Know When To Improvise, Telemarketing Speaker And Author Urges
Know When To Improvise, Telemarketing Speaker And Author Urges
I’m a strong believer in using telemarketing scripts. These are pattered conversational paths that predictably and reliably lead to sales.
Professionals use scripts not because we like them. We use them because we are mature enough to appreciate that without them we’ll aimlessly wander through a desert of dialogue.
Scripts impose discipline, serving the purpose of time management. But they cannot be allowed to become lock-step monsters, making every conversation a clone of the last.
For example, I had a very productive telephone meeting with a corporate executive during which I outlined my ideas for an entirely new type of customer satisfaction training program. This concept is so new, in fact, that he was the very first person to whom I presented it.
So, he didn’t hear a polished, proven rendering but instead a first draft of my
script. And by necessity, I had to improvise, but only to a point.
When the proper time arrived, I knew I had to close to get assent to submit a proposal, yet I needed to sense how enthusiastic he was about moving forward. A mistake at that moment, for example by perceiving more interest than he actually had, would consign me to doing needless development work and endless follow-ups with him. And he’d be avoiding me, which is a waste of his time.
My close had to accomplish a lot, but not ask for more commitment than I had earned to that point, nor more than I really needed.
I stopped and asked: “Does this sound…” and then I paused to find just the right word, “Attractive to you?” I continued.
I could hear a smile in his voice, as he undoubtedly recognized I was seeking a signal from him, but I was also carefully calibrating and measuring my
message, so he responded genuinely to the content.
“Yes, we need to be looking into ideas like this that can give us a potential breakthrough,” he replied, to my delight.
Looking back on an extensive career in sales and sales training, I don’t recall having ever used the word “attractive” in a similar context. But that improvisation struck just the right note.
When you’re developing a new presentation, allow room for creativity. By doing so, you’ll stumble upon some words and phrases that will help in continuously improving it.
Dr. Gary S. Goodman is a top-ranked negotiation speaker, telemarketing speaker, and customer service speaker at Google, and a distinguished, sought-after sales speaker, motivational speaker, and attorney. President of Customersatisfaction.com, he is a frequent TV and radio commentator and the best-selling author of 12 books
and more than 1,700 articles that appear in 25,000 publications. President of Customersatisfaction.com, Gary conducts seminars and speaks at convention programs around the world. His new audio program is Nightingale-Conant’s “Crystal Clear Communication: How to Explain Anything Clearly in Speech & Writing.” His web site is:http://www.customersatisfaction.com, and professional speaking, seminar, and consulting invitations can be addressed to:gary@customersatisfaction.com.
Dr. Gary S. Goodman is a top-ranked negotiation speaker, telemarketing speaker, and customer service speaker at Google, and a distinguished, sought-after sales speaker, motivational speaker, and attorney. President of Customersatisfaction.com, he is a frequent TV and radio commentator and the best-selling author of 12 books and more than 1,700 articles that appear in 25,000 publications. President of Customersatisfaction.com, Gary conducts seminars and speaks at convention programs around the world. His new audio program is Nightingale-Conant’s “Crystal Clear Communication: How to Explain Anything Clearly in Speech & Writing.” His web site is:http://www.customersatisfaction.com, and professional speaking, seminar, and consulting invitations can be addressed to:gary@customersatisfaction.com.
Article from articlesbase.com
