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Kathleen Pabst Robshaw

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Founder/Owner, Spectrum Strategy Resources LLC

88 points

Member of the Chartered Institute of Marketing (UK); immediate past VP of Membership Board Position American Marketing Association, Tampa Bay.

Telephone Business Manager, Midcom Data Technologies; Telephone Business Director, Crown Marketing Group; Founder and Owner of Telephone Marketing UK

April 19, 2012

Kathleen Pabst Robshaw and 10 other people answered this question

When cold calling, how long should you wait before following up with that second call?

I just got notified about this question and clearly many advances it already – it truly does depend on your own business structure. annual markets tolerance and/or buying cycle. One of my clients left a decent message on the first call and then each month ... more

Sept. 19, 2011

Kathleen Pabst Robshaw published a post

Increasing Sales in the 2.0 World!

5 Tips for Increasing Sales - Free Download

June 8, 2011

Kathleen Pabst Robshaw and 25 other people answered this question at this roundtable

Doubling Results With All-Star Outbound Sales Practices [5/27 @ 1 pm]

How do you develop truly authentic sales people? (in this case, inside sales people)

I have nothing else to really add except to say that from my experience you need to hire someone who is genuinely interested in people - not himself/herself - AND you need to find out what motivates them and make that work for you by ... more

Lead Management

Motivate Salespeople

May 19, 2011

Kathleen Pabst Robshaw and 4 other people answered this question

How can you tell when an inside sales rep would be better suited in the field – and vice versa?

@Ken
So eloquently put, Ken! Thanks. Sometimes desperate folks do the wrong things when they need sales. Anyone will do - they think! more

Inside Sales Reps

May 18, 2011

Kathleen Pabst Robshaw and 6 other people commented on this post

Why sales should stop "checking in" and five tips to avoid it

I have told clients for years and years and years - not go give my age away yet - not to use this phrase EVER!
Now it is creeping into e-mail and becoming a subject line even!
The way to avoid it, as has been ... more

Sales Intelligence

May 17, 2011

Kathleen Pabst Robshaw and 9 other people answered this question

What are the top warning signs that an inside sales rep is burned out?

I agree with all of these asnwers. I have found that you can overcome this by changing their goals and rewards to give them a new motivation. Additionally, physically moving their seat to one they might be coveting really has also worked.
I vividly recall ... more

Inside Sales Reps

Sales Management

May 4, 2011

Kathleen Pabst Robshaw and 105 other people answered this question

POLL: Do you access LinkedIn from your mobile device? (Y/N) If yes, please specify the device.

No but it could be user issue ..I have a Blackberry. I like to do it it at my office/home and leisely pueruse my Linked In. Think it deserves that time and energy. more

Information Technology

Linkedin for Business

May 4, 2011

Kathleen Pabst Robshaw and 41 other people answered this question

Assuming a blog is important to your business, how often do you write articles & post them?

It took a while but I post weekly. I ponder what I might want to share throughout the week then pour it out ...the good news is that you can usually link that blog post to FB (I do to my business page) and also ... more

April 17, 2011

Kathleen Pabst Robshaw and 18 other people answered this question

what are the top 5 questions to ask employees in a performance review at a small company?

I have owned my own small business and do tend to have clients in that arena in Tampa Bay, Florida.
The most important question I have asked is how involved do they feel in the success of the company and on the flip side, how invoved ... more

Human Resources

Performance Review

April 17, 2011

Kathleen Pabst Robshaw and 44 other people answered this question

What is more important: to resolve a complaint quickly or to acknowledge it quickly?

Acknowledge it and advise them when they can expect a solution. Keep them informed. The absolutely worst thing you can do is not commnicate along the way.
If you give them a date by which it will be resolved, stick to it or alter it ... more

Customer Service

Social Customer Care

March 23, 2011

Kathleen Pabst Robshaw and 6 other people commented on a brief

How Should the Business Owner Work With a CPA or CPA Practice?

Speaking as the client, and as someone who trains folks on cummunicating (over the phone) and helps them with listening, I always told my CPA up front what my limitations were, what my needs were and what my expectations were.
I got a price and providing ... more

Business Management

March 22, 2011

Kathleen Pabst Robshaw and 9 other people answered this question

Does what college a candidate went to make a difference when sifting through candidates? Why?

I have not had it influence me but in other roles I have heard phrases like xyz University is known for top level accountants,for example, so in this case yes it does sway who you interview. Think it relates to professionals such as accounting, legal, ... more

Human Resources

Candidate Screening

March 22, 2011

Kathleen Pabst Robshaw and 11 other people answered this question

Three things to tell your staff if you knew tomorrow was your last day at work

Always take what you learned here with you.
Be in a place you love that loves you back.
One Day at a Time. more

General Management

Human Resources

March 15, 2011

Kathleen Pabst Robshaw and 11 other people answered this question

Does tone and pitch of voice help reps get through gatekeepers?

This information is all useful and all part of the job of a good telephone associate but your first paragraph says it all...you must interview by phone. I know huge call centers in Tampa Bay who hire frequently and it is all about an on-line ... more

Telemarketing Employees

Nov. 1, 2010

Kathleen Pabst Robshaw published a brief

5 Traits Necessary for an Awesome Inside Sales Association

Human Resources

Inside Sales Reps

Oct. 8, 2010

Kathleen Pabst Robshaw and 2 other people answered this question

How do you know whether you need inside sales?

Maureen, not many tackled this one for you! I do offer my clients at least an hour of my time while we talk through issues. I'll be happy to talk to you if you want to set up a time to call next week or ... more

Inside Sales Reps

Inside Sales Teams

Oct. 7, 2010

Kathleen Pabst Robshaw and 2 other people answered this question

So... what do you do?

This one will get you 000's of different replies! Mine depends on if I delivering to a GROUP or to an individual. If it is an idividual I say: I help businesses grow without increasing the need to take from the botom line to achieve ... more

Sept. 29, 2010

Kathleen Pabst Robshaw and 6 other people answered this question

Ways to improve staff retention in a customer call center?

Many will give you technology answers but my experience is hands on people answers ...Empower them to make decisions and create solutions for their callers. More pats on the back than criticism. Ask what motivates them and what they need to feel good about the ... more

Customer Service

Call Center Recruiting

Contact Centers

May 8, 2010

Kathleen Pabst Robshaw and 46 other people answered this question

Small Business Social Media: Does it even work?

I have read all of this and to be honest think everyone has drunk the Kool-Aid. Social Media is exhausting. My market is B2B and no one has been able to tell me of a success story in this arena. It is all full of ... more

Small Business Consulting

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