STOP STOP STOP!!!

Sean, I agree - Also.. Some of the "WF Guru's" Choose particular fields to play in whether it be for money or personal gain.. but when you choose a segment to focus on you get to understand there lingo and NEEDS more.. making the selling conversation a WHOLE LOT EASIER!

People you are not just selling a Mobile website or Leads.. You are selling someone a possibility to feed a family or for them to hire an unemployed person.

Create a relationship and watch your customer base grow!

Telemarketing companies who fail miserably, are the ones who cant get their rooms to say the script verbatim. The mastery of telemarketing is KEEPING THE CUSTOMER going down YOUR path...and having them follow you to the close.... its "not" letting the customer take control of the agenda... Multi Billion dollar companies would disagree with you here and tell their call center managers to record conversations and fire people who refuse to say the verbatim script that it took them millions of dollars to develop to perfection....

The TALENT in telemarketing is keeping the customer focused on YOUR message.... the guys who cant do that and repeat a successful script successfully are out performed by the ones smart enough not to try and reinvent the wheel.


So I disagree. Sure, letting the customer take control works on a small scale, but if you want to "project" and recieve consistent results with your room, and be able to PREDICT your numbers...then everyone on your room needs to be saying the same thing...otherwise they will all be chasing deer all day when you are wanting them to chase raccoons.

The key is to use a "successful" script, and know the NUMBERS you should expect from that script.

No call center professional with any kind of sizable army would agree with you here.

Indeed, find a successful script and craft it to "your" offer based on your understanding of your markets needs.... but STICK TO IT! lol So the law of numbers can work for you. Everytime you make a significant change to your script that law starts back at zero, because you are no longer consistently performing the same action... Sorry Sean , you know I cant see a good telemarketing thread and not want to jump in...lol.

Please pay no attention to the man behind the green curtain.

Hey no problem John, I know this is your field and your comments are appreciated.

Hi Sean - unfortunately I have to disagree.

If you have a script that works, why would you want to stray?

Until a telemarketer is meeting their goals and making appointments or sales, they must stay on script. Word for word with no deviation.

If they want to make a change, after they are seasoned, then just like an A/B test, make one change and compare against the previous version.

But this needs to be done scientifically.

We require all 5 of our telemarketing centers to stay on script.

It is the only way we can quantify what is working and what is not.

Evie

I use in-person scripts to control and direct the conversation. I follow the same principles that actors follow when learning scripts or comedians use when crafting their act....its the only way I've found that works.

First, they learn the EXACT WORDS to say, so you could say, they "Play It As Written"

....Then, when they have it down 'pat', they add inflection, tone, emphasis, pauses and in my case, since I'm mostly in-person with prospects, body language.

And like the professional actor, then you add your own personality.

But at least what I've found is, if you don't learn the script word-for-word first, you'll stumble and start to lose confidence and probably never get to the other stages of personalization.
_____
Bruce

I agree with you Sean that many people have jumped on the wagon and started selling scripts that are made up out of their head. It makes me want to put out a report on script writing. Most PLR scripts are gonna be crud made up by marketers who have never picked up a phone, just because they see a niche. Im sure both Evie and myself agree with that one. But yes a script is important to a non seasoned sales person...after they begin converting its ok to start what I call "Owning it" a little, particularly as an individual... In calls centers though, scripts as Evie mentioned are of utmost importance in "qauntifying" and are the difference between having a systems dependent business and a "people" dependent one, which you dont want.

You may be a phone rockstar, and bravo to you on your mobile experience with ATT, thats cool,and really inspiring... but a large call centers doors swing so much that they cant depend on rock stars to meet their numbers, they have to depend on "systems"... so that they arent at the mercy of having to hire only 'highly talented" people, they can count on a minimum number of sales that can be created by an AVERAGE person who simply repeats a successful action over and over to achieve a minimum predictable result.