How to accompany and coach your sales teams remotely?

Can you introduce yourself?

My name is Mehdi and I am head of inside sales at Ouihelp. I'm in charge of helping the team to achieve their goals and also to structure a growing sales team.

How is the sales team structured and how does it work?

We have 5 sales people in the "inside sales" team. We work a little differently than a traditional sales team because we don't convert the prospect directly.

The inside sales team's goal is to convince caregivers that Ouihelp offers the best solution on the market by explaining the value proposition but also by defining their needs with them and scheduling a VEB (needs assessment visit). This visit is carried out by another team: the sector managers. These are the medico-social coordinators.

The inside sales team does not have the task of converting prospects into customers, but rather of qualifying the needs as well as possible so that the area managers can, for their part, validate or not the support after the VEB (needs assessment visit).

Why did you take Modjo and for what purpose?

I think that teleworking has accelerated the adoption of a tool like Modjo. Since you are not in direct contact with your teams, you need to know what is going on, what is being said to improve attitudes, work on arguments and analyse good behaviour so that it can be duplicated.

"It's a real time saver and an efficiency booster."

Modo is perfect for this. The tool will allow you to analyse the interactions more precisely than a classic listening session because you will be able to target a type of call, a specific party or a particular salesperson.

How do you use Modjo?

Coaching .

When I joined the company, Modjo was already being used by the team. I relied heavily on the tool to set up two coaching sessions per sales person each week. These sessions last 45 minutes and are specific to each person. These sessions allow me to work with them on their sales pitch, tone of voice, arguments and responses to objections, among other things.

Setting up tags to categorize calls helps us a lot in finding calls to work on. Typically, I'll ask salespeople to tag calls they'd like to replay and analyze during our coaching sessions. This gives us a lot of visibility.

On the advice of Tom (our regular Modjo expert), I also proposed a weekly self-training meeting to the team so that they could discuss two or three calls among themselves. I don't necessarily intervene during this meeting. They evolve autonomously to draw inspiration from each other and share their good practices.

Onboarding .

When a new salesperson joins the team, they will use Modjo to listen to the best calls. The call library really makes a difference because all calls are referenced by type (objections, discovery calls, pitches, etc.)

At home, the newcomers will mainly listen to the calls in which he will be tagged. His colleagues will share with him the good calls to listen to again.

Did you see a difference between before and after Modjo?

Before joining Ouihelp, I had face-to-face experience. When a junior joined the company, he or she would follow a senior salesperson for a week to get to know the top salespeople. He was closely monitored for a week. But after this onboarding period, he was left to his own devices.

With a solution like Modjo, even when working from home, the newcomer will be able to be accompanied at all times. They will be able to listen to calls when they have doubts, ask their manager questions and exchange with their peers to progress.

Is Modjo used by other teams at Ouihelp?

Indeed, marketing for example will listen to some calls to understand our prospects, get information on the quality of leads or exchange on a misunderstanding for example.

Modjo is also a tool for sharing information between the inside sales team and the area managers. This will allow the sharing and verification of the information provided by the sales people. The aim is to be able to access the actual content of the conversations.

In case of misunderstanding of the needs of the person to be accompanied, we are able to know if it is due to a bad communication with the commercial or a problem of qualification of the prospect.

Do you think Modjo is a must for sales teams?

Today, if I had to work without Modjo I would lose a lot of time. It's 95% essential for me! I need to be able to know how the salespeople work so that I can support them better, identify the points that need to be worked on, see when something is not going well or when they are performing well, etc.

It's also a must for onboarding and skills development. I would say that without this tool it is very difficult to compare yourself and it is very difficult to identify with the best salespeople.

"A top performer will pull other sales people up. The only way he can pull his peers up when they're not with him is if he can be seen and heard by everyone."

Today, Modjo allows a good salesperson to be seen and heard by the team.

The final word?

What I thought was really cool was the support you were able to provide. Tom (again our Modjo expert) really helped me set up the tool and gave me advice on how to use it. The group call training session was suggested by Tom and it's really great!