Selling Insurance Plans - Some Advice For Script Writers - Raj Wadhwani - ContactCenterWorld.com Blog
It's 6:50pm here and I just took a call from a company working on behalf of AMEX. I don't mind taking sales calls but when the agent has to reel off a long winded speech, not pausing even to take a breath for what seemed like 2 minutes, I had forgotten what benefits she had quoted - there were so many thrown down the line at me and not once was there any effort to fact find.
Credit where credit is due to the agent - she sounded friendly but what happened to common courtesy? she did not even ask if I had a few minutes to talk - just assumed that this was so important I had to listen to her ramble. She sounded out of breath and it was obvious that this was the script from, well you know.
So script writers out there, here are a few pointers if you are interested:
1. Ask the person you are calling if they are free to talk - a 'no' is not a go away, but an opportunity to schedule a time to call again.
2. When you have a product to introduce, ask a question or two first then tailor your solution to the customers needs - just throwing out information and lots of it, is a waste of time.
Open questions are good. And if AMEX were as smart as I thought they were, then they would have noticed I travel a lot from my expenses so mentioning things that are relevant would get me more interested.
3. Give the sales agent more tools - was good that the agent could direct me to a website for more info (I had to push for a way to compare before just signing up), but would be better if they asked if they could email me or mail me a pack then follow-up. I mentioned to the agent when she gave me the link americanexpress.com/Canada that I reach the same page by going to americanexpress.ca - she didn’t acknowledge this first time as she was in her set piece mode, so I stated it again - the scriptwriters should know this sort of stuff to make it easier for the agents
4. And please, its never good to ask 'How are you?' when you talk to a brand new prospect - imagine how bad the call would go if I responded "terrible - just lost my job"" or "my cat just died" or "not well" etc - one of the worst things you can do and totally smacks of a 'sales' call
anyway, just a few pointers!
Publish Date: March 24, 2011 12:07 AM