Ever been stuck with the right things to say?
Have you often thought that what you said could have been delivered in a better way?
Most people don’t utilise the power in any way of using a prepared sales script. These
people just shoot from the hip and hope that they will get the results they want. These
same people do not keep score of their customer activities and therefore have no record of
what works and what doesn’t work.
Let’s now look at some of the myths that people spread.
7 MYTHS YOU NEED TO DESTROY ABOUT USING SCRIPTS
- They don’t work, tried one in previous job, nobody used it.
- People can tell when you are using a script.
- You sound like a SALESPERSON, trying to sell something,
whether I need it or not. - Limited customisation. You are unable to tailor your presentation to the individual
needs and wants of your clients. - You sound like a robot. You have a limited flexibility of what you can say.
- You sound like a telemarketer with the call centre as your background.
- I am a PRO, at the job for 10 years. I know what to say!
15 KEY BENEFITS OF USING A SALES SCRIPT
Improves how you sound
We believe when conversing with another person, particularly on the phone, your
results will be improved dramatically through the use of scripts. This is because
there are no gaps in the conversation and no awkward moments of not knowing
what to say. You have a script/plan.
Improves the impression you make
By sounding more confident and more professional, you will automatically improve
the impression you make. With time on the phone a critical issue, a script will give
you a measurable improvement in the impression you make.
Improves rapport
Rapport is improved in concert with the impression you make. Remember, that
people do business with people they like. Customers love to hear their own name
and a courteous tone when building rapport.
Improves effectiveness
Your effectiveness on the phone or in person will immediately be improved when
you follow the key points of your professionally prepared script. Confidence will be
improved, retention of what the prospect says to you will also be improved along
with a more professional discussion.
Improves confidence
When your sales and service team members know that they can rely on a good script,
their confidence when handling a customer enquiry will grow.
Decreases stress
When new people join your sales and service team, they will be unfamiliar with what
they should be saying and how they should be responding to your customer enquiries. A
book of scripts or computer link to where they find your company’s tailored scripts
makes this a far less stressful situation.
Increases activity level
You will be able to do more in less time with a professional script. They keep you
organised and totally accountable for your results. With a happy and good attitude,
you really can increase your activity levels with a good script hugely.
Promotes consistency
Consistency in what they’re saying is really important for your sales and service team.
When the team has a company tailored and agreed-upon scripts they become more
powerful. Consistency brings with it professionalism and better results. We need the
same response given every time to a customer enquiry.
Increases your confidence
Following a script will increase your confidence level because by using a script you
are asking all of the relevant information required to move forward with your
prospect. You don’t have to remember anything……Just use your script!
Reduces training time
The length of training sessions can be reduced for individuals and teams by using script
books, charts and computer-generated programs.
Increases customer satisfaction
With a script, you will be able to measure an individual’s KPI’s and performance. With
this information, you will be able to spend time with poor performers in order to
increase the customers’ approval rating.
Assists in maintaining compliance
Compliance to laws and regulations today is not a choice. They must be regulated and
adhered to 100%. We must ensure all of our sales and customer service team members
are using compliant scripts and replying truthfully and ethically to all customer requests.
Avoiding human error
When we have a script, we are encouraged to cover all of the points in the script. When
we do this, we avoid human error of forgetting certain key questions that need to be
asked.
Measuring results
When scripts are used, we can hold people accountable for their activities. We are able
to measure KPI’s in all of their activities. This gives us the opportunity of continuous
improvement. We can highlight problems and tweak scripts when necessary.
Overcoming objection
You will handle objections so you much more easily when you have a script or a list of
bullet points to cover when responding to your customer’s objections. This gives you the
power in any conversation.
It’s in front of you….You don’t have to keep thinking of what you have to say. It’s all in
front of you on your script.
KEY POINTS TO REMEMBER
Update and refresh your scripts often in order to keep staff motivated to use them.
Actively listen to your customer….Never interrupt the customer.
When you listen, you learn. You will gain more information with little effort about your
customers’ needs and wants by listening, and nodding of your head to indicate that you
are listening.
Know-how and when to deviate from your scripted approach.
The customer will often ask you for information and advice not covered in a script. It is
important that these be answered when you are asked. Make a list of things that the
customer may say or object to in your script, so that you are prepared no matter what.
BENEFITS OF REAL PLAYS
Here are four of the major benefits that are achieved by those who do some role-play, or as we prefer
“real play”, with these proven and time-tested scripts.
- Practising
No matter the activity, all professionals practice their skills. Practising and fine tuning your
scripts can really be fun. It will also allow you to personalise the scripts you are delivering to
your client with a more meaningful message. - Building confidence
When you review or practice something constantly, your confidence will grow. Real plays
develop confidence in you leading to a far more successful sales winning conversation. - Developing active listening skills
When you use a script, because you have the words in front of you, you don’t have to be
constantly thinking about what you’re going to say next. This allows you to listen a lot more
intently to what your prospect is saying. - Developing group problem solving abilities
When in a group situation or group discussion, fine tuning of your scripts will pay huge
dividends. Concerns and problems can be raised and extinguished through meaningful
discussions and changes to the set script. It is essential that everyone, and I repeat
everyone, is happy with and uses the same script.
IN CONCLUSION
Be different
Be and sound professional
Be a user of customer friendly and results
measured scripts
Ask for referrals
About David Jackson CSP
David is internationally known as “THE SALES DOCTOR” for his “Vitamins for Success” and
highly effective “Sales Problem Solver”. He has over 30 years of experience as an
internationally recognised Sales Skills and Communication Coach including Keynote Speaker.
David brings the ability to positively transform the skills and attitudes of his audiences with
humour and real world experiences. He will lift you and your team to a new level.
Follow David on www.davidjackson.com.au and don’t forget to register for your 3
complementary Self-Development eBooks.