How to Write a Phone Script

I will use an example to show you how this works. I will use a fictitious company that sells Risk Analysis Software. Here I state my name, company, USP (see previous post), and why I am calling.

"Hi, my name is Kim Pestana. I work for Risk Assessment, which specializes in developing Risk Analysis and Assessment software to mitigate risk for various industries. Our HIPAA Risk Analysis Software has reduced the time spent on risk analysis by 70 to 80 percent, so you can spend your valuable time staying solution-oriented rather than focusing on the problems."

Once you say your introduction. STOP! You want the client to identify that s/he is the proper person who oversees HIPAA Risk Management. Your next goal is to either set an appointment if you are an outside sales rep or, if you are an inside sales rep, engage them in conversation about their needs by asking open-ended questions.

Remember to SMILE as you talk. People can "hear" a smile. It magically sets a wonderful, peaceful tone of voice that relaxes the listener. Speak slowly and at the end of each sentence lower your voice, as Obama does it. If you raise your voice at the end of your sentence, it will sound like a question. I have made this mistake early on when I was not prepared and it reflected the lack of confidence I had at the time. In time, you will know this script fairly well and will not have to use it. But when you are new or your product is new, you want to use as many tools as possible to make that right first impression.

Job seekers: you can make this work for you too! You can write a script that will help you network to find your next job.

I never found practicing in front of a mirror helpful. I always found that by practicing in front of another person to be the most helpful. I ask them not only to listen to the content but to note my facial expressions and body language as well.

Try it and let me know how it works for you!

How to Cold Call Via the Telephone

Cold calling is a little bit unnerving, even to the most seasoned sales rep. Having had intensive training by medical and pharmaceutical companies, I have found the secret to self-confidence. It stems back to getting back from sales training and being psyched to go out and sell as a result of this training.

If you work for a company that does not provide the level of sales training that discusses opening statements, Unique Selling Proposition, and what objections to anticipate and how to overcome them, then you have some work to do.

Here is a list of what you need to hit the ground running:

1. A phone script to explain who your are, where you work and what they do, and the purpose of your call.
2. A paragraph of what your company's "USP" or "Unique Selling Proposition" is. This is a summary of what makes your product and/or service stand out from the competition.
3. A list of features and benefits for the product and/or service you are presenting.
4. A list of anticipated objections and written responses to these objections.
5. A list of open-ended questions to ask the customer/client. 

Once you have this list completed, reread the information and rehearse it aloud with a friend. Call them and practice the phone script. Meet with them and practice delivery of the USP and features/benefits. Tell them to give you one or two objections from the list. Practice setting a conversational style by using the open-ended questions to get and keep the conversation flowing.