Isn’t This Acting? How Top Salespeople Succeed
Actors are just highly compensated salespeople. If they’re good, they sell you on a character and you buy it!
All actors use words that someone else wrote. Like the pro’s, you need to practice enough to make the script become you. It must be natural. The bottom line is that most people don’t like scripts because they’re not willing to practice.
Check your attitude and enthusiasm.
No script in the world will help you win over a client if your attitude is negative and your energy is low. Enthusiasm must be doubled over the phone or it will be lost to the client. When the phone rings, take a deep breath, smile and refer to your script.
Introduce yourself and offer assistance right up front by saying, “This is (YOUR NAME) and I can help you!” Unlike a face to face greeting, you don’t want to ask the customer’s name until later in the conversation.
Ask questions about the product or service they are interested in immediately. Utilize open-ended questions and get the client talking. For this very reason, using a script, with predetermined questions, actually works!
“But those aren’t my words!”
In training classes we encourage the use and memorization of scripts, presentations, responses to objections and transitional phrases. And we often get responses like, “I can’t do that because it’s just not me” or “since those aren’t my words, they’ll sound canned”. While we understand the concern, we would argue that almost all positive behavior is learned. And if you want to be successful, you had better learn to adopt certain aspects of the acting profession.
Here are a few guidelines:
- Prepare yourself mentally – attitude is everything
- Begin with something simple like a greeting
- Role play with other staff members
- Use the same words over and over
- Video tape or record yourself
- Practice in front of a mirror
- Pay attention to your body language