INTRODUCTION

Let me be shockingly honest.

The telephone is, has always been, and will continue to be your most potent method for selling physical products.

Not email.

Not social media.

The truth of the matter is that sales reps who do not master the phone end up failing, so it's time to stop viewing it as an enemy and view it as a money dispenser.

Telephones are more useful than the online world and email, because you're speaking to a real person rather than merely pressing keys, and you can substantially increase your odds of closing contracts, finding out the relevant info, and scheduling appointments.

Yet, many salespeople find it awkward to use the phone because they: Don't know what to say or how to say it. Wing it on every call and say stupid, embarrassing things that generate resistance and rejection. Don't have easy‐to‐execute telephone scripts that allow them to focus on their prospect rather than what to say. Don't have effective strategies for dealing with reflex responses, brush‐offs, and objections. What I find across the board, though, is that most salespeople don't know how to use the phone for sales because they've never been taught. This problem is exacerbated by the fact that at most companies, there is deficient to nonexistent telephone training. When companies do provide training, it is usually made up of complex, contrived methods developed by people who've never even successfully used the phone for sales. This approach never works in the real world with real prospects.Sadly, most salespeople are making egregious mistakes on the phone. Through their words and approach, they turn prospects off, get shut down, and create resistance where it didn't exist. In inside sales, you have mere seconds to get your prospect's attention. When you have a prospect on the phone, message matters. What you say and how you say it is often the difference between winning or losing the deal. This is where Mike Brooks comes in. Mike isn't a theorist. He's a trench warrior. He's walked in your shoes. Made the same mistakes, lived through the same pain, and dealt with rejection. He's also been phenomenally successful. Mike's formula for inside sales excellence was developed through trial and error—working with real prospects, in real time, in the real world. It was honed in the trenches, and it works! In this book, Power Phone Scripts: 500 WordforWord Questions, Phrases, and Conversations to Open and Close More Sales, Mike teaches you exactly what to say, when to say it, and how to say it. You'll learn the keys to getting past resistance, dealing with objections, and closing the deal. When you follow Mike's formula, you are guaranteed to improve your performance, boost your income, and attain the success you desire.

Why You Need Phone Scripts

Using phone scripts can help you achieve consistency and structure in your sales calls. When you have a script to follow, you can focus on building rapport with the prospect and understanding their needs, rather than worrying about what to say next. Phone scripts also allow you to anticipate objections and have prepared responses ready, increasing your chances of success on the call. By using phone scripts, you can become a more confident and effective salesperson, ultimately leading to more closed deals and increased revenue.

How to Use Phone Scripts Effectively

Phone scripts are a tool, not a crutch. To use them effectively, you need to customize them for your product or service and your target audience. Practice delivering the script until you can deliver it naturally and conversationally. Be prepared to adapt the script as necessary to respond to the prospect's specific needs and concerns. Remember, the goal is not to sound like a robot, but to use the script to guide the conversation and build a relationship with the prospect.

20 Phone Script Use Cases

• Cold calling prospects to generate leads

• Following up with leads after an initial meeting or call

• Scheduling appointments with potential customers

• Qualifying leads to determine if they are a good fit for your product or service

• Pitching your product or service to a potential customer

• Overcoming objections from prospects who are hesitant to buy

• Renewing contracts with current customers

• Upselling or cross-selling to existing customers

• Handling customer complaints or issues

• Conducting customer satisfaction surveys

• Inviting prospects to attend a webinar or event

• Collecting feedback from customers on a new product or service

• Conducting market research to understand customer needs and preferences

• Following up with customers who have expressed interest but have not yet purchased

• Re-engaging with dormant or inactive customers

• Offering a trial or demo of your product or service

• Closing a sale and handling the paperwork or payment process

• Offering a referral program to current customers

• Conducting a needs analysis to understand a prospect's pain points and goals

10 Mistakes to Avoid When Using Phone Scripts

Using phone scripts can be an effective way to communicate professionally and efficiently. However, certain mistakes can hinder the effectiveness of your conversations. Here are ten common mistakes to avoid when using phone scripts:

1. Lack of Preparation

Failing to prepare adequately before a phone call can lead to a lack of confidence and clarity during the conversation. Take the time to review the script, familiarize yourself with the content, and anticipate potential questions or objections.

2. Rigidly Sticking to the Script

While having a script is essential, it's important to avoid sounding robotic or impersonal. Instead of reading the script word for word, aim for a natural and conversational tone. Adapt the script to fit the specific needs of each caller and be open to deviating from it when necessary.

3. Not Listening Actively

One of the biggest mistakes is not actively listening to the caller. It's crucial to pay attention, understand their needs, and respond appropriately. Don't just focus on delivering your message; engage in a genuine conversation.

4. Overusing Technical Jargon

Using excessive technical jargon or industry-specific terms can confuse the caller and create a communication barrier. Adjust your language to match the caller's level of understanding, avoiding complex terms unless necessary.

5. Ignoring Nonverbal Cues

Nonverbal cues, such as tone of voice, pauses, or sighs, can provide valuable insights into the caller's emotions or concerns. Pay attention to these cues and respond empathetically. Ignoring nonverbal cues may make the caller feel unheard or frustrated.

6. Rushing the Conversation

In an effort to save time, some phone representatives tend to rush through the script. This can give the impression of impatience or indifference. Allow the conversation to flow naturally, giving the caller time to express their thoughts and concerns.

7. Failing to Customize the Script

Using a generic script without tailoring it to the specific needs of the caller can result in a lack of personalization. Take the time to understand the caller's background and concerns, and adapt the script accordingly. Personalization can enhance the caller's experience and increase their trust in your communication.

8. Not Offering Solutions or Assistance

A phone script should not only focus on relaying information but also aim to provide solutions and assistance. Be prepared to offer guidance, recommendations, or additional resources to address the caller's concerns. This proactive approach can help build trust and satisfaction.

9. Neglecting to Follow Up

Forgetting to follow up with the caller after the conversation can leave them feeling unheard or overlooked. Whenever possible, provide a timeline for resolution or promise to follow up on any pending issues. Following up shows your commitment to addressing their concerns and can foster positive customer relationships.

10. Lack of Empathy and Understanding

Lastly, failing to empathize and demonstrate understanding can result in a negative customer experience. Put yourself in the caller's shoes, acknowledge their frustrations, and show genuine concern. Displaying empathy and understanding can turn a potentially negative interaction into a positive one.

By avoiding these common mistakes, you can improve your phone conversations, provide excellent customer service, and enhance overall communication effectiveness.

The telephone is, has always been, and will continue to be your most potent method for selling physical products.

SUMMARY

Phone scripts can be a powerful tool for salespeople to achieve consistency and structure in their calls, anticipate objections, and build rapport with prospects. To use them effectively, customize them for your product and audience, practice delivering them conversationally, and be prepared to adapt to the prospect's needs and concerns.