood

Scotland Director

Salesforce Marketing Cloud

“This was my first ever sales training and genuinely still the most pertinent in my sales career. Iain taught us how to take leads through the sales journey from lead to opportunity to closure, I still use these skills today and encourage my colleagues to do the same. My earnings have more than doubled since Iain gave that pertinent training and his latest blogs have been shared internally between our sales and marketing teams as the advice rings true to what we are currently working on as a department”

Lynne Hall

Strategic Accounts Manager

E-On Energy

My coach was really flexible and was happy to talk in between my scheduled coaching slots, especially when I had burning questions and needed support fast. The debriefing calls we had after my sales meetings not only helped me understand where I could improve, they also gave me the right words to say, in the right sequence and at the right time.

Elliott Boll

Enterprise Learning Consultant


Get started now and get
your first session FREE

How to sell to big companies
How to sell an app to big companies

Get all the templates
you need to sell more now

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Get the coaching you want, when you want it, at your desktop

How to sell to a big company
Remote Sales Coaching – Sales Playbook

“The first session was full of useful and practical sales information. I took so many notes and have come away with exercises I will carry out to help further clarify our approach to sales. I would highly recommend”

Rebecca Pick


Pick Protection

“Great training session with so much information packed into an hour. Looking forward to completing sessions 2 and 3. “

Max Anderson


SuperBot Experts

Very insightful content from Klozers this afternoon. Thank you Iain Swanston for the invite to attend. This shall be hugely beneficial for our business moving forward and I am looking forward to putting my learning into practice

Laurie Wilson

Regional Sales Manager

CMP Products

Learn How to Sell to Big Companies

If you are new to sales at some stage you will want to learn how to sell to big companies.   It’s common for most ambitious sales people and businesses, yet this can be a challenging or even, a near impossible experience. 

For example, finding the right people to talk with (yes there will also be more than one decision maker) can be like finding the proverbial needle in a haystack, and then trying to coordinate all these decision makers can be like herding cats. 

The longer sales cycles that inevitably arise from having multiple decision makers in a complex sale, then frustrate most sales people as time drags on. 

The large revenues that Enterprise sales can deliver, more often than not, prove so elusive that the salespeople give up and focus on smaller opportunities, they know they can convert. 

However, in some circumstances it can take the same amount of sales resources to convert a small opportunity as it does when selling the same product or service to a big company, so don’t give up just yet.

Learn More, Sell More, Earn More

How to sell your app to a big company
How to sell your app to a big company

How to Sell an Idea to a Big Company

Maybe you don’t have a product or service but instead you have an idea that you want to sell. It’s the sames process and the fact is, it is possible to sell to big companies and large enterprise organisations, although it does need a slightly different approach.

The first FREE 60 minute session in this course walks you through the preparation and planning required before you approach big companies.

When you sell to big companies you may also need some additional sales resources that are not as commonly used when selling to smaller organisations, such as a Business Case, a Cost Benefit Analysis – don’t worry we’ve got templates you can use for all of these.

If this sounds like lots of work, then Yes it is, and because of this many companies will not rely on any one individual, instead they will work as a team to win large accounts. Part of that team should include Marketing in order that you can target the right people in the buying organisation, with the right messaging, at the right time.

Run the sales campaign as a mini project with scope, roles and responsibilities, costings, objectives and milestones. Needless to say that it usually makes sense to be targeting more than one big company if you are going to do this professionally, but don’t make the mistake of having too many, as the campaign can then turn into a marketing initiative which by their very nature are more generic.

The key to success is that all the messaging must be bespoke and relevant to every target which takes time, which is time that you won’t have if you have too many targets. Again this course covers everything you need.

Before you start selling to big companies there are however two important considerations you should address as follows:

1) Does your company have the capability to successfully deliver a project on the scale that a big company will require?
In most cases you will only get one chance to sell to a big company and delivering success for your first big company will also give you a reference point that will help you sell to other big companies.

2) Does your company have the financial resources required to sell to a big company?

If you buy materials in January to create stock for February and have agreed 90 day payment terms this means you have to run 150 days without being paid. Some small businesses are not sufficiently funded to do this, so be careful what you wish for.

Selling to big companies can transform your business, but like most things in life that are worthwhile it’s usually not easy and doesn’t happen overnight, but it certainly can be worth it.

Get started now and get
your first session FREE

How to sell to big companies

Get all the templates you
need to sell more now

Register here