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Are you interested in making more sales?
Scripts for incoming and outgoing telephone calls and face-to-face situations can lead you to more sales more often than anything you've ever tried before, if you follow a few simple rules. Let me explain:
The four main areas to consider when writing a script are:
- Target Market- Be very clear who you're trying to reach.
- Variations in the Sales Process: Processing some of the more expensive products and services may require several steps before a sale is made.
- Urgency- You must give people a reason to act now.
- Customer-Focused Scripts: Focus your script according to the needs of the customer
Within the script itself, you then need to look at:
- Greeting - Get this right, as it will set the tone for what follows.
- Outline the reason for your call/visit and get permission to continue: For example, "Would it be okay if I outlined the reason for my call today?" This step applies when you're the one making the first contact.
- Ask open-ended questions: You must not ask questions that can be answered by yes or no.
- Get agreement - You need to get feedback from the customer. Ask rhetorical questions that will get them to say yes, for example, "So it sounds like you'd benefit from A, B and C, that's pretty good, isn't it?
- Deal with objections- This is and important part of the process. Get the customer to elaborate, acknowledge that what they're saying is true for them at the time and then come up with your standard replies to known objections.
- Close and take the next step: For example, "Would you like to pay by cheque or credit card?"
- Use transition phrases/temperature checking phrases: For example, "How does this fit with what you had in mind? So from what I understand, you want A, B and C. Is there anything else?"
Be careful not to make the script to artificial, or too tight. Be prepared to allow the human flavor of your team to come through. This will ensure you have a script that works for you and your business.
You will end up with a script that is really effective, as a sales tool. More importantly, your entire team will have a framework to follow, which means your customers will be treated in a like-minded fashion regardless of who speaks to them.
This, in turn, enhances the perception of excellent customer service. An added bonus, if you needed another one, is that any new team member will be productive much more quickly. Go make it happen!
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