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A Summary of

The 3 core skills to master real-time selling

by
Jeff Serlin
Intercom
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Three critical skills frontline sales reps need to maximize output

  1. When qualifying, treat chats like phone calls/ in-person meetings. Use a warm introduction, be personal, and answer the customer’s questions just like you would face to face. Be mindful of your response time and monitor it as a KPI.
  2. Be prepared to tackle a wider range of tough questions in real-time. Have reps go through chat-specific training and certification programs to verify these skills.
  3. Accelerate the sales cycle and close the deal. After talking to the customer, schedule a meeting, follow up via email, and close that deal.

Other best practices

  • Loop in teammates for real-time discovery.  Avoid emailing back and forth.
  • Close deals in real-time. Following these principles will help you capture more return on investment for your marketing spend and build a stronger pipeline.
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