A Day in the Life of the Click4Assistance Sales Team

Missed our previous posts? Catch up here:

• A Month in the Life of the Click4Assistance Finance Team
• A Day in the Life of Jo Burnham
• The Behind the Scenes Role of Development
• A Day in the Life of Click4Assistance’s Support Engineers
• A Day in the Life of a Click4Assistance Account Manager

From AM

The team eagerly start off the day by checking their emails and responding to any enquiries that have come in overnight. In this time, they also identify if any new trials have been allocated to them, if so, they update the customer record with the new information and attempt to call the client.

Upon successful contact the sales team ensure the trialist has received the relating emails, if they have downloaded the software or require the browser version and check whether the live chat script has been added to the website. As part of the call they inform the client that they will be their first point of contact and will support them throughout the trial period.

At this point in the morning, the sales director has finished her meeting with the other directors and has a mini-meeting with her team. She briefs them of any information they need to know about, such as the developers are near to completing new functionality that the sales team can now discuss with clients. The team can also bring her attention to any deals they are near to closing or enquiries they require help with etc.

With the mini-meeting concluded, the team turn their attention to their current customers. This can range from organisations in the early research stages of implementing live chat to companies about to complete their trial and make a decision whether to subscribe.

From 9am the sales team are available within the Click4Assistance software to handle incoming enquiries via chat throughout the day. They take it in turns administering the chats depending on their availability.

To PM

In between making calls and handling incoming enquiries via phone and chat, 12pm rolls round signifying the start of the 2 hour quiet period. In this time, the team turn their focus to their emails optimising their time to work productively around clients’ lunch breaks. They also arrange their own breaks ensuring that the phone lines and chat are still covered.

From 2 o’clock the team will attempt anyone they couldn’t get a hold of in the morning. They will also turn their attention to new business development during the afternoon session; receiving contacts from the marketing team who have responded to email campaigns with interest of learning more, the sales teams will investigate what the business does, how live chat could fit in with them and offer a free demonstration of the solution.

The sales team had a few demonstrations book in for the day. They start off with introductions and asking the participants what their use of live chat has been previously (whether as an operator or as a customer of another organisation) touching on their how they rated their experience. This nicely leads into a consultation of what their objectives are for the business, which helps the presenter to tailor what areas of the software to show the participants and how it can work for them to meet their aims and goals.

After the demonstration, any supporting documentation is sent over along with a recording of the session, ensuring that the organisation has all the information they discussed and that any key stakeholders who wasn’t able to attend the demonstration can view the information at their convenience.

The afternoon begins to quieten down around 4.30pm, the sales team attempt to call the last few clients, however with the majority reaching voicemails and receiving messages that they have already left the office, the team begin their daily wind down. They respond to any email enquiries they have received during the afternoon session.

It is also an ideal time to liaise with the account management and finance teams and make them aware of any subscriptions coming their way in the next couple of days and any account specific information they should be aware of.  This can include any deals they have offered, or if the client will need help implementing additional functionality in a couple of weeks etc.

The sales team can also take the opportunity to catch the sales director before 5.30pm to ensure she is up to date before her meeting the next morning, in case she needs to discuss anything with the other directors.

Click4Assistance has been providing live chat box for website software for over 10 years to organisations. To find out more about the company and software, contact us on 01268 524628 or email theteam@click4assistance.co.uk.