Telephony as an Account Management medium has been driven by the need to control costs and apportion resource to value. The actual number of RIs being managed via telephony is gradually increasing with a significant proportion of total business being written through this channel.
The telephone can provide an additional barrier in an already hotly contested marketplace.
Typical Issues |
Ideal Situation |
Viewed as call centre by IFAs |
Valued telephone account management service |
Telephone becomes a barrier to business relationship |
Different medium but same approach and value as face to face |
Basic information gathering and analysis skills |
Ability to capture and interrogate data for sales opportunities |
Telephone Account Managers viewed as product pushers |
Product presented as part of proposition |
Little identification and application of best practice |
Defined sales process within best practice |
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The success of a telephone based business relationship will be determined by the quality of the service the IFAs receives. The process and the skills that the Telephone Account Managers use are fundamental to the success of this medium.
| Momenta b2b has many years experience of the product provider/intermediary relationship latterly working with a number of telephone sales operations. We have developed a suite of practical Account Management tools and processes that add value to the Telephone Account Manager, the RI and the product provider. |
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The Momenta b2b Telephone Account Manager sales strategy tools provide the following:
- An easily understood structure for
- Factfinding call
- Presentation call
- Consultative process
- Structured pre and post call activity
- Defined best practice guidelines
- An easy to use set of tools for Telephone Sales Managers to measure performance
We can tailor our Sales Skills, Advanced Sales Skills and Sales Management Development programmes specifically for telephone sales operations. |
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