August 10, 2017

#536. Use AI on Sales Calls to Increase Rep Productivity. With Sabrina Atienza.

Sabrina Atienza, Founder and CEO of Qurious.io, joins me on this episode of #Accelerate!

KEY TAKEAWAYS

[1:27] Sabrina says the single biggest challenge sales reps are facing is an increased pressure in ramping quickly, combined with leaving companies faster than ever. Onboarding is increasingly difficult, as people switch companies all the time.

[5:10] Qurious is an AI platform that provides real-time feedback during sales calls. Questions, objections, or competitor references can be detected live, and useful bullet points are supplied for the rep to use in response.

[6:42] Qurious builds playbooks out of analysis of calls by ‘A players.’ Qurious gives accurate objective analysis of responses to triggers, better than the rep would remember them, if they had to report the conversation as it occurred.

[8:18] The Qurious playbooks are used in coaching to teach what questions to ask to get the most informative responses. Questions, trial closes, and transitioning are in the playbook.

[9:45] Qurious provides real-time suggestions on the rep’s screen, while they are engaging with the prospect on the phone, based on interpreting what the prospect says.

[10:07] Sabrina talks about the issue of focus. Some reps like to see a block of text. Others want bullet points. Each rep can personalize the appearance on the screen for optimal reading.

[12:04] One of the nudges is for the rep to stop talking. It is a customizable length of time, such as 60 seconds, up to five minutes. A rambling warning comes up. Qurious measures the ratio of rep to prospect talking, also, and tallies it at the end.

[14:17] It is difficult to determine what ‘A players’ do, that make them ‘A players,’ but Qurious’s analysis shows they already have a repeatable playbook. The variation in what reps say increases as they become lower performers.

[16:09] Qurious focuses the real-time feedback on reps that are new, onboarding, or struggling. ‘B players’ are enabled with data they can act upon, that comes from successful calls.

[19:20] The tools will help reps, if they are curious. If the rep doesn’t accept the proven input, that may need addressing by a manager.

[23:39] With AI you can A/B test messages across a range of reps. It is important for reps to come up with a playbook that works repeatedly for them, so ‘B players’ become ‘A players.’

[25:20] SDR churn is an industry problem. Getting a rep to success faster by reducing onboarding time is a great morale booster. Companies can take action on this today.