1. Manager Essentials
The Basics of Managing the Process of Appointment Setting

2. The dial starts the deal
Ave. value of sale
Ratio of Customers to 1st appts 5
Sales Cycle P A C D $$
Conversations
Appointments
Pipeline 1 2 3 4
Dials

3. The Learning Curves Callers have three learning curves
The appointment setting skills to convert the conversations into appointments .
The Best Practices to pursue each target correctly to generate a conversation.
The technology to stay organized to operate the Best Practices (also keeps metrics automatically.)
Managers have learning curves also
Participate in the Caller learning curves – understand at the conceptual level.
Review activity, analyze performance, select remedies, implement remedy.
Learn to Role Play (participate in skills training classes.)

4. Manager Daily - OnBoarding
Check in with caller each day
Ask for best / most challenging call from yesterday
Review the Daily Call Block (can be ed to you each morning)
Ask ‘are there any roadblocks to hitting your dial goals today?’

5. Managers Weekly Call Block Review Meeting Agenda
Discuss Ratios and Remedies
Review operational efficiency
Examine adherence to Best Practices – Short, Long, Scenario
Role Play a couple of skills techniques

6. $$ Sales Cycle Elements A A C D Business Process Series of events P
Pipeline A
Manage the Pipeline A C D
Run the Appointment
Set the Appointment

7. Process Elements
Skills training to turn conversations into appointments (what to say when they say Hello)
Pursuit plan for who to call, the number and frequency of calls, the messaging to deliver, what to do when the pursuit ends.
Navigation of Best Practice, organization, record keeping, metrics and reporting. Discipline.

8. Prospecting Metrics
Efficiency – Generating more conversations with a Decision Maker in less time.
Effectiveness – Converting more of those conversations into appointments. A D C
Conversation Ratio
Appointment Ratio
Dials per Week

9. Prospecting Metrics 10% 100 = 1 Appt 10% A C Conversation RatioD C
Conversation Ratio
Appointment Ratio
Dials per Week
100
= 1 Appt
10%

10. Prospecting Metrics 13% 100 = .5 Appt 4% A C Conversation RatioD C
Conversation Ratio
Appointment Ratio
Dials per Week
100
= .5 Appt 4%

11. Prospecting Metrics 4% 100 = .5 Appt 13% A C Conversation RatioD C
Conversation Ratio
Appointment Ratio
Dials per Week
100
= .5 Appt
13%

12. Prospecting Metrics 13% 100 = 1.5 Appt 12% A C Conversation RatioD C
Conversation Ratio
Appointment Ratio
Dials per Week
100
= 1.5 Appt
12%

13. Simple Metrics; Solid Remedies5 2 4 14 3 15 16 13 8 7 11 9 10 17
12 2 1 6
Activity
Efficiency - Effectiveness
Remedies to Increase Performance :
Improve the List of companies to call
Improve the Best Practice
Improve the Skills of the Caller

14. Common to Both Ratios ‘Conversation’ is the key to accurate metrics. C
Conversation Ratio D C A
Dials per Week
Appointment Ratio

15. The Key to Metric Accuracy
Conversation is selected only when
You spoke with the Decision Maker,
And, had the conversation you wanted. (It does not have to turn out like you had hoped; that would be an Appointment.)
Anything else is a Chat
Chats
If there is a Chat, there should be a Comment.
What constitutes a Conversation?
They answer, you open
They respond
You can respond to that response

16. Prospecting Metrics 20% 100 = 1 Appt 5% A C Conversation RatioD C
Conversation Ratio
Appointment Ratio
Dials per Week
100
= 1 Appt 5%

17. Prospecting Metrics 10% 100 = 1 Appt 10% A C
Option 3 better for understanding skills of the Caller
10% A D C
Conversation Ratio
Appointment Ratio
Dials per Week
100
= 1 Appt
10%

18. Remedies Better List: Call through it once
Qualify on First Call (Best Practice)
appending
Marketing to generate leads
Insight into marketing activity
Canvass
Review Local Periodicals

19. List Size

20. Best Practice & BackFill
Week 1
100
Week 2
100
Week 3
100
BackFill 20 New Targets
BackFill 24 New Targets
Monday
Targets
Out of Business
Not Qualified
Qualified but no appointment
Set an Appointment
Said to call in 2 weeks
Made all calls, waiting a week for response 80 76 ##
Friday

21. Improving the Call Block
Web
Forms
SEO
Conversation Ratio
Direct Mail D D C A ##
Weekly Backfill #
Select ## Direct Mail Targets
Appointment Ratio
‘Drop and Chase’ direct mail campaigns are inefficient . . And over.

22. Marketing vs Prospecting
I may not be able to Call everyone. But, I can Market to everyone.
Own your market:
Append s to current list
Purchase remaining names in Market (get list w/ )
ContactScience
PROSPECTING
ContactScience
MARKETING

23. Improving the Call Block
Web
Forms
SEO
MARKETING
Conversation Ratio D D C A ##
Weekly Backfill #
Call or Raise their Hand
Appointment Ratio
‘Paying Attention’
Opened
Clicked a Link

24. Marketing benefits Prospecting
‘Paying Attention’
The Scoring of marketing activity
‘Opens’ Marketing s
‘Clicks’ Links in those s
Keep those you have contacted warm with ‘drip’ s.
ContactScience
MARKETING
ContactScience
PROSPECTING

25. Short Term Best Practice D$$ S A P S
Pipeline
Hi Bill, you may have noticed that I have been calling the last few weeks. This may not be a good time, so I won’t continue. However, if my messages about <core message> are of interest to you, I would enjoy a short conversation. Otherwise, I will give you another call in a few months.
Week 1
VM - EM
Short Term Best Practice
Set Appointment
Qualify account
Identify DM
Begin relationship & branding process D
Week 2
VM - EM D
Pursuit
Framework
Pursuit Messaging
Week 3
VM - EM D
Week 4
VM - EM

26. One Piece Mailing With Pre-Call C A P $$D C A P $$ S A P S
Pipeline
Week 1
To Gatekeeper My name is Bob Howard from Contact Science.  We are mailing information to local executives and I need to confirm your address is still 123 West Main   Thank you. 
And one more quick question so I make sure I am not wasting Kyle time?  Our records show that you have at least xx people who use computers every day to do their job?  Is that still accurate?  Great thanks.
If Qualified, continue with this message- The information I am mailing to Kyle is (description)  Please be on the lookout for it.  And, could I leave a voic for Kyle?  Thank you.
Mail
One Piece Mailing
With Pre-Call
Confirm as qualified
Create ‘anticipation’
Reduces ‘throw away’

27. Move On – Recycle for another pursuit in a few months.D C A P $$ S A P S
Pipeline
Week 1
VM - EM - DM
Mail
To Gatekeeper My name is Bob Howard from Contact Science.  I spoke with you last week about sending information to Kyle. Did it arrive? What did you think about it? Would you put me through to Kyle?
Gatekeeper puts you on Hold and rings Kyle? The person who sent you the mail piece is on the phone, shall I put them through?
One Piece Mailing
With Pre-Call
Confirm as qualified
Create ‘anticipation’
Reduces ‘throw away’ D
Week 2
VM - EM D
Week 3
VM - EM
Move On – Recycle for another pursuit in a few months.

28. Move On – Recycle for another pursuit in a few months.D C A P $$ S A P S
Pipeline
Week 1
VM - EM - DM
- Blast
Add an Blast
Mail
Hi Bill,
I have asked my associate, Bob Howard, to give you a call about an analysis our customers have found valuable to make sure they fully leverage their technology investments.
If you can, please take a couple of minutes to speak with him.
Thanks,
CEO D
Week 2
VM - EM D
Week 3
VM - EM
Move On – Recycle for another pursuit in a few months.

29. Long Term Best Practice
Cold
Warm
Follow-Up
Long Term Best Practice
Business development strategy
Territories as assets
Dials
No Contact
ReCycle
ReCycle
Conversation
Remove
ReCycle
Appointment
Remove
Goes into Pipeline
Success

30. ReCycle Remove Success Goes into Pipeline Cold Warm Follow-Up
Put through another Cycle later.
Remove
Do not call again. (not DM, company not qualified)
Success
An opportunity. Going into Pipeline.
Dials
No Contact
ReCycle
ReCycle
Conversation
Remove
ReCycle
Appointment
Remove
Goes into Pipeline
Success

31. Scenario Best Practices
Some pursuit scenarios require a decision on preferred direction to take
Replace or Clone
Qualify on the First Call
No Answer Strategy
Remove Rules and Revisit Plan

32. First Call Qualify
While on the Action Page during the first call - qualify the account.
Gatekeeper
Another Department (Sales, AR)
IT Department (technology sales) D D
Dial

33. Remedies Better Best Practice: Personalize / Adlib messaging
Put more ‘Marketing’ into s
Add Direct Mail to messaging suite
A / B Testing

34. Skills Drive Effectiveness$$
Business Process
Series of events P
Pipeline A
Manage the Pipeline A C D
Run the Appointment
Set the Appointment

35. Separate Sales Skills
Business Process
Series of events

36. Separate Sales Skills
Business Process
Series of events

37. Sample Technique
“Does the Flux Capacitor work for companies in my industry?”
Good Question. Flux Capacitors are a
huge benefit to some companies and that
may be the reason we should get
together. I can share how our customers
have evaluated Flux and what they are
finding important. Would you have 30
minutes next week we could get
together?
No reason that it shouldn’t. Let me
ask you a couple of questions: Q1 Q2 Q3 Q4

38. When would be a better time to call?
Sample Technique
I am too busy
When would be a better time to call?
I understand - could I give you the Cliff Notes version of why I am calling?

39. Environment Business Process Series of events
The techniques are useful for:
Cold Calling
Referral Calls
Lead Follow Up
Direct Mail Calls

40. Remedies Better Caller Skills:
Invest in a Skills class (mgr. attend, too)
Role play, role play, role play
Listen to / Review calls
Find a peer buddy

41. Behavior Modification
Manager focus
Weekly review of reports until caller ‘gets it.’
Prospecting process is part of each Sales Meeting
Role Play, Role Play, Role Play
Callers ‘get it’
Understand ratios and can analyze for remedies
Operate the process(es) correctly – Eg. Backfill, Closure
Achieve weekly ‘dial’ goals

42. Pushbacks from Sales I have my own way of doing things
I don’t like scripts
This is a different process than I used before
My way is faster / easier / better
Software is hard to learn / use
I don’t like report cards

43. Activity, not Time
Minutes spent on Action Page by very efficient callers:
1.8 - No Conversation or Chat; leave VM and send .
3.0 - Couple of conversations or chats in the hour
Monday
Tuesday
Wed
Thurs
Friday
3 to 5
8 to10

44. The Learning Curves Callers have three learning curves
The appointment setting skills to convert the conversations into appointments .
The Best Practices to pursue each target correctly to generate a conversation.
The technology to stay organized to operate the Best Practices (also keeps metrics automatically.)
Managers have learning curves also
Participate in the Caller learning curves – understand at the conceptual level.
Review activity, analyze performance, select remedies, implement remedy.
Learn to Role Play (participate in skills training classes.)

45. Manager Essentials
The Basics of Managing the Process of Appointment Setting

46. ROI
Activity Goal
2 & 3 4 5
They may not be known, but every company has prospecting metrics.