The Ultimate Guide to Sales Prospecting: Tips, Techniques, & Tools to Succeed
Cambria Davies | @cambria_davies
Tick tock, tick tock, tick tock.
That’s the sound of the countdown that begins each day of every week of every month. It’s the one aspect of sales that just never changes.
Tick tock, tick tock, tick tock.
Sell, sell, sell.
As we’ve all experienced, sales essentially boils down to two things:
And those two things often go hand-in-hand. While we (or our team) are racing to hit quota against that clock, though, we can save time and maximize our numbers by investing in the right processes, activities, and skills.
Truth is, sales is changing -- quickly. As the sales conversations grows even more buyer-focused, sales reps have begun developing his or her own hack, own technique, own process.
That’s where this guide comes in. In this growing sales landscape, we’ll outline the various processes and key strategies for prospecting -- the phase of selling that often consumes the most time and energy (and is the most crucial to get right).
What Is Prospecting?
Prospecting: The process of searching for potential customers, clients, or buyers in order to develop new business. The end goal is to move prospects through the sales funnel until they eventually convert into revenue-generating customers.
What's the difference between leads and prospects?
Leads: Potential customers who have expressed interest in our company or services through behaviors like visiting our website, subscribing to a blog, or downloading an ebook.
Prospects: Leads become prospects if they are qualified as potential customers, meaning that they align with the persona of our target buyer. A prospect may also be classified as a potential customer who has limited or no interaction with our company, but they would not be considered a lead.
Leads or prospects, the end goal is the same: Nurture potential customers until they buy our product or service. Here is what the funnel looks like:
Goal: Determine quality of lead
Qualifying dimensions: A set of criteria to evaluate the probability that a lead or prospect will become a customer.
CRM (customer relationship management): Software that allows companies to keep track of their potential and existing customers at whichever stage they may assume in the sales cycle.
Goal: Get to a connect
Gatekeeper: Person in charge of communicating or preventing information from reaching a decision-maker; for example, receptionists or personal assistants.
Decision-maker: The person in charge of making a final decision on the sale. We usually have to go through a gatekeeper to reach them.
Goal: Schedule next meeting
Discovery call: The first contact a sales rep makes with a prospect with the aim to qualify them as a lead for the next step in the sales cycle
4. Educate and Evaluate
Goal: Evaluate and qualify needs
Pain point: A prospect’s business need; this is what sales reps must identify in order to provide value and move them farther along in the sales cycle
Objection: A prospect’s challenge leading to opposing a product or service, i.e. budget, time constraints.
Goal: Turn Opportunities Into Customers
Closed-won: When the buyer purchases a product or service from the sales rep.
Closed-lost: When the buyer fails to purchase a product or service from the sales rep.
Closing ratio: Ratio of prospects that a sales rep closes and wins.
Sales Prospecting Techniques
As the sales environment matures, we’re seeing a shift from the former method of prospecting (outbound) to one that is much more buyer-centric (inbound).
Here’s the big difference in the two methodologies:
Cold calling: Unsolicited calls to sell a product or service
Social spamming: Unsolicited social media messages to sell a product or service
The Process: Research takes longer without any prior history with a contact. Less context for us when we’re ready to reach out to establish a connection.
Example: “Hi John, I wanted to reach out to you because I’ve worked with companies similar to yours in the past."
Warm emailing: Warm emails to explore a relationship with a lead who has already expressed familiarity with your product or service
Social selling: Using social media to explore a relationship with a lead who has already expressed familiarity with your product or service; sales reps can provide value to prospects on social media by answering their questions and introducing them to useful content
The Process: Research process is shorter as we already have their contact information and interaction history. Provides us with context about the prospect’s interests or prior behavior, allowing us to develop more personalized outreach.
Example: “Hi John, I’m reaching out because I noticed you were looking at our e-book on improving sales productivity.”
Our Recommendation: Inbound Prospecting
Our world is now characterized by infinite information, whenever we want.
Before we make a purchase decision, 60% of us rely on word-of-mouth, friends, and social media, 49% on customer references, 47% on analyst reports and recommendations, and 44% on media articles (Inbound Sales Report). [Click to Tweet]
Before a salesperson even has a chance to contact a prospect, he or she is already 57% of the way through the sales process. Yet, salespeople are still cold calling as if buyers have no awareness. Experienced salespeople can expect to spend 7.5 hours of cold calling to get ONE qualified appointment, according to a Baylor University study.
It’s time companies and sales reps start paying attention to buyers, leveraging their context, and understanding who they are and what they need.
It’s time they adopt inbound sales.
Companies that use inbound sales techniques are better positioned for success in this new realm of buyer awareness. In fact, 64% of teams that use inbound selling reach their quotas as opposed to 49% of sales teams who use outbound sales [Click to Tweet]. IBM even increased their sales by 400% after implementing their inbound sales program.
Now, let’s look at specific frameworks and techniques for how we can adopt an inbound approach to prospecting.
A Guide to Prospecting
50% of sales time is wasted on unproductive prospecting. [Source: The B2B Lead]
We don’t want you to fall into that sales statistic.
That’s why we recommend the inbound way and put together a basic framework that applies to all sales processes. But with a twist.
As we mentioned earlier, we understand that everyone has their own approach. So we’ve also weaved in personal prospecting tips and tricks from the best salespeople we know. Pick and play with whatever works best for your own sales hustle.
Step 1: Research
This is by far the most important aspect of prospecting. We must ensure that we’re qualifying our prospects in order to improve our chances of providing value to them or their business.
In this stage of prospecting, we’re looking to accomplish a few goals:
- Determine if the prospect is workable
- Qualify and begin prioritizing prospects
- Find opportunities to develop a connection through personalization, rapport building, and trust development
Here are some important qualifying dimensions to evaluate if a prospect has a high probability of becoming a customer:
This type of qualification is based solely on demographics. Does the prospect fall within my territory? Do we sell in their industry? Does it fit our buyer persona?
Say our target market consists of small to medium-sized businesses with anywhere from 100 to 1,000 employees. We should eliminate any potential customers outside of these criteria.
Diving deeper, our product or service will naturally provide higher value to a particular profile within that target market. For example, medium-sized businesses consisting of a larger team. Those customers are also more likely to upgrade to a higher tier of our product, providing more lifetime value as a customer.
Takeaway: Prioritize customers based on the size of the opportunity, or their potential lifetime value.
HubSpot CRM's Prospects tool offers insight into who is visiting your website so you can determine which businesses are the most interested in your product or services.
There are two types of people involved on the other end of our sales process: Decision-makers and influencers.
Influencers may not have the power to buy, but they’re often the ones that will be using the product and thus can become our biggest internal advocates. If we get them to rally around our offering, they can make a compelling case to decision-makers before we even speak with them.
Decision-makers are, of course, the ones that either approve or reject the buy. We can ask these questions to determine the decision-making process: Will anyone else be involved in this decision? Does this purchase come out of your immediate budget?
Takeaway: Keep a working list of influencers and buyers, perhaps mapped out by the organizational structure of the organization. We’ll use this list later, when we’re in the outreach phase of prospecting.
Time constraints and budget limitations are often the biggest objections we receive from prospects. Before wasting time on an exploratory call to hear this objection, let’s do some homework beforehand to see if we can filter out potential buyers who clearly don’t have the bandwidth to consider our offering.
Takeaway: If we see a prospect has just launched a new marketing campaign, they might not have the time to cycle through an extensive sales process. We should take note of prospects who clearly have their hands tied and revisit them at a later date.
Familiarity with the market
We’re likely to be more familiar with certain types of companies, markets, or industries than others. Our pitch and sales techniques are also likely to be more refined with markets we feel comfortable talking about, so we should prioritize these prospects first.
Takeaway: Group similar prospects by characteristics such as their service offering, their market, or their industry, and prioritize these groups based on our familiarity with them.
Value-added prospects to whom we can provide more value are more likely to buy our offering. For example, if we’re selling basic digital marketing services and we see that our prospect already has a robust web presence, the probability we can create tremendous additional value is low.
Takeaway: Classify prospects by the level of value we think we can provide.
Look at job boards to find departments in which a company is investing or growing. This can further inform us of their key goals or challenges.
If our prospect is a public company we can also look at their annual financial report (dubbed a 10-K) under the “Risk Factors” section to see if there’s alignment between their stated business challenges and our product offering.
Awareness of offering
Our prospects will likely have varying levels of knowledge about our product or services. The more awareness they have, the more likely they are to see the value in our offering and become customers.
If a prospect has visited our website, subscribed to our blog, or posted content about something related to our offering, they probably know a lot about our company or service.
Takeaway: Group prospects by their level of awareness so we can take advantage of this familiarity later in the sales process.
There are a bajillion sales qualification frameworks. At HubSpot, the reps have coined the GPCTBA/C&I framework (which they vouch sounds more confusing than it actually is).
Here is the basic breakdown and some examples of questions asked when connecting with potential customers to follow the framework:
Now we can focus on creating a highly targeted, relevant list. Based on our research, we should have a fine-tuned profile of our target customer, and every company or individual on our prospect list should meet that criteria.
Step 2: Prioritize
Prioritizing our prospects can save us time and ensure we’re dedicating our strongest efforts to prospects that are most likely to become customers. Levels of prioritization will vary between each type of sales organization and each individual salesperson, but the main idea is to create a few buckets of prospects based on their likelihood to buy and focus on one bucket at a time.
Let’s break down the qualifying dimensions used in our list above (and any additional relevant dimensions) into percentages between 1% and 100% based on how important they are to the sales process. For example, size of opportunity is probably more important to us than timing in terms of closing a deal, so it would receive a 70% whereas timing would receive a 5%.
Now we can assign a value between 1 and 100 to these dimensions for each prospect in our list. Once we complete this step, we can multiply each prospect’s value by the percentage weight we gave to the dimension.
Add up these dimension scores until each prospect has a total score. And now our entire list is prioritized.
P.S. Lead management software does this automatically.
We can also qualitatively classify prospects by rating them on a spectrum from high, medium, and low as follows:
- Matches criteria for customer persona
- Clear business challenge that aligns with our product offering
- Able to connect with a decision-maker
- We have a mutual connection or common interest (i.e. mutual friend on LinkedIn or both graduated from the same college)
- High level of interaction with our website or social media accounts
Recommended effort: Five touchpoints
Contact sequence: Every other business day
- Match some elements of our customer persona
- Clear business challenge that aligns with our product offering
- Able to connect with an influencer
- Some level of interaction with our website or social media accounts
Recommended effort: Five touchpoints
Contact sequence: Every other business day
- Don’t match with our customer persona
- Unclear business challenge
- Not able to connect with an influencer or decision-maker
- Limited or no interaction with our website or social media accounts
Recommended effort: Five touchpoints
Contact sequence: Every other business day
Step 3: Prep the outreach
The end goal of this step is to gather in-depth information on our prospects in order to hone our pitch and personalize our outreach. So first, we must determine what our prospects care about.
We can do this in a few ways:
- See if the prospect blogs to determine what they write about (as a proxy for what they care about)
- Find their social media presence. Do they have recent updates or a new post?
- Check the company website to review “About Us” information
Once we’ve learned more about our prospect’s business and role, we need to find a reason to connect. Do we have mutual connections? Has there been a trigger event? Have they recently visited our website? If so, which search terms drove them to our site? Which pages did they look at?
If we want to get more high-level with our prep, we can create a decision map to outline our prospect's options and end-goals. This will help us better handle any objections and personalize a pitch that resonates with their primary objectives. We could also conduct a competitive analysis to determine how we can better position our company's service or product within the industry and how we can combat prospects' objections.
Kyle Van Pelt devised a systematic approach for prospecting where he reads 30 articles in 30 minutes every day and uses the content in his email outreach in a tailored, relevant way. And he achieved a 90% response rate.
Kyle uses Digg to subscribe to company’s blogs that he thinks would make for good prospects. Here’s how it works:
- Open each interesting post in a new tab.
- Skim each post.
- Read the most interesting posts.
- After skimming through all of the options, narrow the final list down to the most interesting posts. There will typically be between 20-30 posts left. We should put ourselves in the prospect’s shoes as we’re reading these articles, searching for pain points or trigger events.
- Use the most interesting, relevant information we find in the articles to tailor an email or a call to our prospect.
All of these questions will help us craft more context around our prospect’s situation which will help us when we’re ready to make that initial contact.
Create a list of top priority prospects on Twitter to more easily track trigger events and streamline the research process. Here’s how to set it up:
- Click your profile picture next to the Tweet button in the upper right hand corner of the page, and then click “Lists.”
- Now click “Create new list” on the sidebar.
- Name the list and then set it to “Private” so only you can access it.
- Now add the prospects you want to track to your list. Just search for their accounts, click the gear icon next to their profile picture, and then click “Add or remove from lists.” Note: You may want to group your high priority prospects together in one list, followed by your medium-priority prospects and then low-priority.
- Now that you’ve created the list, we can easily monitor our prospects’ activity using a tool like HubSpot Social Inbox. HubSpot’s Social Inbox color-codes your customers and leads and helps you prioritize your engagement. You can see what type of content resonates with your prospects by tracking their interactions, conversations, and new follows.
Watch as this feed populates with prospect activity. We can check this every morning and afternoon to see if any trigger events have occurred that would provide a valuable opportunity for us to connect.
Step 4: The First Touch
Whether calling or emailing, our outreach should be highly tailored to our prospect’s particular business, goal, industry.
Keep these general tips in mind when contacting a prospect, whether on the phone or through email:
- Personalize. Reference a specific problem that the prospect is encountering with a specific solution.
- Stay relevant and timely. Ensure the issue a prospect is trying to solve is still relevant to him or her and their team.
- Be human. No one likes to communicate with a professional robot. Adding in details like wishing someone a happy holiday weekend or by conveying how awesome their company’s product is are real touches that allow us to establish a connection on a deeper level.
- Help, don’t sell. Provide value and ask for nothing in return. This process isn’t about us, it’s about THEM. For example, instead of scheduling a follow up meeting, we could offer to conduct an audit on their digital media presence and get back to them with our findings in a week.
- Keep it casual. Remember that this is just a conversation. Stay natural and as non-salesy as possible. The key to prospecting, and sales, is that we’re never selling. We’re simply determining if both parties could mutually benefit from a relationship.
Batch prospecting sessions for 2-3 hours at a time and take a quick five minute break between each hour. Get an egg timer, and set the timer on a countdown for 20 minutes, 30 minutes, or 45 minutes, depending on how much time we scheduled for the call. End the call on the timer’s beep, use 5 minutes for following up, 5 minutes for updating notes and administrative tasks in Salesforce, and then use 5 minutes to prep for the next call.
In terms of establishing contact, we must decide between email or phone communication. Some of us will initially jump on the cold email approach while others will dive into the cold call. This strategy will vary based on what each salesperson feels most comfortable with, but let’s quickly review pros and cons to both.
- Allows prospect to consider our offer
- Provides prospect with adequate time to research our company and product
- Easily forwarded to key stakeholders who might be a better fit to speak with
- Email is a cluttered space so it may be harder to grab a prospect’s attention
- Emails are easily deleted or forgotten
- We may have to follow up multiple times before we get a response
- Calls are less common than email, so they can grab a prospect’s attention quickly and more easily
- Immediately establishes a more intimate connection and offers salespeople the chance to develop rapport
- Often more timely than email communication and can accelerate the time it takes to close a deal
- Some prospects may feel overwhelmed by a call and thus be less inclined to consider a pitch or schedule a second meeting
- There’s no guarantee a prospect will pick up
- Voicemail can often be as cluttered as email
Successful first touch strategies often incorporate both approaches to take advantage of the pros and minimize the cons.
Jeff Hoffman pioneered the BASHO sequence which advocates a combination of voicemail and email messages to gain leverage with prospects.
Voicemail / Email: Wait for 24 hours
Voicemail / Email: Wait for 48 hours
Voicemail / Email: Wait for 72 hours
Voicemail / Email: Wait for 5 days
Breakup Voicemail / Email
Alternating between voicemail and email, with unique messaging each time, this technique gives prospects the opportunity to consider our offer, conduct their own research, and respond at a time convenient for them.
But, how do we leave a voicemail or send an email that prospects want to respond to? Let’s dive into the dos and don’ts of each communication method below:
The Warm Email
If we’re looking to send a first-touch email that gets opened, there are some essentials that we must include:
- Engaging subject line: The subject line has to pique the prospect’s interest while avoiding cliché hooks.
- Personal opening line: We should begin our cold email by saying something about them, not about us. After all, this process is about finding the prospect’s pain points and determining a way to add value to their business or processes.
- Creating a connection: Now we have to make the connection. In our opening, they learn why we’re reaching out to them, but now they need to know why they should care about what we do.
- Clear call-to-action: Suggest a concrete time to connect or ask a close-ended question to make it clear that the ball is in their court. Try using one of these lines: “Do you have ten minutes to catch up tomorrow?” or “Are you available for a 30 minute call on Tuesday between 9-11 a.m.?”
Try sending a calendar invite, instead of an email, to get straight to the point. In the description section, we can type up a personalized message like this:
Jill Konrath also suggests scheduling a short 5-minute meeting to get our foot in the door with prospects whose calendars are particularly swamped.
The Prospecting Call
If we decide to call a prospect, whether in conjunction with an email or not, we can follow this basic structure for the call:
- Establish rapport: We shouldn’t shy away from personal conversations, like asking how a prospect’s weekend was or what team they’re rooting for in the game tonight. These intimate touches help us develop a more meaningful relationship with prospects and enhance our likeability which, hopefully, means a prospect will be more likely to buy from us.
- Leverage pain points: Dive into their pain points during the call. By the end of the conversation, we should know all of their primary business challenges and the underlying causes associated with them. Once we have an understanding of these key issues, we can better position our product or services to solve them.
- Create curiosity: Ask questions about their business. Ask more than tell. This conversation is about them and understanding their needs and problems. The less we talk about our business and product, the more our prospect will be interested to hear the final pitch.
- Wrap it up: Find a calendar time between 24-48 hours after discovery call to book a follow-up meeting. Try this line: “Would you have 30 minutes to follow up this week? My colleague, John, will join us -- he’s an expert in X, Y, Z. My calendar’s open, what works best for you?”
Get a checklist to help you have a successful first call.
Step 5: Iterate
Keep notes throughout this process to assess what activities generated value for the prospecting process and which wasted time.
After each contact with a prospect, we should assess how well we think we:
- Uncovered challenges
- Helped create well-defined goals
- Confirmed availability of budget
- Understand decision-making process
- Determined consequences of inaction
- Identified potential results of success
This self-reflection will help us improve our calling techniques in the future.
Bryan Kreuzberger, founder of Breakthrough Email, sends a follow-up email if prospects respond with a rejection. The purpose of this email is simple: Learning. We can use this rejection as an opportunity to better understand how we can improve our sales techniques by sending this template:
Hi [prospect name],
Thanks for your email, I just closed your file. I have a quick question as a final follow up. Why aren’t you interested? Was it something I did?
If there is any way I can improve, let me know. I’m always looking for input.
Thanks for your help,
One of HubSpot's sales managers uses Gmail labels to visualize his prospects in the sales funnel.
For example, after an initial discovery call, he sends a follow up to his prospects and labels their response according to the action required of the account under the corresponding inbox. This allows him to easily shift gears when contacting cold prospects versus re-engaging old prospects or moving warm prospects further down the funnel.
Finally, to boost our prospecting productivity through each of these stages, we can utilize the following sales prospecting tools.
Sales Prospecting Tools
We can use Twitter to get an idea of what our prospect finds important. By showing them support through a retweet or favorite, or even engaging them in conversation, we can show them that we have their interests, challenges, and needs in mind. Because we’ve already opened the relationship through a personal medium like Twitter, we’ll have a greater window of opportunity to adjust our pitch.
How to use it: To inform the sales process. Use Twitter’s Advanced search to quickly sift through a prospect’s feed and find what’s important. For example, if we see that a prospect posted a question about our product, it’s a perfect opportunity to respond.
HubSpot’s free CRM software allows users to keep track of sales activity and source new prospects.
How to use it: Surface warm prospects who have already visited our website. Store contacts and companies, track deals, and easily manage tasks such as follow ups and meetings.
Connects the web apps we use to automate tedious tasks.
How to use it: Create a “Zap” to automatically send a text message whenever we receive a new email. Or, automatically create a new lead in Salesforce when we get an email submission on our blog.
Use email tracking to know when prospects open emails, click on links, or open attachments. HubSpot Sales also provides us with detailed contact information right in our inbox and it allows us to schedule emails to be sent at a time when we know our prospect will be most likely to open them.
How to use it: If we see that a prospect is viewing an email we sent two weeks ago, we can follow up with information related to what they’re viewing, or email them to set up another meeting.
This provides us with a feed on the company’s recent updates to help discover industry news, marketing campaigns, events, product launches, and recently published content.
How to use it: We can reference these updates as trigger events to engage our prospects in real conversations.
Google Alerts allows us to track web mentions on a company’s name, product, competitors, or industry trends.
How to use it: Customize alerts to send real-time, daily, weekly, or monthly updates on whichever keywords are relevant to our prospects. We can use these to tailor our outreach.
Datanyze tracks competing technology providers and informs us of companies who have started or stopped using their solution.
How to use it: Connect with prospects after they stop using a competitor’s product to catch them while they’re on the market for a better offering.
This is an extension for Chrome and Firefox that lets us keep track of local or foreign time zones in our status bar.
How to use it: Manage time zones and never miss a meeting due to a misunderstanding between PST, EST, CT, etc.
Stay organized and efficient by taking notes in Evernote which syncs notes through their mobile, desktop and web apps.
How to use it: Use this tool while on an exploratory prospecting call to keep track of pain points, company details, and action items.
Cold Calling Is Dead: 15 New Prospecting Strategies Salespeople Should Use
Cold calling used to be one of the best -- and only -- prospecting strategies salespeople could use.
But in the past 40 years, a variety of more effective alternatives have emerged.
A good prospecting strategy is:
- Consistent: It reliably generates new leads.
- High-return: It generates a high number of potential customers for the amount of energy and resources required.
- Targeted: It connects you with the right prospects, not just any prospects.
Why doesn't cold calling fit this criteria?
With over 200 million people on the global Do Not Call list, T-Mobile releasing data-only mobile packages, and corporations not taking calls unless you have a named contact, it’s clear that our desire to speak with people on the phone is dwindling -- especially if those calls are unsolicited.
On top of that, prospects can now research company information, reviews, feedback, and all manner of information online. Cold calling is becoming an unnecessary nuisance -- prospects no longer need salespeople.
In fact, it’s fair to say that anyone interrupting your day with an uninvited three-minute script is going to have to do some seriously fast and impressive talking to keep you on the line. Let’s face it; the odds aren’t on the salesperson's side: Chances are the caller has already had to get creative about how they got through to your desk phone in the first place, and the call itself has probably begun with you being mildly irritated at best.
So while prospects are annoyed that their days are still being interrupted by cold calls, sellers aren't having a good time either. They most likely have managers who demand more than 20-30 calls a day and expect just as many meetings booked per week.
But expectations and reality could not be farther apart. In sales organizations that rely on cold calling, lead flow is slowing down, the sales team is getting frustrated, and managers are getting increasingly angry.
The Harvard Business Review reported cold calling is ineffective 90% of the time, and more recent research shows that less than 2% of cold calls actually result in a meeting. Assuming a 0.3% appointment-booking rate and a 20% win rate, it would take 6,264 cold calls to make just four sales.
15 Lead Generation Alternatives to Cold Calling
What can the modern business do to protect its future and get new leads without cold calling? The good news is that it doesn’t involve a circus act or shameless begging of any sort. The bad news is that it requires a completely different way of thinking and some serious energy and hard work. Here are 15 alternatives to cold calling salespeople can use to generate leads.
- Share interesting content that helps prospective customers solve their business problems. Once you've built up your personal following, you'll have a natural flow of prospects to your products and/or services.
- Blog. Focus on the overlap between your expertise and your prospects' pain points and opportunities.
- Engage on social media with the right people (i.e. users who fit your ideal buyer profile) and grow your audience.
- Join LinkedIn groups and answer questions.
- Share relevant blog posts or interesting articles in online groups to help kick off the conversation.
- Create a great series of sales emails designed to provide inbound leads with helpful information. Make sure you're moving beyond your regular sales pitch, regular request for a meeting, or product information. Remember, it’s about them, not you. Use this sequence to help prospects learn during their research and consideration phase, so they’re ready to talk by the time you get on the phone with them.
- Track your web visitors' behavior and understand when the time is right to reach out with a call.
- Set up email notifications when prospects are researching articles on your website that signify buyer intent such as demos, price lists, and product walkthroughs.
- Sell based on your expert knowledge, not Jedi mind tricks.
- Use an integrated and intelligent CRM system so you have a context for every buyer before you reach out.
- Keep in touch with prospects after the sales process. Make sure you continue to send them helpful content even if they decided not to purchase. This helps you do more beyond your initial follow-up and stay in the prospect’s mind.
- Ditch the script: Be human, relatable, and consultative in your calls.
- Offer free half-hour consultations on your area of expertise. Once you've earned credibility and trust with a potential customer and delved into their challenges, explain how your product can help.
- Ask your happiest customers to refer you to others who might benefit from your solution. Make your request as specific as possible ("Do you know any companies of X size in [industry] who struggle with [challenge]?" ) so a name immediately leaps into your customer's head.
- Make a video featuring your tips for solving a common challenge or capitalizing on a timely opportunity. At the end, tell viewers you're willing to give them personalized recommendations on the topic if they'd like. Share the video on your social media platforms and send it to your customers.
Once you start turning your new social and website visitors who are in active research phase into contacts, and prospect using social media, blogs, and your own email campaigns, your prospects will be be more receptive and ready to talk -- unlike when they’ve been unexpectedly interrupted by an unwelcome phone call before their next meeting!
By looking at your website and social pages as powerful lead generation tools, you can get your sales team fully connected with your marketing team. The result? A powerful new approach that will help you nurture your leads and close deals.
Are you interested in generating more new leads from your B2B social media? Download our free beginner’s guide here.
Editor's note: This post was originally published in December 2015 and has been updated for comprehensiveness and freshness.
The Ultimate Guide to Prospecting: How Many Touchpoints, When, and What Type
Jeff Hoffman | @mjhoffman
It’s incredibly rare that a prospect responds to a salesperson’s first outreach attempt. This necessitates following up … and following up on your follow ups.
But how many prospecting touchpoints should salespeople make before they call it quits? When should they send these messages? And should they email, call, or reach out in another way? The “how,” “when,” and “what” of following up is important to get right if a rep hopes to snag the buyer’s attention and make a sale.
Here’s a guide that can help you optimize your prospecting process and significantly improve your response and connect rates, even with no changes to the content of your messaging.
How Many Touchpoints Are the Right Amount?
First, let’s define “touchpoint.” To me, a touchpoint refers to a voicemail, email, or live conversation. I don’t consider interactions through social media or a call with no voicemail to be touchpoints since there’s little or no proofthat these interactions happened.
There’s plenty of evidence that suggests response rates rise with each subsequent outreach attempt. However, when you surpass five touchpoints, the law of diminishing returns comes into play. In other words, a seventh touchpoint is not much more effective than a sixth. With this in mind, I think five touches is a good benchmark.
There are two important caveats to this number. First, every industry and buyer persona is different. While five touches might be the right number for one type of prospect, seven or three might be right for another. This is why you must test the number and observe your response rates over time.
The second caveat is related to the first. In order to see accurate results from touchpoint testing, you must choose a number and stick to it with each and every single prospect you engage. Most reps vary the number of attempts they make based on the particular buyer, but how will you discover the “magic” number for your territory or situation without consistent data? If you decide to work a lead, you must commit to making a set amount of touchpoints.
Reaching out multiple times won't work unless you vary your messaging. Every time you contact a prospect, provide value in a new way. For instance, you might send a short tip in one email and link to a helpful ebook in the second.
When Should I Make My Attempts?
In my experience, connect rates rise as the day, week, and month advances. According to this maxim, here are the ideal times to reach out:
- Time: 3 p.m. and later local time (call), five minutes before and after the hour (email)
- Day of week: Thursday and Friday
- Date: 28th -- 31st
Most salespeople make their prospecting calls early in the morning and early in the week. However, this is precisely the time when buyers are planning out their workload and prioritizing their tasks -- they don’t have time for a sales call.
You’ll have better success when the day is winding down, and the prospect has more bandwidth for an unexpected request.
In terms of email, you can write messages at any point in the day, but be careful not to send them until five minutes before or five minutes after the hour. Since you want your email to be no lower than 12 messages from the top, you’ll need to send it at the precise moment when the buyer opens their inbox. Five minutes before and after the hour is the span of time when buyers walk to and from meetings, and check their email. Hitting “send” in this 10-minute window dramatically increases your chances of getting a response.
Lastly, how should you distribute your touchpoints? Over the span of a month, most reps skew early. They might reach out two times the first day, once a few days later, once a week later, and then one final time a few weeks after that.
But this pattern communicates to the buyer that your request isn’t urgent. To express urgency, I recommend skewing your touchpoints the opposite way. I wait quite a while after making my first attempt to follow up -- maybe 12 days or two weeks. But then I use a half-life rule with each subsequent attempt.
Here’s what this schedule might look like:
- First attempt: May 1
- Second attempt: May 13 (12 days later)
- Third attempt: May 19 (six days later)
- Fourth attempt: May 22 (three days later)
- Fifth attempt: May 24 mid-day (one and a half days later)
Now the buyer senses that my message is growing in urgency instead of decreasing.
What Types of Messages Should I Use?
Your prospecting message mix should be just that -- a mix. The specific divide between calls and emails should by determined by you and your manager based on what works best in your industry.
That said, in my experience, leaning on the phone slightly more than email generates the best results. For that reason, I recommend following a three calls / two emails split, but three emails / two calls is also acceptable.
What I don’t recommend is all emails or no calls, or four calls and one email. Keep it as balanced as possible while playing to the preferences of your buyers.
If you can skew your outreach earlier than later, make at least five attempts with each and every prospect, and mix up your approach, I guarantee your connect rate will climb. Also remember to keep a close eye on how different times of day, types of message, and numbers of touchpoints affects your success, and fine tune your strategy accordingly.
Come see Jeff Hoffman speak at INBOUND 2016.
This post was originally published in May 2015 and has been updated for comprehensiveness and accuracy.