Oct 23, 2018
Common Question - What If The Customer/Prospect
goes Quiet - How do I Get Them To Re-engage?
This is one of the more common questions we receive
from listeners and from participants in our workshops/training
sessions. How do I get the client/prospect to
This week on the Catalyst Sale Podcast we discuss
how to avoid this situation, what to do if you are in this
situation, and we have a bonus question around sales rep
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Catalyst Sale Podcast.
- How do I get the customer to re-engage?
- Why is this a common question?
- Is it important that the content is generated by your
- What if you are in a rut, how do you get out?
- Bonus Question - How do I make sure I get credit for the
- Sometimes the question is driven by sales
management and frequent requests for updates. CRM may not be
current, account plans may not be current.
- Sometimes the question is a result of sales rep
activity or perception. They could be experiencing be a slump
- Avoid the rut by not getting caught in the rut in
the first place.
- Project manage the sales cycle.
- Establish clear next steps
- Hold the client/prospect & yourself
accountable to these next steps.
- Create a reason to stay engaged.
- Account Planning
- Use your Account Plan.
- Maintain a list of next steps - what are the 1, 2,
or 3 items that I know that the client will need as they go
through the buyer journey.
- Know your gates.
- Design your next steps based on the journey that
you know your customer should go through. i.e. schedule time for
the demo, define participants, identify questions, schedule a
- Manage the buyer journey.
- Next steps should not be scripted out, but you
should understand the guideposts.
- Always have a list of resources or pieces of
information that you can share with the client/prospect that will
- Whitepapers, blog posts, podcast, etc
- Let them know that you have come across the post,
and you thought of them.
- Provide context
- Have a call to action - this might be an open
deliverable that the client is responsible for completing.
- Take on the role of curator, you are curating
information, don't fall into the trap of only sharing content you
- Context is critical.
- Don't fall into the trap of only working with one
point of contact. Expand your network within the
- Give yourself another option/person to communicate
- Build up a level of trust with others in the
- What if you are in a rut, or the prospect/client
has gone quiet - what do you do?
- Be patient, don't let your problem become the
- Evaluate the situation, where did things leave
- Find something, a compelling event, a location,
and use it as a reminder to re-engage.
- It is about them, it is not about you.
- Maintain a service-oriented approach.
- Help your client solve problems.
- Don't make up the story in your head. Stay
engaged. Build your network.
Bonus Question - A Prospect Re-engages, How Do I Make Sure I
get Credit for the Sale?
- Sometimes a prospect/client will go silent, a
couple of months later they may return via the website. They
fill out a lead form and get re-directed to someone else in the
- You, as the rep are responsible for documenting
- Ask the question - if you have been working with
them for over a year, why did they come through the website?
- Sometimes this is the result of client
- Sometimes they are looking for a competitive
- Do your job - make sure you are following your
- Ask the prospect - how did you find us?
- Establish clear process & procedures.
- Sometimes it makes sense to double comp the team -
you might identify a gap in your own process.
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In every business, in every opportunity, there is
someone who can help you navigate the internal challenges and close
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(Catalyst Sale Process), technology and people, with the purpose of
accelerating revenue. Our thoughtful approach minimizes false
starts that are common in emerging markets and high-growth
environments. We continue to evolve our practice based on customer
needs and emerging technology. We care about a thinking process
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