Sales training is great. It teaches skills and produces immediate results.
But, unfortunately sales training only truly changes behavior long-term if there is accountability.Â The ASTD (American Society for Training & Development) says that only 19% of people who receive one-time sales training see any kind of sustained performance improvement.
(That's really low).Â
Now sales training has a new friend: actual accountability. This accountability comes in the form of LogMyCalls.com developed by ContactPoint.
ContactPointâ€™s patented technology records and scores customer interactions. LogMyCalls records actual sales calls at random (not fake mystery shopping calls).
The calls are thens scored. You can create customized scorecard or use an industry best practices scorecard already in the system. The scorecardbasically measures specific elements of a sales call that are critical to making the sale. Things like: Did you ask the prospectâ€™s name and use it? How was the tone of your voice? Did you ask open-ended questions? Did you actually ask for the sale? Each of these elements, and many more, are scored on a 0 â€“ 100 scale. There are scores for each element and then an aggregate score.
These are things sales trainers stress, but have never been able to measure until now. Â
Higher scores = more sales.Â
You have access to the recordings 24/7 on a secure online dashboard. Managers can listen to them. The rep that was recorded can listen to them. (Or anyone you give the password). You can play them during sales meetings or during individual performance reviews. The calls and the scores are available anytime you want them.
Additionally, you can generate reports based on almost any piece of data you choose. You can compare the scores of two reps against one another. You can compare specific elements of the call. You can see how employees are doing over time, how much theyâ€™re improving, or whatâ€™s holding them back. You can even determine exactly what element is keeping them from making the sale.
What does all this mean? It means that ContactPoint has introduced measurable accountability and analytics into sales training.
And remember that 19% long-term improvement number I mentioned at the top? When you combine sales training with recording, scoring and ongoing coaching, the long-term improvement rate is 85%.
If you are a sales trainer and you want to integrate call scoring and LogMyCalls into your product offering, we have a variety of reseller and integration packages available. Or, if you want to use call recording and call scoring at your business, click here.Â
Your customers talk. They talk a lot. And unfortunately the angry ones talk more than the happy ones. They tell everyone how bad your business is.Â
Here's a new statistic that really opened my eyes.
A dissatisfied customer willÂ bout their experience -
That's pretty telling. Think about that!
If you have an employee that is rude or indifferent or cranky, your customers will talk.
If you place a customer on hold for too long, or you don't greet a customer properly when they walk in your door, your customers will talk.
Think about the damage this does.Â
Let's play a game. Think about every angry/dissatisfed customer at your business in the last 3 weeks. How many are there? Now multiply that number by 15. That's how many people know your customer service was bad. That's how many people have a negative opinion about your business.Â
Bad customer service (or even subpar customer service) has a devastating ripple effect. The damage is exponential. Remember: every dissatisifed customer will tell 9 to 15 people about their bad experience.Â
What can you do to fix this problem? Well you can't stop the dissatisifed customer from talking. The only thing you can do is provide better customer service. You simply must have better customer service.Â
How do you do that?Â
We've addresssed that here and here.