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#461: Use Phone Scripts For More Professional Interactions

Posted By Mark Haas CMC FIMC, Monday, December 20, 2010
Updated: Monday, December 20, 2010
I like to have freewheeling conversations with prospects, letting them explore various aspects of my services and talk about whatever is on their mind. How important is uniformity in telephone calls with prospects and clients?

There is a tradeoff between flexibility and thoroughness in such conversations. While it is important to go with the flow and be responsive to emerging prospect and client issues, there is also value in assuring you maintain control in these conversations.

A phone script is as much a process as any financial or operational process a consultant would improve for a client. Telephone salespeople use scripts to assure that all desired points are covered and in a specific sequence. They regularly evaluate scripts for effectiveness and modify them as needed to improve desired outcomes.

Having a script does not preclude flexibility. You can still address issues that are not on the script, either ones you think of during the conversation or issues a prospect or client raises. A script just means you have thought out the conversation ahead of time and makes it less likely you will say after the call ends, "Gee, I wish I had thought of/said that during the call."

Tip: Prepare a series of scripts or outlines for each type of important call. For example, you might prepare separate scripts for "cold calls," referral calls, inquiries, project kickoff calls, etc. For each call, list the desired outcomes, information you need for the conversation, main topics to be covered and the sequence in which you prefer to cover them, risks and your approach to dealing with each, records of prior calls (including results of any action items for which you were responsible), and expected next steps after this call. You will appear, and actually be, more prepared and on top of the conversation and more likely to achieve the outcomes you want.

© 2010 Institute of Management Consultants USA

Tags:  communication  reputation 

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Comments on this post...

Michael E. Cohen CMC MBA says...
Posted Tuesday, December 21, 2010
The word "script" suggests a speech of some kind. It sounds like what you are really referring to is a detailed list of topics or a detiled outline of topics to over- as opposed to the actual verbiage you will be using. Are my interpretation and assumpttion corect?
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Mark Haas CMC FIMC says...
Posted Wednesday, December 22, 2010
Phone scripts or interview scripts are the term of art used in survey research or marketing to refer to, at a minimum, a flow of topics in a conversation or interview or, at most, the literal sequence of sentences uttered (think telephone fundraisers, who start wit a literal script and have a series of canned responses depending on how the discussion goes).
Permalink to this Comment }

Michael E. Cohen CMC MBA says...
Posted Thursday, December 23, 2010
Ok, so it is more than a list of topics or an outline.

Although I'm sure than an outline or list of topics is a miminum and may suffice in many cases.
Permalink to this Comment }

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