Great news! Your sales representatives have just acquired a new client, hurray! A new client means a new work and a new business opportunity, to turn into a success story. Now, it’s your turn to contribute.
To create a success path and a positive relationship with the new client it’s important to understand their goals and expectations that change with every new client. This does add to the experiences and portfolio, but challenges every nerve of your team.
Having a streamlined approach helps win the situation and eliminate errors to a maximum level.
On-boarding call is an opportunity to create a framework for the process and plan accordingly.
Success of on-boarding call really depends on what you do before that call.
Every success comes with a bigger responsibility. So does this one. Asking the right question is important before execution. This is the sure-shot method to build long lasting relationships.
Speak with the sales team that won the client for you.
Make sure you know what they promised. It may be reduced CPA or increase in number of leads. Asking the right questions helps you get the required data.
How do the questions look like? Here is a systematic approach to get information and make use of it. Start gradually getting into the story and leave your team more inspired for the next big thing.
Try to establish a definition of a successful attempt, how to see it, what should be the perspective.
Try to know what methods of calculating or measuring to use or prefer to use.
For ex – If it’s about increased sales make sure it’s 25% and not 20%. Know your numbers before you start chasing them.
Below are the questions you must consider in all the strategies and plan you will be making for your clients:
Set up timeline for discussed expected results.
Avoid future friction.
Try to know, what they do and how they do it, whether it is about products or services, try to understand it in depth.
If yes, what is it? If no, then do they run any timely offers and discounts?
Do they have any seasonal product or services?
Their top sellers?
Which products/services are best sellers?
Below are the questions you should ask once you get into talks with the client about the deal – while onboarding.
Try to find loopholes that may take you down.
If your client prefers discussion on a call then here is the checklist you should look for :
Share agenda for the call. Include the following info in your call –
Set correct expectation to avoid friction
Other key points you should always incorporate in further engagement with the clients :
Find out what analysis you should do before on-boarding a client:
1. Over communication is the key to success. ( that doesn’t mean bombarding your client with lots of unnecessary mails per day)
2. At times clients may think you not doing anything.
3. If there is anything positive speak a lot about it.
4. If there is anything negative make sure you are working on it and update client about the progress.
5. Let your client know why you doing and what you are doing, to avoid gap in expectations.
6. Do not over promise which you can’t deliver.
7. If you don’t know don’t pretend you know it
How you prepared for your first call with the client? Did you follow the same set of questions and process? What were the results? Did you compare your previous results with the current?
I am sure you will achieve a progressive graph by following above streamlined process. Accelerate your performance with more tips and tricks on many more topics at upgrowth.in
Amol has helped catalyse business growth with his strategic & data-driven methodologies. With a decade of experience in the field of marketing, he has donned multiple hats, from channel optimization, data analytics and creative brand positioning to growth engineering and sales.