[Ecohoon] My Inbound Lead Framework

It may be a very obvious flow, but I'd like to leave my inbound lead framework.

I always want to express my gratitude to our inbound customers who visit our service. I am always grateful that you come and leave inquiries, and I am always thinking about how I can respond better.

1. Quick Response

I am trying to respond as quickly as possible. I feel that "I called you about your inquiry, but are you unable to take the call right now?" is effective because it seems that I called back shortly after the customer left an inquiry.

At that time, the customer might have been browsing other company websites. This is because they are likely to inquire with multiple companies to compare prices and services. Also, due to the Korean tendency to prioritize speed, they will likely remember the person who responded quickly.

2. Discovery Questions

After making a call, I ask a few brief questions. I ask about 5-6 questions, which are neither too many nor too few, and should not take long. This is because we are interested in your inquiry, purpose, and situation and need to understand them to provide a proper answer.

3. Question Generation - SPIN Your Sales

Of course, you need a script. Various scenarios will occur, but you still need a core script to improvise.

Based on the script, asking questions that fit the situation is important when conversing with customers. In the past, Mr. Piljae Kim (김필재 FEELJAE KIM) held a small online forum about the book "SPIN Selling". At that time, I learned the importance of questioning. I learned that different question strategies can be used depending on the enterprise and SMB, and that the depth and type of questions can increase the possibility of closing a deal.

As I ask questions, I feel that I need to delve deeper and ask more questions continuously. Just like you gain composure as you handle more customer inquiries, your questioning abilities will improve as you ask more questions, adapting to the situation.

4. Tone and Manner Suited to the Counterparty

Even with the same script, I think the tone and manner suited to the situation are important. If some are cynical and others are active, you need to match their tension.

Of course, approaching a cynical person with a bright and cheerful voice can also refresh their mood. I generally try to match their atmosphere and adjust my voice to match the customer's tone.

5. Respond to Customer Requests as Quickly as Possible

With the belief that customer requests are paramount, it's best to respond as quickly as possible. It's naturally better to deliver quickly than slowly. Just like rocket delivery is preferable when purchasing items, rocket responses are preferable for request replies.

If it's difficult to send the information right away, you should naturally ask for their understanding. I believe that responding quickly is the best approach, but if I try to respond quickly, the content may be incomplete or missing.

My framework is not the answer. There are better salespeople than me, and their frameworks may be wiser and more perfect. I'm posting on social media to organize and internalize my thoughts.

It might be helpful to someone. Or, by looking at the comments of those who advise me based on my writing, I can also gain help.

In the past, I responded without such a framework, but after setting up this framework, I felt that the customer's temperature changed and I was able to close deals. If I used to respond to customers blindly, it's now important to respond to them wisely.

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