The 4 Scripts
Regular Service
OTC
Move in- Move Out
Outbound
Let’s start with Regular Service - the mainstay of our business, how we grow sales. At this point the owner and the CSR, or two office staff, should be doing a role play. Keep it simple, just read it, don’t try to be perfect until it becomes more natural. It is tried and true- the people who read it sound the best.
Let’s do a Role Play for each script. (Open each one up)
Tips for Role Playing-
Don’t make it difficult until you’ve learned it
Someone is the CSR and someone is the customer Switch and reverse roles Listen to recorded calls and share opportunities to improve Ensure they are hitting the important points. Ex. - “Typically…” Celebrate the wins- give positive feedback
Reviewing Calls-
Are you smiling through the phone?
Are you utilizing social proofing and alternative language ?
Return to Top
By using the SCRIPT
Made with FlippingBook - Online catalogs