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Sales: It’s All in the Script… Or Is It?

Sales v2

If you want to sound like everyone else or worse still, sound like a robot and completely turn your customers away, then scripted selling is the way to go.

The modern day consumer is rapidly changing and evolving. They have access to more information than ever before, and they have a greater ability to research, compare and shop around than what was possible for previous generations.

Because of this the modern consumer is becoming more educated and savvy around what they want, what they know is now available to them and they have more options to experience this than ever before.

With so many options available, more and more people are now wanting a memorable buying experience and specific tailoring as so they should.

Don’t get me wrong, a script can be a solid starting point, however it is the flexibility of models that enable the personality of the sales professional to shine.

Some customers don’t want the fluff stuff (chit chat and typical ice breakers and rapport building) and in fact, not building rapport with these people is actually building rapport. Their mindset is “ I like this person, they are getting straight to the point and not BS’ing me and this in their mind is rapport.

They want to know what’s in it for them from the start, very time conscious and love bottom line figures (not all the working out initially, this comes after) and are very time conscious.

Now compare this to another type of customer who is repelled by quick, fast passed conversations, up front facts and no reference to testimonials and personal opinions. This type of person that DOES want to know about you, your experience levels and the more they know about you, the more they will then feel inclined to share about themselves and coincidently open up.

The fact of the matter is, there is no magic script, otherwise I would spend my time written golden scripts and selling them off to the highest bidder.

Surround yourself with flexible and adaptable models that allow you to tailor conversations for every customer and have you feeling more real and authentic at the same.

Let me give you an example of rapport building.

It is often said that there are common rapport building questions you can ask to break the ice and get people feeling comfortable…Look at pictures on their wall or desk and talk about this, where do they work, family, holidays, current events, sport and the list goes on and most salespeople will fish from this pond.

What happens when none of these work? The sale is virtually doomed as there is now little or now rapport or worse still, that feeling of uncomfortableness, both sides can feel it and know what was trying to be achieved, which simply failed dismally. We then awkwardly try to move onto the next step in the sales process… yuck!

ALF is a rapport building model that simply allows you the freedom to be guided by your customer and take any direction that it may and have you feeling ok by this.

What does ALF stand for?

Ask – Ask a question, you just need a starting point.

Listen – Listen to the answer (most people are thinking, “what should I say next?” when other are responding to the initial question).

Formulate – Formulate your next question based on their answer.

In summary, you are asking questions on people’s answers and in turn, you will then be talking about something they are happy to talk about.

This model is a powerful way to create commonality without the rigour of HAVING to say A then B then C and if that doesn’t work, we ask ourselves, where to next… it then becomes even more uncomfortable.

Free yourself of script, create a prompt and focus on learning and creating models that allow flexibility and let your personality shine which is what the modern consumer is aching for – a connection.

Share your best sales tip in the comments!

About Petar Lackovic


Petar Lackovic is the Head of Training & Development for The Entourage and a highly sought after international entrepreneur, advisor and speaker who specialises in creating and implementing successful sales processes that produce tried and proven, consistent world-class results.

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