What to Do and What Not to Do
Call scripting is sometimes a tedious task, not only for the sales person to rattle off what they may feel are useless details but for the customer who doesn’t want to sit through an unenthused and long winded speech. In order to improve customer relations it may be time to evaluate your call scripting by remembering these things:
- Personalize it for each team member: It is all too easy to get in the habit of establishing a script and wanting your sales people to follow it letter for letter, that way no matter what a customer is hearing the same information and not getting mixed messages. While this is important to make sure that all of your customers and all of your employees are on the same page you should have some faith in your employees and allow them some freedom when customizing their scripts to themselves. Often times you will find that an employee, when given enough freedom, will still cover their main points but put more of themselves into the call.
- Consider call guides instead of scripts: The above point lends itself to this idea. It may be a better idea to have call guides rather then a call script as it can lead to a more natural and honest flow throughout the conversation, this allows for a more honest connection between the customer and your employee.
- Make it customer specific: Making sure that every call is not treated the same is often a hard thing to grasp in sales. You want to be sure that all the information is given in any situation, but if you aren’t careful you can end up making your script sound the same no matter if the call is outbound or otherwise.