Perseverance is the key to sales success

The average number of touchpoints needed to secure a sale, or appointment generally falls between 7 and 12. However, this varies by industry, target audience, and product or service type. Here’s why multiple touchpoints are necessary and how they work:

Why Multiple Touchpoints Are Necessary

  • Building Trust: Buyers need to trust the seller, and trust develops over time through consistent and meaningful engagement.
  • Cutting Through Noise: Prospects are inundated with marketing messages, so repeated interactions ensure your message stands out.
  • Guiding the Buyer’s Journey: Buyers often move through awareness, consideration, and decision stages before committing. Multiple touchpoints help guide them.
  • Relevance and Customisation: Frequent contact allows you to refine your messaging and address specific concerns, making your offering more appealing.

Typical Sales Touchpoints

  • Awareness Stage: Social media ads, blog visits, email newsletters, or website engagement.
  • Engagement Stage: Personalised LinkedIn messages, phone calls, or direct email outreach.
  • Consideration Stage: Webinars, product demonstrations, or sharing case studies and testimonials.
  • Decision Stage: Proposal discussions, follow-up calls to address objections, or in-person meetings to finalise details.

Factors Affecting the Number of Touchpoints

  • Industry: B2B sales or high-ticket items typically need more interactions (10–15+), while consumer sales might only require 3–5 touchpoints.
  • Lead Type: Warm leads, such as referrals, may convert faster, while cold leads from unsolicited outreach require more nurturing.
  • Approach: A strategic follow-up plan can reduce the number of touchpoints needed by effectively addressing concerns early on.
  • Communication Channels: Some channels, like personalised phone calls or in-person meetings, can fast-track trust and reduce unnecessary follow-ups.

Strategies to Reduce Touchpoints

  • Personalisation: Craft messages tailored to the prospect’s specific needs to make each interaction more impactful.
  • Multi-Channel Outreach: Engage prospects across email, phone, social media, and in-person to reach them in their preferred way.
  • Pre-Qualification: Focus on well-targeted leads to reduce wasted efforts and ensure efficient use of touchpoints.
  • Automation: Leverage tools to automate routine touchpoints, such as follow-up emails or reminders, while maintaining a personal touch.

Key Takeaway

While the general range is 7–12 touchpoints, prioritising quality over quantity is essential. Strategic, timely, and relevant engagement will always outperform excessive, unfocused interactions.