In my previous post, Simple Hacks for Sales Development Improvement, I mentioned the value SDRs can obtain from call shadowing each other. Call shadowing not only provides the opportunity for SDRs to improve their own messaging and scripting, but also allows them to share techniques, learn new strategies, and critique their peers.
As part of our internal training at QuotaFactory, we believe that call shadowing is an essential part of the sales development training process. Here are some of the benefits I’ve uncovered from going through this process personally:
Sometimes it is good to change up messaging.
Although SDRs may feel as though their messaging is working just fine, it is always good to continuously change it up and try new things. New messaging could be the key to getting those calls on the calendar that need a little more oomf. When conducting call shadows among colleagues, ask them to take notes on certain phrases that they hear others using or identify new angles to use when talking to prospects. I oftentimes find myself incorporating phrases I hear my colleagues using into my new messaging to test reactions and change the course of my normal conversations!
Changing one’s messaging can also make prospecting more exciting for everyone involved. I don’t know about you, but I know that leaving the same voicemail every time can get extremely boring. Sometimes you may not realize it, but when you have your messaging down pat (and don’t even need to use a script as a guide), it is easy to start sounding like a robot. This leads me to the next benefit of internal call shadows…
You don’t know how you sound on the phone!
Are your SDRs talking too fast, stumbling over words, or waiting too long to go in for the close? These questions can easily be answered through call shadows. Otherwise, how else will they become aware that these issues exist? Without recording calls, one truly does not know how they sound to the prospect on the other line. By having someone listen in, they can provide feedback on these areas and make suggestions on where improvements can be made. It is easy for an SDR to get too comfortable with their messaging and sound monotonous. Make sure that no one is boring their prospects!
Call shadowing can help strengthen company culture.
Call shadowing not only provides SDRs an opportunity to grow professionally, but also helps them to build relationships with their peers. When onboarding a new SDR, call shadowing not only helps them learn the sales development process and various strategies, but also allows them to interact with their peers and get comfortable asking questions and seeking guidance from their team. I find myself bouncing ideas off of my fellow SDRs and looking for advice from them on a regular basis. The general openness of the team and the sharing of ideas is one of the things I love about our company culture here at QuotaFactory the most. Getting to know and interact with my peers has been nothing but conducive to my efforts as an SDR and I’ve found that it’s easy to enhance my sales training through call shadowing others.
If call shadowing is not already an existing practice within your organization, I highly suggest you give it a try. New and improved messaging, feedback, and strengthening company culture are only a few of the many benefits. Sales managers: take a step back and acknowledge the beauty of your SDRs learning from one another!