Services & Approach

We will assign a sales team to your account. The team will consist of a Business Development Manager (BDM), CRM Manager, Performance Manager, Account Manager, and a Partner.

• The BDM is committed to develop and manage new prospects. They are tasked with identifying key decision maker(s), making the initial call to introduce our client’s products and services, qualifying by gathering and entering data based on predetermined marketing questions, scheduling conference calls and/or meetings, and to make sure the appointments are scheduled guaranteeing best time management principles.
• The CRM Manager is responsible for managing the database and generating reports.
• The Performance Manager is responsible for working with the BDM to ensure we are positioning the client effectively and correctly.  They sit on the floor so they can hear each call made and are available for questions that may arise.  They will make certain we are performing to the best of our ability, as well as provide ongoing training with our BDM.
• The Account Manager will be the overall manager of the account. They will work with the client coordinating training of products/services with Concept Services. They are responsible for managing all aspects of the account, and will be the primary contact person between our client and Concept Services.
• Lastly, a Partner will be setting the direction and goals of our approach and will act as an advisor on the account.

Collectively, the entire team works together to deliver results for our client. While working for you, our BDM will not work or focus on any other task. Their time is 100% allocated toward generating new business for your company by achieving the goals established for the campaign.

Database List

We will work with you to define the target market in which we will focus our services. This may include defining company size, geographic location, industry, etc. We will also define the primary contact by position or title with which we will focus our call efforts. Once defined, Concept Services will source the database list or use a list provided by our client. This list will become the property of our client. We will need you to compare this list to your existing database to remove duplicates, current customers, etc.

Call Outline & Postioning

Once the database is defined, we will work with you to define how we will position our client as we talk with new prospects. Concept Services will be making calls as if our BDM is an employee of our client. Working with you, we will identify the two or three main products/services that we want to introduce. The objective here is to use keywords and terminology that we believe will prompt interest from the prospect.  Secondly, we will define three or four questions that we would like to be answered from the prospect. These will help us determine their level of interest and need. Lastly, we will ask you to provide us with two or three of the most common replies that we may hear from prospects as we are talking with them. Based on these replies, we will discuss how you would like us to respond when hearing such a reply. Once we have gathered this information, we will develop a call outline to use for making our calls. This outline will be reviewed and approved by you before put into use.

Initial Sales Call

It is the intent on all of our calls to reach the “decision maker”. In the course of doing this, it is understood that there maybe multiple level of individuals within an organization that our BDM will speak with to eventually get to proper contact. For each successful call in which we reach a live person, we will confirm company information (name, title, address, contact, e-mail, etc.) as well as attempt to gather answers to the specific marketing questions that we have defined. The primary objective of our sales call is to gauge and/or create awareness of the our client’s name in the market, determine buying timeframes and task follow-up activity accordingly, schedule appointments, drive prospects to website, and ultimately to assist in closing sales and generating revenue. The secondary objective is to build a qualified database for future marketing efforts. Each call will receive a “call status” based on the results of the call. Each BDM will make calls as if they are an employee of our client. A BDM will make 80 dials per day, plus emails.During the initial 30-60 days the General Manager will work directly with the BDM observing them make calls as well as making calls on their own.

Activity Series

Activity Series is our process designed to keep our client’s name in front of the customer. It is a coordinated effort between Concept Services and our client. It is based on a “start date.” Our Activity Series program will define a series of timed events targeted at keeping your name in front of the prospect while we are leading up to scheduling an appointment. Example: once it has been determined who the proper contact is, a phone call is made to introduce our client. Based on the response of that call, an Activity Series is scheduled. The Activity Series may include a series of events as follows:

This is just an example. Actual events and timing will be defined.

• Immediately after hanging up from leaving a voice message, a pre-crafted e-mail is sent to introduce and ourselves.
• In 2 days, we will make a 2nd phone call.
• In 5 days, we will send a 2nd pre-crafted email with a little more detailed message.
• In 8 days a 3rd phone attempt is made.
• In 20 days, will send a 3rd pre-crafted email with additional information.
• In 30 days, we will make a 4th phone attempt to reach the contact.
• In 60 days, non-responder email is sent.

If we are unable to reach the contact in 60 days, we will schedule to follow-up with them every 30 days until we are able to reach them. This process will assist in keeping our client’s name in front of prospects as well as building the sales pipeline. This multi-pronged approach enables our client to even further penetrate the market and better position them for success.

Appointment Scheduling

We will ask you to provide us with specific blocks of time that we may use to schedule appointments. This will allow us to schedule appointments while we have the prospect on the telephone and not have to call back to confirm dates and times. Scheduling of meetings and/or conference calls will be further defined prior to launch date.

Communication

At the end of each day we will forward an HTML Call Sheet via e-mail for each prospect called that day in which we have scheduled an appointment or has requested information is sent to them. The call sheet will include company name and address, contact, title, phone, email, website, date and time of appointment, answers to the questions we asked, and notes of our telephone conversation plus all past correspondence.

Concept Services uses a web based CRM solution so the client has full access and visibility to their data at all times.  Our system ensures for a high level of accountability on all leads.  We use VoIP phone system that allows digital recordings of all of our calls.  This is useful in the event you would like to hear the actual conversation the BDM had with the prospect. 

Sales Support & Follow up (Optional)

The client or Concept Services will provide a voice mailbox so we can leave voice mails on all calls when appropriate. Secondly, we are available to send your marketing material either electronically or in hardcopy format to those prospects that request information be sent to them. To accomplish this we ask that you provide us with an e-mail address so all e-mails will go out using your domain name. After the information is sent we will generate a series of follow-ups to insure we stay in front of the prospect, make sure they received the information, and once again try to schedule an appointment or pre-confirmed time for a follow-up call.If you desire to send the marketing information we will provide you with Call Sheets each day for those prospects who requested information be sent to them.

End of Round Reporting

Each month we will have a project review meeting/conference call with you and your sales team to discuss and review the results of the previous month, the progress of our pipeline, “open” leads submitted, and discuss any required changes to implement moving forward. As part of our reporting, we will submit a Pipeline and Funnel demonstrating the progressive development of prospects through multiple sales stages. There are additional reports showing how many calls were made, the status and breakdown of those calls, and demographic trends. The additional reports are available upon request. All meetings/conference calls will be logged against scheduled calling time.

Customer Care 

Customer Care is a separate initiative to provide our clients with a pulse of what their customers are experiencing from their products and or service. To understand more please email us at info@conceptservicesltd.com.