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How To Use Call Recordings To Improve Sales Performance

By Darren Pierce on Sep 2, 2014 6:00:00 AM

Improvement is a continuous process for professional sellers, and one of the most effective ways to improve performance is to analyze how your sales people are interacting with clients over the phone.

Below are three effective ways you can use call recordings to improve sales performance that won’t steal too much time out of your day.

1) Figure Out What’s Actually Working

If you’re strapped for time and don't want to sit through hours and hours of recordings, start by listening to the recordings of your best sales reps that close the biggest deals.

Typically there are fewer “awesome” recordings than there are mediocre, so you cut down on the number of calls you have to listen to right off the bat.

These reps are obviously doing something right, so find a consistent theme or lesson, communicate it to your other reps and give them a few action steps for improvement.

2) Peek At The Quick Calls

Short calls aren’t necessarily a bad thing.

Yes, it may mean your rep botched his pitch, but it could also mean he simply rescheduled the call for a better time during the week or “weeded” a bad customer out who really wasn’t going to buy in the first place.

Use the examples you find to demonstrate how to handle customer calls efficiently.

If it’s a matter of a poor pitch, find 1-2 consistent mistakes, make every rep aware of them, and don’t hesitate to remind your team of the basics of pitching yourself over the phone.

3) Listen And Learn WITH Your Reps

Professional athletes sit down with their coaches all the time to look at film to discern what area of their game could be improved.

Why can’t you do the same?

Spend time with your reps by listening to these calls and discussing strategy. Make it a team effort, not just a lecture.

You have all the evidence you need to show them why certain tactics worked and why some didn’t.

Don’t let these call recordings go to waste. Use them to continue to say a step ahead of your competition.

How often do you look back at call recordings?

Share your process in the comments!

Image: Flickr

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Written by Darren Pierce

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