Script Science 1
What is our Body Language during, "Good morning/afternoon/evening!"
Body Language: Smile and wave!
What words do we emphasize in the "Opening Pitch"?
WERE & DOWN THE ROAD
Why do we emphasize "WERE" in the opening pitch?
Why: Creates a hypothetical scenario that’s easier to respond to
What is "Set the Expecation"
Have you ever heard of our company, ZINTEX?
So Sam’s Club/Costco teamed up with my company, ZINTEX, and what we’re doing for all the members is giving a free quote with a 10% Discount towards a more up to date [Bathtub / Walk in shower / Specified Product]
The way it works is REALLY SIMPLE, we come out to your home to measure and inspect the bathtubs, go over the styles and options we offer, and LEAVE you with a quote.
But the BEST PART is…were you planning on updating the baths ANYTIME soon? That's actually PERFECT! Because the quote is COMPLETELY FREE, there’s no obligations to buy ANYTHING and it’s guaranteed in writing for if you EVER want to put it to use.
Why do we emphasize the word "Still" during "Qualify"?
Why?: This creates a sense of urgency
What is a scientifically proven way to build trust?
Breaking the touch barrier
What is "Transition To Jones Close"
I’ll just make a note that we spoke and leave you with some information. (Casually open up your ipad to salesforce) I know we’re in (city), are you from (city) as well or what town do you live in?
What should your tone be during "ZINTEX Contact Info"?
•Tone: Very assumptive. We are telling them, not asking. Speak with kindness and high energy. Have fun with this!
What is the order of questions we ask during Collecting Information?
City
How many baths
Original Baths?
Zip
Address
Cell
Alt #
Last Name
Email
Spouse
Spouse Cell
Why do we emphasize "REALLY SIMPLE" and "LEAVE" during "Set the Expectation"?
Why: If the homeowners feel that the process will be arduous, they will feel more inclined to cancel
Why: This makes them feel that we’re not trying to sell them, or overstay our welcome.
What are 3 "Tips for Success" for the "Opening Pitch"
Avoid eye contact until you’re ready to start your pitch.
Start your pitch 6-10ft away whenever possible
Attempt to warm up with customers as much as possible before going into the pitch
What is "Transition to Set the Expectation?"
This ACTUALLY makes sense for you.. Let me leave you some information so WHENEVER you are ready to get the baths done, we can help save you some money. Sound fair?
What is our body language during "But the BEST PART is…were you plan on updating the Baths ANYTIME soon? "
Body Language: Big smile while maintaining eye contact
How do you respond if a member tells you after the "Opening Pitch" , "We already got it done!"?
Nice! I love to ask, did you end up doing a bathtub, or walk in shower?
Well, a lot of the member’s we’ve been speaking to have been doing their bathtubs in stages. How many do you have left to do?
Why do we say "Spouse Reminder"
Make the homeowner your advocate. Prepare them for the conversation to come.
What body language do we want while delivering "Cancellation Script"?
Body Language: Maintain eye contact
Confirmation Call Script - Verbatim (Tuesday Appointment)
Also we will give you a call Monday, just make sure you pick that up. It will be one of our dispatchers making sure no plans have changed. Can you make sure to pick that up? Ok thanks.
What is the science behind asking "I hope you're doing well today?"
Pattern Interrupt
What is the "Spouse Reminder" for a Single Decision Maker Set
Single Decision Maker Set: “And again, keep in mind the quote is COMPLETELY FREE, there’s no obligations to buy ANYTHING, and it will be guaranteed in writing if you EVER want to put it to use."
What word in the pitch specifically is designed to help you "Speak with Conviction"?
this ACTUALLY makes sense for you
What are the 5 primary categories that define STEP ZERO
Mental Preparation: Knowledge of all scripts, practicing your tonality and delivery to ensure a smooth and informative conversation. Having a clear mind to be able to actively listen to the customer and assess their needs.
Physical Preparation: Ensuring proper attire, comfortable footwear, and having all necessary materials (ipad, cell phone, everything fully charged..etc. Making sure to eat food and drinks that fuel your day, not slow it down.
Positive Mindset: Cultivating a confident and optimistic attitude, believing in the value of the product and the ability to help homeowners.
Goal Setting: Establishing clear objectives for the day, and having personal and professional goals written out, and reviewed regularly.
Visualization: Picturing successful interactions and positive outcomes, building self-belief and motivation.
Do the entire "Jones Close" for John and Debra. They both are off work today.
Jones Effect:
Ok that actually works out great! We have experts seeing other members in (City) later today.
Time Close:
What I’ll do for you is have my expert come over today at 2pm or does 6pm work better for you?
Decision Maker “A” Confirm:
Great. So 6pm today works for you?
Decision Maker “B” Confirm:
And does 6pm today work for (Spouse/Decision maker) as well?
Confirming Availability
Awesome, do you or (Spouse/Decision Maker) have ANY plans after (Set time) we would be getting in the way of?
Scheduling Transition:
During Call Center Hours: Ok great, thank you for your patience, I’m gonna send this over to my live scheduler and call to make sure that (Date and Time) is still available and I’ll get you right back to your day!
What are 3 things you want to avoid doing during the "Cancellation Script"
•Nodding your head in agreement.
•Being overbearing or asking for sympathy.
•Smiling or joking
Most importantly you don’t have to agree to the quote. So if there is ANY reason at all that you would cancel this time, that's okay, but I’d appreciate a heads up now. Cancellations do impact how I’m evaluated. Are you sure tonight at 6 works for you AND for (Spouse/Decision Maker)? Ok sounds good.
Stacking Yes's: We start with simple, low-pressure questions and gradually move to more important ones. This creates a pattern of agreement, making the homeowner more open to answering even the tougher questions.
The Yes Train: The more "yes" answers we get, the more likely the homeowner is to continue agreeing and ultimately follow through.
Gradual Resistance: The key is to increase the difficulty of questions slowly, so the homeowner doesn't feel pressured or uncomfortable.
Assumptive Questions: For sensitive topics, we phrase questions in a way that assumes the answer, while keeping our focus on the ipad. This helps avoid direct confrontation and makes it easier for the homeowner to provide information.