What do an exciting book, a sharp stand-up routine, or an emotional speaker’s speech have in common? They are all built on a well-thought-out script that captures the audience’s attention and leads them to the desired conclusion. In sales, the same principle applies: a well-structured script helps the manager confidently guide the conversation, overcome objections, and show the client that the product truly solves their problem. But how do you create a script that will be effective? Let’s figure it out.

What is a customer conversation script and why is it needed?

A customer conversation script is a ready-made plan that determines what the agent should say during a conversation with a client. It helps quickly and clearly address various situations, reducing mistakes and increasing work efficiency.

It is important that scripts do not limit employees but allow them to adapt their responses to specific circumstances. This ensures consistency in responses and maintains a high level of service.

Customer conversation scripts are necessary so that agents can effectively and quickly respond to various situations while maintaining a high level of service. Here are a few benefits of using them:

1. Quick issue resolution: scripts help agents find the necessary information and provide accurate answers, significantly reducing the time spent resolving customer issues.

2. Standardized service: they ensure consistent quality of interaction with all clients since each agent follows a clearly defined action plan.

3. Error reduction: using scripts reduces the likelihood of providing incorrect or unclear information, which increases the accuracy of responses.

These benefits help agents handle various situations quickly and efficiently.

How to create a conversation script for different situations?

To create an effective conversation script for different situations, it is important to follow a few key steps that will help ensure clear, result-oriented communication with the client.

1. Define the purpose of the conversation
Before starting, clearly define the goal. Do you want to close a deal, schedule the next meeting, or just continue the conversation? This will help maintain focus and improve the effectiveness of the interaction.

2. Know your audience
The script should match the client’s mood and needs. A person at the very beginning of their journey with your product needs a different approach than someone close to making a purchase. Consider the stage of the sale and adapt the script accordingly.

3. Introduce yourself and establish rapport
Always start the conversation by introducing yourself to create a comfortable atmosphere for the client. For example: “Hello, my name is [name], I work at [company]. How can I help?”

4. Ask questions
For effective interaction, ask open-ended questions to better understand the client’s needs. For example: “What tasks would you like to solve using our product?” This will help you find solutions that are truly useful for the client.

5. Offer solutions
After listening to the client, focus on how your product or service can solve their problem. Provide examples of how it has already helped others.

6. Use simple and clear phrases
Make sure your phrases are not too complicated, and that your proposals are easy to understand. This will reduce the risk of misunderstandings and make your offer more attractive.

7. Call to action
Don’t forget to include a clear call to action. If you want the client to sign up for a demo or make a purchase, ask them directly, for example: “Can we schedule a convenient time for the demo?”

With this approach, your script will not only be structured but also result-oriented, allowing you to interact effectively with clients at different stages of their journey. We’ve prepared a checklist for you to check the script’s readiness for use.

Examples of sales scripts

Let’s talk about what scripts can look like depending on your objectives. We’ll focus on four categories, which we will discuss in more detail: cold call scripts, service sales scripts, follow-up scripts, and objection handling scripts. Each of these categories has its own features and approaches that help achieve goals effectively at every stage of client interaction.

1. Cold Call Script
What is it?
A cold call script is a structured template for the first contact with a potential client. Its main goal is to capture the prospect’s interest in the product or service, initiate a dialogue, and create an opportunity for further interaction.

Example:

• Introduction:
  “Good day, [client’s name]! This is [your name] from [company name]. We help businesses reduce costs through process automation. Do you have a few minutes to discuss how we can help your company?”
• Identifying needs:
  “How do you currently solve the issue of [key problem, e.g., handling customer inquiries]?”
  “Are you satisfied with the speed and quality of your current solutions?”
• Presenting the solution:
  “We offer [short product or service description], which allows [key benefit]. This solution has already helped our clients, such as [client example], achieve [result].”
• Call to action:
  “We can organize a demo so you can see how it works. When would be a convenient time to discuss this further?”

2. Follow-Up Script

What is it?
A follow-up script is used when you need to reach out to a client after an initial contact. The goal is to maintain the client’s interest and provide additional information to help them make a decision.

Example:

• Introduction:
  “Good day, [client’s name]! This is [your name] from [company name]. Last time we spoke about [topic]. Have you had a chance to review our offer?”
• Engaging the client’s interest:
  “What do you think about [product/service benefits]?”
  “Do you have any additional questions or points that need clarification?”
• Additional benefits:
  “I would like to point out [product feature] that could be especially useful for your company.”
• Call to action:
  “If you’re interested, we can schedule a trial period or provide you with additional materials for review.”

3. Service Sales Script
What is it?
A service sales script is a template used to present specific services to clients and convince them of the benefits of cooperation.

Example:

• Introduction:
  “Good day, [client’s name]! This is [your name] from [company name]. We provide [service], which helps companies achieve [key goal].”
• Presenting the service:
  “For example, our clients use [service] to reduce costs on [process] by [percentage or amount]. This allows them to focus on the core tasks of their business.”
• Engaging the client:
  “Have you faced a similar situation in your work? How are you currently handling these issues?”
• Call to action:
  “I am ready to provide more information or organize a short presentation. Would it be convenient for you to discuss this tomorrow?”

4. Objection Handling Script
What is it?
An objection handling script is a template that helps respond to client objections and continue negotiations.

Example:

• Objection:
  “This is too expensive for us.”

When handling this objection, it’s important to determine if this is truly a budget issue or if the client doesn’t see the value in your solution. A valid question could be:

“Could you clarify whether it’s a budget concern or perhaps you’re worried that the solution may not pay off?”

In this case, you can continue the conversation by highlighting the greater value of your offer.

Response:
“I understand your concern. However, considering the savings our product provides, our clients often see a return on investment within [period]. Would you be interested in learning more about this?”Objection:
“We’re already working with another company.”
Response:
“It’s great that you are already using a similar solution. However, our service offers [unique advantage], which could significantly improve your results. Can we compare our capabilities?”

These scripts help adapt communication depending on the type of interaction with the client, allowing the salesperson to interact effectively at various stages of the sales process.

Use the power of NovaTalks to automate your customer support!

Even the best-designed scripts need an effective platform for their implementation. NovaTalks integrates all communication channels into a single interface, allowing you to automate processes and provide flawless service to clients. Start for free with a 14-day trial and feel how your team saves time and improves results!