Advertising agency talking on the phone example. Phone Sales Scripts - Techniques, Examples and Templates for Effective Calls

Hello! In this article, we will talk about such a phone sales tool as a script.

Today you will learn:

• What is a conversation script with a client on the phone;
• How to write a sales script over the phone;
• What types of telephone sales scripts exist .

What is a phone sales script

A phone for a marketer is not only a means of communication, it is also an excellent channel for promoting and distributing products.

To understand how to sell a product using only a telephone conversation, you need to remember the specifics of telephone communication:

• Solution. Usually, modern man makes calls to find out or agree on something, in other words, to solve a problem;
• Brevity. A telephone conversation is always shorter than a face-to-face conversation on the same topic;
• Dialogue. Phone conversation always involves a dialogue between two people.

Not every sales manager is able to briefly describe to the client his proposal for solving the problem that needs to be identified in the process of a telephone dialogue with the client. Therefore, in order for the seller's conversation and potential client turned into sales, it is advisable to use pre-written dialogue scripts or scripts.

Script - a script for a dialogue between a sales manager and a client, designed to improve the efficiency of the former and attract the latter.

You need a phone sales script if:

• Do you sell by phone?
• Your office employs at least three managers for the implementation of telephone sales and telephone counseling for clients (a smaller number is easier and cheaper to train to work without scripts);
• Do you want to raise overall efficiency telephone sales. In this case, the effectiveness of individual managers may decrease.

If you agreed with each point, then we need to move on and decide what types of phone sales scripts are right for you.

In total, four types of scripts are distinguished, depending on the level of development of the client and the market in which the client is represented. Each type of script involves its own telephone sales technique.

Any of these types is based on the following principles:

• Equality. You and your client are partners. You should not persuade the client to take a targeted action or accept unfavorable conditions. Your job is to see the client's problem and offer a solution. The client's business is to refuse or agree. Otherwise, you will lose the client's respect for your company;
• Cooperation. You should not argue with the client, you should prove to him that he really needs your product and the purpose of your call is to help. To do this, you need to ask a potential client such questions, the answers to which you know in advance. For example, manager: “Do you use a lot of paper per month?” Client: “yes” Manager: “do you buy a new ream of paper every week” Client: “yes” Manager: “would you like our company delivered paper to your office every week at a convenient time for you?”

IN this example we offer a solution to the client's problem and at the same time use the law of three "yes";

• Knowledge. The sales manager must know the specifics of the company, understand its products and services.

Script Structure

Now that we have decided on the types of the script, let's decide on its structure. Since scripts for consumer market significantly different from scripts for industrial market, we will analyze them separately. Let's start with the consumer segment.

Structure of the script for the consumer segment

To clearly show what is the difference between scripts for a warm and cold customer base, we will display the structure of the scripts in a small table.

Structure of a cold calling script for an industrial client

In this case, it would be advisable to omit the conversation script with the industrial client from the warm database. As a rule, it corresponds to the conversation script for the warm base of the consumer segment.

for industrial customers will consist of the following steps:

1. Preliminary. We send to email your potential client Commercial offer. This must be done half an hour before the call is made. Write down the goals of the conversation;

1. Search for a contact person who makes a decision in the client company on your issue;
2. Secretary bypass. As a rule, the secretary of the responsible person, who has his own script for refusal, will answer you first. You need to bypass it. To do this, adhere to the following rules:

• It is necessary to show by intonation and manner of speaking that the responsible person needs this cooperation more than you;
• Clear, correct, confident speech;
• The following phrase should sound in the conversation: “Who can I talk to about this issue” (“Contact me with the person responsible for this issue”).

1. Talking to the decision maker. The structure of the script for talking to responsible person companies will look like this.

An example of handling objections

At the end of the article, I would like to focus on this particular block, since it is the most dangerous in terms of losing a client.

In fact, there may be many more objections, we have given only the most common options. It is important to think through each and work through it so that the manager can give a clear rebuff and not lose the client.

Sample (example) script of sales by phone

And finally, here's the full phone sales script. Let's say we sell shampoo for dry hair to a cold customer base.

1. Greetings: Good afternoon
2. Performance: " My name is Anna, how can I contact you? I am a representative of the Volosatik company, we are engaged in the manufacture of natural hair care products. "Customer Name", we have a special offer for you."
3. Clarification of the circumstances:"Are you comfortable talking now?"
4. Clarifying questions:“Do you know the problem of dry and brittle hair?”, “Would you like to get rid of it?”.
5. Purpose of the call:“Great, we offer a natural shampoo for dry hair. The fact is that licorice, which is part of it, retains water, and the absence of sulfates allows you to preserve the structure of the hair. Did you know that 90% of shampoos in stores contain sulfates, which destroy the hair structure, slowing down growth and making them brittle? (No Yes). In the manufacture of our shampoo, we focused on the absence of harm to the hair. At the same time, the price of our shampoo corresponds to the average market price and is 500 rubles per 400 ml.”
6. Work with objections: examples of working with objections are given in the table above.
7. Goodbye: Thank you for taking the time to visit us, we look forward to seeing you in our store. Goodbye".

Video about phone sales scripts

Many sellers have to deal with the sale of not goods, but services. This area is in demand. Such services are provided in medical, educational institutions, in beauty salons, taxis. They are provided not only by companies, but also by individuals, performing certain work. But not everyone knows how to properly organize a business so that it brings a stable and high income. How to sell services will be discussed in the article.

Why is this needed?

Entrepreneurs are often encouraged to sell services with goods. Many companies pay more for this. But not all sellers understand why this is necessary. Is it possible to sell services if the business has just opened? It is necessary to do this. You just need to use proven methods.

It all comes down to the fact that the service is considered that is, the profit from it is higher than from the goods. For example, the mark-up for an air conditioner may not be noticeable; during the season, the sale of this equipment often brings a small profit. But if the installation of equipment is ordered, the company will receive a high income that will pay for everything.

Principles of selling goods

All people different methods receiving information: a person can be visual, auditory or kinesthetic. Some remember everything visually, others by ear, and still others by touching the object. For a full-fledged person, all 3 methods work, but there is always a more comfortable one.

Selling something to visuals and kinesthetics is difficult. The seller can talk a lot about the product, but if the buyer does not see or touch it, then it will not be easy to sell it. Many customers are looking for products on their own, so they are guided by the senses. So it's important to use marketing methods that are suitable for most people.

Features of the implementation of services

The service is considered a more delicate thing. In order for the client to like it, you need to learn how to present it correctly. How to sell services? You should be guided by proven principles:

• services must be of high quality, otherwise they will not be popular with customers;
• an important role is played by the training of sellers, since in many respects the success of trade depends on them;
• it is important to create a visualization of services: brochures, leaflets, posters, folders, presentations - this is how buyers perceive information better;
• clients must be sure of safety, receiving an individual approach.

If you take into account these rules, you can properly sell goods and services. This will help attract customers who can become permanent. At the same time, it is necessary to improve the work of your company, improve the quality of service and find new methods to attract customers.

Step-by-step instruction

What services can be sold? Any, the main thing is to use proven methods:

• it is necessary to choose a method of implementation taking into account the needs of customers;
• unique features that are unlike competitive ones must be introduced into the activity;
• it is important to clearly position the company;
• it is necessary to use flexible pricing;
• you need to create a convenient buying process;
• need to advertise services;
• An individual approach is important for each client.

With these principles, you can promote any services, making them in demand. It is important to choose an appropriate implementation method, such as telephone, internet or other media.

Visualization

Consumers need to see the work, so they need to be shown a video or photo. You can provide consultations, conduct trainings. If this information work, then you can submit reports on electronic media, for example, screenshots, presentations.

Consumers need to evaluate the results of the activity, so they should be shown. Facts about the work done are of great importance. If the consumer is satisfied with everything, he will definitely seek help.

Sale of services by phone

This type of sales is considered one of the most difficult. Now that's how they work various companies: banking services, Forex. Investments, installation of meters, internet connection. How to sell a service over the phone? You need to be guided by the following rules:

• due to high competition, good sales scripts are needed to help with customers;
• sellers must use sales techniques, as well as know everything about the services they offer;
• it is important to be able to work with objections and close deals correctly;
• telephone sales should be carried out with the help of paraverbal communication - intonation, voice;
• it is important to make the required number of calls for a specific period of time.

It should be borne in mind that no matter what service is offered, if it is in demand, it is necessary to find a client. Often this is done with the need to control the work of competitors.

Internet using

How to sell legal services, as well as medical, transport? You need to have your own website modern requirements. What services can be sold with it? Booking tickets, making transfers, consulting in different areas life.

The site should have informative, optimized articles. There should be feedback, a function for accepting payments, a section with reviews. It is necessary to take advantage of social networking opportunities that can be used to create a community. This will allow you to connect with buyers. On the Internet, you can create advertising in other ways.

How to lure clients?

Business needs strong people. And if there are a lot of clients, you should not relax. Competitors can lure them to their side at any time. How to sell services so that there are always those who want to buy them? It is necessary to use poaching methods. Now this is practically the only way to increase sales.

Competitors have pros and cons. Build on weaknesses marketing policy. It is important to offer more favorable conditions than in other firms. For example, ISPs offer free connection and setup. Such techniques will help to gain many new customers.

Dumping

How to sell services so that it brings high profit? You can use dumping - a decrease in value (below the market). This tactic is needed to displace small firms from the market. Dumping is great for promoting a company.

Just keep in mind that those customers who came for the sake of price can quickly disappear. They will not be permanent, because they are attracted to more profitable options that may appear in other firms.

Competitor Mistakes

How to sell services in other ways? You can take advantage of your competitors. You have to take advantage of this. For example, if a provider has a communication outage, then competitors whip up a panic using the media. At this time, it is important to offer more favorable conditions.

Secrets of a successful sale

You need to focus on the customer, not the service. This is the key to success in business. For the client, you need to become a friend who is attentive to his interests. Service users care about every little detail. You should quickly respond to requests, phone calls, and also greet politely. The first impression matters.

The company must be honest with consumers. Therefore, promises must be kept. Only for quality services will apply. If discounts and promotions are offered, then all this should be real for the client.

Correct positioning of services is necessary. Consumers rate it based on personal experience. This is how the public opinion about the work of the company is formed. If one consumer liked the company's activities, then he will offer other people to use its services. Each person is unique, therefore, with the help of an individual approach, you can form a positive attitude towards the work of the company.

Demanded services

Now the best-selling services:

• household;
• informational;
• advertising;
• transport;
• specialized.

Household services will always be in demand, as people constantly need help in Everyday life. It can be home renovation, cosmetic work, hairdresser. Ateliers, clothing repair, dry cleaning are in demand. No wonder there are a lot of companies like this open right now.

Household services include caring for the sick and children. Some use such help due to lack of time, others - due to lack of skills. Opening a home services firm does not require big investments compared to other types of business.

You can sell household services using advertising, publications on the Internet, distributing brochures and booklets. It is necessary to regularly arrange discounts and promotions for customers, and then they will become permanent.

Demanded are information Services. They allow you to receive advice from specialists in various fields: recruitment, customer search, audit, advising on special issues, collecting information, training courses.

Information services can be advertised through radio, television, newspapers, the Internet. Each client should be provided with a business card, a booklet with activities. An individual approach to each person helps to attract buyers of services.

Popular advertising services that are necessary for every company. You can create banners, organize events, place ads. The services of animators and promoters are in demand. Companies need help creating websites and promoting them.

Popular in Russia It can be the transportation of goods, passengers, Express delivery. This activity requires all types of effective advertising. Specialized services include medical, legal, technical, construction. Each of these areas is promoted through proper sales management.

Instruction

Before starting the conversation, determine the purpose of the conversation and make a preliminary plan. Thoroughly study the offered product in order to be ready to answer questions or objections that the interlocutor may have. Prepare answers to likely questions in advance. Tune in not to boil and not get excited when answering, avoid the phrases “Well, how can you not understand!”, “You are completely wrong!”, “It is impossible to talk to you calmly”, etc.

In order to set up a conversation in a confidential way, keep a smile in your voice and be extremely polite. Your positive communication will be transferred to the client.

Avoid common phrases that cause psychological stress ("You are being harassed by the company...", "We decided to call you because..."). It is better to name yourself and the company you represent right after the greeting.

Find out if the client can now give you time, or if it would be more convenient for him to call you back. Such delicacy will surely please your interlocutor.

Call the person "on the other end of the line" by their first name. The more often you do this, the sooner he will begin to trust you. Such is human psychology.

Show the interlocutor that you are ready to listen to him. Give approximately 80% of the time of the conversation to the client. Don't interrupt him, let him speak. If he is aggressive, try to calm him down with a soft voice. If it doesn't work, apologize and say you'll call back later.

Ask your interlocutor the questions necessary to maintain control over the conversation, do not be afraid to be persistent.

Regardless of how the client reacted to the conversation, be sure to end the conversation with a positive attitude.

Record the result of the conversation, this will help you to "work on the mistakes" and improve the quality and efficiency of the next conversation.

Don't follow a pattern. Try different ways to start a conversation, offer a service or product, etc. Experiment with anything you think will make your sales more effective.

Related videos

Helpful advice

If your colleague's phone sales are doing well, don't hesitate to learn from his methods or tricks.

Study psychology. This will definitely help you in mastering the art of talking on the phone.

Many companies consider telephone sales to be one of the most effective types of sales. When selling by phone, the operator manages to establish feedback with the client, in a fairly short time to inform him about the product or service and sell it. But for telephone sales to be effective, you need to know certain rules for communicating with customers about a product or service.

Instruction

Typically, telephone sales are divided into two types: sales and services (B2B) and sales of goods or services directly to individual customers (B2C). B2B phone sales typically represent more than difficult process than B2C phone sales. A call to the company is at first some kind of informing the client about the availability certain product and its benefits to the company. It aims to enter into negotiations with, since it is unlikely that any other person potentially interested in your product in the company will immediately decide to purchase this product for the company.

It's no secret that many companies dislike those who try to sell them something over the phone and instruct secretaries not to talk to operators. How to get an accountant, or even more so CEO companies? There are a few things to keep in mind here:
1. no need to clearly state that you are selling this or that. It is enough for the secretary to hear that you are calling, for example, "on the issue of supplying equipment."
2. it is important to appear "big man". The operator on the phone - he is always a bit of an artist. If you say in a very businesslike tone " Good morning, please connect me with Pyotr Petrovich, "then you will most likely be connected. When asked to introduce yourself, it is enough to answer that Pyotr Petrovich is aware of who you are.
3. If you do not know exactly the name of the person responsible for making purchasing decisions for the product you are selling, then it would be wise to ask the secretary who in the company is responsible for such decisions and ask to connect with him. Again, do not immediately start talking about your own.
In the future, when negotiating with the decision maker, your goal is to talk about the product and set up a meeting. It is important to remember that your interlocutor is probably very busy and not in the mood to talk to you, so you need to express your thoughts clearly and.

B2C phone sales have a purpose quick sale product or service in one call. The operator must not only inform the customer about the product, but also for a short time try to prove to him that this particular product is needed exactly this client. The call should ideally be followed by a meeting with the customer and the product. It is very important here to be able to use non-standard approaches to customers and quickly find out information about them, which will help persuade the customer to buy the product. For example, an operator who wants to sell a rather expensive vacuum cleaner, hearing children's voices on the other end of the tube, should take advantage of the fact that the client has children and emphasize that the vacuum cleaner cleans carpets so well that children can play on it - in unlike other vacuum cleaners.

It is important to choose the right time for your call. In a company, it is best to call in the morning and in the afternoon, because at this time both secretaries and managers feel most relaxed. It is wiser to call apartments during the day or in the evening after dinner, but not too late.

If you decide to sell a service over the phone, you need to know how to do it right in order to achieve the desired result. Set a specific goal, communicate with the client lively and naturally.

Instruction

Set a clear goal for your project before you call. Find out what is the outlook for your service? Clearly outline what you expect to receive after the call, what is its result. Determine how you will measure your success and failure.

Choose your audience carefully. After all, some services are very specialized, they are used only by a narrow market. The rest are good enough for almost all potential customers. If your service is of a specialized type, and you know what your audience is. Then the question of how to sell by phone is quite simply solved. But if your service is used and has a huge audience, you need to determine what kind of attention you want to achieve during this phone program.

The next step is to set intermediate goals. "I want as much as possible more clients"is not a good enough goal. Before you write a call script, write a phrase like: "I want the client to take the following actions as a result of this call." When you write the script, go back to your intermediate goals and consider whether this script will produce the desired .

Write an introductory part for the call. It has very close to your call to action. Your introductory part significantly increases the interest of customers directly with what you offer to use.

Describe in detail the main part of the phone call scenario. The first part forces the client to take their time and listen to your message to the end. The second part of the script prompts them to take action. Keep in mind that the middle of the call is actually - there is a filling and a secret of how to sell a service over the phone. The main part should amplify and fill your call with enough details and make your call to action more attractive.

Concentrate on the essentials. Do not immediately describe all the benefits of your service. Right Action and how to sell a service over the phone is to tell only about the details that will ensure the achievement of the desired goals. Be aware that talking too much can scare some customers away.

Sources:

• telephone sales service

In order to successfully offer and sell services over the phone, it is necessary not only to know the text by heart, but also to masterfully be able to direct the conversation with the client in the right direction. If you follow a few rules for communicating with clients, most negative interlocutors will easily become fans of your company.

You will need

• An individual negotiating strategy, a pleasant voice, a pre-prepared text of your message.

Instruction

Make more time for practice. After all, only practice will help you gain maximum confidence in your gift of persuasion. It will provide an opportunity to overcome the fear of an unknown consumer. The first and foremost rule is practice.

In order to learn how to properly offer any services or engage in sales, you need to choose an individual option for conducting a conversation with a client, that is, find your own communication technique. Best of all, if it is completely individual. Today, in order to achieve success in any field, you need not act according to someone else's patterns, but develop your own strategy. All people are individuals and perceive differently. the world.

You should know everything about the offered service. Memorize the basic phrases so that when you pronounce them, you are already thinking about the next phrase that you pronounce. You must know all the answers to the questions. Especially the tricky ones.

Follow the sequence. No need to overload the client with unnecessary information. Don't waste precious time on lengthy descriptions of the benefits of your service. You need to convey information beautifully and in an extremely concise manner. Remember that the goal of the first is to receive the treasured for the opportunity to provide more information about the service in person.

Remove excessive perseverance and importunity from your arsenal of personal qualities. If your client starts to refuse, try to slightly move away from the topic of the main conversation. Be flexible in your communication. This will help the client get a little distracted and get out of their protective mode.

Sources:

• Marketing magazine 4p.ru
• successful phone sales

Telemarketing is one of effective tools sales. The effectiveness of this method depends on the communication skills of the seller and the degree of his training.

Instruction

Before you start selling by phone, develop a call script. To do this, set a goal, i.e. What do you want to achieve from the interlocutor. The goal should be achievable, measurable in number and time, sufficiently ambitious and specific. The result of the call should be a call to action, i.e. the client after the conversation should want to purchase the product or service.

Define your needs target audience. When a client picks up the phone, he usually has two questions: is the call intended for him and why does he need it. Put yourself in the place of the interlocutor and think about what they want to hear from you.

Work through possible objections. They can relate both to the product or service itself, and be the result of a negative experience of communicating with similar companies. Stock up on positive examples that you can voice: "Such and such a company purchased from us ... and increased production by 30%." The specific one will cause the location and trust in your goods.

With telephone calls, you do not see the facial expression of the interlocutor, his reaction to your offer or questions, so use the power of the word and the appropriate intonation. Communicate on an emotional upsurge, smile into the phone. The client will definitely feel this and be imbued with confidence.

Have a deep knowledge of the product you are selling. If the buyer takes you by surprise, don't get lost. Refer to the fact that check this point with the manager or other competent person. And be sure to provide this information the next time you call. This will just be an occasion for re-communication.

The telephone, as a way to communicate with a client, is used in almost any business.

I can imagine companies that today do not yet use social media to attract customers, do not use the site and landing pages, do not set up direct, do not advertise in the media or on local TV. But I can't imagine that there are companies that don't use the phone to communicate with customers.

Phone at correct use turns into a fairly effective sales channel and customer acquisition in any business.

The effectiveness of telephone sales is quite high for two reasons:

• the costs of organizing telephone sales themselves are quite modest: you only need a telephone set, an employee (who will make calls. Or maybe it’s you yourself), good CRM(this is optional but highly recommended) maximum result from work. Moreover, CRM is also free).
• the ability to get a quick result immediately after the organization of work on this channel. As a result, appointments can be made, applications completed, registration for free events, sale of paid products and services. It all depends on the specifics of the business. The main advantage of selling by phone is fast results. And applications. and appointments - all this can be obtained in just a few minutes of talking with a client on the phone.

And everything seems to be beautiful, but there is one BUT.

Sales by phone will become effective in your case if you properly organize the work through this channel. If you use advanced sales technologies, effective scripts and sales methods.

Otherwise, telephone sales may fail miserably, managers whom you instruct to make calls will quit or convince you that all clients are already working with someone and they do not need anything.

In this article, I will give you 5 tips to help you increase phone sales in your business.

1. Learn to easily overcome the secretary.

There are many ways and technologies to overcome secretaries. In my trainings, I usually give 10-15 tricks that are guaranteed to work in any situation. For example, I like a technique called “Pass that…”

The essence of the technique is when the secretary answers your call and begins to conduct a “primary filtering procedure”, asking questions like “Who is asking him?”, “And on what issue?” etc., just say, "Please tell me this is [YOUR NAME] from [YOUR COMPANY]."

This technique is so simple that even a beginner can easily use it. Moreover, the effectiveness of this technique is quite high - even trainee trainees who have not worked in sales for a single day, easily overcame the secretarial barrier with the help of this phrase.

Please note that with this technique, you do not explain the essence of the issue to the secretary, you simply voice your Name and ask to be connected to the manager. The main thing is to do it confidently and correctly.

2. Specify the decision maker's name before calling and address him by name from the very beginning.

On the one hand, I do not want ignorance of the decision maker's name to stop you and reduce the number of your calls. If you cannot find out the name of the decision maker before the call, then call without knowing the name - there is nothing to worry about, and you can easily clarify the name using simple tricks.

On the other hand, due to the increased competition in the field of cold calls, high-quality preparation and increased call personalization are of particular importance now. That is why I recommend that you clarify the name of the decision maker before making calls and address the manager by name from the first seconds of communication.

How to clarify the name of the decision maker, I told in the article.

3. Use the PTS Technique to Make Your Call More Effective

A few years ago, while working on the 10 calls - 10 sales course, I analyzed hundreds of different call records (which I personally and my colleagues did) in the hope of developing a single algorithm for a successful phone call.

I noticed such a trend - those calls that began with identifying points of contact with the client always ended more productively, and the course of the conversation itself was more positive and friendly.

I came up with a technique that I called PTS (show points of contact).

The essence of this technique is that at the beginning of the conversation (after the presentation and clarification of the opportunity to talk now), you must first show the client the points of contact. That is, what already connects you (your business) and the client's business.

The difficulty is that these points do not always lie on the surface, and in order to find them, you need to know some tricks or use your imagination.

No need to make banal mistakes and say the following phrases:

• I'm calling you to offer our services...
• I'm calling about collaboration...
• I'm calling to tell you about our products...

These approaches practically do not work today. Start the conversation by identifying common ground. There are many options, connect your imagination 🙂

For example, you can start a conversation like this:

TCP: pilot project with the client's business

I am calling you because you are construction business in Kazan since 2000, right? And our company has just launched a pilot project to work with reliable construction companies region that...

PTS: company website

Ivan Ivanovich, I am now on the website of your company and I see that you are actively developing and are currently in development interesting projects. I just wanted to discuss one of them with you...

Such a beginning of the conversation has much more to further communication, compared to the banal "offers of cooperation."

By the way, hundreds of people who began to use this technique in their calls sent me their positive feedback and shared their success. Therefore, I can confidently say that this technique will work for you and help improve the efficiency of calls in your company.

As for the TCP options themselves, there can be quite a lot of them and, ideally, they should be selected specifically for your business, for the specifics of your situation.

4. Organize system sales by phone

Consistency, in my opinion, is the most important component successful sales by phone. If you organize system sales by phone in your business, then you will inevitably get an increase in sales.

At the same time, the system should be different directions: and cold calls, and warm calls, and incoming calls.

• Do you use a CRM system to track calls?
• Does your business have a sales funnel?
• How are your employees' calls recorded?
• Do you use records for subsequent performance analysis?
• What is the call conversion rate of you or your employees?
• How do customer objections get in the way of selling the target action?
• How do you form a customer base for calling and determine target customers?

Answer these questions for yourself and you are guaranteed to see areas for further development.

5. Get your voice right

Not text on a piece of paper or on a monitor screen, but your voice. Much more depends on your intonation, the pace of speech than on thoughtful responses to objections (although this is also important).

Lately I've been seeing a real obsession with phone sales scripts. It feels like managers and entrepreneurs are sure that if they had a good script, sales would immediately skyrocket. Unfortunately, it is not.

I once developed scripts for selling SME products for a bank. I myself tested this script, communicating with clients, before passing it on to the bank's network employees. And the script was good. Clients quite easily agreed to a meeting.

When it came to using the script by different employees, we saw a huge difference in performance. The reason for this deviation lay on the surface: low-performing employees spoke indistinctly, were lost, and their voice sounded uncertain. Others, voicing the same phrases with good intonation, achieved much more.

Keep this in mind - even the most thoughtful sales script will not allow a “mumbling” employee to sell effectively over the phone.

Sell ​​beautifully and easily!

• Write your ideas and tips in the comments!
• If the material is useful, like and share with your friends!

Sincerely, Oleg Shevelev

P.s. I will tell you the latest tricks in the field of telephone sales on my own. Details here. I invite you right now, because the set will be small, and some bonuses will disappear in the coming days.

• Secretary round. 4 Techniques for a Sales Script with…

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They convince not by speech, but by character

Menander

Every day someone tries to sell a product or service to a modern consumer, most customers have a negative reaction to the so-called "cold call".

This term refers to the first call to a consumer with whom negotiations have not been conducted before. Often, the negative reaction of a potential client is due to the seller's ignorance of how to properly sell a product during a phone call.

1. Collecting information about the client

A preliminary collection of information about the solvency of the client and who is specifically responsible for the purchase is necessary. This makes it easy to overcome the so-called "secretary barrier".

If you call and politely say: "Please connect me with the personnel department (deputy director for household parts, chief accountant)", the chance to get to the right person increases.

You can clarify: "I have not recorded the name and patronymic of your chief accountant ..." Any person is pleased if they are addressed specifically to him, and you will most likely be listened to if the conversation is conducted, as it were, on a personal level.

2. Timeliness of the call and readiness to talk

It is worth asking if it is convenient for the interlocutor to conduct a dialogue right now - maybe he has visitors or he is holding a meeting. Ask at what time it will be possible to talk - and call to the minute, in no case half an hour earlier and not an hour later!

Be sure to say: "Peter Sergeevich, we agreed that I would call you back." The potential customer will listen to you.

A manager offering his products must learn the text of his appeal literally by heart - to know all the information about the price list, components, warranty period, possible discounts.

If you do not have complete information, say: "Your question is very interesting, no one has delved into this aspect before. I will now write down this and all your other questions, get the necessary information and inform you as soon as possible. Thank you!".

3. How to sell by phone using the tactics “Ostap Bender storms the millionaire Koreiko”?

4. How to properly sell a product over the phone, using flattery correctly?

Coachman, don't drive the horses! The method of "talking", and even more so the words "I want to offer you" cause a negative reaction. Therefore, you can slightly "puff out your cheeks" - introduce yourself as the head of the sales department.

Then call the potential client to the dialogue. Let's put it this way: "Viktor Vasilyevich, our company is engaged in the supply of modern office equipment. As far as I know, all negotiations on this issue should be conducted with you.

Could we talk now?" Or a little differently: "Svetlana Petrovna, I do not want to make commercial offers that are not interesting for you. I would like to know more about your company to understand how my company can be useful to you. I have a few questions for you."

That is, you do not set as your goal to immediately sell something, the first call is exploratory. Its ideal result is the appointment of a personal meeting. Catalogs, product samples, listing of discounts and payment terms will already come into play, and it will be possible to talk about the sale of specific goods.

5. Talk to the right person to talk to

How to sell a product to a buyer? Don't talk to someone who won't buy it. With a "cold call" without fawning, we find out from the secretary who exactly makes the decision on this issue.

If the girl on the line asks additional questions, calmly ask: "So you make the decision to purchase?" Usually the secretary hangs out and transfers you to the right person.

6. The Four Yes Rule

It is difficult for a person who answered yes to several of your questions to say "no" later. Think about what you can ask without risking a negative answer. And only then ask: "Would you like to discuss a problem with me ...? When will it be convenient for you to meet with me?"

7. Find out what positions the potential client is interested in

When you hear the words: “Send your offer by fax”, first confirm: “Yes, I will definitely prepare a commercial offer for you and forward it.

So that it contains only the information that you need, please tell us what is the main thing for you when buying ... (office equipment, lighting fixtures, blue hares ...)? Then you can best prepare commercial information.

8. Do not try to circle the interlocutor around your finger

It is in your interest to report objective information. This, by the way, will be reflected in your voice - it will sound more convincing and at ease.

Of course, you need to focus on the pluses, but if they ask about a service that your company does not provide, answer: "We will look into this issue and solve it for you," without claiming that you have everything.