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Do you read your script verbatism?

by socialentry
12 replies
If so why or why not?
#read #script #verbatism
  • Profile picture of the author vndnbrgj
    Both... Why?
    Well, my script is an opener. It works!
    However, every call is a little different so you have to be able to go with the flow.
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    • Profile picture of the author socialentry
      Originally Posted by vndnbrgj View Post

      Both... Why?
      Well, my script is an opener. It works!
      However, every call is a little different so you have to be able to go with the flow.
      It's just curiosity...also to get an alternate point of view.

      I think that ideally, I would like to write a script,find out all rebuttals and then just tell people:

      "all right.

      These are my numbers, that's what I can do. Listen to my recordings, you pitch like that, you do this verbatism, you're gonna succeed. Guaranteed"

      Just sounds easier at least in theory. The place I worked at to learn the trade didn't have any faith in its reps so they made everyone stick to the script, but incredibly given that you took control of the conversation, there was very little wiggle room to deviate from it

      (The only thing allowed was to rearrange the grammar a bit)
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  • Profile picture of the author Horny Devil
    Banned
    Originally Posted by socialentry View Post

    If so why or why not?
    No. Because you wouldn't get far in any line of sales if you come across as mechanical.

    Every customer is different. Adaptability is the key.

    Know your product or service, and know it well, then you don't need any mundane script to operate from.
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  • Profile picture of the author justmerob
    Having a what I call a "base" script to run off of helps me personally but I do adapt to the client I'm speaking with.

    Different situations call for different approaches...
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    • Profile picture of the author socialentry
      Originally Posted by justmerob View Post

      Having a what I call a "base" script to run off of helps me personally but I do adapt to the client I'm speaking with.

      Different situations call for different approaches...
      Could you please expand more on the last phrase?

      Obviously, you shouldn't sell a doctor the same way you sell a farmer, but doesn't that come down to largely doing a good job selecting your lists in the first place?

      Also, I taught it had more to do with tone/regional accent then actual words.

      EDIT: Then again I've also been told I lack human warmth, diplomacy on the phone so I dunno.
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      • Profile picture of the author justmerob
        Originally Posted by socialentry View Post

        Could you please expand more on the last phrase?

        Obviously, you shouldn't sell a doctor the same way you sell a farmer, but doesn't that come down to largely doing a good job selecting your lists in the first place?

        Also, I taught it had more to do with tone/regional accent then actual words.

        EDIT: Then again I've also been told I lack human warmth, diplomacy on the phone so I dunno.
        First off, I will say right away, I am no expert and I'm sure others here have different approaches and techniques. In my years of sales of different products and to consumers & businesses my one flaw is, I help to much. Meeting quotas has never been a problem but in the corporate world, they see helping as "lack of productivity"... To me, that's just greed...

        Anyways, to the statement of "Different situations call for different approaches...", I simply meant what you touched on, your not going to sell a doctor as you would a farmer. So by keeping many factors in mind when speaking to a client will dictate how you approach it. Terminology, jargon, attitude, humor, etc will change in different situations... Ever try and talk to a 20 year old person about your new smartphone? Have that same talk to a 70 year old and you'll see what I mean
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  • Profile picture of the author laurencewins
    First of all, as a proofreader, I have to tell you it is verbatim, without the s.

    As a former Telemarketing manager and telemarketer for a number of years I can tell you that you have both options and you need both.
    If you're new or nervous, follow your script. However, as you get good at what you're doing, you can use it as a guide because most scripts are also written to cover legalities that must be covered.
    But you also inject your own personality and knowledge into the calls to be more successful.
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    Cheers, Laurence.
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    • Profile picture of the author socialentry
      Originally Posted by laurencewins View Post

      First of all, as a proofreader, I have to tell you it is verbatim, without the s.
      lol good catch.

      As a former Telemarketing manager and telemarketer for a number of years I can tell you that you have both options and you need both.
      If you're new or nervous, follow your script. However, as you get good at what you're doing, you can use it as a guide because most scripts are also written to cover legalities that must be covered.
      But you also inject your own personality and knowledge into the calls to be more successful.
      Could you please tell me more about the personal touch how much variation you allowed from the script? ...The devil is in the details...

      A lot of sales it seems to me is to keep control. Would that be fair to say that
      the telemarketer reinterprets the script as he go along or does he often go into uncharted territory/create whole new blocks on the fly?

      I figure it would not work very well for a phone room
      but could an individual telemarketer just write his own script to match his own personality and follow it verbatim?
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  • Profile picture of the author Jason Kanigan
    Having a consistent sales process is more important than the exact words.

    Though the exact words can open the door for you.

    Why beginners should follow the script "verbatim" is because they do not understand their sales process. The script allows them to follow the route and not get lost.
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  • Profile picture of the author laurencewins
    How much variation depends on what you are doing and if you are working for yourself or for a corporate company. There is always more flexibility when you work for yourself of course because you know what you legally have to say.

    If you can find ways to relate to the person you are talking to and also find a way to relate their need for whatever it is that you are selling, then that will inevitably take you off script.
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    Cheers, Laurence.
    Writer/Editor/Proofreader.

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    • Profile picture of the author Sue Bruce
      Many of the giant businesses, telecom, IT, office supplies, are using playbook telemarketing. The main points are there as a guide and the sales person makes it their own.

      It's a giant step to overcome differences in personality, assertiveness and personal comfort on the phone.

      I agree with vndnbrgj, every call is different.
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  • Profile picture of the author shane_k
    Scripts give structure and focus.

    I like using a script for those reasons because like others said it is a guide and points you in the general direction you should be moving.

    I think scripts are good for newbies as they allow them to focus on what to say, instead of just ending up rambling and stumbling through the phone call, or instead of having them just talk and talk and talk instead of moving in the direction they should be moving which is either to make the sale or set an appointment.

    You do not want them to stick 100% to the script because that is unrealistic and not effective. Why? because each call you make each of the people you talk to is going to have different responses to what you are saying, they will have different questions or concerns and alot of them will interrupt you and not allow you to go through your script verbatim.

    So it's good to have direction and focus, but you also want some flexibility in there to adapt to what is actually happening in the moment. and how you get that flexibility is you allow your sales people to deviate a bit, which I can guarantee you, they will do anyway.
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