How to Create a Sales Process for Your Inbound Leads

Use the Chat Pane in the GoToTraining Console to
Ask Questions!
We will be starting at 2:03pm EST.
Please select your choice of audio:
telephone or computer on your
GotoTraining console.
How to Create a Sales
Process for Your
Inbound Leads
How to Create a Sales Process for
Your Inbound Leads
401
Lead management, researching &
prospecting
402
Running a discovery call & uncovering
GPCT
403
How to close inbound leads &
analyze sales performance
Add the class times to your calendar!
Mark Kilens
@MarkKilens
#HubSpotting
Mike Vittum
Inbound
Marketing
Consultant
@mvittum
Creating a Sales Process Series Archive Page
Goal of Marketing Series:
To learn how Sales &
Marketing should work
together to create quality
leads that close faster.
AGENDA
1
What is Smarketing?
2
How to organize your leads
3
4
Starting the conversation with a lead
5
Class tasks & questions
How to effectively research your leads
1
WHAT IS
SMARKETING?
“Lead?”
Are all Leads equal?
.
11
Lead
MQL
Lead Qualifying Process
Lead
Connect
Research
Organize
MQL
14
What is an MQL?
A lead that meets the specific criteria that
Sales & Marketing agree upon
15
MQL Definition Example
1
Demo request
2
Talk to sales
3
Requested pricing
4
Any lead over a grade of 90
Smarketing
1
Create an SLA between Sales & Marketing
2
Agree on number of leads to pass a day
3
Review on a Monthly, Quarterly, & Yearly
basis
1
SLA between Sales & Marketing
1. Sales & Marketing need to agree on a
service level agreement on number of
MQLs to pass per month & quarter
2. This number should be based on
upcoming sales forecast & company
goals
2 Agree on number of leads to pass
per day
1. Marketing must be sure not to
overwhelm the sales team with leads
2. Passing greater quality leads helps
reduce close time
3. This helps speed up sales cycle
3
Review on a Monthly, Quarterly, and
Yearly basis
1. Marketing must present the past
months results
2. Create a forecast to show leads in the
marketing pipeline
3. Attach incentives to meeting marketing
goals?
Schedule Meeting Between
Sales & Marketing
2
HOW TO
ORGANIZE YOUR
LEADS
Lead Qualifying Process
Lead
Connect
Research
Organize
MQL
24
A Lead in HubSpot is:
Any Visitor Who Fills Out a Form
25
Each Lead is Unique!
•
We want a demo!
•
“Budget Not Defined”
•
“Don’t have a Timeline”
•
Not speaking to the right person
•
“We are just looking around”
HubSpot’s Custom
Lead Scoring Tool
HubSpot Custom Lead Scoring
HubSpot Custom Lead Scoring
Lead Crossroads
Disqualified
& Nurture
Leads?
Qualified?
Send to Sales
Lead Crossroads
Throw out or
Nurture lead?
Qualified:
Send to Sales
Not Quite an MQL? Nurture!
3
HOW TO
EFFECTIVELY
RESEARCH
YOUR LEADS
Lead Qualifying Process
Lead
Connect
Research
Organize
MQL
35
Have an MQL?
Use Lead Intelligence!
Lead Intelligence can show you:
1
Their level of engagement
2
What behaviors are they exhibiting on your
site
3
The path taken through your site
1
Level of Engagement
1. How often are they visiting your site?
2. Have they viewed a high number of
pages on your site?
3. What forms have they filled out?
2 What behaviors are they showing?
1. Are they conducting research on the
service you could offer them?
2. Are they seeking the VALUE you could
provide them?
3. What source did they use to find your
site?
3
Follow their path
1. What specific pages have they viewed?
2. Their path can determine where they fit
in your funnel
3. Use information to determine which
leads should be passed to sales and
which should be nurtured further
3
Follow their path
4
STARTING THE
CONVERSATION
WITH A LEAD
Lead Qualifying Process
Lead
Connect
Research
Organize
MQL
44
Goals of the Connect Call
1. Establish an initial relationship with the
prospect
2. Build credibility and trust
3. Begin the qualifying process
4. Decide if the prospect is a good initial fit for
the Discovery call
Connect Call Prep Work
1
Check CRM for duplicate records
2
Conduct research
3
Prepare to dial
4
Connecting
5
Voicemail/Email
1
Check CRM for duplicate records
1. Make sure there is only one contact
record for that lead
2. Review Account Activity to ensure
another rep isn’t already pursuing the
lead
3. Have a contact rule: Over X days lead is
open
2 Conduct research
1. Review the Company website
2. Use HubSpot Lead Intelligence
• Prospect Name & Role
• What they downloaded
• Biggest marketing challenge
• Company Location
3. Review Social Media Accounts
• Linkedin
• Facebook
• Twitter
3
Prepare to Dial
• Bring VALUE! Not your pitch
• Use Inbound Marketing principles during
the connect call
• LISTEN!
Connecting
“Hello _______ . My name is _______ , I’m calling
from (your company). I was notified that you came
to our website and recently registered/downloaded
(reference the conversion event). Do you
remember doing that? GREAT, what were you
looking for help with?”
Connecting
Conversation Decision Points:
1. If the prospect is in an open frame of mind:
•
Begin initial questioning
•
Use Active listening skills & take notes
•
Based on the answers share an initial tip to
start building trust and credibility
•
Ask for the appointment to book the Discovery
Call
Connecting
Conversation Decision Points:
2. If the prospect is in a reserved frame of mind:
•
Leverage a tip to drive through any
reservations
•
Use positioning statements to create value
and move towards Discovery Call
•
Common objections: no budget, no time, just
doing research
Connecting
Conversation Decision Points:
3. If the prospect is in a closed frame of mind:
•
Offer to send a free resource
•
Invite them to a free webinar or demo
•
Bail out politely
•
Consider sending back to marketing for
nurturing
Voicemail/Email
1. Create a sequence of Voicemails
2. Follow up with an email immediately after
leaving the voicemail
3. Follow the call, e-mail, call, e-mail approach
when following up with leads
4. Create a break up message
Voicemail/Email
“Hello _______ . My name is _______ , I’m calling from
(your company). I was notified that you came to our
website and recently registered/downloaded (reference
the conversion event). I wanted to follow up and make
sure you received everything and to answer any
questions you might have.”
Voicemail/Email
Example Email:
Hi First Name,
I am following up on the voicemail I left for you earlier today. I
wanted to connect about your recent request of (Conversion
Event) and answer any questions. I would also love to quickly
show you how (give benefit) can help improve X in your business.
Please let me know of a good time for you to follow up. I will
reach out in X days if I haven’t heard from you!
Sincerely,
Your Name
Tools to keep track of
your leads
Lead Re-visit Alerts
Lead Re-visit Alerts
1. HubSpot sends an email within 15 minutes
alerting of the revisit
2. If using SalesForce, only the rep who owns
that account will receive the revisit alert
when that particular lead visits the site
again.
3. The email includes a link to the Contact
details page
ProspectMax App
Don’t Forget the CRM!
• HubSpot is NOT a CRM
• Use your CRM to stay on top of your
opportunities
• Keep detailed notes for each opportunity
• Create tasks to schedule follow ups
• Update and change statuses based on
engagement
Don’t Forget the CRM!
Class Tasks
1
Agree on a SLA between Sales & Marketing
2
Organize all leads by Lifecycle Stage & Lead
Grade
3
Create a process to follow up with leads not
prepared to buy yet
4
Create a voicemail/email sequence when leaving
messages for new leads
QUESTIONS?
[email protected]
Where to find resources & recordings?
1
http://academy.hubspot.com/salesprocess-october-12
2
Class recordings
3
Class tasks, slides & resources
THANK
YOU.