The Backstory: HPS and Inbound Selling

Since the 1990s, High Probability Selling (HPS) has focused predominantly on outbound telephone prospecting, followed by a sales appointment or closing process. Despite the fact that Jacques Werth, one of the co-authors of the HPS book, successfully implemented HPS in several businesses with primarily inbound traffic, the book and training did not cover how to handle inbound sales.

When I asked Jacques about applying HPS to inbound sales calls, he suggested, “just listen to them long enough to give them an outbound prospecting offer.” However, I found that this approach was ineffective and often counterproductive, frustrating both the prospect and me, as well as the referral source.

Through my own experiences, I quickly realized that the traditional HPS methods were not suited for inbound calls. Abandoning HPS was not an option for me, as it would create more chaos. Instead, I adapted HPS to fit inbound selling scenarios.

From 2010, over 13 years working in health insurance agencies and call centers that handled 95% inbound calls, I developed a new approach. I created what we now call “HPS in a non-HPS world” for inbound selling. As I successfully applied these adaptations as an agent, I also trained, coached, and supervised others in implementing HPS for inbound callers.

Why Adapt HPS for Inbound Selling?

Outbound calls are straightforward; you know the topic, the offer, and the likely responses. However, inbound calls are unpredictable. You don’t know who is calling, why they are calling, or even if it’s a sales call. This unpredictability can unsettle even the most seasoned sales professionals.

Through trial and error, I learned how to listen effectively to inbound callers, determining if a sale was possible and if the caller was a High Probability Prospect (HPP). If they were not, I developed ways to gracefully lead them to an exit point while preserving the opportunity for future warm calls. This gentle and respectful disqualification is crucial for maximizing inbound call opportunities.

Workshop Content

This course will teach you how to handle inbound calls using the HPS framework. You will learn:

• Common Pitfalls and Mistakes: Identify and avoid common mistakes made during inbound calls.
• Effective Listening Skills: Listen to discern the caller’s primary and secondary concerns, ensuring open and transparent communication.
• Customer Needs Identification: Identify both expressed and unspoken customer problems and determine their conditions of satisfaction.
• Resolving Customer Concerns: Find mutually beneficial solutions and establish a respectful, ongoing business relationship.
• Overcoming Salesperson Biases: Recognize and mitigate preconceived ideas and beliefs that hinder understanding and connection.
• Creating a Safe Space: Make prospects feel safe to share necessary information for both their benefit and yours.
• Maintaining HPS Mindset: Balance qualification and disqualification while maintaining neutrality.
• Implementing HPS Processes: Design and implement written processes to handle inbound inquiries efficiently.

Personal Insights and Strategies

During the workshop, I will share personal anecdotes and strategies that helped me adapt HPS to inbound selling. You’ll learn:

• How to handle inbound calls confidently and effectively, maintaining the HPS mindset.
• How to design and implement HPS processes specific to your business needs.
• How to ensure inbound calls become enjoyable and profitable experiences.

Conclusion

This interactive workshop will equip you with the skills and insights to manage inbound calls successfully, even the unexpected ones. You will discover that handling inbound calls can be a highly enjoyable and profitable part of your sales process.

Instruction: Live and interactive on Zoom, taught by Paul Bunn (with over 13 years selling this way and teaching others) in three sessions. Recordings of live sessions also provided. One-on-one coaching available.

Schedule:  The next course begins Fri 24 May 2024 at 9:30 AM (USA Eastern Time).  The second and third sessions of that course are Fri 31 May and Fri 7 June, same time. 

Price:  $547 USD per person
Purchase:  click here

For updates on this course, see https://www.highprobsell.com/training/inbound.html