Like the pro’s, you need to practice enough to make the script become you. It must be natural. The bottom line is that most people don’t like scripts because they’re not willing to practice. That's the key.
If they’re good, they sell you on a character and you buy it!
No words will help you win over a client if your attitude is negative and your energy is low. Enthusiasm must be doubled over the phone or it will be lost to the client.
When the phone rings, or when the client approaches, take a deep breath, smile and refer to your words, or script. This applies to both sales and service professionals. Every time. Every interaction. Lights, camera, action!
Introduce yourself and offer assistance right up front by saying, “This is (YOUR NAME).” If on the phone, unlike a face to face greeting, you don’t want to ask the customer’s name until later in the conversation. Tell the customer that you can help them.
Ask questions about the product or service they are interested in immediately. Utilize open-ended questions and get the client talking. For this very reason, using a script, with predetermined questions, actually works! Managers should assist salespeople in developing a list of pre-determined questions.
In training workshops, we encourage the use and memorization of scripts, presentations, responses to objections and transitional phrases. And we often get responses like “since those aren’t my words, they’ll sound canned”.
- Prepare yourself mentally — attitude is everything!
- Begin with something simple like a greeting.
- Role play and practice with other staff members.
- Use the same words over and over.
- Video tape or record yourself.
- Practice in front of a mirror.
- Pay attention to your body language and tone of voice.
Center for Performance Improvement dramatically improves the performance of key employees in the automotive, indirect-lending and healthcare industries. Get our report on improving CSI and SSI scores through in-store processes and immersion coaching: https://www.centerforperformanceimprovement.com/