Scripts? Really?

I think scripts are too much about “salespeople” talking instead of agents listening.

I'm not interested in selling to people who don't want to buy a home. I'm interested in helping people solve their problems.

I worked in sales once upon a time that used scripts and for a $100 product it might be ok. I think that real estate has too many liabilities and complexities to fit into that box.

Maybe you'll say that I have scripts because I have most of the answers on the tip of my tongue, but I would disagree. Scripts are about shaping the outcome of the “discussion” so that the end result is the same every time. If you are consulting with your client and looking out for their interest and not yours, I don't think scripts entire into the equation.

Scripts? Really?

I think scripts are too much about “salespeople” talking instead of agents listening.

I'm not interested in selling to people who don't want to buy a home. I'm interested in helping people solve their problems.

I worked in sales once upon a time that used scripts and for a $100 product it might be ok. I think that real estate has too many liabilities and complexities to fit into that box.

Maybe you'll say that I have scripts because I have most of the answers on the tip of my tongue, but I would disagree. Scripts are about shaping the outcome of the “discussion” so that the end result is the same every time. If you are consulting with your client and looking out for their interest and not yours, I don't think scripts entire into the equation.

Scripts? Really?

I think scripts are too much about “salespeople” talking instead of agents listening.

I'm not interested in selling to people who don't want to buy a home. I'm interested in helping people solve their problems.

I worked in sales once upon a time that used scripts and for a $100 product it might be ok. I think that real estate has too many liabilities and complexities to fit into that box.

Maybe you'll say that I have scripts because I have most of the answers on the tip of my tongue, but I would disagree. Scripts are about shaping the outcome of the “discussion” so that the end result is the same every time. If you are consulting with your client and looking out for their interest and not yours, I don't think scripts entire into the equation.

Scripts dehumanize. In fact, this whole post dehumanizes the clients.

Scripts dehumanize. In fact, this whole post dehumanizes the clients.

Scripts dehumanize. In fact, this whole post dehumanizes the clients.

Are you kidding me? Had I read this ten years ago I would have cringed. Today I want to scream across the web and warn agents who read this not to follow this advice.

The only way you are going to truly convert folks which is just an utterly sucky way of saying influencing them to work with you, is to burn those scripts to ashes and be yourself.

Answer questions with utter honesty and offer responses based on the needs of that individual rather than a pre-packed response you pull from a vacuum sealed can

If you need a script to be honest or supply answers, get our of real estate and join a political party.

This industry needs real people.
Honest people.
People who can answer questions on their own.
Write copy on their own.
Have a personal perspective born out of their own experience and knowledge.

Not parrots. Robots. Automatons.

Are you kidding me? Had I read this ten years ago I would have cringed. Today I want to scream across the web and warn agents who read this not to follow this advice.

The only way you are going to truly convert folks which is just an utterly sucky way of saying influencing them to work with you, is to burn those scripts to ashes and be yourself.

Answer questions with utter honesty and offer responses based on the needs of that individual rather than a pre-packed response you pull from a vacuum sealed can

If you need a script to be honest or supply answers, get our of real estate and join a political party.

This industry needs real people.
Honest people.
People who can answer questions on their own.
Write copy on their own.
Have a personal perspective born out of their own experience and knowledge.

Not parrots. Robots. Automatons.

Are you kidding me? Had I read this ten years ago I would have cringed. Today I want to scream across the web and warn agents who read this not to follow this advice.

The only way you are going to truly convert folks which is just an utterly sucky way of saying influencing them to work with you, is to burn those scripts to ashes and be yourself.

Answer questions with utter honesty and offer responses based on the needs of that individual rather than a pre-packed response you pull from a vacuum sealed can

If you need a script to be honest or supply answers, get our of real estate and join a political party.

This industry needs real people.
Honest people.
People who can answer questions on their own.
Write copy on their own.
Have a personal perspective born out of their own experience and knowledge.

Not parrots. Robots. Automatons.

I LOVE this idea…

I am going to file this script next to my “What to say to girls” script, or my “How to speak to my friends” script or my favorite, “What to say when I am at dinner with Mom and Dad” script…

I keep all of those scripts on file because I have virtually NO respect for any of those people and I dont really care enough to engage in a unique MEANINGFUL conversation with them. In fact, I consider it a TOTAL WASTE of time actually LISTENING to what they are saying… No, What they are MEANING, and providing thoughtful, valuable, engaging responses…

I just kinda ignore them all and read my script…. (although I never really get invited back….hmmmm)

I LOVE this idea…

I am going to file this script next to my “What to say to girls” script, or my “How to speak to my friends” script or my favorite, “What to say when I am at dinner with Mom and Dad” script…

I keep all of those scripts on file because I have virtually NO respect for any of those people and I dont really care enough to engage in a unique MEANINGFUL conversation with them. In fact, I consider it a TOTAL WASTE of time actually LISTENING to what they are saying… No, What they are MEANING, and providing thoughtful, valuable, engaging responses…

I just kinda ignore them all and read my script…. (although I never really get invited back….hmmmm)

I LOVE this idea…

I am going to file this script next to my “What to say to girls” script, or my “How to speak to my friends” script or my favorite, “What to say when I am at dinner with Mom and Dad” script…

I keep all of those scripts on file because I have virtually NO respect for any of those people and I dont really care enough to engage in a unique MEANINGFUL conversation with them. In fact, I consider it a TOTAL WASTE of time actually LISTENING to what they are saying… No, What they are MEANING, and providing thoughtful, valuable, engaging responses…

I just kinda ignore them all and read my script…. (although I never really get invited back….hmmmm)

I've got nothing against having a systemic way to follow up with prospect. My problem with this post is that the system suggested here, is right out of an ATT Long Distance Operations Manual.

I've got nothing against having a systematic way to follow up with prospects. My problem with this post is that the system suggested here is right out of an ATT Long Distance Operations Manual.

I've got nothing against having a systematic way to follow up with prospects. My problem with this post is that the system suggested here is right out of an ATT Long Distance Operations Manual.

I'm just going to add it to my subliminal sleep tape.

Always repeat the answer back and positively reply with “great, super, good for you, interesting, really, your kidding”.

Let them know (I mean think) you are paying attention to them.

I'm just going to add it to my subliminal sleep tape.

Always repeat the answer back and positively reply with “great, super, good for you, interesting, really, your kidding”.

Let them know (I mean think) you are paying attention to them.

I agree that everyone has a “script” (of sorts) in their head about how to go about converting a lead to a client. If you ask me, even if that script exists in the back of your mind, thinking about that process as a “script” is entirely the wrong approach. It's obvious when I get a canned e-mail that has been sent to numerous people. I don't tend to respond to those people. I think home buyers and sellers are probably the same way.

The more personal — and “un scripted” — you can make a conversation, the better chance you'll convert them in the end. At least IMO.

I agree that everyone has a “script” (of sorts) in their head about how to go about converting a lead to a client. If you ask me, even if that script exists in the back of your mind, thinking about that process as a “script” is entirely the wrong approach. It's obvious when I get a canned e-mail that has been sent to numerous people. I don't tend to respond to those people. I think home buyers and sellers are probably the same way.

The more personal — and “un scripted” — you can make a conversation, the better chance you'll convert them in the end. At least IMO.

I agree that everyone has a “script” (of sorts) in their head about how to go about converting a lead to a client. If you ask me, even if that script exists in the back of your mind, thinking about that process as a “script” is entirely the wrong approach. It's obvious when I get a canned e-mail that has been sent to numerous people. I don't tend to respond to those people. I think home buyers and sellers are probably the same way.

The more personal — and “un scripted” — you can make a conversation, the better chance you'll convert them in the end. At least IMO.

Jeff, Perhaps what you meant to suggest directed at those new in the business is a way to have a conversation with a potential client. Back in the old days one of my mentors, Steve Games, used to say you might as well have something productive to say, otherwise you're just going to spew mental vomit.

I think that Marc with 1000watt is spot on in saying that we as an industry need to be real, be honest, and have some real life experiences and advice to share with our Clients and customers.

I'm sure that you didn't think your post would attract so much attention – but as you can tell you may want to rethink our vocation as salesperson, and more as human.

Jeff, Perhaps what you meant to suggest directed at those new in the business is a way to have a conversation with a potential client. Back in the old days one of my mentors, Steve Games, used to say you might as well have something productive to say, otherwise you're just going to spew mental vomit.

I think that Marc with 1000watt is spot on in saying that we as an industry need to be real, be honest, and have some real life experiences and advice to share with our Clients and customers.

I'm sure that you didn't think your post would attract so much attention – but as you can tell you may want to rethink our vocation as salesperson, and more as human.

What's most interesting about this whole debate about being 'scripted' seems to be misplaced focused on hokey sales pitches and gaming – even being disingenuous or non-truthful.

When I view being scripted I'm viewing it as a series of key questions you ask to determine the exact requirements of the buyer or seller. You're going extremely deep – ABOUT THEIR NEEDED AND DESIRES – and all without any premise of the outcome – in order words you are completely disconnected from the sales result and outcome.

In addition, these questions allow a professional to ascertain whether they can assist the party – and in a manner which provides a very high level of customer service.

Most common consumer response – “You have spent more time understanding our needs and desires – thank you!” and “We so appreciate the fact that your process for ascertaining if we should work together was direct and truthful…No other agent was as honest”

These are right out of written responses or quotes from consumers.

So, if being scripted results in these types of results by having a defined, truthful process, then I'm 100% behind it.

The days of learning lots of closes, gimmicks and silly phrases are gone. Going deep, understanding their needs through a detailed set of scripted questions wins everytime.

And yes, being active vs. passively sitting back and letting a consumer try to self-discover everything does not result in the best result for them. Forget the agent's agenda, if we're professionals and we have (or should have) tremendous value based on our market knowledge and transactional experience. Another opportunity to share this wealth of value through asking great questions and providing insight. Consumers may purchase a few homes in their lifetime. Think of the agents you've dealt with and their understanding of the business if they've only sold a few houses – and your need to assist them in getting through the process – now imagine a consumer's needs.

Ask great questions – and you'll get results!

Scripts are the poster child for everything that is wrong with our profession. At Chez Berg, we have what we call the “bad word bucket.” Some of the bad apples are just annoying, like “plethora,” while others are overused, like “at the end of the day.” While I think I understand the intent here (polish and practice make for a good presentation), this is full of bad words — leads, systems, convert. Yes, we have to meet new clients; yes, we make business decisions about how to do that; and yes, we ultimately want to earn their business. It's semantics perhaps, but it is also a mindset.

Here is what I think makes for a good script – experience and sincerity. Or, put another way, stories. Instead of delivering a memorized, rote dog-and-pony show, I prefer to think of my interviews as a conversation. I have real-life examples to underscore any argument or answer any question. It's the meat in the message, the proof in the pudding.

We scream, “Respect me!” but we think it is OK to behave like opportunistic ambulance chasers, and then we wonder why we are the butt of a very old joke. And, by the way, your clients and mine will read this, which just serves to take us down that path a little further.

Lest I regret this in the morning, you make one good point: Listen to your audience! Beyond that, the “script” should be about responding to needs, about counseling and advising, and about communicating and demonstrating those skill sets and that experience that make you worthy of the client's trust and for their particular situation.

You won't win every time, but you will sleep nights. And we will all be better off for it.

This is another example of how we are so absorbed with getting the business that we forget about doing the business. Selling clients and hurling scripts make for a job; being passionate about what you do and how well you do it makes for a career. By taking the latter approach, I will lose to a few slick salesmen (as I have this month), but in the long haul, I will win — guaranteed. Unless, that is, I am outnumbered in the long haul by a self-serving culture that takes the whole industry down with the stereotype.

Wow !!! Thanks for the feed back.

I am glad to see I am making friends and influencing people 😉

I had no idea a simple script, procedure or outline designed to better help a potential client would spark so much conversation. I couldn’t find anywhere in the post that said you should not be real, sincere or dishonest. Nor could I find anywhere I suggested you should try to convince somebody to do something they didn’t want to do.

1.It simply is about following up and having a REAL CONVERSATION (being real, honest & sincere  ) to see what you can do to help or answer any real estate questions they may have.

2.Addressing what they inquired about.

3.Educating them on the market.

4.Letting them know how you can serve them.

5.Finding out more about their needs and wants ( So you can help them)

6.If they are not ready they can continue to use your site as a tool and you are there to help if they need it

7.Letting them know about lenders and the importance if they are ready.

As I mentioned in the post, you are probably already going through a process like this. Why not see if you can actually improve what you are asking and saying to your prospects. They might appreciate it.
Doctors go through a similar process to help their patients. Pilots go through a check list make sure everything is working correctly before they take off.

Most Top Producers usually do more business because they ask the right questions, tell the truth, are sincere and in return are able to help more people. It is not because they are not real, dishonest or trying to convince somebody to do something they do not want to do. Just the opposite.

Thanks again for all the responses and have a great week! Look forward to more stimulating conversation.

It seems to me that nearly everyone that has posted here understands that this is about changing the old dialogue, it's about recognizing clients as people, not just as leads/conversions. It's about genuinely engaging in conversation with them and genuinely serving their unique needs.

Unfortunately, the tone of your original post reads much like the script of a very manipulative salesperson that doesn't have a whole lot of respect for the individual they are dealing with. Manipulating them with shallow replies that are only meant to make them feel comfy, convince them you are their advocate, perhaps persuading them to do something they really don't want to do, in the name of earning a buck. That is, at least partially, what got us into the mess we're in now in this economy.

“The poster child for everything wrong with our profession”

That's a bit over the top don't you think?

“leads, systems, convert”

Might as well add salesperson to the list as well, but it is what you are and what you do in this business.

How about calling an IDX system a real estate search engine? Semantics?

If he had used the term “outline” or “have a game plan”, the reaction would have been different. The thing is, when you generate huge amounts of inquiries that feed several buyer agents, as Jeff does, then having a system of qualifying buyers with immediate follow up is a necessity. However, if you consider it good to have that one buyer inquiry a day, then telling stories is probably the way to go.

I'll bet before you go on a listing presentation, you have some type of verbal or written qualifying of the seller. Call it a script or an outline, but its a step beyond flying by the seat of your pants, and likely the same thing you go thru with each prospective seller.

I'm actually amazed by the fact that agents just assume everyone goes into situations with scripts. Actually, throughout my career (20 years on Madison Ave) and the last ten in real estate technology, only agents have scripts. The rest of us, just know our business, know our products and relate to clients, prospects, people naturally and individually without resorting to patented answers. I recently read a script written by Mike Ferry that my son gave me to look over presented to him by his mentor at his brokerage. The answers suggested in there were offensive to the point of disgust. Such as:

Q: Can you reduce your commission?
A: No, next question please.

Anyway, Jeff, good of you to continue this conversation.

Wow!

Some of my favorite people jumping in on this one.

So, (hold on, let me get my armor out) for a decade, early 90's to early 2000's, I was a trainer teaching an event called the Productivity School (the blogger attended and I coached him personally.)

During this 4 day training we assisted real estate professionals (well over 20,000 people) on effective delivery of some fundamental dialogues. We taught rapport, qualifying, listening skills, listing presentations, objection handling and closes etc etc… you all know the drill.)

The upside, people that were good, got really good at connecting and engaging.

And, people that had strong human connectivity, but never did anything, removed fears.

The downside, people that were bad, got really bad!

Now, back to TODAY…

There is a HUGE need for skills in our industry. Certainly, no one here can deny that (see per person productivity reports from every company in North America – boom or bust.)

The 2010 approach is the teach the power of engagement. How to engage people in meaningful conversations about what they want, why they want it, what problems or obstacles they may face and how you can resolve their issues in a meaningful way.

So, my stance is (armor please) the vast majority of the real estate community desperately need skills (just like a race car driver, an attorney, an airline pilot, a brain surgeon and my son's 3rd grade teacher)… not just a script to “read” AT someone.

So, the question is what skills do you believe you need to work on?

Strategy Matters & Passion Rules!

Tom Ferry
Founder, CEO
Your Coach
http://www.YourCoach.com
888.866.3377 o

So Marc, how would you answer the question if someone asked if you would cut your commission?

The point of MF's answer was to not try and justify the answer to the question – just answer it. The “next question” part could just as easily have been, “Any other questions?” Not sure if you realize how many agents have a hard time just answering a question and staying on point.

“only agents have scripts.”

Really? I send short sale clients to tax attorneys and CPAs and they all have an outline they work from to assess the situation. I met with an estate attorney last week and he did as well.

That is really all he is talking about. Some media types call them talking points.

Wow, my “scripts” suck.

“Hi, this is Jay”

And it diverges wildly from there depending on countless factors.

The problem may be in the word 'script'. It implies that the dialogue is one-sided and insensitive to the responses or needs of a client. I'm going to fall in the middle of the road on this one – because I don't think it is black and white.

We all have scripts for everything we do – we just may not call them 'scripts'. We learn what works – not just for ourselves – but what serves our family, our children, our clients. There's a reason we take parenting classes, or read books on relationships, etc. Sometimes just rollin' with the stuff on the tip of our tongue isn't always the wisest course of action.

In working with clients, many agents don't think of appropriate responses to client questions ahead of time. I've watched colleagues verbally throw up on people that simply ask, “How's the market?” making it about themselves, how they are doing rather than focusing on why someone might have asked about market conditions.

Many sales people need training to force themselves to learn to ask the right questions. Years ago, I would get sign calls like – “What's the price on 123 Main St?” I would proceed to give the price, the square footage, the room count, etc. Pathetic, sad, and in retrospect…embarrassing.

Today, if I get that type of call, I give the price and ask, “Is that in the price range you are looking for?” It's not about me – it's about helping my clients get what they want. Conversion went up. Quality of service went up. Am I lacking authenticity? Am I less engaged, less sincere because I'm conscious of how to respond? Actually, I think it's the opposite.

Call it a script. Call it skills. Let's not get stuck in semantics. I want authentic dealings as much as the next guy. Learning what to say, and how to listen, is part of providing great service. Because I think of what to say before I speak doesn't make me less authentic and sincere in my dealings.

I'm tagging this to follow it later 🙂

/gets popcorn.

Pushy scripts with some salesy sprinkled on top are not kosher. Period. But in my mind, political correctness when it comes to real estate terms makes me want to barf as well. You mean to tell me that because you changed the word for lead or prospect, you are somehow more in tune with your clients' needs? Please.

The conversation has to be about helping the person on the other line by answering their questions or providing some direction when their quest is general. But there has to be some structure. You will always ask about the property they're seeking, their preapproval status etc etc. And if it makes you feel any better, you can randomize the order so you can't be accused of scripting.

I raised a question last night on Twitter that compared scripts to a well designed real estate web site. We design our sites to interact with our potential customers that we have never seen, never meet. We position elements on the pages to attract the most attention, to call consumers to action. We are playing on the emotional process of buying a home by using imagery both in our carefully worded content, and the use of multimedia. We use years of statistic research and our understanding of online consumer behavior to do one thing, produce leads. And if our web site is not producing leads, then we need to fire it and get a new one. I think most would agree with this so far.

Once you have it down, then that successful design can be duplicated for each real estate broker or brokerage. Is this a genuine approach to real estate? Or are we falling into another trap of impersonal service? We design our sites to be a honey pot; the consumer can’t help themselves but dive in.

So my question last night was how is this any different than using a script? We are doing something online that can produce predictable results. Scripts do the same thing. It allows people to have an idea in their mind, a roadmap in a sense, on how a conversation might go. Does it always go according to the script? Ask those that use them, the conversation probably never go according to plan. But instead of tripping all over themselves in a conversation, it will flow much better, and help answer the questions the customer is asking.

The argument I got back was that a well designed site changes to meet brand, geo, and consumer expectations, so it is a service to the consumer, it is not a script.

But a script can be changed to meet brand, geo and consumer expectations as well to meet their expectations. And it is impossible to design a website to meet every consumer’s wants and needs. We are publishing content that appeals to the widest audience and that will bring us predictable results. How is this not an impersonal approach?

So for everyone that is looking to pick up a boulder and stone real estate brokers that utilize scripts, are we being hypocritical for using similar strategies online under a different banner?

Scripts have their purpose; they can be used as a foundation to help brokers sharpen their conversation skills. Those brokers who are lazy and read directly off of them, yeah… throw a rock! But those that use them as learning tool and then improvise and elaborate on them with their real world experiences, I say they are now one up on the competition.

Like linseyplaneta said, sometimes just rolling with whatever comes to mind is not very wise. Did you hear what happened when that guy from FirstHorizon made a tongue in cheek comment about suing before asking questions? I bet everyone in the company wished he had a script in front of him. I agree with the points Cottrell Realty and linseyplaneta made in their comments.

Let’s not forget what the bottom line is to brokers and brokerages, it is to sell real estate. That is your job. What good does it do us to have 20 listings that are overpriced, but because we are friends with the sellers, we are afraid to tell them they are overpriced. You know what’s going to happen? Their house might not ever sell. And then they will have to re-list with a broker that used their conversation skills to convince them a price decrease was in order, then it will sell. You should have rehearsed some conversations in your mind or wrote them down to help your sellers realize they were overpriced! The only logical way to do this is to create a script for yourself to navigate through this touchy subject. You have to be careful what you say here, don’t just wing it!

Scripts didn’t get us into this huge housing mess, consumer GREED got us into this mess. During the boom years anybody could sell a house, it didn’t take any skill. Houses with a single photo of a toilet in the MLS would sell because it seemed like a good investment. That’s what made real estate a joke, all these wanabee brokers jumping into the business to make an easy buck, and consumer greed buying up everything they could to flip it 30 days later. It’s not so easy anymore, and the number of brokers has dropped. Now it’s back to skills.

Conversation skills should be top priority if you want to make it in this business. If you want to carry a good conversation you need to know your subject matter and be passionate about what you do. You have to learn to be a people person. Listening more then you talk, and tailoring your service to each individual. Whatever vehicle brokers decide to use to achieve this, whether it is scripted or impromptu, it can be sincere both ways, or it can be BS both ways, it’s up to you.

Interesting. I read this post in my reader and found it to be a nice review of the things we need to remember when talking to consumers. It's not so much a script that leads people or interrupts, but a road map designed to ask the right question in order to provide the best service.

It was later that night I noticed a couple of agents RT a comment on Twitter that I actually stopped by here. Without that Tweet I never would have made the connection.

It's funny how we process information differently. I didn't see anything in this post that was offensive. I use “scripts” in my head to keep myself on track. I've been using them for 25 years in the business.

They work for me. I also find when I am “on” I don't hang up the phone saying “darn, I forget to ask them this.”

I've found asking clients questions shows them you are interested in them and their situation. They actually like it.

One thing does puzzle and concern me though. It is something related to the ReTweets. Maybe I'm old fashioned but the REALTOR COE is ingrained in my DNA. Publicly calling out another REALTOR for his opinion or thoughts is a total no-no.

So yes, I was appalled, but for a totally different reason.

Peace.

[…] Greet BoxThere is a discussion going on right now on GeekEstateBlog which is talking about how to Qualify Your Prospects To Convert More Leads. In this blog post the writer used a script as an example on how one might best talk to a web […]

[…] lively, spirited discussion has arisen at GeekEstate Blog over the debut post by Jeff Manson advocating the use of scripts to convert more leads into clients. A little […]

There is a world of difference between being “on message” and being a mindless parrot on every call you make or take. Well prepared messaging IS essential to successful marketing (and yes, I'm talking about physically writing down what it is that you do well, your take on how your market is doing and what it is you do and don't believe in.) So, if you use “scripts” to document your messaging, GREAT … just be wary of the fact that scripts *can* also turn you into a mindless parrot if you're not careful (i.e. don't friggin' read from them while you're on a call.)

I choose to give Jeff the benefit of the doubt that that's not what he was advocating.

To me, sales is about asking the right questions, listening to the customers answers, and using your knowledge to guide them appropriately. Pretty simplistic, nothing flashy. The key is to ask, listen, and guide. Written scripts or not, we've gotta start the dialogue somewhere.

There is a world of difference between being “on message” and being a mindless parrot on every call you make or take. Well prepared messaging IS essential to successful marketing (and yes, I’m talking about physically writing down what it is that you do well, your take on how your market is doing and what it is you do and don’t believe in.) So, if you use “scripts” to document your messaging, GREAT … just be wary of the fact that scripts *can* also turn you into a mindless parrot if you’re not careful (i.e. don’t friggin’ read from them while you’re on a call.)

I choose to give Jeff the benefit of the doubt that that’s not what he was advocating.

Tom Ferry, You are right on for those early in the business or that don't get it:

“The 2010 approach is the teach the power of engagement. How to engage people in meaningful conversations about what they want, why they want it, what problems or obstacles they may face and how you can resolve their issues in a meaningful way.

So, my stance is (armor please) the vast majority of the real estate community desperately need skills (just like a race car driver, an attorney, an airline pilot, a brain surgeon and my son's 3rd grade teacher)… not just a script to “read” AT someone.”

Jay Thompson your right on for the rest of us…

“Hi, this is Jay”

And it diverges wildly from there depending on countless factors.”

But then the conversation and experiences are already in our heads

The ignorance in this thread is daunting.

Tom's apparently to modest to say it out loud, so I will. His organization's scripts have been directly responsible for North America's largest producers. Producers I might add, who're still embarrassing the so-called 2.0 wizards — a group made mostly of wannabes and self described gurus. I know many of these script using agents, and they dominate their markets. 2.0? I'm a great promoter of that approach, along with 1.0, but the script folks wet their pants laughing at 2.0 — all the way to the bank.

As I said elsewhere tonight, the dinosaur script users aren't dead yet. In fact the ones who know what they're doing, (and they're still legion) pay more taxes than the average anti-script agent tilting against windmills of which they know very little.

Those 'shameful' scripts have been, and still are crushing most of the 2.0 competition.

[…] Qualify Your Prospects To Convert More Leads […]

What do you think when some telemarketer calls you and starts to read a script?

Scripts and checklists and all such things are great learning tools (so you know roughly what to say). But as soon as it sounds mechanical or automated (and/or you are not listening), you're a complete loser and I'll hang up on you within seconds.

But, on the other hand, if you master your “gift of gab” and engage me in a great conversation (asking the same questions) – then you might just sell something to the salesman.

Just thinking about it on the receiving end of the phone call

[…] Greet BoxThere is a discussion going on right now on GeekEstateBlog which is talking about how to Qualify Your Prospects To Convert More Leads. In this blog post the writer used a script as an example on how one might best talk to a web […]

[…] I call a prospective client for the first time I don’t use a script to qualify and understand what they’re looking for. Instead, I have a general idea of the […]

You raise an interesting point. I don't use a script but I think there's probably something to be said for using one, especially if the agent lacks confidence calling people they don't know or gets easily flustered. That being said, one has to be very careful that it doesn't sound like one is reading from a script. I can always tell when someone is using a script with me on the phone and I usually don't give them the time of day. I like the idea of a punch list because then there's little chance you're going to resort to reading the script. That being said, I don't use a punch list either! I just wing it every time and like Jay, what I say is wildly divergent from one convo to the next. I think that it's not possible to work with every person that you come across and that if you can quickly develop a rapport with someone on the phone without a script and just by being naturally you, you'll probably enjoy working with that person. So I say nix the scripts and just be you! 😀

You raise an interesting point. I don't use a script but I think there's probably something to be said for using one, especially if the agent lacks confidence calling people they don't know or gets easily flustered. That being said, one has to be very careful that it doesn't sound like one is reading from a script. I can always tell when someone is using a script with me on the phone and I usually don't give them the time of day. I like the idea of a punch list because then there's little chance you're going to resort to reading the script. That being said, I don't use a punch list either! I just wing it every time and like Jay, what I say is wildly divergent from one convo to the next. I think that it's not possible to work with every person that you come across and that if you can quickly develop a rapport with someone on the phone without a script and just by being naturally you, you'll probably enjoy working with that person. So I say nix the scripts and just be you! 😀