Professionals understand the importance of anticipating what to say and how to deliver it best to prospective clients. Being able to anticipate what to say and how to say it to your clients can make you appear more professional and help with your success rate.
However, this isn’t done by luck, this is achieved by preparing for all possible responses before activating a call. Before you pick up the phone you should have a clear purpose of why you are contacting this person. Writing down ‘cheat points’ and practicing the delivery will help create the perfect script.
Not convinced yet? Here are my top six reasons to use a script:
1) They give you confidence you may otherwise lack
2) Keeps you on track and focused
3) You can achieve more 'yes' replies
4) Maintains your momentum
5) Helps duplicate your success
6) Helps the customer or client understand the purpose of the call sooner
My team at LJ Hooker Cessnock/Kurri Kurri is constantly developing new scripts for our property investment management department. Do not rest on just one script; instead ensure you are always updating your words.
But the preparation for the ‘perfect’ client call starts before even picking up the script. I ensure that my desk is clear of clutter, I prepare before the call, I know the outcome I want (the business), I consider the responses and improvise where necessary. I ensure I listen and most important, I carefully respond to any questions.
I have personally found by using a script I have won new business over the phone without physically meeting the clients face to face.
I strongly encourage every property management team to create their own scripts and dialogues; this can be for rent arrears, management fee increases, repairs and maintenance, listing objections, prospecting. A well-practiced script can successfully work for all areas of the property management business.