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Wing your script

by thet
11 replies
Yesterday I tweaked my script again. From beginning to end of conversation.
Then I made a call. I started chatting with the guy. Keeping an eye on my script.
However,
I noticed myself adding or changing some things during the talk.

This is something everybody does, probably?

My question is: When it worked, how do you remember what it was what worked?
How do you remember what you said when you go in your chatty-mode during a flow state?

Flow
#script #wing
  • Profile picture of the author laurencewins
    No 2 conversations are the same so you can't always keep notes. However, you'll slowly find things you always do and so you can edit your script accordingly.
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  • Profile picture of the author helisell
    The question is really.....did the 'chatty' mode actually work?

    I suspect it didn't because 'chatty' usually means you are not in control of the situation.

    Imagine your doctor, during the serious business of establishing what is the best possible treatment
    path for whatever your complain might be......now imagine that he goes into 'chatty' mode!!

    You need to be the doctor, asking multiple linked questions so that you can come up with a diagnosis (i.e. solution)....I'm afraid that 'chatty' isn't going to get the result you want.

    Establishing trust, rapport, confidence is of course really important...but keep away from 'chatty' if you want to be seen as a true expert by the potential customer.
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    • Profile picture of the author thet
      Originally Posted by helisell View Post

      The question is really.....did the 'chatty' mode actually work?

      I suspect it didn't because 'chatty' usually means you are not in control of the situation.

      Imagine your doctor, during the serious business of establishing what is the best possible treatment
      path for whatever your complain might be......now imagine that he goes into 'chatty' mode!!

      You need to be the doctor, asking multiple linked questions so that you can come up with a diagnosis (i.e. solution)....I'm afraid that 'chatty' isn't going to get the result you want.

      Establishing trust, rapport, confidence is of course really important...but keep away from 'chatty' if you want to be seen as a true expert by the potential customer.
      Agreed.

      It's also more when i say what I normally say.. and out of the blue.. there comes a sentence that totally makes sense to the costumer.. but it's not in my script.
      Yesterday I asked a great question,
      after 15 minutes,
      I forgot the question.. which fore sure added to my succes during that call
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  • Profile picture of the author jamesfreddyc
    Well, you can always record your calls.

    If you are using Skype there are 3rd party add-ons that allow you to record. There's also other audio/video recording solutions that record whatever is going on the computer. If you are using your own cellphone then there are apps for this as well.

    If you are calling from an office phone then you need to ask your boss.
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    • Profile picture of the author thet
      Originally Posted by jamesfreddyc View Post

      Well, you can always record your calls.

      If you are using Skype there are 3rd party add-ons that allow you to record. There's also other audio/video recording solutions that record whatever is going on the computer. If you are using your own cellphone then there are apps for this as well.

      If you are calling from an office phone then you need to ask your boss.
      That might be an idea, to record all my calls.
      Could also use my mobile phone as a recorder.
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  • Profile picture of the author jamesfreddyc
    Go to Claude Whitacre's youtube channel --- he has an excellent talk about "wing-ing it" or using a script.
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  • Profile picture of the author socialentry
    Yeah I do it all the time. Usually I can pinpoint why they didn`t buy, but I have a very clear structure of what I want to do.

    Often, I can`t tell why exactly they bought. I can sometime tell when they make a decision to buy. But oftentimes, I just make an educated guess.

    I freestyle the qualification, but I keep a small list of questions, so I know exactly what I want to get so it's doesn't come across as wishy-washy. What I found is that part was so specific to the prospect, his moods, and everything that it would be very hard to make a script word for word.

    And beside this is a good chance to show off your personality, and since I`m generally affable (I think), if shy, I'd rather have freedom of action.

    I remember one place used a physical recorder. It was plug-and-play so you might want to look into that.
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    • Profile picture of the author thet
      Originally Posted by socialentry View Post

      Yeah I do it all the time. Usually I can pinpoint why they didn`t buy, but I have a very clear structure of what I want to do.

      Often, I can`t tell why exactly they bought. I can sometime tell when they make a decision to buy. But oftentimes, I just make an educated guess.

      I freestyle the qualification, but I keep a small list of questions, so I know exactly what I want to get so it's doesn't come across as wishy-washy. What I found is that part was so specific to the prospect, his moods, and everything that it would be very hard to make a script word for word.

      And beside this is a good chance to show off your personality, and since I`m generally affable (I think), if shy, I'd rather have freedom of action.

      I remember one place used a physical recorder. It was plug-and-play so you might want to look into that.
      I do the same now. I have a word document with my script on screen so I can always get back to it. But I am trying to be a human being.

      I also have the challenge with not exactly knowing what worked and what didn't. Although I most of the time know when I fd up, it's a feeling in my stomach.

      I now record my calls on my phone.
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      • Profile picture of the author Claude Whitacre
        If I say something brilliant on the phone (or someone else does), I just jot it down as I talk on the phone. A few words is usually enough to keep the memory of it.

        Then it's important to memorize what you said, so it comes out naturally.

        By the way, memorizing your own words is about as natural as you can get.
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  • Profile picture of the author DaniMc
    Record yourself saying the script then listen to it over and over. Seriously - talk along with the recording.

    When you say something really great - add it to the recording. When they ask a question - write it down, come up with the best answer, and then record yourself asking and answering the question. Play these to yourself daily and talk along with them.

    You will find you get better and better. You will hear imperfections and things you should change. Write those down, then re-record them and listen to that every day.

    Just try it for a week - it will impact you.
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  • Profile picture of the author Mwind076
    Scripts are great for newbies or overly anal call center managers. Or for those that have no plan to "do" this as a job.

    For the rest of us, that enjoy doing it and do it daily, we use "conversation" style. Meaning, I know the points I need to hit. I know the product or service like the back of my hand (the parts I need to know to book, sell, or get the "yes") and I just talk. No script needed. It's not hard, and it works quite well. It depends on how YOU work. Every caller is different and everyone you're calling is different. No script memorizing is going to work across the board, so learn how to have a conversation and you're set.
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