1. Make the script sound natural
Use words and phrases you would use in everyday conversation. When writing the script imagine you are dealing with the person face to face.
2. Keep rewriting until it sounds like you
The script will evolve over time and you should keep trying to improve the way it sounds by practicing and trying out new ideas. The basic structure we will use is Open, Gain Interests, Qualify and Book the Appointment.
3. Open positively
Say who you are and why you are calling. Is it convenient to speak to the customer? Be polite and respect the customers’ needs.
4. Ask questions
Be careful to ask a question after you have made a statement. Asking questions helps to involve the customer in the conversation. If you make a statement and then leave a silence you are putting pressure on the customer to speak.
5. Listen to the customer
Remember the customer doesn’t have a copy of the script! If the customer is speaking try to listen effectively, and avoid the temptation to interrupt. Respond to what the customer is saying, clarify and points that you don’t understand or confirm your understanding of what has been said to see if it matches that of the customer. |
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6. Sell a benefit early on in the call – gain the customer’s interest
Remember the customer is asking himself or herself “Why should I accept this appointment?” “what’s in it for me?” Sell the customer the benefit of accepting the appointment.
7. Make sure you are seeing the right person
This is known as qualifying the appointment. Will you be seeing the right person? Does anyone else need to attend? This will help you make the best use of time spent during the appointment itself by making sure you are talking to the right person or people.
8. Ask for an alternative time
One way to get the customer’s agreement to accept the appointment is to ask the customer to choose between two appointments, one specific, one less specific. For example: “I will be in your area on Thursday. Would 9.30 be convenient or would you prefer something earlier?”
9. Deal with any objections
Don’t look upon objections in a negative way. Most customers object. There are ways of overcoming objections in a positive way without attacking the customer and his or her beliefs.
10. Thank the customer and finish the call
Resist the temptation to begin selling on the phone. Remember your objectives. The objective is to get the appointment. Once this has been achieved thank the customer, summarise what has been agreed and say goodbye. |
