Think through responses to typical objections
Customer objections are often predictable. Phrases like “it’s too expensive,” “I’ll think about it,” or “we don’t want to change suppliers” are common. So it’s important to learn how to deal with them.
Prepare several response options to work through each objection. Ultimately, this will allow you to react flexibly and adapt communication to a specific situation and buyer.
Test the script
After creating the script, you need to conduct testing. Organize training sessions where one employee acts as a client, perhaps skeptical, and another conducts a dialogue on the sales script. This way, the manager will be able to identify weak points in the script and mistakes in the managers' work.
If things go well during rehearsal, start using the script in real situations. Listen to managers' conversations regularly, preferably all or most of them. Answer the following questions:
Do managers follow the script?
Is the conversation moving towards the desired goal?
Are all possible customer responses and objections taken into account?
What phrases or words cause the dialogue to end?
Based on the information you collect, make any necessary adjustments to the script to improve its effectiveness.
For simple and short scripts, a table in Word or Excel is suitable. This will allow you to easily organize the information and make the script understandable for use.
For more complex and extensive scripts, it is recommended to use special hong kong phone number list programs. Such tools provide dialog boxes where you can select customer questions and quickly find suitable answers. This is especially convenient for beginners who find it difficult to navigate all the details of a product or service.
Embed the script
Present the new sales script to the team. Explain where to find it and how to use it. Tell the team why you introduced this tool. Start by demonstrating the benefits: share what benefits the implementation of the script will bring to employees and the entire company, how it will help improve the quality of service and increase sales.
After the presentation, make sure all managers understand how to use the scripts. Monitor the work, evaluate the results and make adjustments as needed.
Let's sum it up
The world of sales is dynamic. Customer needs and product characteristics change, so the script needs to be updated regularly. Ideally, review and adjust it every month. This will help keep the information relevant and avoid a decrease in conversion and average check.
Implement scripts into your company's work. At the same time, try not to use ready-made templates from the Internet. It is best to involve a specialist or develop a script yourself, following the recommendations in this article.