North Carolina Chamber Sales & Retention Team

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“Best Customer” List / Cornerstone Growth:

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Team Overview / Approach

> Grow our Cornerstone membership of $5,000+ investors> Create high-level, impressive F2F meetings> Welcome or onboard by phone/email in months 1-2> Another F2F visit by our Member Engagement Manager in

months 4-6> Identify problem accounts early, including prime contact

changes, solve by F2F visit or phone follow up

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Team Structure

Ed TrohaVice President

Matt CurranMember

Development Manager

Greg MichalekMember

Development Manager

Meaghan LewisMember Engagement

Manager

Carolyn Smith KerrMember Relations &

Development Manager

• Team lead• Performs F2F visits• Member of

Leadership Team• Visit Cornerstone

prime contact changes

• Assist as needed with functions such as recruiting new Board Members

• Sets up F2F visits• Performs all follow

up to close and collect

• 250+ employees and/or $50 million +

• 6-8 prospect breakfasts / year

• Assists with calling delinquent members

• Sets up F2F visits• Performs all follow

up to close and collect

• 50-249 employees

• Attempts to visit new members (70% accept)

• Drives 75% retention of 1st year accounts

• Organize regional membership briefings

• Takes responsibility for appearance of sales/retention collateral

• Visit prime contact changes

• Membership retention

• Upgrades• Delinquents• Tracks prime contact

changes

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Cornerstone Member Recruitment Snapshot: January – August 2015> $195,665> 39 new members – averaging $5,017> Scheduled 200 F2F appoints

> 159 occurred (80% run rate)

> 39/159 = 25% running close rate

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Average Turnaround

> Scheduled 200 F2F appointments> 159 occurred (80% run rate)

> 39/159 = 25% running close rate> Approximately 3 visits/day while in the field

> Ed/Jim approximately 53 work days in the field> 53/176 work days = 30% field time

117 DaysF2F visit

YES

37 DaysInvoiced $

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1st Year New Member Visits> In person thank you

> “We know you’re pulled in different directions for memberships”> “We aren’t the organization where you send a check and never hear

from us again”

> Summarize legislative wins> Especially helpful to members that do not read weekly publications

> Value in seeing the location/culture of our members> Small to large businesses; family run or corporate etc.

> Identify potential upgrades> Identify “red flag” accounts well before renewal date> Identify level of engagement

> “mission member” or needs more involvement

> Presence outside of Raleigh

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Best Practices > Setting appointments

> Don’t give up!> Be nice to the assistant> Combine voicemail with email> Don’t be afraid to start off with a victory – “I’ve got good news..”

> Follow Up> Don’t give up!> Don’t be afraid to use a cell # > Don’t be afraid to call before 8 a.m., during lunch, after 5 p.m.> Get commitment/schedule time to follow up

> Staff should remember that they are part of a team; that mindset is critical to success

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F2F Meeting “Musts”> Create dialogue early> Share my personal why> Find out what is important to them. Ask Questions. But not yet. > Provide Context / Share strategy> Be clear who we are and who we are not> “The NC Chamber is a special interest group and our special interest is you, the job creator / employer /

business”> 40-50% of issues that matter to our members originate at the state level> Show concrete, quantifiable results> Share upcoming or future priorities which are not yet solved> Show how they can be involved without leaving their desk> What happens in Raleigh matters and we can win or lose> Define well-funded opposition. This creates contrast. > Present a third party endorsement> Trial close – what else do you need to know?> Present proposal> Learn how they make decisions> When can we follow up?

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Contact Us

www.linkedin.com/company/ncchamber

@NCChamber

www.youtube.com/northcarolinachamber

Ed Trohaetroha@ncchamber.net

www.ncchamber.net