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Help me create a good phone script...

by agonce
13 replies
I haven't done cold calling before but now I am finally ready to just pick up the phone and start making cold calls, and I need some help to get a good phone script that won't give the impression that I am selling something to the business owner, ie just to get them to listen to me and not say NO, not interested or I don't care .

I will be calling some businesses that have messed up their online presence and offer them reputation management services.
So, since I am offering reputation management/repair, I though the following script would scare the person talking to me and make em think that I am selling something right away.

"Hi, can I talk to the {owner name}?
..................... (assuming a YES).........
"Hi {business owner},
I am calling to let you know about some bad reviews that your {business} has on the very first page of google. These bad reviews are really hurting your business considering that many of your potential clients are checking you online before visiting your {business type}. Are you aware of this? "
Them: No, I am not / Yes I know.
I know what to say from here ...

So what do you guys think, is that very bad, bad, not so bad, good ?

Please suggest me anything that would make that first impression not to sound salesy and will keep them on the phone for at least till I understand whether they give a crap about their reputation or not. Then I can pitch them on a meeting ...

I appreciate your help!
#create #good #phone #script
  • Profile picture of the author P1
    I think it's good. Straight to the point but I'm no cold calling expert.
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    • Profile picture of the author agonce
      Originally Posted by P1 View Post

      I think it's good. Straight to the point but I'm no cold calling expert.
      Thanks for your feedback P1!

      See, that's the problem with me ... I am not sure if I am doing things right when it comes to cold calling considering I am a newbie ... Hence I am asking here for help and hopefully I will receive some more feedback from other people too before I hit the phones tomorrow morning
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      • Profile picture of the author JimmyB
        My recommendation would be not to call.
        I would send them an e-mail
        Here's a quick example it's not perfect but you should get the idea

        Dear xxxxx

        I found your website On Google Places
        My intentions with this letter was not to catch you off guard
        But to bring to your attention an important area that is
        Costing your business money.
        One thing I'm not sure you're aware of is that 90% of your bad reviews are killing your business.
        I help honest and well-meaning business owners like you repair their online reputation.
        I would like to have a quick 10 minute chat with you to show you
        Exactly how I can help.
        Please feel free to call me at my office xxxxxxxxxx
        I look forward to talking with you.
        Sincerely
        Your name

        Good luck
        JimmyB
        Signature

        Heal the past, live the present, dream the future.

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        • Profile picture of the author Sue Bruce
          Agonce,

          I call you and I say

          "Hi Agonce,

          I am calling to let you know about some bad reviews that your {business} has on the very first page of google. These bad reviews are really hurting your business considering that many of your potential clients are checking you online before visiting your {business type}. Are you aware of this? "

          OK, how do you feel right now? Do you know me from Adam? Do you feel negative about what I've told you? Do you feel that I've told you enough about me to give you confidence in me? Have I told you I can solve the biggest problem you have, making more money?
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    • Profile picture of the author Sue Bruce
      "Hi {business owner},

      It's XXX calling from National Reputation Management. Were in the business of increasing your business profits.

      I just googled your website. Have you seen the reviews on your page?

      We can bury those reviews for you within a few weeks and keep them buried. I can show you how in a matter of a few minutes. I have an appointment available at 2 this afternoon or 10 tomorrow morning. which time would be better fo you?
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      • Profile picture of the author caseycase
        Originally Posted by Sue Bruce View Post

        "Hi {business owner},

        It's XXX calling from National Reputation Management. Were in the business of increasing your business profits.

        I just googled your website. Have you seen the reviews on your page?

        We can bury those reviews for you within a few weeks and keep them buried. I can show you how in a matter of a few minutes. I have an appointment available at 2 this afternoon or 10 tomorrow morning. which time would be better fo you?
        This is good. I like it Sue!
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        Free IM Info, No Junk - http://www.ironcladim.com



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      • Profile picture of the author agonce
        Originally Posted by Sue Bruce View Post

        "Hi {business owner},

        It's XXX calling from National Reputation Management. Were in the business of increasing your business profits.

        I just googled your website. Have you seen the reviews on your page?

        We can bury those reviews for you within a few weeks and keep them buried. I can show you how in a matter of a few minutes. I have an appointment available at 2 this afternoon or 10 tomorrow morning. which time would be better fo you?
        Hmm, what if they say, no I haven't seen them? Would I just tell them that they have bad reviews and then continue with the rest of your script?

        Also, some people have suggested not to say who you are and what company you are calling them from because it kinda gives them a "this is a sales phone call" message.

        What did you think of the initial script that I've written in the first post?
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  • Profile picture of the author Jason Kanigan
    How about getting involvement from the prospect? If they have an internet-connected PC handy, you can guide them to doing the google search themselves.

    Nothing works as well as having the prospect see for themselves. Like I always say: if you say it, you have to defend it. If they say it, it's true.

    Then you tell them: "This is what your potential customers see."

    Watch them jump! DISMAY. They've got pain now!
    Signature
    >> Executive advisory: Unstick sales, strategy & growth problems fast → jasonkanigan.com

    >> Selling? Then this is the FREE YouTube series you need RIGHT NOW
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  • Profile picture of the author zannix
    I think it's a good start, but in your shoes, I would first try to establish a rapport by saying something like: "Hi there mr.X, this is <name>. How's your business doing?"

    I think you should get a "fine thanks, what's this about?" - and then you proceed to tell the owner how you ran into some negative aspects of his companies online presence, and ask him whether he is aware of this.

    If he says NO/YES, doesnt matter - just tell him that you happen to be very good at solving reputation problems with his type of business and ask him whether he would be interested in a free consultation with you.

    That's how I'd do it
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    • Profile picture of the author Jason Kanigan
      Originally Posted by zannix View Post

      I think it's a good start, but in your shoes, I would first try to establish a rapport by saying something like: "Hi there mr.X, this is <name>. How's your business doing?"

      I think you should get a "fine thanks, what's this about?" - and then you proceed to tell the owner how you ran into some negative aspects of his companies online presence, and ask him whether he is aware of this.

      If he says NO/YES, doesnt matter - just tell him that you happen to be very good at solving reputation problems with his type of business and ask him whether he would be interested in a free consultation with you.

      That's how I'd do it
      Sorry to disagree, but I must.

      Rapport is not built by asking "How is your business doing?" All that is going to prompt is a) a lie ("Fine"--yeah right) and b) telegraph your prospect that This Is A Sales Call. Shut down.

      You don't even have to approach this one like a sales call (this would be everything from your end of the conversation):

      "Hi Boss-Man...love your business...hey, have you ever checked out what people find out about you searching online?"

      "Oh. Say, you wouldn't be near an Internet-connected computer, would you?"

      "Humor me for a minute and do this Google search for your business: _______"

      "What do you see?"

      "Ohhh. Wow."

      "How do these reviews make you feel?"

      "Do you want to do something about them? What if I could make those go away?"


      No need to make it complicated or stilted. Talk easily. Be natural. Put the pressure on them to make a change, not you.
      Signature
      >> Executive advisory: Unstick sales, strategy & growth problems fast → jasonkanigan.com

      >> Selling? Then this is the FREE YouTube series you need RIGHT NOW
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      • Profile picture of the author zannix
        Originally Posted by kaniganj View Post

        Sorry to disagree, but I must.

        Rapport is not built by asking "How is your business doing?" All that is going to prompt is a) a lie ("Fine"--yeah right) and b) telegraph your prospect that This Is A Sales Call. Shut down.

        You don't even have to approach this one like a sales call (this would be everything from your end of the conversation):

        "Hi Boss-Man...love your business...hey, have you ever checked out what people find out about you searching online?"

        "Oh. Say, you wouldn't be near an Internet-connected computer, would you?"

        "Humor me for a minute and do this Google search for your business: _______"

        "What do you see?"

        "Ohhh. Wow."

        "How do these reviews make you feel?"

        "Do you want to do something about them? What if I could make those go away?"


        No need to make it complicated or stilted. Talk easily. Be natural. Put the pressure on them to make a change, not you.
        Hmm, after all you're the one with the experience

        However, I've also noticed something... When you're not from UK or USA (like me), you have to "translate" your thoughts into English, and write them down.

        Often however, the "How's business doing?" line doesn't sound the same here as it does perhaps in the USA or UK. Therefore, it doesn't trigger the same reaction. In fact, I am almost certain it wouldn't trigger a sales-call reaction here, because it is rarely used by sales people. They have an entirely different approach here.

        I think the main reason lies behind cultural differences, and it is definitely something to take into an account, especially when creating a phone script.

        P.S - In this case however, the OP is from USA, so your opinion is entirely valid.
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  • Profile picture of the author agonce
    Zannix, nice to see you're from Croatia. I am originally from a country near by you too
    I agree that there is a difference when saying certain things in different countries. I've experienced both Europe and now the US and it is true that people perceive communication differently in these regions.
    @Jason - So I guess the best way for them to actually see that whats going on with their reputation would be to direct mail them, so they can READ those bad reviews while holding the postcard in their hands. I will either do this, or first cold call them and let them know whats going on. If they dont care(which might happen since they've never checked their google places page) i will then send them a postcard(with the bad reviews attached) what may spark some interest to give me a call back, after they've realised that there really is something wrong with their reputation online.

    Thanks for all the tips though. I guess after all, the best way to find out whether one thing works better than the other is to actually try it myself.

    Agon
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