Scripts for successful work with clients in optics. We sell wisely

One of the main ingredients of good sales is a quality script. Despite the fact that most companies work with different target audiences and sell completely different products and services, the communication rules are the same for everyone. Most companies undertake to make scripts themselves and after the managers do not make the result, they come to the conclusion that the managers or the product are bad, but, often, the point is in the script. Today we will give an example of a universal script template that fits most projects. When used correctly, the conversion can increase significantly.

1) Secretary bypass block

We have a rule in the company, according to which you can instantly determine the quality of the script. If the secretary bypass block is specified in the script, the script is bad. It's simple - to get around the secretary, you can not be a "salesman". If you start explaining to the secretary all the benefits of your product, you have lost. The secretary, who receives 137 calls every day, has his own laconic script: “Thank you. All offers to the mail indicated on the site. If the management needs to buy something, the secretary looks for it himself. He absolutely does not care what benefits you bring and what benefits you promise. So just look for a way not to lie, but also not to show your intentions to sell. Break the pattern in any way, until you are sure that you are communicating with the decision maker * (decision maker).

Example: Selling our sales outsourcing services

Manager: - Hello, hello. Secretary: - Hello, Prostonyashino, how can I help you? Manager: - You have a vacancy at HeadHuntere. Position Sales Manager. With whom can I clarify the terms of employment? Secretary: - One second, I'm connecting.

Bypassed the system, cracked the password, ours are in the enemy's camp.

2) Greeting

Manager: - Good afternoon, *COMPANY NAME*, *MANAGER NAME*. How can I contact you? Possible decision maker: - Valery. Manager: - Tell me, are you responsible in the company for *insert what you need* Confirmed decision maker: - Yes, what did you want?

It is very important in the first seconds to confirm that the decision maker is the decision maker and to find out his name. Otherwise, at the end, when contact has been established and he agrees to cooperate, it will be embarrassing to ask.

3) We confirm the demand and establish the presence of a problem

It is necessary to confirm the demand, and not to convey the offer. Even before you start offering something, you need to close the person's access to the opportunity to refuse and establish primary contact with him. All this must be done exclusively by ASKING QUESTIONS. Questions should be simple, to which you know that it is possible to answer only yes. You need to confirm with the person that he needs your product that solves his problem. 2-3 questions are enough, the first of which is from Captain Obvious.

Example when selling a pen:

Manager: - Tell me, do you write with a pen? LPR: - Yes. Manager: - Do you write with a pen quite often or occasionally? LPR: - Often, what do you want to offer? Manager: - If you write with a pen, then you have it periodically ends, and you need to go and buy a new one? DMP: - Right, what did you want?

I think everything is clear here, but for those who don’t, call and we will explain)

4) Suggest a solution to the problem

Based on the questions, you smoothly move to the point of a proposal that helps solve a problem that the person has already confirmed the existence of. No one will ever admit that he lied, so your interlocutor can no longer deny the need for a solution to the problem. This means that the proposal will not face the objection "we do not need anything" and you will be listened to. The main thing to remember here is that brevity is the sister of talent. So your sentence should be as short as possible and explain exactly how it solves the problem. You can read more about how to properly prepare an offer in ours.

5) Promotion/special offer

To make an offer workable here and now, use leverage. Classical examples are well suited here: the opportunity to try the product before paying, a 50% discount that is valid for only a couple of days, etc. By creating urgency and time limits, we speed up the decision-making, otherwise it can drag on for a long time, and we really don’t want this.

A similar technique was actively used on landing pages, setting counters for the stock countdown (and someone is setting them up now), but recently this almost does not work on landing pages.

6) Reconfirmation of demand

It is necessary to remind the DM of his own words. The fact that at the beginning of the conversation he himself confirmed the existence of a problem now gives us a serious trump card. You ask the same questions over and over and get the same answers over and over again. In fact, you are forcing him to admit that he needs what you have offered him.

If in paragraph 3 we asked questions on the topic of interest in buying at a better price and we were confirmed. Then after voicing the action, we ask something like this:

"You said you were interested in better terms of purchase, right?"

Think at your leisure how you would "dodge" such a phrase and offer something of your own.

7) Dealing with objections

The last window through which the client can get out is the work with objections. Simulate all the nuances and prescribe answers to the client’s possible questions to the manager in advance. This part depends solely on the knowledge of the materiel and on whether the manager has the right arguments.

8) Manager

Even the best offer aimed at a specific target audience may not bring any results if the manager does not know how to present it correctly. If you want to kill the beast, you need a hunter, not a shepherd. One competent salesperson will bring you more profit than 10 female students working for results. You can grow a professional, but it takes effort, money and time. Or you can hire someone who is ready for outsourcing. Here you choose between what you really want - save more or earn more;)

And finally, an example of a complete script for cold calling and offering the services of our company (forgive me, those who do not like text formatting, the functionality here is far from Word):

Secretary bypass

Good afternoon! I found an ad on the Internet about the vacancy of a sales manager. With whom you can communicate about the vacancy and clarify the conditions of employment.

Switches to LPR

Good afternoon, my name is Konstantin, Seurus company. How can I contact you?*

Customer response

(It is necessary to confirm that his managers are not perfect. What could be better. At the same time, one cannot say that they are bad) Do you have sales managers? Do you think your sales managers are working to the maximum or can they be even better?

Customer response

Would you like your sales managers to work for results? OUR COMPANY is engaged in hiring remote sales managers who are already trained and experienced in various products and services. Are you satisfied with the quality of your sales managers? Do your managers work for salary or results?

Customer response

We work on a balance payment system. 35,000 rubles balance, which is spent on three areas:

FIRST: Creating a database: that is, searching for companies from the target audience on the Internet 10-20 rubles. for contact. SECOND: Creation of the project 15,000 rubles. Writing a selling script, training a manager, determining an effective target audience. THIRD: The result is a customer interested in buying. I mean, we will find out from you who the hot client is and assign a reward for him. In the future, the work goes solely for the result. No wages and living pants. Only sales. Only hardcore. If the payment is made this month, we are ready to launch your project in 2 days.

Customer response

You said yourself that you can sell better. We are ready to demonstrate it to you. Our managers are the best in their field and have vast experience in this area. Let me send you a contract and you take a closer look at the conditions. Will I call you tomorrow and answer all your questions?

Client Consent

Work with objections

We have our own managers, everything suits!

Everything is relative. Do you think that it is impossible to sell better than your managers and your company gets the maximum profit?

My managers sell perfectly and the profit is at the maximum!

Well, let your managers handle the interested clients we bring in! After all, they know your product in detail, and we will bring hot customers - ready to buy.

We have a specific product!

We sell everything from website development to diesel generators! If we have sold equipment for water utilities, then we will be able to sell your product. The main thing for you is to confirm the interest in your product. You can tell about your product without us. Our job is to get you interested!

How many calls can be made per day?

It all depends on the project! An average of 100 calls, you yourself understand that the sale of honey is different from the sale of real estate.

*If interest is confirmed, transfer the contact to the supervisor for further processing.*

In general, that's all! On the one hand - everything is simple, but on the other - not quite) Do not listen to the "couch experts", and if you are not sure whether you are doing everything right - better call Seurus! - seurus.com

May the profit be with you!

One of the important components that affects the level of sales is the script. Despite the fact that the target audience is different for everyone, the style of communication is the same for everyone. Some companies develop sales scripts on their own, others buy ready-made scripts. In this article, you will learn which speech modules are used and how to write a script correctly.

Script development technology

When developing a script template, pay attention to its blocks. A high-quality script for sales managers makes it possible to influence the client more effectively. There are numerous types of sales scripts: when working on, with, with direct sales, when concluding contracts, making an appointment.

Now we will give the most common script scheme used when talking on the phone. In a personal meeting, for example, the first block is skipped, the subsequent stages can be left.

The script includes 8 blocks:

• Secretary round.
• Greetings.
• Identification of problems or clarification of needs.
• Good problem solving suggestion.
• Offer of active shares.
• Refinement of demand.
• Handling objections.
• Completion of the deal.

Now let's talk about each block in more detail and give examples of the dialogue.

Secretary bypass

Having phoned the company, in most cases you get to the secretary. Its task is to weed out unnecessary calls. It is not uncommon for the secretary to be instructed by the manager to discard all trade offers. Secretaries have their own scripts when communicating on the phone, and passing this stage can be difficult. Therefore, you need to be connected to a competent person. Consider how this can be done in your case.

Sample dialogue:

Secretary: Good afternoon. Sunshine, how can I help you?

You: Good afternoon. I am Natalia, I represent the company (name). We are partners of many companies of your profile. Here we would like to offer you cooperation. Can you connect me to the person who solves these issues?

Secretary: Okay, I'm connecting.

Greetings

After connecting with the person in charge, you open the script and start a dialogue. First, it is important to find out whether this person can actually make the appropriate decisions.

The dialogue might look something like this:

You: Good afternoon. I am Natalia, a representative of the company (name). Please tell me how can I contact you?

Company representative: Valery Petrovich.

You: Valery Petrovich, tell me, do you resolve issues regarding (specify the reason for the call)?

Company representative: Yes, you wanted to offer something?

Finding out the problems

Once contact is established, we move on to the next step. The main thing here is to identify demand and not give a person the opportunity to immediately say “no”. This can be done with the help of correctly posed questions, to which the client will unequivocally answer “yes”. Let's take an example. Let's say you offer stationery, the dialogue might look like this:

You: Do you write with a pen?

Company Representative: Yes.

You: And do you regularly run out of them?

Company Representative: Naturally.

You: Then you need to buy new ones.

Company representative: Yes, what do you want to offer?

The main thing is to identify demand and not give a person the opportunity to immediately say “no”.

Competent proposal for problem solving

Now, after the client is ready to listen to your proposal, you can voice it. After all, the interlocutor has already confirmed his need for your services. The proposal should be brief and interest the representative of the company, for this you can use various levers.

You: We are ready to offer you high quality stationery at low prices.

Offer of active shares

In order to enhance the effect of the offer, tell the client about the promotions that you currently have that you can offer when concluding a contract on a long-term basis.

You: By the way, I would like to note that we have special benefits for regular customers (please state them).

By offering a share, you can push the client to conclude an agreement in the near future. This is a very efficient method.

For example:

You: And even today we have a promotion - when buying goods in the amount of 20,000 rubles, we provide an additional 10% discount.

Refinement of demand

At the third stage, you have already received confirmation of demand from the client, and when you ask him the same questions again, naturally, you will receive positive answers. But now you have offered him quite favorable terms, and this should be emphasized.

For example:

You: You said that you are interested in more favorable conditions, and so we offer you this, right?

Working through objections

This is the penultimate stage, and the client may slip away with claims that you will not be ready for. Therefore, think over in advance the questions that a representative of the company can ask you, and prepare the right answers. In this case, a competent script technique will help you conclude many profitable contracts. Questions may concern not only the cost of the goods, but also its delivery, quality, and the activities of competitors. Here is an example of how you can answer the objection.

Company representative: We already have a good stationery supplier.

You: But everything is known in comparison, you did not work with us and cannot evaluate our services and the quality of our goods. Let's try to conclude a medium-term contract, and you can compare.

Questions may concern not only the cost of the goods, but also its delivery, quality, and the activities of competitors.

Completion of the deal

At this stage, a competent manager receives a positive decision from a representative of the company and begins to draw up a contract and all relevant forms.

The sales department most often uses such scripts to effectively promote their product. The value of a well-designed script lies in the fact that even a beginner will be able to correctly respond to certain situations and successfully sell a product.

In order for you to have working scripts, try them out in action several times, evaluate their effectiveness, supplement and make changes if necessary. Analyze speech, intonation, sequence of questions.

We have given an example of a script that is advisable to use when selling a product. But after all, a script can be written not only for sales, but also for scheduling meetings, concluding contracts, and many other actions. To do this, you need to choose the right questions and distribute them into blocks.

Everyone wants to learn how to talk on the phone with their customers. Not just to talk, but to be able to offer him something that cannot be refused. In any case, it's hard to do so. We will talk about this skill right now.

A lead is a person who is most likely to take the action you want. Not to miss it is a whole art that can and should be comprehended. This can be done by studying the sales script, which is a kind of conversation plan with your lead. And the implementation of this algorithm, if I may say so, leads to the achievement of the necessary goal.

phone sales scripts

In each specific situation, different goals are pursued. That is, all sales scripts have their own characteristics. But, nevertheless, there are general rules for drawing up a plan for a telephone conversation.

1. Equality.

You must always remember that you are in no way inferior to your client. Just like he does to you. That is, you do not need to persuade anyone or humiliate yourself in front of anyone. But, there is no need to be rude or behave boorishly. You must prove yourself as a true professional. Behave in a friendly way and try to help your interlocutor in solving a particular problem.

2. Cooperation.

The sales script should include about 10 questions, the answers to which you already know before the conversation starts. The subject of conversation can be a thought that moves like a ball between you and your client. To control this ball, you need to constantly have a conversation, that is, ask questions.

phone sales script example

How to start telephone sales?

There is a phrase - "we all come from childhood." Quite a deep meaning is hidden in this statement. An adult is like a child. Before giving, he wants confirmation of his intentions.

For example:

- Good afternoon. I am Nikolay. I am interested in information about...
- Good afternoon. My name is Alexander. I understand you correctly, you want ...?
- Yes.
- Fine. Please specify how exactly...?
-Let's do it this way...
- How can I find you?
- I'm from …

Sales scripts by phone: Boosting a client

The introductory part of the conversation, which goes according to our plan, allows you to understand what exactly your client needs. And what is his interest? Questions like what, why and why give a guarantee that the client will not back down later, they say - "I'm not interested in this."

Do not forget to clarify the points that are important to you: email address, phone number, payment method, and the like. At the same time, do not put pressure on the interlocutor. He needs to be given time to make a decision. But do not give the client the right to dictate terms. Set your own rules, set time limits.

- Excellent, Nikolai. We act as follows - in two days I will send you a commercial offer according to your wishes. After that, I will contact you and we will find out about the payment and so on.

Clarifying questions like:

Good? Do you agree? If you don't mind?

Such moments show not your weakness, but the desire to find a solution that satisfies everyone.

Phone Sales Scripts: The Conversation After Thoughts

The second phone call will be easier. Both you and your interlocutor know each other and the purpose of the conversation. It is important to finally determine the intentions of the client.

For example:

- Hello. Hello. Is that Nikolai?
- Yes, hello.
- Alexander worries you. We were talking about...
- Yes. I remember.
– I worked out the promised commercial offer. All your wishes are met. The document has been sent to you by email.
- Yes. Received and reviewed.
- How are you feeling. Are you ready to cooperate with our company on the proposed terms?

And then comes the moment of climax. If the client responds positively, the conversation continues. The deal is closed and everyone is happy.

A negative response signals to you that the client is unwilling to cooperate or that there are circumstances preventing this. There is no need to persuade and prove something.

Just ask about the reason for the refusal - "Great. Finally, I wanted to ask what exactly prevented you from accepting our offer?

Usually, a direct question is followed by an equally specific answer. If your ability allows you to solve this problem, suggest it. “How timely. We have a great offer especially for you. You can …"

Solving the client's problem will allow you not to miss it.

He will understand that all his obstacles have ceased to be a hindrance. Selling a product or service will become much easier. When, however, the reason is fictitious, the client will continue to lead you by the nose. You shouldn't keep it like that.

Phone Sales Scripts: Handling Objections

A very important point, some customers begin to merge precisely from undeveloped ones, especially such popular ones as expensive or too cheap, scripts need to provide options for closing basic objections, this will help increase conversion.

Objections begin to arise when there is a buyer's uncertainty about the appropriateness of the purchase, when questions are not asked that could prevent objections.

In order to properly process an objection, it is necessary to identify its truth. If the objection is false (the client can simply express it like that), then not a single thoughtful and logical argument will work.

Tell me, is that the only reason that's holding you back? or is there anything else?

Let's say we fix this issue. Is there anything else we need to discuss?

Let's say we took into account your wishes in this, are there any other questions? … in principle, do you agree, the only thing we need to solve is the question with “point out the nuance that has arisen”?

An approximate algorithm for working with objections is used if the client has an interest in the transaction, but one reason stops him

1. Listen

2. If the objection is typical for the context of the conversation (send by email, we are not interested, etc.), use the processing provided in your script (examples can be downloaded from the link at the end of the article).

3. If the objection can hide a deeper reason for the refusal (expensive, I’ll think about it, I’ll call you back, etc.), then you need to identify its truth and process the final objection according to the script.

4. Go to the next step of the negotiations (handling another objection that has arisen, re-processing the same objection, or negotiating actions for the transaction or the next step of interaction with the client)

Try and start selling over the phone. Good luck and great results.

Attention!

I offer the development of sales scripts, cold or hot calls, any product or service, for sales by phone or in person. Fast, professional, efficient!

I accept orders by email: R [email protected] website or

The telephone is a tool, and whether the manager builds an effective dialogue with a potential client or not depends on the ability to use it. No one likes when they call him and impose something that he does not need at all.

However, cold calling is not a waste of time. They can and should be made effective by hiring the right managers who will not turn the whole process into a banal phone call. In this article, we will look at what cold calls are and the rules for their implementation.

What is cold calling in sales

All calls can be divided into two broad categories: cold and warm. Warm calls are contact with a client who already has an idea about your company. For example, he previously purchased a product, or was simply interested in services. The purpose of warm calls is to remind you of yourself in order to restore cooperation. Warm calls imply that the operator already knows who his buyer is, as well as how he can be interested. What then are cold calls?

Another thing is cold calling. Here the operator knows almost nothing about the client. Communication goes according to a script written in advance. The operator calls the database of potential customers and offers the company's product. As a rule, cold sales have low efficiency, however, sometimes they are the only way to get through to the head of the enterprise.

According to statistics, only 1 client out of 100 "falls" on the operator's hook and performs the action he needs, for example, purchases a product.

In what cases are used

The B2B industry is not complete without cold calls. So, this sales technique has just begun to gain momentum. What is it for?

• for a constant influx of new customers into the company;
• to announce that a new company or service has entered the market;
• in order to update the client base;
• to select the most promising potential customers.

Video - how to write sales scripts for B2B:

In Russian practice, cold calls are most often used in such areas as advertising, manufacturing, wholesale, as well as everything related to real estate.

Advantages and disadvantages

Although seemingly ineffective, this method of telemarketing has several advantages. Let's consider the main ones.

• Such telemarketing much more efficient than distributing flyers and other printed materials. Moreover, it is through a telephone conversation that you can ask for a personal meeting with a responsible person.
• Client automatically set up for business when communicating on the phone, and this also helps to sell a product or service.
• Telemarketing is effective way to do research. So, even if the operator failed to persuade the client to buy a product or service, then his interlocutor probably answered some questions, on the basis of which a more accurate map of the target audience can be made.
• The effectiveness of cold calls directly depends on the manager who implements them. So, you can increase it by hiring the right competent specialists.

Video - examples of cold calls for a manager:

Options for organizing sales in the form of calling customers in the database

In order to organize cold calls, you can either involve the managers of your organization, or outsource this process, for example, to the Call Center. Both options have both pros and cons.

Own managers

How good are your managers? They know everything about their product. So, you will not need to give them information about what you are going to sell over the phone. Also, the organization of calling the base by your own staff is a cost minimization, because you do not need to pay a third-party organization. In addition, there are the following nuances when organizing telemarketing by your employees:

• Human factor. When making about a third of cold calls, the operator is faced with negativity: people on the other end of the phone are rude and just hang up at the most inopportune moment. If you do not want your employees to be negatively affected by nervous secretaries and negligent directors for the next few weeks, then it is better to outsource cold calls.
• You'll have to on your own write a conversation script, according to which the call will be made.
• Ordinary managers most likely not familiar with active sales techniques and therefore the effectiveness of cold calling performed by ordinary employees will be somewhat less than if you entrust it to professionals.

Cold calling through regular employees is effective when the customer base is small and you are in the mood for a good return on telemarketing.

Agreement with a third-party CALL center

Outsourcing a task has several obvious advantages, chief among which is efficiency in making calls. Call center operators have developed a sales technique for themselves and it is easier for them than for company managers to reach out to the decision maker. The services of a third-party company should be used if the client base for calling is very large and the process will take a long period of time.

You should not assume that since Call-center employees do not have an idea about the promoted product, they will not be able to complete the sale. In fact, in cold calls, it is enough to know the technique of conducting them, and not information about the product being promoted.

The disadvantage of this method of conducting cold calling can be called monetary costs, since the services of outsourcing companies are quite expensive.

Cold calling as a telephone sales technique

Cold calling in marketing is a whole science that has several sections. So, one of them is the conversation pattern. If you call the company, you will most often get to the secretary or operator. But how do you get to the contact person you need?

Universal Conversation Scheme

Almost every cold conversation consists of several stages. So, when you call the company, you get to the secretary. As a rule, more than half of cold calls end here, because a competent secretary will never let a "salesperson" to the manager. If the manager successfully bypasses this stage, then he faces the following tasks:

1. Get to know the decision maker and try to establish contact.
2. Understand what the potential customer needs. Talk about the company's product or service. Respond to all objections.
3. Set up a meeting with the goal of closing it with a sale.

LPR - what is it in sales

The decision maker (decision maker) is the person in the company who can approve or, on the contrary, make adjustments to the project. Do not assume that this person must necessarily be a director. So, sometimes this person is the deputy director, commercial director, head of the sales department or just the general manager. It all depends on how the hierarchy is built in the company.

It is not easy to find an approach to such persons, however, with a competent conversation, the operator has the opportunity to bring the decision maker to a cooperation agreement, or at least to the fact that he agrees to accept the manager in the office.

Video - how to arouse customer curiosity in the first seconds of a cold call:

In order to calculate the decision maker in the company, you must be a "scout". From your questions to the secretary or trusted person depends on whether you understand who to contact in order to approve the purchase of your product.

The operator must be resourceful and bold in order to clarify who makes the decisions. This can be done, for example, through the accounting department or the purchasing department. Do not be afraid to ask the last name and first name of the responsible person, this will only increase loyalty to you.

An operator who is trying to convey the importance of purchasing a product must also be a marketer in order for his unique selling proposition to be truly “unique”, and not copied from competitors.

You should be prepared to explain the benefits to a potential buyer, and, knowing his pains, convey the benefits of acquiring the company's product.

If these conditions are met, the decision maker will make contact on his own, without waiting for the final part of the manager's speech.

In order to reach the decision maker, you need skills such as ingenuity, creativity, a fresh look at things, a high level of communication.

How to bypass the secretary when cold calling

There are many scenarios for bypassing the secretarial barrier. Thus, the task of the sales manager is to determine which approach will be more effective in communicating with a particular secretary. What can be done so that the secretary connects with the decision maker?

Enchant

In order to bypass the secretary, you can use flattery. A couple of compliments should be thrown in his direction regarding his professionalism in his work. In most cases, this immediately increases the secretary's loyalty to the operator, and he will be ready to connect him with the decision maker.

Recruit

You can pretend that the director/sales manager/deputy boss himself asked you to call him back. In a dry and persistent tone, you need to introduce yourself to the secretary and say that the decision maker is waiting for a call from him. This trick often works.

Video - 11 tricks for passing a secretary with a cold call:

However, it will not work to “recruit” a secretary who is no longer young and experienced. As a rule, at large enterprises, the director is “protected” by a woman of Balzac age, who immediately sees through the recruitment attempt. If the operator feels that this method will not help here, then the only option left is to be polite and courteous and ask the secretary for help.

cheat

Not everyone can cheat, however, this technique also works. For example, you can call the secretary and say that such and such a company is preparing a business letter for the purchasing manager, but cannot find his last name, first name and patronymic, as well as contact details in order to transfer the business letter. The secretary can not only suggest the name of the right person, but also give an e-mail or even a phone number.

Show resistance

Not everyone can apply pressure, but power techniques work great. The main component of such a technique is the "staging" of the secretary in his place. So, after he refuses to connect you with the decision maker, you should ask who exactly is involved in the decisions, and also clarify that this information will be reported to the company's management. The secretary will return to his post and it will be possible to continue the usual live communication.

You can find out contacts not only from the secretary, but also from other employees of the company. As a rule, they have less contact with "salesmen" and it is for this reason that it is much easier to find an approach to them.

Using scripts

A script is a pre-planned sequence of actions that is executed as the call progresses. A scenario can be called a script, where the choice of this or that action depends on the action of the “opponent” (DM or secretary).

Scripts help to conduct a conversation as fruitfully as possible: for example, practice has shown that working with scripts increases the likelihood of a sale up to 30%.

Scripts come in two types: rigid and flexible. Hard scripts suggest that there are not so many options for the development of events. Rigid scripts are used when the promoted product has many advantages and it will be difficult for a potential client to refuse the operator. For example, you simply offer a huge discount, or some other benefit that your competitors do not have.

Flexible scripts will be used when the promoted product is “complex”. In order to sell it, creative and creative managers are required. There are many options for the development of events, and that is why flexible scripts are multivariate.

Work with objections

The decision maker will resist in every possible way to make a positive decision. So, scripts help answer all his objections. For example, the decision maker can say that the company is having a hard time and does not have extra cash now, or simply and clearly answer “I will think about it”, which is tantamount to “I refuse you”.

Consider the most popular scripts to convince the client that his objection is worthless compared to the merits of the product.

• Yes, but along with that …

Convince the client that along with the disadvantage that he identified, the product has many advantages. For example, if a potential customer says that he has heard a lot of bad reviews, convince him that there are ten times more positive reviews about the product.

• That's why….

A potential client wants to think and offers to contact you a little later? It is worth answering such a decision maker that this is why you want to meet with him. The decision maker says that the product is expensive? That's why you offer him a trial version or a huge discount.

• Make the client remember past bad experiences.

For example, he also claims that your services will cost him a decent amount of money. Ask him if he ever bought a cheap product and then went for an expensive one anyway. Surely he will confirm your guess and it will be even easier to close the decision maker for sale.

findings

So, cold calls are a time-consuming, but quite effective way not only to attract new customers, but also to clear the customer base of unnecessary counterparties, and also just to make a small reminder that your company will always be happy to provide them with services or sell goods.

Cold calls can be made both independently in the organization, and this process can be outsourced. Both methods have both advantages and disadvantages. Cold calls are only gaining momentum and their popularity as a sales method is growing every day.

Video - cold calling tips:

Sales scripts by phone: Order a sales script!

The best is a good script. Without the use of scripts, the sale by phone will either not take place at all, or will be ineffective (it will take longer, or the order amount will be less). As an example of telephone sales, we offer various scripts that work for any type of business - be it an online store, a car dealership, a bank, or a company from the b 2 b .

What is a sales script? Let's find out the origin of this word!Script (from English script [skrɪpt] ] - /noun/) - means script, script, original, conversation plan. The term is also used in programming, and in this interpretation, a script (or script) means a program that automates some task that the user would do manually without a script. The same is true in - without a script or script, the sales manager begins to “work manually”, invent some reasons to buy something on the go, persuade the client, and naturally gets a refusal.

P.S. Before developing a sales script, it is necessary to analyze the records of telephone calls. If your calls are not recorded, then we will not be able to help you prepare the script. We work only with large customers, if you have one employee who has no sales experience, thendon't buy him a script, better send him to training!

P.P.S. Better than a sales script, and ideally both!

So when is a script needed? In a situation where you have at least 4-5 telephone sales managers who already have experience and for whom it is not possible to organize a corporate ! In this case, our trainer can conduct a preliminary analysis of their calls and help develop a sales script. Email us[email protected] site for which you need a script, what experience your employees have, and we will tell you how best to proceed in your situation.

For one or two newbies who don't know how to call and who have no one in your company to train, a phone sales script will not help. Do not build illusions! This will only work if you yourself are a strong leader, you know how to make cold calls, and you can train them to work according to this script. But if you have more employees and they have sales experience, then ordering a script for them is more profitable than conducting training. Having received ready-made scripts for them, you can arrange a competition between them, and see which one of them can best work on the script, and show the best results! To evaluate their work it is important to listen to their phone calls, you can do it yourself, or !

Using a phone sales script - the manager, peeping into the instructions, goes through all the necessary steps in a conversation with the client, and the client, without noticing it, begins to understand why he needs this product or service, and also why it is better to buy it right now.

Why do phone sales scripts work? Because all the stages of working with a phone call have long been known, studied as much as possible, and in order to guarantee the sale of goods by phone, you just need to follow all the steps that are written in the script. We will be happy to develop for you such scripts that your sales managers can easily use, even if they have not undergone special training.

Sales scripting language sale scripting language, also called sales scripting language) is a language for describing the conversation of sales managers, specially adapted for creating scripts (“scripts”), i.e. a sequence of phrases, questions and arguments that a manager should use when communicating with a client on the phone. This language is used to create sales scripts, and its advantage is that each script adapts to your target audience as much as possible.

If only young people call you, then this will be one type of script, with the appropriate vocabulary, humor and special turns of speech. If your company is a non-state pension fund that current and future pensioners call, then for them the phone sales script will be developed as clearly and convincingly as possible for their level of understanding.

What is better to buy: or sales scripts?

It all depends on how much work you have at the moment. If you have several employees with little experience, and they have not undergone any training before, then it is better to start by purchasing sales scripts for them.

If you have 5-6 employees or more, then it’s better to start with training on telephone sales, and, despite the fact that it will be more expensive, you will get two benefits in one at once: employees at the training will write scripts for themselves together with the trainer sales by phone, and immediately work them out in practical tasks and exercises, exactly the same as they will do it with customers the next day.

A phone sales script is always built in such a way that you can work on it right away! Now! Sit down, call and get the result! In order to start selling professionally over the phone, a sales manager needs to. But remember that the first 100 calls are the hardest for any sales person. And once a person passes this stage, he already achieves guaranteed success in telephone sales, and can also teach this to other people.

The disadvantages of buying scripts without going through trainings is that the manager needs a little more time to learn how to work with the script. The advantage of buying sales scripts is that it is cheaper and the scripts you bought stay with you forever. A trained sales manager may leave you in half a year if he was poorly motivated. And if you have sales scripts and a well-established system of sales based on scripts, then you spend the minimum amount of time on putting new employees into work. If you have a good sales script, you hire a newcomer without work experience, introduce him to the script, put him on calls, and in the first month the employee brings you the first profit, that is, it immediately pays for itself and benefits your organization.

What are the phone sales scripts?

Selling through the phone is carried out both when receiving incoming calls and when making cold calls. These are two different technologies, and each of them has its own sales script.

Cold call sales script- allows you to easily call any organization, find the right people there, arouse their interest, make people listen to you, then answer your questions, then feel interest from your offer, and eventually agree to the target action you need (order , meeting, contract signing, or next contact).

For cold calls, there is also a sales script for individuals. This method is used when working with client bases, and with its help you can call any person, at any phone number, and, going through reactions of surprise or distrust, interest a person, leave a good impression on him, and agree on further actions. The phone sales script for individuals is usually used in highly competitive industries such as insurance, Internet and digital television services, cold base theater ticketing, etc.

Phone sales script for incoming call- this is also a proven technology for involving a client in a sale, when, on the one hand, we fully satisfy the client's need and the reason for which he called, and on the other hand, we quickly understand the client and his situation, which allows us to bring him to the sale as quickly as possible, professionally and with a very high probability of obtaining the consent of the client.

Where can I get the sales algorithm for the script?

When creating a script, it is very important to correctly compose an algorithm for selling this particular product by phone, and check it for performance. The main mistakes when creating a script arise due to the fact that it uses an inefficient conversation algorithm, which ultimately does not lead to sales. Working on the wrong sales script leads to the fact that sales managers do not achieve results, and constantly face negativity from customers. In such a situation, one of the managers may even quit your company. Therefore, errors in the sales script should not be allowed!

You can create the right algorithm only with the help of a professional sales coach who will study your situation, the behavior of your customers, and, based on the information received, will help you develop a call algorithm that will really lead to sales. Further, when the sales algorithm for the script has been created, it can already be filled with specific formulations using . The telephone sales algorithm is the skeleton of a script, a framework, a foundation! With a solid foundation, all other add-ons will only benefit.

How often should you update your phone sales script?

When buying a sales script or a set of several scripts, it is recommended that at first you work exclusively according to the written instructions, verbatim pronouncing the proposed phrases and arguments to customers. At this stage, the most important thing is to make it sound as natural as possible from your lips. After 2-3 months of working with the script, it is acceptable for experienced managers to try to move away from the script a little and look for opportunities to further increase their efficiency and increase conversion.

If you have bought several scripts, and you have a much larger assortment, then, as an option, you can order writing a sales script by phone for each of your products or services. This will save you time and increase your sales even more. Because attempts to write scripts on your own require a lot of time, and be prepared for the fact that you will hardly be able to immediately write a working script by analogy with the one you bought from professionals.

Sales scripts can be used for years, especially when you are already confident in the effectiveness of each particular script. Fully updating scripts is worthwhile in case of a major change in the products or services you offer.

Phone sales script example:

Consider an example of a telephone sales script when receiving an incoming call, for an industry such as engineering plumbing. This script has repeatedly proved its effectiveness, and monthly sales from the employees of the online store using this script amount to more than 3 million rubles. per month. Therefore, we post it here for your reference. But remember, this script will work 100% only in that particular store of our client, for his specific staff. In other cases, the efficiency will be lower, because. you may have other specifics.

A simple sales algorithm for a phone sales script for an online store:

Step 1. Introduce yourself (company, department)

Step 2

Step 3. Give your name, write down the name of the client, address by name

Step 4. Clarify the situation + Provide information to the client

4.1. If the product is available, place an order

4.2. If there is no product, offer an analogue + ask several

Questions about the client's situation.

Step 5. Offer accessories for the main product, or

Ask what products may be needed in the future.

Step 6. Report at least 1 promotion or special offer of the company.

Step 7. Make the client want to leave their phone number ()

Step 8. Agree on further actions on the part of the seller!

Each step of this algorithm should end with the sales manager getting the following result:

Advanced sales algorithm for phone sales script (look here)

How to work with a script?

1. It is allowed to swap steps if necessary for the result.

2. It is allowed to deviate from the script if it helps to persuade the client

3. It is allowed to add something to the script if it helps to make a sale.

4. PENALTY POINTS: For the lack of results for each of the steps, penalty points are awarded and the seller is reprimanded.

An example of a sales script by phone when receiving an incoming call