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Pre-Call Planning

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Table of Contents

01

What is Pre-Call Planning

Pre-call planning can be defined as the research that takes place prior to a sales call in order to prepare for it. Within contact centers, this can prove to be one of the most important sales strategies as it helps create a plan for how their goals must be executed. 

Pre-call planning helps call centers anticipate the questions that they may be asked by customers in order to be prepared to answer these effectively. Good pre-call planning helps identify customer needs and outlines the ways in which you can help satisfy them. This will increase the chance of closing a sale and/or acquiring the information needed.

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02

How to conduct Successful Pre-Call Planning

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The following are a few tips to conduct pre-call planning successfully:

Research your prospect and their Industry

It is vital to understand your prospect fully in aspects such as their industry, competition, their financial situation, and more. By having an understanding of these factors, you will be better prepared to outline the value your product/service can offer them.

Know who you are calling

Before a call, you should try to gather as much information about who you’re going to call. Especially their name and their position within their organization. Knowing who you’re speaking to will allow you to tailor your conversation to your point of contact, and facilitate a more personalised conversation. 

Websites such as Linkedin may be used to gather information such as their company name, their position, how long they’ve been in the industry, and more.

Clearly outline firm goals

Identifying what you want to achieve at the end of the call will help provide you with more direction through the interaction. A closed deal may not always be the end goal of every call. Sometimes calls could be made to learn more information about a point of contact or to better understand circumstances/companies. Knowing what you want out of the call helps set the tone for it. 

Prepare a list of important questions to ask

Being prepared to ask the right questions will ensure that you obtain the information you require to make informed suggestions. It is important to let prospects know what your product/service can do for them in specific and why they must choose it. Though creating a list of questions is recommended, it is also important to ensure that the call does not sound scripted, so if the situation calls for it, it is okay to deviate from the list.

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03

FAQs on Pre-Call Planning

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Answer: In pre call planning, writing a script can prove to be a huge negative and should be avoided. It can cause the call to have a rehearsed or robotic tone, making it seem less personalised and less natural. Additionally, a common mistake that is made is the disregarding of call objectives. Not knowing what you want from a call before it is made can lead to a pointless conversation and a frustrated client, hence this must be avoided.

Answer: Pre-call planning is professional and differentiates you from competitors and other sales calls that prospects may receive. It also creates potential for more efficient sales calls and demonstrates your competency and situational fluency.

Answer: Pre-call analysis is the gathering, and interpreting of information about your prospect before the call is made.

Answer: There are a few important objectives for sales calls. This includes inspiring desire by showing the buyer how much your solution (product/service) can benefit them. Another objective is to create urgency by communicating why and how your prospect should take the next step.

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