Managing Your Working Day in Inside Sales

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Managing Your Working Day in Inside Sales

To use a CRM or not to use a CRM – that is the question

Most organizations I work for have some form of customer database or CRM (customer relationship management) system. If you do, then you should learn every aspect of it and use it to manage your work life. simple.

A good CRM will allow you to track every contact with a customer, what you say, what they say, and the progress you make in your company’s sales process. CRMs can be used to manage data such as Key Performance Indicators – KPIs, many of which have built-in calendaring and email management.

If you don’t have a CRM system, either buy one, rent a system in the cloud such as Salesforce, or use the latest version of Microsoft Outlook with the CRM plug-in. Even better, get Office 365 for yourself and your team, add the CRM bolts, and you’re ready to cook. If you’re familiar with Outlook and the Office product suite, the learning curve for Office 365 will be negligible. I’ll show you how to do it and finally master time and email management.

Office 365 is an inside salesperson’s dream. Add Dynamics CRM Online and you have the perfect intuitive solution. Your e-mails, tasks and appointments from Outlook can be automatically synced to the database. Your Word documents and Excel files can also be stored there. Your conversation will be recorded and saved. Not just for you – but for your entire company.

There is nothing worse for a customer than being treated like a stranger when he or she calls a business. That doesn’t happen with a good CRM system. You and your employees are sharing all interactions with your community in the system. Your system is integrated with social media sites like Facebook and LinkedIn. You have emails, events, notes, conversations and documents associated with each contact and account. Let’s get to Office 365.

use cloud

Office 365 lives in the cloud, in other words, it can be accessed from any device over the internet. It’s not on old hard drives. This means you can pull data from any device, so get them all set up first. Your phone, laptop, PC, tablet. Whenever an entry is made on any device, the database is updated in real time in the cloud, so anyone can see the information from their device.

365 contact

The best feature here is the merge option, where you can link your social media accounts to your contacts. So when you link to a new contact, their details are automatically transferred to your contacts, along with the photo.

If you make a habit of using your phone to take pictures of the people you meet, include that in your contacts. So when they call your phone, their name and photo will flash. Pictures evoke memories better than words.

An email from a new contact can be dragged into the contact box and a contact entry is automatically created with all the details gleaned from the email.

365 calendar

Start by setting options to make your calendar look the way you want it to. Decide on your work week, which may include Saturdays, mine did too. Organize the default view of your calendar.

Now decide on the colors of the different items. Here’s my suggestion:

  • Red – make money

  • Blue – marketing campaigns

  • yellow – management

  • Green – self-development

  • Orange – Personal Activities

Then, you can see at a glance whether you’re productive.

Microsoft offers an enterprise-class web conferencing software platform called Skype for Business. It uses the Skype engine, but is not connected to your personal Skype. It allows you to web conference with anyone or any group with the click of a button. Make sure you get it and link it to Office 365. It’s much better than GoToWebinar, and it’s also more cost-effective.

365 tasks

Office 365 comes with a solid task management engine that’s underused. Many people just list all their tasks in one giant “to-do” list, which can be very confusing.

There are several ways to convert your tasks into more digestible content. The first way is to put the dates on each task — the start and end dates — so they appear at the bottom of the calendar on the relevant day. This is handy if it has to be done that day.

I do it differently. I categorize each task to group them on my calendar. I believe I’m more productive when I’m doing similar tasks in a cluster instead of doing it as I please.

First, I am very clear about my goals, supporting programs and what I need to achieve. I believe you are too. With this in mind, you should choose carefully whether to add items to tasks. You should only do it if it pushes you toward your goals. If yes, it’s called Tactical Next Action – TNA.

I have TNAs for:

  • TNA: phone

  • TNA: Online

  • TNA: do

  • TNA: write

  • TNA: maybe one day

That last one is true; I currently have 35 items in that category and none of them are deal breakers, but the first four are the ones I carry the most in my calendar.

When a new task enters your task list, mark it as unassigned – it automatically finds itself at the top, so you can assign a TNA to it when you’re task-managing. Use your phone to add tasks whenever you think of something or someone has a job for you. Don’t rely on your brain to remember, it won’t, but your phone will. The task will quickly go to the cloud and sync across all devices.

365 mailbox

The basis for all communications and one of your collection points. I’ll discuss collection points later. But let’s tame your email once and for all; I know salespeople drown in it. That’s it.

Before we continue, please turn off your email alerts. This has got to be one of the worst distractions an inside salesperson has ever known.

You can check your email regularly for important items, but it’s best to check every few hours – say 9am, 12pm, 3pm and 5pm. But only deal with the urgent ones, and save the rest for later when you clean out your inbox. For quick reminders of the urgent and important, you can’t do much better than Stephen Covey’s Time Management Grid. Below you can see him creating four boxes that determine whether a task should be completed or delayed or even ignored.

If you really need to flag urgent emails when you get them, get yourself a smartwatch and connect your inbox via Bluetooth. I have a Microsoft Band that does this for me, it vibrates and you can glance at the small screen without accessing email.

And you have to clean out your inbox every day. That’s it.

Choose a 60-minute window each day, ideally before the end of the game. Start with the first email. Can you handle it in 2 minutes? If so, deal with it. If it takes more than 2 minutes, put it in a task to process at another time. You simply drag an email to the task area on Office 365 and it will auto-populate with a task, which remains unassigned and an SNA is assigned later.

If it’s something you don’t want (such as a subscription), see if you can unsubscribe. Be ruthless with these.

If it just needs to be filed somewhere, just drag it to the folder on your PC where it belongs.

Handle your email this way and you’ll clean up your inbox. You have to do this every day. Trust me, you’ll feel good when you do.

collection point

Here’s my term for information and communication coming into your business. Think quickly about what collection points you have. Here’s what it looked like the first time I did this exercise:

  • text

  • e-mail

  • postal

  • in the tray on my desk

  • table

  • car dashboard

  • Post-it notes on my computer screen

  • Unassigned tasks on the phone

  • Cell Phone Voicemail

  • Landline Voicemail

  • social media direct messaging

  • WhatsAppCommunication

  • thoughts stored in my brain

The aim is to reduce them, and I’m being ruthless because the more collection points you have, the harder it is to control and you’ll quickly become overwhelmed. Here’s my knockout list:

  • text

  • Office 365 Email

  • Ideas and other unassigned tasks.

  • In a tray on my desk for all paperwork, including mailing

  • A plastic folder in a briefcase for storing receipts, etc.

Email reigns supreme for me, so I send everything to my email inbox, and since I can access it on my phone, I don’t miss a thing. All social media messages are emailed and eBay notifies everything. It does mean that I have a full inbox every day, but I clear it every day.

Do all of these things and you’ll also manage your time really effectively so you can focus on selling. I do.

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