A Manager (also called a Sales Manager) is a user who is responsible for setting up and guiding the sales teams. Managers use the Salesken platform to set up leads or to configure sales pipelines for the products/services being sold by their business. Within the Salesken platform, a manager gets a bird’s eye view of all sales activity across their team. With the help of Salesken Customer Support reps, managers can set up Playbook signals that our systems can track during sales conversations. Managers can also set up sales cues for their products.
A Rep (also called Sales Representative or Agent or Associate) is a Salesken user who conducts sales conversations with his/her leads, leveraging the data set up by the manager. Reps can upload their own leads and keep track of their own tasks, leads, and over-all progress.
The Team is a direct mapping of the actual teams that the manager in charge of in his organization. A team is made up of reps.
The Product is an offering or product or service that the reps are showcasing or servicing to their current or potential customers. A manager usually sets up the sales cues and signals for each product. The reps use these cues and signals during their sales conversations.
A Lead is a potential customer who may consume the services trying to be sold. Leads can be uploaded by both the manager and the rep.
A Pipeline is a set of stages that a prospect moves through, as they progress from a lead to a customer. Each pipeline created in Salesken is associated with one or more teams and one or more products.
A Signal is a set of trackers to see if an attempt was made to cover a specific aspect of a sales conversation. Signals make it easier to measure the quality of each conversation. Signals also help the reps to evaluate if they been covering all dimensions of the sale during conversations.
A Signal may be of any of the two types -
- Semantic Signal - The lead raised an ‘objection’(semantic signal) by saying 'the price is too high'.
- Emotion Signal - The lead was ‘frustrated’(emotion signal) when he spoke about service timings not being flexible.
A Tracker or an utterance is the specific statement made during a sales conversation that marks a signal. For example, ‘this is expensive’ is a tracker that signals to the user has an ‘objection’(signal).
Talk Ratio (or talk to listen ratio) is the amount of time a rep takes while speaking during a conversation, as opposed to the amount of time he/she listens to the lead or customer. Salesken reports can be used to analyze talk ratios across sales conversations.
An Objection is a hurdle that the lead perceives between her current situation and her buying of the product. Salesken reports can be used to analyze objections and objection handling by reps.
The Dialer is the Salesken tool used by the reps to place calls to their leads. Salesken dialer consists of a help zone that prompts cues in real-time during the sales conversation.
Cues are instructions or tips provided to the reps in real-time during the sales conversation so as to help them navigate the conversation successfully.