When you look at the Universal Call back Script, what you have is a series of questions. It is these questions that help you to determine timing and motivation of a potential client.
When I listen to agents role-playing the Universal Call Back Script in our coaching sessions, they tend to say things or ask questions that have nothing to do with the script. Keep in mind that they have the script in front of them. So how can they get so far off track?
There are many reasons for this. They may feel that reading the questions straight from the script sounds too canned, or that the words are not in the exact order they would naturally speak them (-- i.e. it doesn't really sound like "them" talking), or maybe the person on the other end asks a question and they get flustered.
The Universal Call back Script is your compass. When in a conversation, if a potential client gets you off track, answer their question but then follow up with a question of your own. When you ask the questions, they have to take the time to answer you. Using the questions on the Universal Call Back Script will help you to determine if: a) this person is ready for an appointment; b) they are instead someone who is going in the pipeline for future follow up; or c) they are a lead that is going nowhere. Your goal on every call is to determine these three things. The way you do that is by asking questions.
Every question on the universal call back script is critical. Sometimes you can’t ask the questions in the exact order they're written because of the way the conversation is going. Yet by having your compass (The Universal Call Back Script) in front of you, you will know what questions still need to be asked. Making sure you control the conversation (rather than letting the person on the other end of the phone call the shots) will lead you to more appointments, more future business and ultimately more money in your pocket at the end of the day.
Don’t forget to ask questions, right? Wouldn’t you agree that the person who asks questions controls the conversation? The Universal Call Back Script is a series of questions, isn’t it? Do you see how I am controlling this conversation?
Ask more questions and experience the success that comes with it.
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