Call or Email? 5 Tips to Determine When to Use Which in Sales

We all know there are no second impressions in life; there is only the first one! And no one knows this better than a sales representative looking to make the first contact with a prospective customer.

Actually, how a sales representative decides to connect with his prospect also has a major influence on the response rates. So, they definitely cannot decide on the style of communication by their personal preferences or just randomly.

Email Vs Call

Both emails and calls are quite helpful for a sales representative but that is when they are chosen wisely. While a call is more direct and helps to get direct attention and response, an email is less time consuming, easier and much convenient. However, there are host of factors that can influence the final choice and they should ideally be considered before choosing one.

Here are a few factors that will directly influence your choice and help you make a better decision.

Tips to help you choose between Call and Email 

  1. Know your objective

When you are confused about choosing between making a call to a virtual phone number and an email to connect with your prospect, a good thing to do is to introspect and find out the objective of that reach.

Now categorize it as strong or weak. 

Let’s say you have a branch in Australia and you want to communicate a few things to your client/customer. Now, if the objective is strong, you must clearly make that call through the Australia Phone Number (e.g. for Canberra, your number must start with +61 2, for Kingston, with +61 770, and so on) but definitely at the right time. However, if the objective is not too strong, you can consider sending a quick mail.

Most of the times, a strong objective will require commitment from the prospect or give ‘Yes’ for an answer. But a weak objective can be just about looking for a feedback or asking for a referral and it is definitely not wise to take up your prospect’s time for trivial matters such as these.

  1. Emphasize on the right time

Now that you know your objective and you have made up your mind about whether you want to send an email or make a call, it’s time to work out the best time to do so. 

Yes! There can be a right time to make that call or send that mail as well…

If you have to make a call, wait for the latter half of the day and also for the latter half of the week. For instance, 3 P.M. on a Thursday or a Friday can be a good time to call your prospect. This is because phone connect rates are higher during these hours and days. Researches prove that individuals are more likely to answer their calls during the second half of the day.

As for the emails, try and learn more about the time of meetings for your prospects and strategically send your mails a few minutes before or after the meeting times. People are most likely to scroll their mails and messages during these few minutes when they do not have much to do. There is a higher probability that your email will be checked at this time, if not answered.

  1. Gauge your prospect’s personality

You can gauge your prospect’s personality to decide on the mode of communication. The factors that you will need to consider include their age, the industry they are in and the nature of their job.

While individuals who deal in customer facing jobs prefer calls, those dealing in internal jobs would like to receive mails. This is because they are used to doing that all during their day. Similarly, while young professionals will prefer a mail, those employed in traditional industries will welcome phone calls since they are not used to the mail culture.

  1. Read the trend

You can also decide on the style of communication by reading the previous trend with the prospect. Ask yourself the questions, like:

  • Have they been responsive in the past?
  • Do you grade their attitude as positive?

If the answer to both of the above is ‘Yes’, you can simply send a mail to check on them subtly.

Just on the other hand, if they are not too responsive and have multiple levels of bureaucracy, you should call them. This gives you brighter chances to get an answer almost immediately.

One tip here – Use your US virtual number if they live in the US or local phone number as per client’s location. For example, if your client is in Alabama, your number beginning with +1 334 (or +1 858 for San Diego) will have higher chances of getting an answer.

  1. Find your prospect’s level

If your prospect is at a higher level in the organization, there are more chances that his calls will be answered by a live person, if not himself. And getting someone to answer the call, even if it is not your prospect, is definitely better than dropping a mail.

However, if your prospect is a low-level professional who is often away from the table and cannot answer the calls on virtual phone number almost instantly, the right channel to connect with them is through an email.