What should a Sales Development Representative or SDR be filling their days with? We take a look at seven ways a Whistle SDR effectively move leads down the sales pipeline of the PLG strategy without having to move heaven and earth.
1. Respond to new leads within minutes
A speedy response to a lead drastically improves your chances of making a sale. Leads that show an interest in a company’s product or service have already taken the initiative of filling out a contact form. These potential customers expect a ‘reward’ in return. Part of that ‘reward’ is a very swift response from the company in question. At Whistle, an SDR knows a quick reply tells a client they are important and valued by the company even though they technically haven’t bought anything yet. In the mind of the client, a swift initial response sets the psychological precedent for any future interactions. To put it simply, if you follow up quickly, the lead feels important and they know that they are a priority to the company and always will be.
2. Ensure every trial user has the option to speak to an onboarding specialist
Every trial user should be given the opportunity to get quality advice from a specialist. The onboarding specialist will be able to guide a client through the process in a way that takes the client’s needs into consideration and with their best interests at heart. This opportunity is more than just the ‘watershed’ moment of the PLG process, between the free and premium. It is a chance for trial users to ask as many questions as they want in order to put their minds at ease prior to making a commitment.
3. Match client needs to product features, an SDR must build rapport to drive conversion and loyalty
Closing a deal or making that conversion is a fantastic feeling. An even better feeling would be knowing that you paired a user with a product that was perfect for their needs. Give them what they need, not what you want to sell. This solving of the user’s ‘problem’ creates a relationship that is based on trust and that trust leads to long-term user loyalty. Talk to users, genuinely listen to their needs and make a real effort to help them with a solution that works for them.
4. Recover leads that were not attended to
Make sure you find the leads that have not been attended to. No client wants to feel like they were not even worth being called back by an organization. ‘Better late than never’ goes a long way toward restoring a user’s faith in an organization. Users are a lot more forgiving than you think. Start with a sincere apology for the slow response. You will be surprised at how effective it is at rebuilding the relationship with the user.
5. Re-engage former trial users who did not convert
Give former users a call. If not to convert them, then to at least determine why they didn’t. The knowledge gained from these conversations will allow you to see things from the user’s perspective and will help prepare you to deal with these issues should they come up again with other users. All the ‘Nos’ help you arrive at a ‘Yes’.
6. Expand and upsell happy customers
The user loves the product? Great! Do they have any other pain points? Is there a way to help them? Your organization already has a relationship with the user. They trust the product. They trust the organization’s ability to deliver on its promises. Why not use that existing relationship to explore their needs for other potential products in your stable? Or perhaps extend their current contracts?
7. Recover closed lost opportunities and churned customers
A closed lost opportunity may not be as dead and buried as you think. Users’ situations and circumstances change. Perhaps the user was not in a position to make the transition from ‘free’ to ‘premium’ at the time that the lead was deemed closed and lost. Give them a call. You may be pleasantly surprised. The same applies to churned users. Perhaps they had an experience that went contrary to their expectations. Products improve and evolve over time. The latest iteration of your product may be just what they need presently.
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