What Does An Inbound Sales Representative Do?

WHAT DOES AN INBOUND SALES REPRESENTATIVE DO?

Published: Aug 26, 2025 - The Inbound Sales Representative handles inbound calls and chat inquiries from prospects, qualifies leads, schedules meetings, and consistently achieves sales and conversion goals. This role involves delivering solution-oriented service, proactively upselling products or services aligned with customer needs, and building strong relationships to drive retention and satisfaction. The representative also develops deep expertise in company offerings, leverages CRM tools to optimize sales processes, and collaborates with internal teams to enhance customer experience and overall business growth.

A Review of Professional Skills and Functions for Inbound Sales Representative

1. Inbound Sales Representative Roles and Responsibilities

Customer Assistance: Assist customers with the intent of promoting or selling company products or services through phone, web, fax, or mail communication.
Customer Support: Provide a basic level of customer support but refer more complex problems to other staff members.
Product Knowledge: Demonstrate an in-depth knowledge of products and services offered.
Quote Management: Prepare and follow up on customer quotes.
Pricing Information: Provide pricing and availability of products to customers.
Discount Coordination: Request and coordinate discounted prices on large orders.
Call Quality: Maintain the required call quality level.
Order Processing: Input all sales orders as a result of customer negotiations.
Suggestive Selling: Sell additional products through suggestive selling techniques.

2. Inbound Sales Representative Duties and Roles

Client Relationships: Build and maintain strong client relationships through inbound/outbound calls, live chat, texts, and emails.
Customer Journey Management: Manage the full customer journey, from job requests and reservations to fulfillment and aftercare.
Service Coordination: Coordinate, dispatch, and troubleshoot issues for crews to ensure smooth service delivery.
Job Evaluation: Evaluate and prioritize customer job requirements in collaboration with the team.
Inquiry Handling: Handle a high volume of service-related inquiries, including domestic appliance and boiler repair calls.
Sales Achievement: Achieve daily, weekly, and monthly sales targets by effectively promoting campaigns, overcoming objections, and closing sales.
Record Management: Maintain accurate customer records and account details within the CRM.
Time Management: Balance multiple customers simultaneously while managing time efficiently.

3. Inbound Sales Representative Responsibilities and Key Tasks

Lead Qualification: Qualify sales leads into opportunities from various inbound marketing programs and involve the appropriate teams.
Data Research: Utilize internal and external data resources to research organizations and contacts to help drive the quality of new sales opportunities.
Needs Assessment: Uncover needs and determine, in consultation with the prospect, mutual fit with SPS and the best solutions for each account.
Time Management: Meet response SLAs and apply exceptional time and organizational management skills.
CRM Utilization: Utilize Salesforce.com to accurately track activity and update lead, account, and opportunity information.
Process Development: Assist in the development of best practices within the lead generation sales process.
Service Knowledge: Maintain strong knowledge of SPS services to maximize cross-sell opportunities.
Team Collaboration: Collaborate internally with sales, marketing, and customer success teams to improve the customer journey.

4. Inbound Sales Representative Roles and Details

Communication Management: Efficiently manage a high volume of inbound communications with leads.
Objection Handling: Work inbound sales leads efficiently and successfully manage and overcome prospect objections.
Lead Qualification: Effectively educate and qualify leads to generate sales-ready opportunities.
Handoff Management: Ensure a seamless hand-off of meetings to the respective sales team.
Process Adherence: Accurately follow the established pre-sales process.
CRM Management: Consistently use Salesforce to document prospect interaction, ensuring efficient lead management.
Outreach Strategy: Collaborate closely with Marketing and Sales teams on developing new outreach strategies.
Lead Engagement: Maintain active engagement with leads using creative follow-up communication and ensure 100% satisfaction with all leads.
Target Achievement: Meet and exceed monthly and quarterly targets.

5. Inbound Sales Representative Key Accountabilities

Conversion Management: Own inbound conversion rates through the funnel (Leads to MQLs to SQLs).
Opportunity Creation: Create qualified opportunities for Tackle Account Executives.
Marketing Collaboration: Collaborate with the Marketing team on campaign follow-up, event follow-up, and other demand generation efforts.
Prospect Qualification: Oversee qualification questions and criteria to get the most qualified prospects to the Account Executives.
Product Knowledge: Develop a deep understanding of Tackle, its value proposition, and how to drive value for prospects.
Career Development: Launch a sales career through a defined learning and earning path.
Campaign Insights: Collaborate and share ideas for marketing campaigns, ensuring that valuable insights are implemented.
Digital Engagements: Own digital engagements with prospects, such as Web Chat.
Nurture Campaigns: Run nurture campaigns on leads and prospects.

6. Inbound Sales Representative General Responsibilities

Inside Sales: Conduct inside sales activities, including qualifying, calling, supporting the decision process, and closing deals.
Product Demonstrations: Give online demos and webinars of the tool to potential customers, showcasing value and ensuring alignment with their needs.
Client Onboarding: Support new clients in the initial phase of their onboarding journey.
Lead Prospecting: Prospect outbound leads once inbound leads have been fully managed.
Sales Collaboration: Collaborate with the sales team to research and improve current sales processes.
Market Opportunities: Identify new market opportunities for the business and communicate findings within the team.
Product Feedback: Gather product feedback to help ensure the product fits market needs.
Event Representation: Represent the company at trade shows and other industry events.
Sales Administration: Complete all necessary paperwork to support sales activities, including sales orders and reports.

7. Inbound Sales Representative Role Purpose

Inbound Inquiries: Professionally handle inbound inquiries for “house” or unassigned accounts, educating customers on HVAC replacement equipment.
HVAC Knowledge: Understand HVAC equipment to determine whether the customer needs to replace existing equipment or purchase a new system.
Sales Process: Perform the complete HVAC sales process - estimate, quote, process orders, communicate with the customer on progress, and provide tracking information.
Resource Utilization: Use company resources (Outlook, Word, Excel, TEAMS, Sales Office, Bluebeam Revu) to determine how to best assist the customer.
ERP Management: Use the ERP system to generate quotations and share information.
Information Storage: Use Project and Quick Quote folders to store information.
Billing Communication: Use a buy/sell billing spreadsheet to communicate cost and sell information to accounting.
Discrepancy Resolution: Handle accounting discrepancies quickly and professionally.
Meeting Participation: Attend End User, Air Distribution, Mechanical, and All-Company meetings.
Team Collaboration: Work closely with the Parts Department, manage inquiries with team members, and leverage access to experienced salespeople.

8. Inbound Sales Representative Essential Functions

Pipeline Development: Identify customer opportunities and build a strong pipeline.
Lead Response: Respond quickly to new inbound leads.
Sales Closure: Close business over the phone.
Negotiation Strategies: Formulate sales engagements and negotiation strategies.
Customer Experience: Work closely with operations and onboarding teams to ensure an excellent customer experience from the start.
Team Selling: Sell as a team and manage key stakeholders.
Internal Collaboration: Build strong collaborative internal relationships.
Customer Success: Maintain relentless focus on customer success and satisfaction, resulting in referenceable accounts and positive brand awareness.
Community Support: Drive support for a community of people to create exceptional lives.
Process Expertise: Become an expert on all aspects of the training and transformation process.

9. Inbound Sales Representative Additional Details

Product Expertise: Become a product expert with a deep understanding of the value proposition.
Technical Proficiency: Commit to becoming a power user and technical expert.
Customer Experience: Deliver a best-in-class customer experience for prospects and customers.
Product Knowledge: Maintain up-to-date knowledge of the product and its benefits to customers.
Lead Management: Quickly identify, qualify, and follow up on inbound leads (trial sign-ups, demo requests, chat, and content) via phone, email, LinkedIn, and video.
CRM Documentation: Document all interactions and findings with leads in the CRM and ensure a seamless handoff process to Account Executives.
Decision-Maker Engagement: Engage key decision-makers across all levels, including the C-suite, to evangelize the product.
Cross-Functional Collaboration: Collaborate with Marketing, Sales, and Operations to refine strategy, optimize deal flow, and improve lead quality.
Sales Support: Provide additional sales team support on an ad hoc or as-needed basis.

10. Inbound Sales Representative Roles

Inbound Communication: Manage inbound calls, chats, and emails from pet parents, providing guidance and selling pet insurance policies.
Outbound Calls: Conduct outbound calls to prospective and current customers from warm leads to drive enrollment.
Customer Consultations: Deliver 1:1 consultations to understand customer needs, present tailored solutions, and enroll clients into appropriate programs.
Sales Performance: Consistently meet or exceed sales goals and KPIs by maximizing every opportunity.
Relationship Building: Build rapport and create positive experiences that reinforce brand and product value.
Insurance Knowledge: Develop strong knowledge of insurance products and act as a trusted advisor to prospects and clients.
Lead Nurturing: Nurture and follow up with relevant leads to ensure long-term engagement and retention.
Time Management: Manage time and resources efficiently to balance multiple prospects while minimizing wait times.

11. Inbound Sales Representative Tasks

Customer Inquiries: Respond to group inquiries from customers.
Customer Follow-Up: Handle all related customer follow-up to drive revenue.
Account Qualification: Qualify accounts in compliance with the account governance protocol.
Collaboration: Collaborate with Hilton Worldwide Sales Specialists and other valuable partners to provide total client solutions.
Sales Presentations: Present sales pitches to clients with more basic needs.
Data Management: Ensure all data input, such as CRM, is fully complete and accurate.
Client Requests: Respond to transactional client requests promptly.
Sales Techniques: Optimally use existing client acquisition sales techniques with the support of the organization's reference documents.
Client Contact: Serve as the first point of contact for client questions.
Pricing Communication: Communicate pricing and promotions to clients consistently.
Service Coordination: Coordinate, dispatch, and troubleshoot issues for crews.

12. Inbound Sales Representative Details and Accountabilities

Communication Management: Handle inbound and outbound calls, live chat, and emails.
Product Knowledge: Understand current product offerings, including all brands.
Client Needs: Understand current client needs and how to best address them.
Client Follow-Up: Consistently follow up with clients to ensure their needs are met.
Revenue Achievement: Ensure revenue targets are achieved.
Sales Techniques: Effectively ask prospective clients for the sale using existing sales techniques provided by the organization.
Sales Closure: Close sales by building rapport, explaining product and service capabilities, overcoming objections, and offering alternative solutions.
Brand Value: Demonstrate the value of multiple brands to the client.
Objection Handling: Effectively address client objections.
Negotiation Skills: Employ negotiation techniques that facilitate positive outcomes and agreement while developing trust.
Customized Solutions: Drive positive results through customized solutions.

13. Inbound Sales Representative Overview

Inbound Communication: Handle inbound calls and chat inquiries from prospects, supporting business goals while consistently achieving sales and conversion targets.
Prospect Qualification: Qualify prospects, initiate the sales process, and schedule meetings for Sales Consultants to deliver optimal value.
Upselling: Proactively upsell by recommending additional products or services aligned with customer needs.
Customer Service: Provide prompt, courteous, and solution-oriented service to ensure client satisfaction.
Customer Relationships: Maintain strong customer relationships to drive retention and identify opportunities to improve offerings.
Product Expertise: Develop deep expertise in the platform, product offerings, and company services through ongoing training.
Sales Training: Participate in structured sales training to enhance professional development and career growth.
CRM Utilization: Learn and apply best practices to maximize the value of CRM and related sales tools.
Process Improvement: Recommend, develop, and test enhancements to processes, systems, and product presentations to improve both customer and agent experiences.
Team Collaboration: Collaborate with internal teams to identify and implement solutions that optimize customer experience, product services, and sales processes.

14. Inbound Sales Representative Job Description

Lead Management: Manage a queue of inbound sales leads.
Customer Service: Provide exceptional customer service as the first point of contact for potential customers.
Discovery Calls: Run discovery calls with inbound sales leads via phone and/or video conference.
Product Expertise: Become a product and industry expert and consult with prospects to identify their needs and pain points and determine if they are the right fit for the platform.
Trust Building: Build trust and credibility with brands, marketing leaders, and C-suite executives, and learn how to anticipate and overcome objections.
Lead Qualification: Convert leads into qualified sales opportunities for the Account Executive team by following specific qualification criteria.
Handoff Management: Execute a seamless handoff process to Account Executives.
CRM Tracking: Complete accurate tracking of communication with current and potential customers in HubSpot.
Adaptability: Demonstrate adaptability and flexibility as part of an ever-growing sales organization.
Sales Reporting: Report directly to the Sales Development Manager as an Inbound Sales Development Representative.

15. Inbound Sales Representative Functions

Consultative Selling: Generate revenue utilizing a consultative selling approach in the sale of Home Warranty services on warm outbound calls.
Sales Performance: Consistently meet or exceed monthly sales goals by utilizing consultative top-down selling, connecting to customer pain points, and overcoming objections.
Customer Satisfaction: Establish and maintain a high level of customer satisfaction in all sales transactions.
Sales Activity: Consistently meet or exceed weekly and monthly sales activity goals.
Customer Education: Educate, influence, and advise homeowners on the best-suited product for their home.
Information Management: Verify and update all homeowner contact information and ensure detailed documentation of customer or contact interaction.
Product Knowledge: Maintain consistent knowledge of company (FA and Alliance) products, version updates, pricing, promotions, and broker agreements.
Industry Awareness: Keep abreast of industry trends, contract coverage and limits, processes, and procedures.

16. Inbound Sales Representative Accountabilities

Product Information: Provide product specifications and other information to customers wishing to purchase products, including product features, dealer locations, supply and accessory requirements, and service options.
Website Assistance: Assist customers with website navigation.
Direct Sales: Sell products directly to consumers and effectively research and resolve any post-sale issues that may arise.
Lead Processing: Process sales leads for distribution to the dealer network and literature requests for customers requesting printed information.
Data Entry: Enter and capture call data (customer information, marketing demographics, and nature of request) for all calls taken using the appropriate scripting for the type of call received.
Non-Phone Duties: Perform various non-phone duties, including dealer lead data entry and processing, order follow-up, and other duties.
Job Evaluation: Evaluate and sort customer job requirements with the team lead.
Time Management: Efficiently manage time to handle multiple customers simultaneously.
Sales Targets: Achieve sales targets by effectively communicating marketing campaigns and promotions to customers.
Team Facilitation: Assist in facilitation with the team lead to find new, productive ways for team building and interaction.

17. Inbound Sales Representative Job Summary

Client Engagement: Respond and engage prospective clients via Marketing Qualified Leads from inbound phone line responses, website enquiries, marketing campaign responses, social media activity, and other sources.
Marketing Collaboration: Partner closely with the Marketing team to ensure alignment with brand and campaign messaging.
Audience Understanding: Build an understanding of the target audience, their likely drivers, and organizational structure to ensure success.
Outbound Calling: Contact businesses and private individuals by telephone to promote products and services.
Product Explanation: Explain products or services to potential customers.
Sales Pitches: Deliver and adjust scripted sales pitches to customers.
Customer Questions: Handle customer questions.
Information Collection: Obtain customer information, including names and addresses.
Customer Records: Record customer details, including reactions to the product or service offered.
Appointment Scheduling: Schedule appointments for sales staff to meet prospective customers.
CRM Management: Capture call details and appointments in CRM, and confirm them with field sales representatives.
Inbound Calls: Answer telephone calls from potential customers responding to marketing campaigns through inbound sales calls.

18. Inbound Sales Representative Responsibilities

First Contact: Serve as the first point of contact for enterprise and commercial accounts.
Prospect Qualification: Respond promptly to inbound inquiries and qualify prospects for sales opportunities.
Opportunity Generation: Consistently achieve 10+ opportunities per month while managing other KPIs to ensure pipeline growth.
Pipeline Management: Manage customer opportunities through the sales pipeline, from initial engagement to securing MNDAs and growth plans, while tracking 50-100 active leads across various stages.
Cross-Functional Collaboration: Collaborate with Sales, Marketing, and Revenue Operations to strengthen the SDR function.
Process Optimization: Provide opportunity development support and optimize Salesforce processes.
Technical Knowledge: Build deep technical knowledge of platform capabilities and confidently communicate unique features, benefits, and business value to prospects.
Sales Training: Participate in structured sales training and enablement programs with clear career progression milestones for top performers.
Culture Contribution: Contribute to a culture-first approach by helping HR professionals access data that enables impactful workplace strategies.
Administrative Support: Assist with administrative tasks across different verticals to support overall sales effectiveness.

19. Inbound Sales Representative Details

Customer Experience: Field inbound calls and deliver exceptional customer experiences throughout every interaction.
Consultative Selling: Take a consultative approach to uncover customer needs and recommend products or services that support business success.
Sales Calls: Handle inbound sales calls from travel agents and prospective passengers, acting as a subject matter expert and completing the booking process.
Relationship Building: Maintain individual sales goals while building lasting relationships with travel partners and customers.
Solution Offering: Offer solutions within the scope of support, directing customers to third-party or paid solutions.
Issue Resolution: Troubleshoot client products and resolve issues efficiently, aiming for first-call resolution.
Sales Support: Process itinerary changes, payments, and brochure requests to support customer needs.
Performance Metrics: Consistently meet key performance metrics, including First Call Resolution, Conversion Rates, Net Promoter Score, and New Sales.
Activity Tracking: Track daily activity to ensure achievement of departmental goals.
Product Knowledge: Develop comprehensive knowledge of products and services offered.
Collections Support: Attempt to resolve collection issues for outstanding accounts.

20. Inbound Sales Representative Duties

Investment Inquiries: Respond to telephone inquiries regarding investment updates by utilizing internal resources to stay informed on stock and bond market outlooks, portfolio strategies, and legislative changes.
Analytical Tools: Leverage analytical tools to run hypotheticals, fund comparisons, investment growth reports, stock intersection, rolling return, and correlation reports, interpreting and conveying information to advisors in compliance with industry standards.
Lead Generation: Create sales leads for all distribution channels by providing product information while engaging advisors with appropriate questions to uncover additional opportunities.
Firm Knowledge: Understand independent and wirehouse firms, including advisor structures, platforms, materials, and ideas aligned with home office-directed themes.
Portfolio Analysis: Apply a strong understanding of portfolio construction and product performance to explain sector and industry over-/underweighting and conduct basic attribution analysis.
Wholesaler Support: Provide backup support in the absence of an internal wholesaler by making thank-you calls, assisting with service matters, supporting new products, and handling related tasks.
Pipeline Development: Collaborate with assigned Account Executives to develop go-to-market strategies and build the sales pipeline.
Prospect Outreach: Communicate with prospects via cold calls, emails, and LinkedIn to generate interest in software solutions.
Quota Achievement: Consistently achieve monthly and quarterly quota goals.
Customer Sales: Sell communications solutions to new and existing customers by answering inbound customer telephone calls in response to general inquiries and advertisements.
Cross-Selling: Suggestively cross-sell and upsell additional services to new customers.
Revenue Growth: Develop new revenue from existing customers by selling additional services.

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