The main criteria for a script include clarity, brevity and consistency. It is important to convey key information to the client in a way that gradually strengthens his trust in the company. The final goal of the conversation is to achieve the desired action by the client, which he performs freely, without unnecessary pressure or persuasion.
In order for the client to achieve the desired mailing address example philippines result, it is necessary to develop a script with a logical and well-thought-out structure.
Start of dialogue
The first stage of a telephone conversation is to greet the other person and clearly explain the reason for your call. It is important to avoid long pauses to create the impression of natural communication.
Start of dialogue
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Once the client expresses willingness to continue the conversation, ask how he prefers to be addressed. Your main task is to emphasize the benefit of the upcoming communication, for example, by mentioning the possibility of getting a free version of the product that may be useful to him. For example :
— Hello, I'm Alexey, the food delivery service manager. We're running a promotion for new customers: buy one pizza, get the second one for free. Want to know more?
We identify the client's key problems
In the second stage, you determine the customer’s needs and their interest in your product or service. Let’s look at the example of a flower delivery company. Customers are usually divided into two categories:
make orders regularly, for example, for gifts to their significant other;
They order flowers only during holidays.
Some customers may be interested in a loyalty program for regular customers. Others will be attracted by unique offers, such as bouquets of candies and plush toys or special discounts on selected assortments.
To understand the needs of the consumer, it is enough to ask three or four questions. It is important to pay attention to the details concerning the product or service in the answers. For example :
— Are you going to buy jewelry soon? — Yes, I plan to please my wife with a gift. — Excellent! Our store has received a new series of jewelry made of white gold, decorated with precious stones. We offer a 3% discount to the first ten customers.