According to IRC Sales Force, only 2% of sales are made in the first point of contact. That means that the follow-up is just as important as the first impression. The same study reports that up to 50% of people would buy from the first vendor to respond to an inquiry. So you must not just follow-up, you have to be quick about it!
If a potential customer calls or comes in to make an inquiry, chances are they are also calling or visiting your competitors. Then they need time to think over everything that they have learned. During that time, you have the chance to follow up and convert the lead. According to marketingoptimizer.com, following up on leads quickly will help to naturally create a sense of urgency. They argue that by improving the speed in which your follow-up on a lead, you can increase your conversions at little to no cost to the company. This is something that we have found to be true across all industries.
The follow-up process should be one of the most important training practices your company has in place. By teaching this step-of-service early and repeatedly, you can help to ensure that it is being followed by your entire staff. Some employees may be resistant to this at first, but we find that most employees want to do a good job and be successful. They just need the tools in place to be able to do so.
At MSI, we have been in the Mystery Shopping business for over 65 years. We have found that the best way to ensure your employees are following up on leads is to hold them accountable. How do you hold them accountable? You monitor what they are doing. How do you monitor them? Simple, you hire us, and we do it for you. This way, you can identify the employees that are struggling and be able to provide focused and targeted retraining.
Contact us now and let us get to work on a customized monitoring program that will work for your business and your specific needs. Fill out this form here to get started.