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Scripts that lead to sales

Telemarketing, Jan 1995 by McKee, Judy

The Technique has four parts. The parts are the same, but are used in a different sequence depending on whether the call is inbound or outbound. For inbound calls, the sequence is listen and understand clearly what the person calling is saying. Acknowledge what was said by repeating or paraphrasing. Make a statement relevant to what was said, ask a question. For outbound calls, the sequence is make a statement, ask a question, acknowledge the response, and make another statement followed by another question and continue the cycle. Statements should always carry a selling message, which includes features, benefits and competitive advantages. Questions should, for the most part, be open-ended, starting with the words how and what. These types of questions encourage the prospect to describe his or her situation or problem, providing the TSR valuable insight. Well-framed questions guide the path of the call, and demonstrate genuine interest in the client's situation. This makes the call consultative in nature instead of the old "pitch and want" technique. Handle the Objections I prefer the term "handle objections" to "overcoming objections." I do not believe prospects want to be overcome, bullied or manipulated to making a decision. I believe honest consultation and logical reasoning will far better serve the prospective customer. Objections are handled by paraphrasing what the prospect said, making a selling statement relevant the objection, followed by a closing recommendation or consultative suggestion. Closing Closing is the logical conclusion to an effective presentation. The intent is to help the prospect make a decision to buy, grant an appointment, come into your store or agree to whatever your...