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Inside sales talk script creation 5 steps!

Inside sales

For inside sales, if you create a talk script exclusively for inside sales, communication with customers will become smoother and it will be an opportunity to increase purchase motivation. If you use a talk script, you can roughly decide the flow and content of the talk, so even if you have little knowledge of sales activities, it will be easier to respond, and you can improve the rate of transition to business negotiations.

So, what kind of items are necessary for the talk script, and how should it be created?

In this article, we will introduce what you need to prepare before creating a talk script and the steps to create it. Let’s create a talk script by referring to this article.

Table of contents

  • What is an inside sales talk script?
    • What is talk script
    • Characteristics of inside sales talk scripts
  • 3 benefits of creating a talk script
    • ① You can standardize your sales skills
    • (2) New employee training becomes smoother
    • (3) Leads to an improvement in the closing rate of negotiations
  • Before creating a talk script
    • (1) Understand the results of inside sales
    • (2) Understand the problems of inside sales
    • ③ Organize the contents of the hearing
  • 5 items required for talk script
    • ①Greeting/Introduction
    • (2) Understanding customer issues, needs, and budgets
    • ③Introduction of own products
    • ④Closing
    • ⑤ Responses to questions
  • 5 steps to create a talk script
    • Step 1 Target setting
    • Step 2 Confirmation of purpose
    • Step 3 Item settings
    • Step 4 Create a talk flow
    • Step 5 Create detailed talk content
  • Three points when creating a talk script
    • (1) Can the customer’s interest be increased?
    • ② Do you refer to the opinions of top sales?
    • ③ Is it easy to use even for newcomers?
  • Two points when using talk script
    • ① Respond flexibly according to the situation
    • (2) Periodically review
  • 3 tools that can be used to create talk scripts
    • UPSELL TECHNOLOGIES | Talk script creation and call agency
    • Mitel|Speech analysis by AI
    • Visio | Diagramming tool that can be used when creating a talk flow
  • Talk scripts are critical to inside sales success

What is an inside sales talk script?

What exactly is an inside sales talk script?

What is talk script

A talk script is a script that defines the content and flow of conversations with customers in sales activities . By deciding the content and flow of the conversation in advance, the conversation with the customer will be smooth.

Creating a talk script has advantages such as standardizing the talk content of sales representatives and making it easier for newcomers to acquire skills. This is because the quality of communication will improve if you decide on the items to ask the customer and the items to appeal to.

Characteristics of inside sales talk scripts

The purpose of inside sales is to motivate prospective customers to purchase and lead to business negotiations. Therefore, inside sales talk scripts should include content that makes customers want to buy this product.

Specifically, it is necessary to explain the detailed features of the product, the benefits that the product gives to customers, and specific figures (introduction results and customer satisfaction). Also, in order to determine what information is necessary for the customer, it is effective to set interview items and listen to the customer’s needs and issues.

With a talk script, you can organize the information you need to convey to your customers, and you can make talks that increase the customer’s willingness to buy.

3 benefits of creating a talk script

Here are three benefits of creating a talk script.

  1. Standardize your sales skills
  2. Smooth training of new hires
  3. Leads to an improvement in the closing rate of negotiations

① You can standardize your sales skills

By creating a talk script, you can set the general flow of the talk and what to talk about, so you can standardize the quality of the talk. In addition, the quality of your talk will improve if you summarize the points that you should appeal to your company’s products and the benefits that will be given to customers.

In sales activities, there tends to be a difference in the appointment acquisition rate depending on the skills and know-how of each employee. However, if you create a talk script, you can improve the quality of the talks of all employees, which will lead to an improvement in the appointment acquisition rate.

(2) New employee training becomes smoother

With a talk script, it’s easier to teach new hires the tricks of the trade. This is because you can convey the items that you should talk about, the items that you should listen to, and the expressions that you can use.

Employees who have just started sales activities can feel at ease in sales activities as long as they have a certain amount of content to talk about. Also, by having a conversation along the talk script, you will be able to acquire communication know-how in sales activities.

If you are just starting out in sales, you may not know how to proceed with the conversation. If you decide in advance, “In such a case, I will present such data and appeal”, “I will answer such questions in this way”, etc., you can proceed with sales activities without hesitation.

(3) Leads to an improvement in the closing rate of negotiations

In inside sales, it is important to increase the customer’s willingness to buy.

Inside sales are non-face-to-face communication, so customers cannot directly see or touch the product. In order to get customers interested in such situations, it is necessary to persuade them using concrete data such as impressions of using the product.

If you summarize the impressions of using your product, you can tell a story that meets the needs of each customer. In other words, if you have a talk script, you can organize and talk about the information you need to convey, which will increase the customer’s willingness to buy.

Before creating a talk script

Before creating a talk script, there are a few things you should do. Here are three things you should do before creating a talk script.

  1. Understand inside sales results 
  2. Understand inside sales issues
  3. Organize the contents of the hearing

(1) Understand the results of inside sales

First of all, let’s figure out how much inside sales results are coming out at the moment.

Let’s analyze from the perspective of how many prospective customers there are at the moment, what percentage of them have been approached, and what percentage has actually led to business negotiations. Then, set a specific goal for how much you want to improve that number in the future.

Having a specific goal naturally increases motivation for inside sales and raises the awareness of all employees. Then think about what you need to do to reach your goals.

If you think about what kind of information should be provided and what kind of data should be used to appeal to increase the customer’s willingness to buy, it will be easier to understand what should be included in the talk script.

(2) Understand the problems of inside sales

Once you’ve seen the results of your inside sales, it’s time to figure out the pain points. When writing a talk script, you should think about how to solve the problem.

For example, if you are unable to listen to the customer’s issues and provide optimal information to each individual, you must carefully consider the items you should ask the customer. The organization of the hearing contents is introduced in the following headings.

③ Organize the contents of the hearing

After the conversation with the customer ends, in order to avoid thinking, “I forgot to ask that question” or “I should have asked this question,” organize the content of the interview beforehand and set the items. It will be smooth if you keep it.

In addition to the customer’s attributes (industry, department, position), what kind of product does the customer need now? Let’s organize Organizing in this way makes it easier to set hearing items.

5 items required for talk script

Here are the 5 items you need when creating a talk script.

  1. Greeting/self-introduction
  2. Understanding customer issues, needs, and budgets
  3. Introduction of our products
  4. Closing
  5. Answers to questions

①Greeting/Introduction

The first thing to think about is the flow of greetings and self-introductions. You need to think carefully because it affects the impression of your company.

If you add your company’s characteristics in one word instead of just giving your company name and name, it will be easier for customers to leave an impression. For example, greetings such as:

  • “My name is ✕✕ of △△ Co., Ltd., which develops and provides 〇〇 products.”
  • “I am ✕✕ from △△ Corporation, which provides 〇〇 services.”

Including product/service names and features in this way makes it easier to understand what kind of company your company is. At this time, it is also effective to briefly introduce the benefits and features of the product or service.

(2) Understanding customer issues, needs, and budgets

Next, ask your customers about their challenges and needs, as well as their budget for product introduction. Getting this information early on will help you decide what information to offer your customers and help you showcase your products.

For example, you might ask:

  • “Do you have any problems with using 〇〇 at the moment?”
  • “What points do you emphasize when considering 〇〇?”
  • “How much are you considering as a budget?”

When it comes to budgets, some customers may not want to go into detail. In preparation for such a case, it is also effective to add a word such as “It does not matter if it is rough”.

Record customer responses and share them with sales later.

③Introduction of own products

After getting some customer information, introduce the merits of your company’s products according to the customer’s problems and needs. It is effective to appeal using specific numerical values .

  • “We have a track record of increasing sales by 〇〇% after introducing our own products.”
  • “I will introduce an example of how overtime hours were reduced by 〇〇% after the introduction of this product.”
  • “Currently, our products are used by more than XX companies, and are also used by companies in the same industry as XX Corporation.”

By showing specific figures, it becomes easier to get a clear image of the product. In order to show such data, you should collect case studies of your company’s products on a daily basis.

④Closing

Once the conversation with the customer has progressed to some extent, let’s set up the next contact opportunity. Offering multiple options also makes it easier for the customer to make a choice.

  • “I would like to discuss your product in more detail. Would it be possible to conduct a video call? If so, please let me know a convenient date and time.”
  • I would like to send you a document summarizing our company’s products, would that be okay?
  • “If it’s okay with Mr. 〇〇, I’d like to hold a business meeting. Is there a date and time that is convenient for you?”

There is no need to force a deal with a customer who is not so eager to buy. For such customers, try to increase their willingness to buy over time by approaching them again later by phone or email, or by sending materials.

⑤ Responses to questions

Are you ready to respond instantly when a customer asks a question about your product? You can’t answer customer questions without knowing more about your product.

If you decide how to respond to questions, such as “If you get a question like this, answer like this”, you can proceed with the talk without hesitation. In promoting inside sales, let’s summarize the questions that customers may ask and the questions that have actually been asked.

For example, organize the features of the product from the perspective of “What are the benefits of introducing this product?” and “What is the difference from other companies’ products?” It’s a good idea to anticipate the questions your customers might ask.

5 steps to create a talk script

Here are 5 steps to create a talk script.

  1. Target setting
  2. Confirmation of purpose
  3. Item settings
  4. Create a talk flow
  5. Create details of talk content

Step 1 Target setting

First, select a target. Since the information to be provided changes depending on the customer attributes, let’s organize what kind of customers your company is targeting.

Analyze what kind of industries and job titles your company’s prospective customers have, and be aware of how to provide information and speak accordingly. Selecting a target also makes it easier for customers to understand the information they need.

For example, the size of the company to which the customer belongs will affect the budget for product introduction. If the customer’s company size is not very large, it is effective to introduce multiple price plans or introduce products with lower pricing than other companies.

Step 2 Confirmation of purpose

Next, let’s clarify the purpose of inside sales. If you set a numerical target for how many prospective customers you want to convert to business negotiations, it will be easier to think about what you should do to achieve the target, and your motivation will increase.

Plus, know what information to ask before moving to a deal. In order to make appeals based on more detailed data in business negotiations, it is necessary to have a detailed knowledge of the customer’s issues and needs.

Clarifying the purpose of inside sales and creating a talk script with a sense of purpose will improve the quality of the talk.

Step 3 Item settings

In order to improve the rate of transition to business negotiations and the closing rate of business negotiations, do not forget to ask about the points that customers are currently feeling and the points they want from the product. For that reason, it is necessary to set the hearing items carefully.

Before you start writing your talk script, work with your field sales team to organize the information you need to hear. Then, set specific items based on the organized contents.

For example, let’s set the following items.

  • Current challenges
  • product needs
  • Budget for product introduction
  • Presence or absence of purchasing decision

If the minimum items to be asked are decided, even if you are not used to sales activities, you will not miss important information. After setting the hearing items, it is even safer to set a check box.

Step 4 Create a talk flow

A talk flow is a graphical representation of the flow of a conversation with a customer, and has the advantage of being able to see at a glance what to talk about next. In the talk script, the content of the talk is described in detail, but the talk flow is described roughly, and the purpose is to grasp the flow rather than the detailed content.

For example, If the agency is OK, explain this content/If the agency is NG, explain the requirements'',If the purpose is explained and the response is good, set the next contact opportunity/If it is not so good, confirm whether or not the materials can be sent ”, etc. Let’s assume the response according to the other person’s answer and reaction. If you prepare items such as “If you get a question like this, answer this”, you can continue the conversation without hesitation on the phone.

Step 5 Create detailed talk content

Once you have decided on the hearing items and talk flow (rough flow of the talk), decide in detail what you will actually talk about. When creating the details, please decide on the expression and tone of voice when appealing the product.

In addition, if each salesperson thinks in their own words, they will not be speaking as if they are reading a script. At first, create a talk script with employees who are familiar with sales to some extent, and when other employees are accustomed to it, think about how to speak and what to say on their own.

Three points when creating a talk script

Here are three points to consider when creating a talk script.

  1. Can you increase the interest and interest of customers?
  2. Do you refer to the opinions of top sales?
  3. Is it easy to use even for newcomers?

(1) Can the customer’s interest be increased?

The purpose of inside sales is to provide information that is of interest to customers and to increase their willingness to purchase. To achieve this goal, you need to analyze your product in detail and be able to describe its features well.

In addition to the merits of the product, be sure to prepare specific implementation results and data. If you have detailed data, such as “Sales increased by XX% by introducing your product,” it will be easier to convince your customers.

Be aware of the purpose of inside sales and provide information that will make customers want to introduce this product and want to learn more about this product.

② Do you refer to the opinions of top sales?

When creating a talk script for the first time, it may be difficult to decide what items to include and what kind of content to include.

In such cases, ask your top salespeople who are used to selling. Let’s listen to the points that top sales are aware of during sales activities, frequently used expressions, and the flow of talks, and incorporate them.

③ Is it easy to use even for newcomers?

Talk scripts can also be used for training new employees. If you incorporate all the tips for sales activities, such as communication tips, talk flow, correct wording, etc., even newcomers can work on sales activities with peace of mind.

If you are new to sales, you may not know how to proceed. In such a case, it is safe if the minimum contents to listen and talk are decided.

You can create a talk script that is easy to use even for newcomers by adding notes to technical terms and incorporating the talk flow shown in the diagram.

Two points when using talk script

I will introduce two points when using the talk script.

① Respond flexibly according to the situation

The talk script is like a script for sales activities, but if you read it as it is, it will not be emotional and it will be difficult to appeal to customers. When you actually have a conversation with a customer, paraphrasing in your own words makes communication more natural.

Also, if you are asked a question that you did not expect, do not panic and answer as much as you can. Please respond flexibly to the situation on the spot and make use of it from the next time onwards.

(2) Periodically review

Regularly review the contents of the talk script. Incorporate the latest information in line with product upgrades and the passage of time.

In addition, if you make new discoveries as you conduct sales activities, let’s add them. For example, if you add frequently asked questions from customers and expressions that make customers respond well, you can create a better talk script for other employees.

3 tools that can be used to create talk scripts

Here are three tools you can use to create talk scripts.

  1. UPSELL TECHNOLOGIES | Talk script creation and call agency
  2. Mitel|Speech analysis by AI
  3. Visio | Diagramming tool that can be used when creating a talk flow

UPSELL TECHNOLOGIES | Talk script creation and call agency

At UPSELL TECHNOLOGIES, we create talk scripts and manuals that can be used for inside sales, and provide call agency services.

It has been used by more than 4,500 companies regardless of industry or business model. Based on this know-how, we will create a “selling” talk script and act as a caller.

Even if you don’t have much know-how or knowledge about inside sales or sales, you can rest assured that all telephone sales will be handled for you. Even if you’re short on manpower, you can work on inside sales.

Mitel|Speech analysis by AI

Mitel is an AI-equipped IP phone service provided by RevComm Inc.

Equipped with AI, it can analyze the way sales representatives speak in detail. Then, based on the analysis, the high-scoring salespeople can be identified.

In order to create a better talk script, it is effective to incorporate the speaking style and expressions of successful sales representatives. With Meetel, you can record your talks so you can listen to and analyze how high-performing sales reps speak.

It can be said that it is a very suitable tool for improving your talk skills and creating better talk scripts.

Visio | Diagramming tool that can be used when creating a talk flow

Visio is a diagramming tool provided by Microsoft. Useful when creating talk flows.

Visio comes with several templates and allows multiple people to work simultaneously in real time. Therefore, if you connect a telephone or video conferencing system, you can collaborate smoothly even when working remotely.

Visio can be used not only for creating talk flows, but also for creating materials and brainstorming. In addition, the security system is in place, so it is a tool that can be used with confidence.

Talk scripts are critical to inside sales success

In this article, I introduced how to create a talk script, points, and tools that can be used.

Having a talk script will not only give you peace of mind when communicating with customers, but it will also improve the quality of the talks of all employees and lead to an increase in the customer’s willingness to buy. Talk scripts will play a huge role in inside sales, where the goal is to motivate customers to buy.

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