Scripts

Morgan Hardy

Does your sales BDC use scripts for inbound/outbound phone calls or no?

Rachel Haynes

We do not. We do a lot of phone training, but I personally feel that customers realize when they are being read a script. And generally speaking, there are too many variables in a conversation with a customer to stick to a script.  

Derrick Woolfson

@Morgan - we call them "talking" points, and have expectations for phone greetings such as: "Thanks for choosing [dealer] how can I assist you,  amongst others. That said, we do use scripts for role-playing and training so that our team becomes more comfortable in handling objections, etc. 

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