|
|
Like this article? PLEASE +1 it! |  |
|
How to Use Scripts to Ensure Consistency in Customer Service
| Guest post by: Warren Coughlin |
Article Overview: Is your first reaction like that of my clients - scripting doesn’t work, scripting is too artificial, scripting doesn’t take into account different personalities? I’ve heard just about every excuse as to why scripts won’t work; but, as I wean my clients onto the idea and they see their bottom line increasing, converts are made. Here’s how to get started
 |
Free Download - Bridging the Victory Gap The 6 Steps to Success Conclusion By Warren Coughlin |
How to Use Scripts to Ensure Consistency in Customer Service
Is your first reaction like that of my clients - scripting doesn’t work, scripting is too artificial, scripting doesn’t take into account different personalities? I’ve heard just about every excuse as to why scripts won’t work; but, as I wean my clients onto the idea and they see their bottom line increasing, converts are made. Here’s how to get started.
The four main areas to consider when writing a script are:
a) Target Market – be very clear who you’re trying to reach.
b) Process – some of the more expensive products and services may require several steps before a sale is made.
c) Urgency – you must give people a reason to act now.
d) ‘You’ Focus – your script needs to be focused towards the customer.
Within the script itself you then need to look at:
a) Greeting – Get this right as it will set the tone for what follows.
b) Outline the reason for your call/visit and get permission to continue – e.g. “Would it be OK if I outlined the reason for my call today?” This step applies when you’re the one making the first contact.
Within the script itself you then need to look at:
c) Ask open-ended questions – you must ask questions that can’t be answered by yes or no.
d) Get agreement - you need to get feedback from the customer. Ask rhetorical questions that will get them to say yes - e.g. “So it sounds like you’d benefit from A, B and C, that’s pretty good, isn’t it?”
e) Deal with objections – this is part of the process! Get the customer to elaborate, acknowledge that what they’re saying is true for them at the time and then come up with your standard replies to known objections.
f) Close and take the next step – Would you like to pay by check or credit card?”
g) Use transition phrases/temperature checking phrases like, “How does this fit with what you had in mind?,” “So from what I understand, you want A, B and C. Is there anything else?”
You will end up with a script that is really effective as a sales tool. More importantly, your entire team will have a framework to follow, which means your customers will be treated in a like-minded fashion regardless of who speaks to them. This, in turn, enhances the perception of excellent customer service. An added bonus, if you needed another one, is that any new team member will be productive much more quickly. Go make it happen!
The Emotional Foundation of Customer Service
All Sales People Use Scripts
The Importance of Sales Scripts
The Five Secrets To Writing Killer Prospecting Scripts
You Can Win More Sales by Accepting & Working with Change Than Denying It
|
About the Author: Warren Coughlin RSS for Warren's articles - Visit Warren's website Click here to visit Warren's website   The Power of Priorities Six Steps to a Profitable and Sustainable Business Do You Feel Like A Square Peg In A Round Hole Turning Visitors into Customers an Internet Strategy for Small Business Leadership Whos Driving Your Business |
Related Forum Posts
Re: Service Or Product?
- I agree with starting a Service-based Business in the economy. Here is what I think is critical:
1. Researching that your Service business has a market.
2. Marketing the Service with as much leverage as possible.
3. Product-izing the Service (aka Package Expert Knowledge). This will only help elevate you as "the" expert in your niche and make you accessible to people in different price points.
Marketers, Learn What You Can, Cannot Control Online
- I am a Customer Service Representative in my company so naturally every once and a while I get angry customers fed up with my companies policies.
Oh! I remember one day on my way home from school I was walking by a gas station and there was a man with a huge cardboard sign outside a small car mechanic business telling people not to go there because they are crooks. I am pretty sure they lost tons of business. I know my mama kept away from there after I told her about it. I found it pretty funny. I wonder if the guy got arrested or fined though....
Wearing different hats in Business
- I have a business that produces beautiful custom rugs for home and business environments.
Different hats that I'm wearing...
Rug Fabrication - 10 [i:21cr28m8](partially outsourced to an outfit here in the US)[/i:21cr28m8]
Customer Service / Sales - 8-10
Bookkeeping - 1
Marketing - 6
Website development - 5 [i:21cr28m8](mainly outsourced)[/i:21cr28m8]
SEO, SEM - 6-8
Accounting - [i:21cr28m8](outsourced)[/i:21cr28m8]
Re: Two Useful Books To Help You Focus On The CLIENT
- Hi David,
To add to your thread, I'd like to recommend Jonathan Tisch's "Chocolates On The Pillow Aren't Enough: Reinventing The Customer Experience".
Tisch's book includes content on "Welcoming Customers", "The New Art of Customization", "The Challenges of Customer Diversity" and "Offering Something Extra to Your Customers" to name a few.
Re: how do I get started with Wordpress blog?
- I agree that anybody thinking about starting a Wordpress blog should buy a domain name and set up a hosting account.
When choosing a hosting account, make sure it is one that is set up for Wordpress and includes an easy installation script such as "Simple Scripts".
Two web hosts I'd particularly recommend for Wordpress are Bluehost and Hostgator.
Share this article with your friends. Fund someone's dream.
Leave a comment below or share on the left and you'll help support entrepreneurs in Africa through our partnership with Kiva. Over $50,000 raised and counting - Please keep sharing! Learn more.
by: 
4 Building Blocks of an Effective Talent Management System
Simon Fuller Quotes
Lesson #3: “Tell ‘em quick and tell ‘em often”
Searching for the Stars: How Yang and Filo Took Their Business to New Heights
Salesperson Wimp-Out: I Need Help 
Get advice & tips from famous business
owners, new articles by entrepreneur
experts, my latest website updates, &
special sneak peaks at what's to come!
Executives and Elevators Perfecting That Pitch
The Pure FUN of Learning & Using NLP
Marketing & Sales tools – going back to basics
Email us your ideas on how to make our
website more valuable! Thank you Sharon
from Toronto Salsa Lessons / Classes for
your suggestions to make the newsletter
look like the website and profile younger
entrepreneurs like Jennifer Lopez.