Managing your Reps — Setting Expectations and Providing Reviews
This is the first in a series of articles I am writing on AI’s impact on managing the next generation of outside sales reps (OSR). I will be focusing on managing by using effective monthly one-on-one reviews. I believe the best (OSR) or inside sales rep (ISR) is only as effective as the expectations set by their company leaders. This makes management’s reviews of reps important to everyone’s success.
Call reporting
With the rapidly increasing efficacy of AI, collecting accurate data is paramount. For maximum customer and prospective account growth, call reporting is becoming increasingly relevant. Whether it is closing new business, measuring the top 4 to 6 key indicators on a dashboard, or results in monthly sales, margin, and new account margins, reps must input proper data in their client call reports for AI to be effective.
Key Elements
What are the key elements in an effective AI call report?
- Why — As noted above, AI is only as effective as the data collected. The timely reporting of activity in a customer or prospective account sets AI in motion. It can determine the most effective direction for the next call. Today’s clients will research the product information necessary to solve their need before engaging with a rep. If today’s OSR isn’t bringing new consultative solutions to grow the customer’s sales and profit, that customer won’t want or need to see them.
- When — It is no longer appropriate to enter a call report at the end of a day. That time lapse is too long and results in reps missing a significant detail in their reports. Information should be voiced to the agentic AI as soon as the OSR gets back into their car. Your agentic AI is best defined as your agent who autonomously achieves specific goals with minimal human supervision. What a great new friend!
- What — The content in the report must include the purpose of the call, the results, suggested next steps, requested quotes, and date and time for the next call. Within minutes, the agent will tell the OSR’s suggested content for an email back to the customer. The email will include contact information and an appropriate pricing and delivery quote. AI will also generate a confirmation request for the next appointment.
With this information, the agent will update the OSR the day before the next appointment with any new information it has collected on the customer. Any possible change in the call purpose will be noted. AI will also send a reminder to the customer and to the OSR on any quote activity.
The call report
A timely call report is the central basis for the sales manager’s monthly OSR reviews. Every sales rep appreciates a good review of how well they are meeting company expectations and what they need to accomplish to be more effective.
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