Every good franchise will have scripts. Be it to answer the phone to taking orders to how to do a sales appointment. The thing with scripts is to remember firstly, don’t read them! The second thing is to put a little bit of you into it.
Add some tonality to your script, don’t sound like it is the one thousandth time you are saying the words.
If there is a word in the script that you are not comfortable with, change it for something that means the same thing but easier or that you are more confident to use. For example, instead of saying something like my colleagues and I, you might say my team and I. Same meaning, but will give you more confidence.
You need to train your team on this too. No point doing all this work if they are going to sound like a broken record! Make sure they understand why we say or do things in the script at certain times. How this helps us in the business? What it means for the customer? What information are we really trying to get across or what information are we trying to gather?
Scripts are really important in your business, but remember, words only make up 7% of our communication, it is how we say those words and our body language that will really communicate what it is we are saying.
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