SALES SYSTEMS BASICS RESOURCE

Transcription

1 SUPERCHARGE YOUR SALES TRAINING 1 SALES SYSTEMS BASICS RESOURCE F L O U R I S H T H R I V E A C A D E M Y. C O M

2 SUPERCHARGE YOUR SALES Sales Systems Basics Resource Enjoy our sales systems basics worksheet. You ll find some useful tools, templates, recommendations and resources to help start setting up your Sales System. Try not to get overwhelmed by the amount of information here. Pull what you can and put this into your Sales or Operations Manual. Test out the different resource recommendations and use what works for you. We ve organized the information here so you can use this as a reference tool. Sales Systems Basics Page 2-5: Customer Relationship Management Systems Page 6: and Ecommerce Solutions Page 7-12: Sales Templates Page: 7: Order Forms Page 7-8: Contracts, Policies, or Terms of Service Page 8: Sample Scripts Checklist Page 9: Basic Outline for a Cold Call Page 10: Direct-to-Consumer Cold / Warm Call Page 11: Cold Template Page 12: Warm / Follow-Up Template Page 13: Sales Tools + Systems Page 13: Document Your Processes and Systems Page 14: Sales Systems You NEED in Place Page 15: Keep Your Processes + Systems Organized Page 15: Keep Track of Prospects, Stores, and Clients Page 15: Create a Sales Plan Page 16-17: Create Schedules for Outreach and Promotion Page 17-18: Use a Project Management Tool to Help You Stay On Track

3 Customer Relationship Management (CRM) Systems You might have heard the term Customer Relationship Management Systems (or CRMs ) before, but for those of you who don t know, CRMs are an invaluable sales tool that should never be overlooked. CRM softwares and systems serve the purpose of gathers all client correspondence into one place. You will be able to track details of every account you have, and easily pull up information such as orders, sizes, likes / dislikes, important dates, and so much more. You can even use some of these tools to keep track of tasks related to each client, complete with automatic reminders. With that being said, the type of CRM you use will be dependant on your business model. Below, we ve broken down the top recommended CRM tools for every type of jewelry business. Use the checklist below to mark which tools could be right for you Remember, you don t have to pick one just yet. There are quite a few CRM options out there, so we recommend using this list to help narrow down your options! Here are some of our favorite CRM tools. Tracy personally uses Insightly and loves it. It s a project management and CRM combined and great for those of you you Insightly Best for: Direct-to-Consumer, Wholesale This powerful CRM program lets you keep track of projects, assignments, s, notes, leads, and milestone, all on an easy-to-use interface your whole team can work with. Insightly makes it easy to keep track of both your clients and team all in one place. Plans range in price, with varying levels of integration capacity. Pricing: Choose from five plans, ranging from $0 to $99, all with a 14-day free trial.

4 Zoho Best for: Direct-to-Consumer The free software Zoho targets small businesses (specifically, those with 10 employees or less.) Users say Zoho is the perfect starter CRM system, with features like social media integration, mobile integration, analytics, automation, and their signature 360 view report, which sums up a view of your contacts, sales systems, and pipelines to help you provide customer care and track the big picture impacts. Pricing: Free Method:me Best for: Direct-to-Consumer, Online Businesses Calling all Quickbooks lovers out there! Method:me is a CRM created specifically to integrate and sync with Quickbooks. Method:me has some pretty cool features, including allowing users to create customer portals for contacts, to view/pay invoices and initiate new orders. Plus, unlimited contacts and integrations with Gmail, Outlook, Mailchimp, and more. Pricing: After a 30-day free trial, the standard plan is $25 per user / per month, with the Pro plan bumping up to $40. Capsule Best for: Trade Shows, Wholesale + B2B Capsule is a pretty all-purpose CRM, covering basics such as contact management, sales pipeline tracking, and task management. What sets Capsule apart? Their huge list of integrations, a mobile app, and their free account option! Which brings us to pricing Pricing: There is a free option, with limited storage and contacts, then a Professional option priced at $12 per user / per month, allowing for more storage and contacts as well as premium integrations.

5 Karma Best for: Online businesses Karma s features include a robust customer management system, automated social media profile lookups, event calendar, sales task automation, team collaboration tools, Google integrations, a customizable interface, and a task manager. Karma has everything you need, and the kitchen sink, which some people love (especially if your team works remotely.) Pricing: Pricing plans include a free option, with limited storage and contacts, and paid plans in tiers ranging from $9 to $89 per month, with more users and contacts as the price tag goes up. While not CRMs, there are a few online tools you might already be using in other areas of your online business that include CRM functionalities. These include Shopify: FlourishThriveAcademy.com/Shopify If your ecommerce is already shopify, you re in luck! Their complex backend system allows you to keep notes on every account and even reminds you to follow up with clients. Enjoy 10% and a free trial on F&TA! Mailchimp: On top of helping you send out newsletters and s, did you know Mailchimp also features a full-force contact and account management system? Infusionsoft: While not the most user-friendly, (and again, chiefly a tool used to create powerful funnels) Infusionsoft also includes an -integrated account management feature. ConvertKit: FlourishThriveAcademy.com/ConvertKit If you re willing to sit down and enter all your information in, Salesforce allows you to track pretty much every detail of your relationship with all of your clients, and sort accounts into categories you can create. While we haven t tried these just yet, other CRM systems that come highly recommended include:

6 Now, grab a sheet of paper (or create a new word document) and spend five minutes researching and taking notes on the various pros and cons of each tool you checked above. Once you factor in pricing, it will be pretty clear which system is going to give you the most bang for your buck, featuring the tools that are needed for your specific jewelry business model. Information to include in your CRM Make sure you are collecting all of the pertinent data you might need to create an awesome CRM experience and to make the most out of the tool. Buyer/Customer s Name Account/Store Name (if Applicable) Occupation (if Applicable) Title (store owner, buyer, associate buyer, assistant buyer, stylist, etc.) Bill To address Ship To address Address Website Work Phone # Cell # Fax # Resale # (required by law if a retail store) Payment Terms Type of store (if applicable) The Markets/Trade Shows they attend Birthdays (month & day) Referral Source/ How They Found You

7 + ECommerce Solutions ads Solutions Marketing CRMs Mailchimp Infusionsoft ConvertKit ECommerce Solutions Trouble deciding which ecommerce solution is right for you? We ve got you covered. Before we recommend our personal favorite ecommerce services, we wanted to run through what you should be looking for in an ecommerce platform: Payments Accepted: Ideally, you ll want a platform that accepts all major credit cards (Visa, Mastercard, Discover, and American Express) Shopping Cart: Keep an eye out for sales-boosting features that can automate your processes, such as automatic abandoned cart recovery s and customer account creation upon checkout. Shipping: Always make sure your platform of choice supports your shipping services, methods and pricings of choice. Security: While so many factors go into creating a secure website, you ll want to look for services that generate SLL certificates for every sale, and that all credit card and transaction information is protected Design: Make sure your platform design is 100% customizable, integrates well with your current designs, or supports a seamless brand transfer from your current sales avenue. Now, without further ado, we have to recommend our #1 favorite ECommerce solution: Shopify FlourishThriveAcademy.com/Shopify Shopify is every expert s favorite when it comes to ecommerce user experience. On top of the platform s complex shopping cart and CRM capabilities, the service even functions as a website builder that can support any amount of pages and products you desire. Plus, the build-in fun add-on features, like SEO suggestion tool and fully customizable design do the heavy lifting when it comes to elevating your brand on your website.

8 Because we love Shopify so much, we wanted you all to have the option to try this service out. So, if you use this link (above), all Flourish & Thrive designers will receive a free trial and a 10% discount! Sales Templates Here are a few of the sales tools that you ll need to truly make the most of your sales system. Make it easy on yourself and include Order Forms Every designer is going to need some type of order form, either paper or digital. Here is a guideline for some of the information you might include on an order form. We ve created a checklist below so you can mark off the tools you ll want to use. Your Company Information Your Company Contact Details Your Logo Full Name Shipping Address Billing Address Phone Number Address Store Name (if applicable) Payment Terms Payment Type Order Fields (Style #, Description, Quantity, Color, Price) Terms of Service Cancellation or Return Policy Sign and Date Field

9 Contracts, Policies or Terms of Service Protecting your business and yourself requires some solid contracts, policies and terms of service. Here is a list of some terms, contracts and policies you might consider. We are not legal council and this is not deemed legal advice. So do your due diligence. We ve included a few resources below for easy templates and reference. Purchase Order or Order Terms Custom Jewelry Terms of Service Shopping Cart Terms Privacy Policy Return Policy Repair Policy Sale or Return Policy Consignment Contract or Agreement Trunk Show Agreement Templates and Scripts Needed: Sales Calls (on the phone) Sales s Sales Follow Up s Follow up on order Reorder s Reconnect s (outreach to a store or person who has not ordered in a year or more) Reconnect Calls (outreach to a store or person who has not ordered in a year or more) Referred By (when a person or store is referred by a current customer or account) Thank you s Feedback and testimonial request s Surveys Line sheet templates (including Best-Seller and New Product Templates

10 Sample Scripts Here are a few sample scripts so you can start to build your arsenal of templates and scripts in your systems organizer. Before you begin, let s review our recommended tips one more time: Sales Call Guidelines and Tips: Smile while you are talking to keep your energy up! Be friendly and high energy when talking Ask questions and engage Basic Outline for a Cold Call The Outline: Engage them Connect with why it should matter to them. Compliment them on something or create a connection or correlation. Create a clear call to action for the next steps. Appointment, follow up. Listen and ask for feedback if relevant. The Script: Store/Customer: Hello You: (introduction, engage them, be friendly) Hi, How are you? Can I speak with X? Store/Customer: Sure, hold on a second. or Speaking? (answers) You: Hi there, How are you today? Store/Customer: I m great and you? You: I m doing wonderful. Actually I wanted to reach out first of all to tell you how much I love your store. You ve done such an amazing job curating some of my favorite designer like (enter a few names). Store/Customer: Why thank you! You: I m calling today because I sent some line sheets/postcards, (or I received a referral ) a few weeks ago and I wanted to personally introduce myself and my collection to you. (enter a 3 sentence spiel or elevator pitch about your brand) Store/Customer: Oh yeah, I did see that come in!

11 The rest of the conversation might go a variety of ways. If they are interested: If they are interested in seeing the collection, try to book an appointment to show the collection, view at a tradeshow or work with them over the phone. If they are not interested: Thank them for their time. Remember there might be a variety of reasons they aren t interested: not the right fit, not the right time, not right now, already carry something similar, etc. Don t take it personally. Ask them for feedback or reasoning why and you can also ask them if it would be ok to follow up next season. Direct-to-Consumer Cold/Warm Call Script The following is a Cold/Warm Call Script for direct-to-consumer calls, and a great example of how to handle a cold-warm call from a referral. The Outline: Engage them Create a connection with the purpose of your interaction - ie. congrats on your engagement Listen Keep it tight. Tell them why they should care about you and what you do (your spiel) Connect with them for the next steps and tell them what to expect. The Script: You: (introduction, engage them, be friendly) Hello, Can I speak with? Client: This is she/he. You: Hi. I am so glad I reached you. This is Tracy Matthews and I wanted to follow up regarding (our meeting, your inquiry, a referral from XYZ or the business card you gave me a the booth). I wanted to start by saying Congratulations on your engagement. Such an exciting time for you! Store/Customer: Thanks so much! You: I was talking to your friend, X, the other day and she suggested I call you. She mentioned that you were having a tough time finding the right engagement ring for your girlfriend, Y. Client: Yeah, I ve not really found quite the right thing and when I was talking to Jenny, she mentioned that you might be able to help. I am so glad you ve called. You: Great! Do you have some time right now to discuss? I can tell you a little bit more about my process and how it all works?

12 Client: I have just a few minutes...can you tell me a bit about how you work and maybe I can take a look at your site? You: Sure, (enter a 3 sentence spiel and tell them the next steps). What I d love to do is send over my Custom Inquiry Form. I ll follow up after we hang up with a recap of what we have spoken about. I ll also send the next steps so you can check out my portfolio and learn a little more about me and my process. I d love to follow up. Is there a good time to chat when you have more time? Client: Sure, I m free on Friday. You: Great. How is noon EDT Friday? That should give you a little time to look over what I ve sent and we can go from there? Client: Sounds good! You: Thanks so much for your time! Looking forward to continuing the conversation.

13 Cold Scripts The Outline: Paragraph 1: Introduce yourself and tell them why you are reaching out. Paragraph 2: Compliment them or create a connection (keep it short) Paragraph 3: Talk more about your collection or spiel Paragraph 4: Tell them them next steps The Template: Subject Line / Title: A little birdy told me about you Subject Line / Title: Kelly told me to contact you about that surprise gift Hey Jim, How are you? I wanted to shoot a quick to intro myself. I m Tracy Matthews and I design custom, commissioned fine jewelry. My signature offerings are engagement rings, wedding bands, and heirloom redesign. I wanted to reach out because a little birdy named, Kelly, told me that you were planning on getting engaged in a few months. She also shared that you were struggling to find the perfect ring. I d love to help you out. You can see some of my most recent designs here on my website. If you like what you see you can fill out my custom inquiry form and I ll give you a call. Or else just hit reply to this and we can set up a time to chat. Let me know if you have any questions at all! My best, Tracy Matthews TracyMatthews.com

14 Warm Scripts/Follow up The Outline: Paragraph 1: Introduction, say hello, connect Paragraph 2: Remind them why you are following up or ing them. Did you meet? Have you already ed or connected? Referral? Paragraph 3: Copy original convo or recap convo. Reconnect with your collection. Paragraph 4: Tell them the next steps. Subject Line / Title: Follow up from NY Now Hi Tara, How are you? Hope you are recovering from the hectic show and enjoyed your dinner at Bluewater Grill. It was so great to meet you at the NY Now Show last week. As a reminder, I m Tracy Matthews and I design a collection of delicate fine jewelry featuring rose cut and black diamonds. At the show, we specifically spoke about my Outro collection which features asymmetrical rings and edgy necklaces. You were commenting how they would be a nice addition to your contemporary case. I wanted to follow up about about the notes you took on the collection. I ve attached a copy of the notes to this with a link to the line sheet. If it s helpful, I d be happy to put together an opening order for you or to meet in your store to show you the collection in person. Just hit reply to this and we can talk about the next steps. Looking forward to connecting! My best, Tracy Matthews TracyMatthews.com

15 Sales Tools & Systems Setting Yourself (and your team) up for Success Below we ve laid out some of our favorite tools and a few templates for creating a sales system that works for you. Create your own version of these templates or borrow our ideas to shape your own. Remember, your sales system set up is the foundation for hiring a salesperson later. Document your processes and systems Use the outline below to create your own documents to record each and every one of the processes and systems in your business. Creator Date System # System, Template or Best Practice Name Purpose of the System Process One Steps Process Two Steps Process Three Steps System Checklist Checklist Checklist Checklist Test, Update and File in Operations Manual

16 We ve listed a few sales systems that you ll need in place to really make an impact and get the foundations of your sales system in order. Sales systems you need in place: Lead Generation Customer Acquisition Initial Outreach Process Client Follow up Process Best Practices and Systems for Closing Sales Cross Selling and Upselling Systems Client Nurture and Relationship Building System Store Termination Process Call Scripts and Flow Customer and Store Re-Engagement Process Customer Service Protocols Phone Etiquette Answering the Phone Protocols Outreach Protocols Follow up Process Damaged Goods Protocols Unhappy Clients Protocols Customer Nurture System Order Processing Procedures Order Terms of Service and Policies Repair Policy and Procedure Exchange Policy Refund Policy and Procedure FAQ's and Canned Responses Social Media Strategy Marketing Strategy Keep Your Processes & Systems Organized You need a way to organize and house your systems. We love Google Docs over here at F&TA and use this exact template to organize all of our systems. Definitely create something like this for yourself.

17 Or if you aren t keen on spending the time to do this yourself (it takes time), make sure you check out our Systems Organizer Template. We have it all mapped out so you can plug and play your systems and keep them house online for easy team access. Go here to check it out: Keep Track of Prospects, Stores, and Clients You can keep your current list organized in a spreadsheet or ideally in your CRM so you can access it and track more easily. You can also set reminders up in your CRM easily. Create a Sales Plan We ll go in depth with this in Training #3 in Supercharge Your Sales. But here are the basics for you to keep top of mind. Your Sales Plan Includes: Your strategy or plan for acquiring new customers The tactics or steps you will use to acquire new customers Your strategy or plan for retaining and growing your existing customer sales The tactics or steps you will use to retaining and growing your existing customer sales

18 Create Schedules for Outreach and Promotion If you want your business to operate at top efficiency and productivity, scheduling is a must. This is especially true when it comes to mapping out your outreach and promotion. You can use a regular calendar like Google Calendar to block out your time. You can also map out promotions on your marketing calendar. Personally, I love using a simple Google spreadsheet (below) to do the heavy lifting on promotion planning, while I use a google calendar (above) to keep track of any outreach I need to schedule throughout my day.

19 No matter which tool you use, mapping out your outreach and promotional efforts is a must. Other scheduling tools that come highly recommended include Boomerang (integrated with Google apps) Doodle (helps you pick the best time for everyone on your team to meet) Meekan (integrated with Slack!) Use a Project Management Tool to Help You Stay on Track If you aren t using a CRM that tracks tasks adequately, you ll certainly want to make sure you are using something to keep track of all of the tasks you have going on. We ll talk more about this in Training # 4. Some of our favorite project management tools: Asana app.asana.com We use and love Asana here at F&TA, and we find that the service is great for working with remote team members and get results. We find that this service especially empowers us to do what you love and do great things together! Basecamp basecamp.com Every team needs a way to divvy up work, hash things out quickly, make big announcements, keep discussions on-topic, store and organize key files and assets, lay out milestones and deadlines, and have regular check-ins to make sure everything s all right. That s all a piece of cake with Basecamp.

20 Freckle letsfreckle.com On Freckle s user-friendly website, you enter details of how you (and/or employees) spend workdays. For example, you input which projects you re working on and for how long. Freckle then creates time and budget breakdowns for each person and job, individual activity graphs plus an accurate summary of billable and unbillable hours. While it sounds ideal for accountants and Web designers, Freckle is also popular with one-person home workers and family businesses. It can give you an early warning if a project is heading off-track, or highlight when you ve scheduled 12 hours of work to fit into a 10-hour day. It can even invoice clients automatically when the assignment is done. Things (for Mac) culturedcode.com/things Things is a delightful and easy to use task manager. You ll get started in no time, entering and organizing your to-dos. You ll discover how Things truly makes you more productive. And soon you ll realize that achieving your goals comes more naturally one to-do at a time. Remember the Milk rememberthemilk.com If you are struggling to manage everything you have to do and you work with many different devices, this app is for you. It is a great free tool which is compatible with your mobile, computer, gmail, outlook, etc. It helps you to manage your tasks easily and reminds you of them wherever you are.