Sales Scripts

This article describes the structure of and the use of Sales Scripts within the Forth CRM. The article is organized into the following sections:

• Overview
• Script Field Types
• Creating a sales script
• Editing or deleting a sales script
• Using a sales script

Overview

A sales script is a useful tool that provides a set of talking points to help employees during different types of phone calls with potential or existing customers. The CRM lets you create scripts that include fillable fields so the user can follow the script and enter the information as they go.

NOTE: Sales Scripts are paid-for enhancements for the CRM. Contact our sales team for more information to add these tools to your account. Additionally, Forth can help with building individual Sales Scripts for your account for a fee.

Back to top

Script Field Types

Sales scripts include three types of fields: Input Fields, Custom Fields, and Merge Fields

Input Fields

Input Fields are unique to sales scripts. They allow you to set up fields in your script that allow you to enter information that will be saved into the contact's account. The proper way to write an input field is {INPUT:lowercase field name}. In other words, " squiggly bracket, INPUT in all caps, colon, followed by the field name, and ending with the other squiggly bracket.". Here are a few examples:

{INPUT:city}

{INPUT:firstname}

{INPUT:lastname}

{INPUT:fullname}

For standard fields, the field name needs to be in all lowercase letters. 

IMPORTANT
The proper way to add an input field into your script is {INPUT:city}. The field/tag name should be lowercase.

Custom Fields

Custom Fields are fields that can be used in addition to Standard (System) fields to save information about the client. Enter the Name or Label, select the field type and then add a Description to create your Custom Field (as shown by item #1 in the image below). If one of these is used in a script, use the exact capitalization used in the "Field Name" column as shown in Item #2 shown in the image below. To edit an existing Custom Field, click on the document icon next to the field name you wish to edit (see item #3 in the image below).

For detailed information on Custom Fields, please see our "Custom Fields" article in the Help Center.

Merge Fields

Merge Fields (also known as tags) insert data already saved in the contact's file in the CRM into the script. 

You can select to use a tag using the “Merge Fields" button in the toolbar, <Find “{FIRSTNAME}” from the Merge Fields dropdown>, or you can write or paste the tag directly into the script editor: <Key in: “{LASTNAME}?”>

Tags can be related to the contact’s information, such as First Name and Last Name, but it can also be used for populating company or user information too.

<Add “{SYSTEMUSER_FIRSTNAME}” and “{CLIENT_COMPANYNAME}” to the script>

As long as the data is stored somewhere in the CRM, there is often a tag that can call to it.

Example: If the script says "Welcome {FIRSTNAME}!", when it is run in a contact's file, it would read "Welcome John!"

Back to top

Creating a sales script

1. From the Admin tab, click "Settings" from the Navigation Bar. 
   
2. Next, click Scripts.
   
3. Click Create New.
   A popup window appears requesting you provide a title for the new script.
   
4. Enter a title and click OK.
   

   NOTE
   It is recommended that you include the word "Script" at the end of your title to help identify the type of document.

   
   The Scripts page opens.
   
5. Use the document builder to create your script adding tags, links, and attachments where necessary. (see the descriptions of available fields in the first half of this article).

    

6. Do either of the following:
   • Click the Preview button to view your script. If necessary, make any edits. Please note that the preview will allow you to modify LIVE data on the contact; A pop-up will remind you of this.
   • Now that the script is done, we need to share it with our users. In the lower left of the screen, select the Users or Teams who will need access to the script.
   • Click Save.
     

     NOTE
     If you click Save before you are finished or have saved the script and need to make edits, see Editing or deleting a script.

 Back to top

Editing or deleting a sales script

1. From the Admin tab, click "Settings" from the Navigation Bar (see below).
   
2. Next, click Scripts in the Navigation Bar.
   
3. In the Existing Scripts section on the left side of the page, click the name of the script you want to edit or delete. For this example, we selected "Test Script 082225".
   
4. Do either of the following:
   
   • Edit the script as needed > click Save when finished; or
   • Click Delete > click OK to confirm deletion to permanently remove the script.

Back to top

Using a sales script

1. From the Contacts tab, open the contact you want to work with.
2. Click the Scripts menu (highlighted below in red), and select the script you want to use. 
   
3. As you go through the script, enter the information required until you reach the end.
4. Once done with the script, click the Finish button to save any potential changes.
5. Back on the Client Dashboard, the history nested tab (i.e., subtab) will now recognize that a script was used with "Script updated contact."

Back to top

Article Version History: