Scripting and Call Guides This is an area of great controversy. I am an advocate of planning, yes scripting, the opening of any call so that we are sure we get and keep the attention of the prospect/customer. This should be practiced and be efficient. This is not an easy part of the call. There are several do not do, ever phrases which we can share with you. We believe that any outbound call should be made by a person who has been fully trained in both communication and sales skills (phone sales) and product training. The two do go hand in hand to provide a high level of confidence by the caller which is, in turn, something the recipient will react to, also. Call Guides are created to provide a road map for the associate. Even Kathy Pabst Robshaw, with all of her experience, prepared a script for herself for her calls. It gives that 'little bit' of confidence and comfort. This is an area that the Total Telephone Effectiveness Company will be happy to explore with you and, following an assessment, provide you with ideas and thoughts that will increase your results and reduce turnover.
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