Inbound Call Handling

General Rule of Thumb for Inbound Call Sales.

• If someone calls out or calls in on same day of a scheduled call then it is outbound scheduled or inbound scheduled.

• If it is not the day of the scheduled call, it is an outbound drop in or inbound drop in.

• Remember to mark the Checkout Page accordingly.

Rules of Engagement: Inbound Call Protocol

The reason for our RingCentral protocol is to make sure our sales team is available to answer incoming sales calls immediately. Scheduled calls on calendars and inbound calls are both our lowest hanging fruit to pick on a daily basis. That one incoming call from an interested executive might be the only chance we will ever get to have their time again.

Inbound Drop In Call Sale:

• If you pick up an incoming call with a lead in a Missed First Call status, you will get 100% credit for closing the sale. If the sale doesn't close, mark yourself as the new lead owner the same as you would take ownership of a First Call Rescheduled.

• If you pick up an incoming call with a lead in a Missed Follow Up, Revisit At A Later Date or Weekly Drip status with sales activity by the lead owner within a year or less and you close the sale, credit will be a 50/50 split between you and the original AE who pitched the lead.

  • • VERY IMPORTANT:

    • If the sale doesn't close, the original lead owner will always maintain ownership of the lead.

• If a prospect only wants to talk with the original sales person, the AE answering the inbound call should let the caller know, "[AE Name] and I actually have the same role here and I'm available right now to present our business model and answer any questions you may have".

  • • • If the caller is adamant that they speak to the AE they asked for, then schedule a new call with the original sales person/lead owner using the scheduling links in the Salesforce lead record (the same way you would schedule a Follow Up call for yourself.)

• Any lead in any status that shows NO sales effort activity for 1 year or more is considered an Open lead for any sales person to pitch and receive 100% credit. So go for it.

Important Reminder - Mark your sale as an Inbound Drop In on the Checkout page:

Inbound Scheduled Call Sales:

• If you pick up an incoming call with a lead in a First Call Scheduled status in another Analysts name that is scheduled for that day, you will get 100% credit for closing the sale. If the sale doesn't close, mark yourself as the new lead owner the same as you would take ownership of a First Call Rescheduled.

• If you pick up an incoming call with a lead in a Follow Up Call Scheduled status in another Analysts name for that day, you will get 50% credit for closing the sale. If the sale doesn't close, the original lead owner will always maintain ownership of the lead.

• In either scenario above, if a prospect only wants to talk with the original sales person, the sales person answering the call will schedule a new call with the original sales person/lead owner using the scheduling links in the Salesforce lead record (the same way you would schedule a Follow Up call for yourself.)

Important Reminder - when the inbound call is a professional calling for their scheduled appointment (with you or a different AE), mark your sale as an Inbound Scheduled on the Checkout page:

Splitting Sales in Salesforce:

• Change the Lead Owner name in Salesforce to your name (ONLY if the sale has been closed).

• Select the original Lead Owner name from the dropdown menu under Split Commission With on the lower left of the Lead Detail section:

• All Split Sales will be reviewed by Management to ensure legitimacy.

Phone Etiquette & Professionalism:

Always remember, how you conduct yourself while answering an inbound call is a reflection not only on your professionalism but that of your shared teammates and the company as a whole. Always answer the phone with a clear, professional tone and a smile. At the end of the day, you all share the same goal of lowering churn and delivering the best possible experience to all of our members.

Incoming Call Script:

“Good morning (afternoon, etc), thank you for calling AdvisoryCloud, this is <your name>, may I have your name please?”

(Gives Name) - Great, how are you today?/How’s your day going? - Use your judgement for upset customers.

If multiple members with similar names or difficulty finding them “Could you please confirm the email address that is tied to your profile?”

“Thank you, member first name, how may I assist you today?”