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One of the objections I always get from sales people who don’t want to use scripts is that they sound so, well, like scripts. I tell them that if they sound like they are reading them, sure, but if they internalize them and then deliver them naturally, then they don’t sound like scripts at all.
The other objection I get about using scripts is that many scripts sound very salesy. They sound too direct and pushy. Again, it’s all about how you deliver them. For example, are you matching the pacing of the person you’re speaking with? Are you using timing properly? Are you hesitating and adding the right inflection at the right time?
You see, the great thing about scripts is that they afford you greater flexibility in not only what you’re going to say, but, more importantly, how you say it. And let’s face it: inflection, pacing and tone are everything when you’re selling over the phone.
The other great thing about a carefully crafted and delivered script is that you can use softening statements if you sense your prospect is getting irritated or short or is in a hurry. If you have to ask for some sensitive information – like who your competition is, or what their budget is, or how they figure into the decision making process – you can preface your question with a softening statement to help bring the defenses of a prospect down, and to make yourself sound more natural, more real.
Here are a variety of softening statements you can weave into your opening and closing scripts to help you connect with your prospect and to get them talking:
For Opening Scripts:
“If you don’t mind me asking, can you tell me what you paid for that previously?”
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“And _________, obviously you’re going to run this by others there – do you mind me asking how you figure into the final decision process?”
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“ _________, don’t take this the wrong way – and I’m only wanting to know for comparison purposes – but when you got (X product or service) last time, what did you end up paying for that?”
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“ _________, the only reason I’m asking is that if you purchase (more than the normal amount or add on to the order) then I may be able to offer you a discount. Hey, we all like to save money, right?”
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“ __________, I don’t want to go above your head, but I also don’t think it’s fair for you to do my job for me – so do you mind if I ask if it’s O.K. to speak with (the boss) briefly and answer any questions he has?”
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“ _________, do you mind if I ask you just a couple of quick questions to see whether or not this might be a fit for you?”
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“I promise I won’t take a lot of your time – I know you’re busy. Can I ask how long you’ve….”
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“I don’t know about you – but I usually hate talking to sales people I don’t know…..Just so I can be respectful of your time, do you mind if I ask you….”
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“ __________, you and I haven’t spoken yet, and I hate to barge into your day, so do you mind if I take just 2 minutes to see if this is something you’d like to learn more about?”
For Closing Calls:
“Before I show you all the in’s and out’s of this, do you mind if I ask you again: what specifically are you hoping to learn today?”
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“Our price for this is $_____ -- do you mind if I ask how that compares with what you’re spending now for all this?”
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“ __________, I know you want to think about this and that makes perfect sense. Do you mind if I just get an idea of what part of this is not resonating with you right now?”
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“ __________, please don’t think I’m being too forward here – but after we’re done and you’ve learned everything about this, is it fair that I ask you for a simple yes or no?”
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“ _________, would you mind if I asked you: ‘If the price on this was closer to what you felt comfortable spending, would this be the solution you’d want to go with?’”
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“I totally understand, believe me I do. In addition to that, though, what else might be standing in the way of you saying yes to this?”
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“Hey I get it – you have options and you want to talk to others. But let me ask you: from what we’ve just gone over and from what you understand about this – are we even in the ballpark for earning some of your business?”
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“ __________ if at any time this isn’t sounding like it’s for you – would you be willing to let me know?”
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“ __________ what I don’t want to do is talk your ear off. So do me a favor – if you’ve heard enough and it sounds like it’s for you – would you let me know?”
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“ __________ do you mind me asking why you’re still considering other companies for this?”
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“ ___________ I know you have a lot of options out there – would it be O.K. for me to ask you what the deciding factors will be for you?”
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“ __________ you know we’re not for everyone, and if we’re not for you that’s O.K., Obviously, I’d like your business, but I’d rather do what you think is right for you. Do you mind telling me what you’re really thinking about right now?”
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“Is there anything I can say or do to get you to reconsider?”
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“ _________ I know we’re not the cheapest option out there – and there are reasons for that – but is it just the price on this or are there others things keeping you from saying yes to this?”
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“I know I’ve given you a lot of information on this – could you give me an indication of where you’re leaning?”
As you can see, many of these responses are down to earth and real world responses – something you might say to a friend or family member. The more real you are, the more your prospects will feel it – and the more they’ll be honest with you and reveal what it might take for them to move forward with you.