Old Blog I wrote from when I was Internet Director at Teddy Nissan…I still Preach This!!!
As anyone who has truely done this before understands, you cannot always follow a script 100% because of the objections that get thrown in. This is why we constantly have to update our skills and come up with new wordtracks. Ideally, we can build a whole book of things to say and teach how to say them. I know I have one rep that has been consistently following my lead and listening to how I am on the phone. She took all of my habits. Sometimes I hear her and I laugh because she said something to the customer that most people would be afraid to say. She then tells me that I created the monster in her.
I recommend that anyone who is managing an internet/bdc department to be proactive in having these daily meetings and constantly add to the knowledge that is already established. If we are going to grow we are going to have to be creative and not be afraid to try new things. When a newspaper advertisement, direct mailer, or email blast is about to be released, go over it with your team. Teach them the details and how to overcome objections. Using the typical old school scripts and trying to get them in will result in failure and disappointment on the customers end. If you do not give them information , someone else will. But at the same time, give a little information and take a little information. Make it an even exchange. This will allow for having more control over the conversation.