No More Selling Scripts? 5 Ways to Be Yourself Again
No More Selling Scripts? 5 Ways to Be Yourself Again
I picked it up and said, “Hello, this is Ari.” The caller said. “Hi, Ari, my name is Steve, how are you today?”
I knew right away that he was using a structured sales script, and that triggered the negative “salesperson” stereotype in my mind.
I didn’t want to hurt his feelings so I let him continue with his pitch for a few minutes. Then I gently said, “Hi, Steve.” He was so startled that he completely stopped speaking. He had no idea how to react to my simple, normal greeting.
Why? Because he was totally focused on his selling script and not on my reaction to it.
If you’ve been selling for a while, chances are you’ve been asked to use sales scripts to make cold calls. And even if you feel scripts are unnatural and impersonal, you’ve probably used them anyway because they were the only way you knew to start a conversation with prospects.
Maybe you’ve even made some sales using scripts.
But here are some questions you need to ask yourself.
*
How do you really feel when you use a script?
*
How do your prospects feel when they know you’re using a script? (And they do know.)
*
Most important, how many sales are you losing because you’re using a script?
When people call me and ask how they can throw out their scripts and cold call the natural way, the first thing I do is ask them whether they’re willing to role-play with me using their script.
As soon as they start reading their script, a couple of things happen. I hear their voices go up in volume so they sound enthusiastic. They also talk faster, and their voice takes on a canned, robotic quality. All these things trigger the negative “salesperson” stereotype.
After a few moments, I gently stop them and tell them they’re sounding like a totally different person from the one who called me and talked with me so naturally about their sales issues.
You know what they always say? “Ari, you are so right. When I use a script, I feel as if I can’t be myself. I feel like a robot or an actor, and it’s very awkward and uncomfortable. Is there any way I can be myself again?”
Here are 5 ways to throw out your linear selling script and be yourself again:
1. Admit that scripts make you sound “scripted.”
When you begin your sales script, prospects detect the very subtle change from your natural voice to your unnatural scripted voice within seconds. “Fine,” you might say, “I’ll just work on making myself sound natural.” But that in itself creates a conflict.
The first step is to realize and admit that you can’t “work at” being natural. However, you can let go of your script as a crutch. The idea may sound scary at first because you’ve been programmed to believe you have to have a script to make a successful cold call. It is possible to learn another way to make calls without a linear step-by-step script.
2. Start your cold call as a conversation, not a one-way pitch.
If you’re used to scripts, you’re probably shaking your head and wondering, “How the heck will I know what to say without a script?” You might want to ask yourself why you think you won’t know what to say, because the reason for that is important. It means you’re basing your call on what you have to offer -- and not on what’s important to the prospect, because you haven’t found that out yet.
Pitching your solution as soon as you begin a call is one of the biggest problems with linear sales scripts because you trigger sales pressure and cause prospects to react with defensiveness or even abrupt, immediate rejection.
Here’s another option. Write down 2 or 3 core issues or real problems (not benefits or features) that your product or service solves. Then take that “problem statement,” as I call it, and put it into words your prospect can understand. In fact, the wording should be so familiar to your prospects (because those are the words they use every day in their business) that when you start discussing the issue, they’ll feel a sense of comfort knowing that your mental focus is on helping them solve problems, not on making the sale.
3. Create openings rather than forcing a “yes.”
Selling scripts are designed to be linear and step by step so you can move calls in the direction you want them to go. From the traditional selling point of view, that direction is toward a “yes,” because if you don’t get a “yes” at the beginning of the cold call, you’re not “selling.” But that’s the biggest problem with scripts. They give you only one path to follow.
If you can start a conversation that triggers a “What do you mean?” response from your prospect, you’ll find you can explain yourself in a natural way that creates a two-way dialogue, which in turn lets you learn what you need to find out by flowing with the conversation, without feeling you’re getting off-track. Developing your problem statement makes this much easier.
4. Tape-record yourself talking with someone you know. Then record yourself reading your script.
Have you ever heard yourself calling a prospect and reading your script? Probably not. That’s why most people who use scripts think they sound natural. They’ve never heard themselves. But if you do this simple exercise, you’ll hear the same kinds of differences I hear when people role-play with me.
In our day-to-day personal relationships, we simply want to get to know and communicate with others. But when we go into sales situations using scripts, we have an agenda -- to make the sale. And because scripts trigger the perception that that’s all we want, the people you talk with sense this immediately and put up their guard. Between our hidden agenda and their reaction, there’s no chance to build trust through communication. Also, because we've been taught for so long that we have to control the process, we never stop to think that scripts make it impossible for us to be flexible in how we communicate and build trust.
5. Set a new goal for your calls. Focus on simply opening the conversation rather than trying to control it, so prospects will feel comfortable telling you the truth about their situation.
Does surrendering your use of a script seem scary? Try this alternative and see how it feels. Begin the conversation with “Hi, maybe you can help me out for a moment...” Most people will respond with something like, “Sure, how can I help?” You can say, “I’m just calling to see if (problem statement)...,” which makes it easy for the prospect to reply, “What do you mean?” or “Tell me more.” And after that, the possibilities of your conversation are endless.
What do I mean by this? If you target their issues, create a conversation around the problems or issues you know they’re facing, and explain how your solution solves those problems -- in a conversation that is completely void of sales pressure -- prospects will share their truth with you. They’ll tell you whether solving the issue is a priority, whether they have the resources to commit to it, and everything else you need to know.
When you let go of a linear script, you’ll find that you’ll no longer fumble for words if prospects get “off track” by taking the conversation away from your sales process and into their buying process. In fact, that’s exactly what you hope they’ll do, because that means they’re telling you the truth.
Now that you understand why linear step-by-step scripts create the negative “salesperson” stereotype by making it impossible for you to be your natural self, you can begin learning how to engage total strangers on the phone in ways that feel as comfortable as calling a friend.
Yes, it’s possible, and don’t let anyone tell you it’s not.
No More Selling Scripts 5 Ways to Be Yourself Again - To learn more about this author, visit Ari Galper's Website.
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Free Download - 7 Ways To Get To The Truth: When The Sale Disappears By Ari Galper |
Last week I was sitting at my desk and the phone rang.
I picked it up and said, “Hello, this is Ari.” The caller said. “Hi, Ari, my name is Steve, how are you today?”
I knew right away that he was using a structured sales script, and that triggered the negative “salesperson” stereotype in my mind.
I didn’t want to hurt his feelings so I let him continue with his pitch for a few minutes. Then I gently said, “Hi, Steve.” He was so startled that he completely stopped speaking. He had no idea how to react to my simple, normal greeting.
Why? Because he was totally focused on his selling script and not on my reaction to it.
If you’ve been selling for a while, chances are you’ve been asked to use sales scripts to make cold calls. And even if you feel scripts are unnatural and impersonal, you’ve probably used them anyway because they were the only way you knew to start a conversation with prospects.
Maybe you’ve even made some sales using scripts.
But here are some questions you need to ask yourself.
*
How do you really feel when you use a script?
*
How do your prospects feel when they know you’re using a script? (And they do know.)
*
Most important, how many sales are you losing because you’re using a script?
When people call me and ask how they can throw out their scripts and cold call the natural way, the first thing I do is ask them whether they’re willing to role-play with me using their script.
As soon as they start reading their script, a couple of things happen. I hear their voices go up in volume so they sound enthusiastic. They also talk faster, and their voice takes on a canned, robotic quality. All these things trigger the negative “salesperson” stereotype.
After a few moments, I gently stop them and tell them they’re sounding like a totally different person from the one who called me and talked with me so naturally about their sales issues.
You know what they always say? “Ari, you are so right. When I use a script, I feel as if I can’t be myself. I feel like a robot or an actor, and it’s very awkward and uncomfortable. Is there any way I can be myself again?”
Here are 5 ways to throw out your linear selling script and be yourself again:
1. Admit that scripts make you sound “scripted.”
When you begin your sales script, prospects detect the very subtle change from your natural voice to your unnatural scripted voice within seconds. “Fine,” you might say, “I’ll just work on making myself sound natural.” But that in itself creates a conflict.
The first step is to realize and admit that you can’t “work at” being natural. However, you can let go of your script as a crutch. The idea may sound scary at first because you’ve been programmed to believe you have to have a script to make a successful cold call. It is possible to learn another way to make calls without a linear step-by-step script.
2. Start your cold call as a conversation, not a one-way pitch.
If you’re used to scripts, you’re probably shaking your head and wondering, “How the heck will I know what to say without a script?” You might want to ask yourself why you think you won’t know what to say, because the reason for that is important. It means you’re basing your call on what you have to offer -- and not on what’s important to the prospect, because you haven’t found that out yet.
Pitching your solution as soon as you begin a call is one of the biggest problems with linear sales scripts because you trigger sales pressure and cause prospects to react with defensiveness or even abrupt, immediate rejection.
Here’s another option. Write down 2 or 3 core issues or real problems (not benefits or features) that your product or service solves. Then take that “problem statement,” as I call it, and put it into words your prospect can understand. In fact, the wording should be so familiar to your prospects (because those are the words they use every day in their business) that when you start discussing the issue, they’ll feel a sense of comfort knowing that your mental focus is on helping them solve problems, not on making the sale.
3. Create openings rather than forcing a “yes.”
Selling scripts are designed to be linear and step by step so you can move calls in the direction you want them to go. From the traditional selling point of view, that direction is toward a “yes,” because if you don’t get a “yes” at the beginning of the cold call, you’re not “selling.” But that’s the biggest problem with scripts. They give you only one path to follow.
If you can start a conversation that triggers a “What do you mean?” response from your prospect, you’ll find you can explain yourself in a natural way that creates a two-way dialogue, which in turn lets you learn what you need to find out by flowing with the conversation, without feeling you’re getting off-track. Developing your problem statement makes this much easier.
4. Tape-record yourself talking with someone you know. Then record yourself reading your script.
Have you ever heard yourself calling a prospect and reading your script? Probably not. That’s why most people who use scripts think they sound natural. They’ve never heard themselves. But if you do this simple exercise, you’ll hear the same kinds of differences I hear when people role-play with me.
In our day-to-day personal relationships, we simply want to get to know and communicate with others. But when we go into sales situations using scripts, we have an agenda -- to make the sale. And because scripts trigger the perception that that’s all we want, the people you talk with sense this immediately and put up their guard. Between our hidden agenda and their reaction, there’s no chance to build trust through communication. Also, because we've been taught for so long that we have to control the process, we never stop to think that scripts make it impossible for us to be flexible in how we communicate and build trust.
5. Set a new goal for your calls. Focus on simply opening the conversation rather than trying to control it, so prospects will feel comfortable telling you the truth about their situation.
Does surrendering your use of a script seem scary? Try this alternative and see how it feels. Begin the conversation with “Hi, maybe you can help me out for a moment...” Most people will respond with something like, “Sure, how can I help?” You can say, “I’m just calling to see if (problem statement)...,” which makes it easy for the prospect to reply, “What do you mean?” or “Tell me more.” And after that, the possibilities of your conversation are endless.
What do I mean by this? If you target their issues, create a conversation around the problems or issues you know they’re facing, and explain how your solution solves those problems -- in a conversation that is completely void of sales pressure -- prospects will share their truth with you. They’ll tell you whether solving the issue is a priority, whether they have the resources to commit to it, and everything else you need to know.
When you let go of a linear script, you’ll find that you’ll no longer fumble for words if prospects get “off track” by taking the conversation away from your sales process and into their buying process. In fact, that’s exactly what you hope they’ll do, because that means they’re telling you the truth.
Now that you understand why linear step-by-step scripts create the negative “salesperson” stereotype by making it impossible for you to be your natural self, you can begin learning how to engage total strangers on the phone in ways that feel as comfortable as calling a friend.
Yes, it’s possible, and don’t let anyone tell you it’s not.
No More Selling Scripts 5 Ways to Be Yourself Again - To learn more about this author, visit Ari Galper's Website.
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Dave KurlanDave Kurlan is the founder and CEO of Objective Management Group, Inc., the industry leader in sales assessments and sales force evaluations, and the CEO of David Kurlan & Associates, Inc., a consulting firm specializing in sales force development. Dave has been a top rated speaker at Inc. Magazine's Conference on Growing the Company, the Sales & Marketing Management Conference and the Gazelles Sales & Marketing Summit. He has been featured on radio and TV, including World Business Review with General Norman Schwarzkopf, in Inc. Magazine, Selling Power Magazine, Sales & Marketing Management Magazine and Incentive Magazine. He is the author of Mindless Selling and Baseline Selling – How to Become a Sales Superstar by Using What You Already Know about the Game of Baseball. He created and wrote STAR, a proprietary recruiting process for hiring great salespeople, and he writes Understanding the Sales Force, a popular business Blog and is a contributing author to The Death of 20th Century Selling and 101 Great Ways to Improve Your Life, Volume 2. - Visit Dave Kurlan's Website |
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Linda RichardsonLinda Richardson is the Founder and Executive Chairwoman of Richardson, a global sales training and performance improvement company. As a recognized leader in the industry, she has won the coveted Stevie Award for Lifetime Achievement in Sales Excellence and she was identified by Training Industry, Inc. as one of the “Top 20 Most Influential Training Professionals.” Ms. Richardson is credited with the movement to Consultative Selling and is the author of ten books on selling and sales management, including Sales Coaching — Making the Great Leap from Sales Manager to Sales Coach, and Stop Telling, Start Selling. She teaches sales and management at the Wharton Graduate School of the University of Pennsylvania and the Wharton Executive Development Center. Linda is a frequent speaker at industry and client conferences, has been published extensively in industry and training journals, and has been featured in numerous publications, including The Wall Street Journal, Forbes, Nation’s Business, Selling Power, Success, and The Conference Board Magazine. Learn more about Richardson's sales training and performance improvement solutions at http://www.richardson.com web - Visit Linda Richardson's Website |
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George LudwigGeorge Ludwig is a recognized authority on sales strategy and peak performance psychology. An international speaker, trainer, and corporate consultant, he helps clients like Johnson & Johnson, Abbott Laboratories, Northwestern Mutual, CIGNA, and numerous others improve sales force effectiveness and performance. Though it's George's strategies and processes that help corporations increase productivity and performance, it's his tremendous energy and dynamism that spark the transformation. Again and again, clients remark on his amazing ability to unleash human capacity and inspire men and women to break out of their comfort zones. The result is a whole new type of salesperson. His customized presentations teach achievers to make stunning advances in their lives. From helping salespeople realize cherished dreams to helping corporations exponentially accelerate revenue streams, George Ludwig leaves audiences and individuals empowered, emboldened, and clamoring for more. George is the best-selling author of Power Selling: Seven Strategies for Cracking the Sales Code and Wise Moves: 60 Quick Tips to Improve Your Position in Life & Business. - Visit George Ludwig's Website |
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John PowerJohn Power, founder of Biltmore Franchise Consulting, has extensive experience developing and marketing franchises and business opportunities. He has been in and around franchising for over twenty years. From 1980 through 1990 he conceptualized, organized, and developed the American Video Association. He grew AVA to 2,000 national members, before selling the company it 1990. It was later merged into another home video marketing company. From 2000 to 2005 he worked as a contract marketing and human resources consultant to several local and national companies. In 2005 Mr. Power began working as a franchise development consultant on a full-time basis. Since that time he has helped more than three dozen companies initiate and develop their franchising program. He notes that there are many companies interested in developing a franchise program, and who need his specialized assistance. Mr. Power is a “hands-on” franchise consultant. He said, “I am the ‘nuts and bolts’ person who tends to the details for my clients.” Mr. Power holds a B.S. degree with a major in Marketing. See: www.biltmorefranchise.com You may contact Mr. Power at: jpower@biltmorefranchise.co - Visit John Power's Website |
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Staging DivaDebra Gould, aka The Staging Diva®, is President of Six Elements Inc., an internationally recognized home staging company. Inspired by many requests from aspiring home stagers wanting to start similar businesses, Gould created the Staging Diva Home Staging Business Training Program. Gould has trained over 1000 Staging Diva Graduates worldwide to start staging businesses. Buying decorating and selling six of her own homes in four years lead to an interest in real estate staging which she turned into a career with the launch of sixelements.com in 2002. Since then she has staged hundreds of homes in addition to teaching home staging training. Gould is the author of several home staging resources including a series of popular ebooks made up of a Design Guide, Color Guide and Portfolio Guide. For more information about Debra Gould visit stagingdiva.com. - Visit Staging Diva's Website |
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Jay Kubassek(Jay's Full Bio: EvanCarmichael.com/jaykubassek) In five years, Canadian-born entrepreneur Jay Kubassek went from selling mufflers at a Midas franchise to revolutionizing Internet marketing with the 2004 launch of CarbonCopyPRO, a online marketing education company, now worth over $20 million with customers in over 160 countries.
As an independent film producer, his upstart film fund Aliquot Films is currently producing a films with Spike Lee and Abel Fererra (starring Ethan Hawke and Dennis Hopper.)
Jay's entrepreneurial spirit is irrepressible. He’s the owner of five companies, a professional speaker and trainer, international real estate developer/investor, extreme sport enthusiast and emerging philanthropist. Jay resides in NYC with his wife Jamie, son Milo and dog Cooper. Visit Jay's official website: www.JayKubassek.com - Visit Jay Kubassek's Website |
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New Cold Calling and Sales Approach - Cold calling and sales guru and EvanCarmichael.com expert Ari Galper explains how the Unlock The Game sales approach can provide you with a framework for how to create trust over the phone when you are cold calling.
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