In previous articles, we talked about how scripts help sell more, how to write them, and what happens when managers have no phone call scenarios.

Now I want to tell on an example, than work of sellers with scripts on handy carriers differs from work in the specialized interface.
We also briefly compare the available solutions for using scripts in order to understand when it is reasonable to use them.


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So, the options that we have and which we used ourselves:

• Printouts, paper cards, stickers
• Text files, spreadsheets
• Wiki pages, html files
• Script builder

Situation: we have planned an event and it needs to be sold.

There are few landing pages and advertising for successful sales of events, so we are starting active sales by phone.
Sellers do not know the features of the event, the identity of the speaker, options for price offers and other important aspects of the conversation.

What we do to launch sales:

1. The specialist paints a script based on past sales experience, based on information about the speaker, conditions of participation, UTP.



2. The script is instructed, together with the sellers, adjustments are made if they arise.
3. The group elder generates lists of calls to potential participants of this event for sellers.
4. Sellers open the necessary script, according to which they will work today and see a list of incomplete calls:



5. After selecting the call, the seller immediately sees who he will call, which company, which phone, and what the senior group recommends him:



6. Next, the script leads the seller through the conversation, giving answers to all the answers and objections of the client.



Displays the necessary customer information from CRM during the conversation:



7. And recalls what needs to be done at each stage. In this case, you can provide links to the necessary actions and documents, or immediately edit the information in CRM:





8. Then the seller selects the next scheduled call and continues to work.

Is it possible to organize the same business process with available tools?

Obviously not. Sellers constantly have to switch from sheet, file, wiki to CRM.
You need to manually search for the field in the contact or company card, move from the call description to the company card, create a letter, and divert your attention to a variety of media and interfaces.

All these inconveniences have a strong effect on the result - sellers call less, spend more time talking and doing things after it.

Less calls - less sales. The difference can be expressed in tens of percent, and even be less than planned at times.

Of course, sometimes you can do with simple solutions.

Below are the pros and cons of various tools for working with telephone scripts.

Printouts, paper cards, stickers
Pros:

• Almost free.
• With brief scripts and a small number of managers, an ample solution.

Minuses:

• If the script does not fit into 5 responses, chaos begins.
• Finding information in complex scripts is very difficult.
• Easy navigation through event options is not possible.
• The script is completely separated from the CRM, it is impossible to automate the routine.
• The need to reprint the script with each change.
• Knowledge is stored in a text document, which makes it difficult to visualize the structure of the dialogue.

Text files, spreadsheets
Pros:

• Is free.
• With short scripts and a small number of managers - an ample solution.

Minuses:

• Inconvenient and long search on the script during a conversation.
• Complicated creation of event navigation.
• The ability to integrate with CRM is missing.
• Difficult visual visualization of the structure of the dialogue.

Wiki pages, html files
Pros:

• Almost free.
• You can create event navigation.
• Can be used for fairly voluminous scripts.

Minuses:

• The possibilities for integration with CRM are minimal.
• Requires knowledge to work with wiki / html editors.
• There is no convenient visualization of the structure of the script for editing.

You can see how the scripts are created in our application on this video:

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PS we continue integration, soon Megaplan and amoCRM: