It's pretty obvious, but I'd like to leave behind my inbound lead framework.

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

1. Quick response

I'm trying to respond as quickly as possible. "I called you to inquire, but are you busy right now?" I feel that this part is effective because 'I call you back right after you leave your inquiry.'

At that time, customers might have been browsing other company websites. This is because they are trying to compare prices and services by contacting multiple companies. Also, Koreans like 'quick quick,' so they will remember the person who gave them a quick response.

2. Discovery questions

I make a phone call and ask a few brief questions. I ask about 5-6 questions, not too many and not too few, questions that don't take too long. This is because we need to be interested in your inquiries, your purpose, and your situation to answer you properly.

3. Question generation - SPIN your sales

Of course, you need a script. There will be various scenarios, but you need a core script to be able to improvise.

Based on the script, it is important to ask questions that are relevant to the situation while talking to customers. In the past, Mr. Philjae KIM held a small online forum about the book 'SPIN Your Sales'. I learned the importance of questions at that time. I learned that you can take different question strategies depending on the enterprise and SMB, and that the depth and type of questions can increase the possibility of closing the deal.

As I ask questions, I feel that I need to ask more deeply and continuously about this part. As you respond to customers a lot, you will have more time, and as you ask questions, you will develop the ability to ask questions according to the situation.

4. Tone and manner appropriate to the other party

It seems that even with the same script, tone and manner appropriate to the situation are important. If someone is cynical and someone is active, you should adjust to their tension.

Of course, you can cheer up someone who is cynical by approaching them with a bright and cheerful voice. I try to basically adjust to their atmosphere first, and I try to match the tone with the customer by changing my voice according to the situation.

5. Respond to customer requests as quickly as possible

It is best to respond as quickly as possible, thinking that customer requests are most important. It is naturally better to deliver quickly than slowly. Just as rocket delivery is good when buying goods, rocket response is also good for requests.

If it is difficult to send right away, you should naturally ask for understanding. If you think that sending quickly is the only way, the content may be poor or missing.

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

It might help someone. Or, I can get help by seeing the opinions of those who give me advice after reading my article.

In the past, I responded without such a framework, but I felt the temperature of customers changed after setting up this framework, and I even closed contracts. If you responded to customers unconditionally, it is now important to respond to customers wisely.

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