Campaigners will create scripts for you to use while you're on a call. These scripts generally include the following sections:
- Introduction - tell the contact who you are, the name of the company you're calling from, and the reason for the call.
- Engage - get answers to the questions the campaigner wants you to ask.
- Close - Thank them for their time and clarify next steps.
These are the basic segments of a script. You will most likely see many versions of this including additional and more refined sections. The Campaigner may include a description of the company or a specific end of call sign off message they'd like you to read, etc.
Two things to keep in mind when reading scripts:
- Read the instructions carefully. The Campaigner will usually give you guidelines on how they want their scripts read. Should you be friendly, persistent, stern, formal? They'll tell you. They will also usually tell you if you have the freedom to improvise and make the script your own or if they want you to stick to the script as closely as possible.
Stick as closely to the script as possible, unless the Campaigner provides written instructions telling you it's ok to improvise.
- Do not skip saying "on a recorded line" if it's part of a script. You may see a few different variations for how this is written but the intent is to let the person you're call know that the call is being recorded. You won't see this all the time. But, just because you don't see it, doesn't mean the call isn't being recorded. Laws will vary depending on who you're calling. Sometimes you don't need to tell the person the call is being recorded.
This feature allows Campaigners to build scripts that will jump to the correct section based on the answer to the question you select. Here's a look at what the Campaigner see's when they are building their scripts.
If the Campaigner has set up a logic jump, you will automatically be taken to the next relevant question. You will see some questions grayed out because they no longer need to be answered based on the logic jumps the Campaigner created.
Don't worry, if you make a mistake, you can usually go back and edit the question before it and be taken to the right question.
What should I do if I don't know how to answer a question I'm asked during a call?
This happens from time to time. A lead will ask you a question and you won't know the answer. The Campaigner may not have provided you the answer.
Say something like this, "That's a great questions. I'm not 100 percent sure what the answer is, but I can make a note of you concern and pass it along. Would you like someone to follow up with you regarding the answer?"
This should open the door for a follow-up. Now this lead is a warm lead and the sales conversation the Campaigner will have with them will be much more productive.