Sales scripts - flyers vs program

    Callhelper
    In past articles, we talked about how scripts help sell more, how to write them, and what happens when managers do not have scripts for phone calls.

    Now I want to tell by an example how the work of sellers with scripts on accessible media differs from work in a specialized interface.
    And also briefly compare the available solutions for using scripts to understand when it is wise to use them.



    So, the options that we have and which we used ourselves:


    • Printouts, paper cards, stickers.
    • Text files, spreadsheets
    • Wiki pages, html files
    • Script constructor


    Situation: we have planned an event and it needs to be sold.


    Landing pages and advertising for successful sales of events are few, so we begin active sales by phone.
    The sellers are completely unaware of the features of the event, the speaker’s personality, price suggestions and other important nuances of the conversation.

    What we do to launch sales:

    1. A specialist writes a script based on past sales experience, based on information about the speaker, conditions of participation, UTP.



    2. The script instructs, together with sellers, adjustments are made if they arise.
    3. The senior group forms seller lists of calls to potential participants of this event.
    4. Sellers open the desired script, which they will work on today and see a list of incomplete calls:



    5. After choosing a call, the seller immediately sees to whom he will call, to which company, by what telephone, and what the senior group recommends to him:



    6. Next, the script leads the seller through the conversation, giving answers to all the answers and objections of the client.



    Displays the client information from CRM that is needed during the conversation:



    7. And recalls what needs to be done at each stage. In this case, you can give links to the necessary actions and documents, or immediately edit the information in CRM:





    8. Then the seller selects the next scheduled call and continues to work.

    Is it possible to organize the same business process with improvised tools?


    Obviously not. Sellers constantly have to switch from leaflet, file, wiki to CRM.
    Manually you need to search for a field in a contact or company card, go from the call description to the company card, create a letter, and scatter your attention to many media and interfaces.

    All these inconveniences greatly affect the result - sellers make less calls, spend more time talking and doing things after it.

    Fewer calls - less sales. The difference can be expressed in tens of percent, or even be less than planned at times.

    Of course, sometimes you can get by with simple solutions.


    Below are the pros and cons of different tools for working with telephone scripts.

    Printouts, paper cards, stickers.
    Pros:
    • Almost free.
    • With brief scripts and a small number of managers, a sufficient solution.
    Minuses:
    • If the script does not fit into 5 answers, chaos begins.
    • Finding information with complex scripts is very difficult.
    • Convenient navigation through event options is not possible.
    • The script is completely separate from CRM, it is impossible to automate the routine.
    • The need to retype the script every time it is changed.
    • Knowledge is stored in a text document, which complicates the visualization of the structure of the dialogue.

    Text files, spreadsheets
    Pros:
    • Is free.
    • With brief scripts and a small number of managers, a sufficient solution.
    Minuses:
    • Inconvenient and long script search during a conversation.
    • Complicated event navigation creation.
    • There is no integration with CRM.
    • Difficult visualization of the structure of the dialogue.

    Wiki pages, html files
    Pros:
    • Almost free.
    • It is possible to create event navigation.
    • It can be used for quite voluminous scripts.
    Minuses:
    • The possibilities for integrating with CRM are minimal.
    • Knowledge is required for working with wiki / html editors.
    • There is no convenient visualization of the script structure for editing.


    You can see how scripts are created in our application on this video:



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