A sales script is a useful tool that provides a set of talking points to assist employees during different types of phone calls with potential or existing customers.
The CRM allows you to create scripts that include fillable fields so the user can follow the script and enter the information as they go which is then saved into that contact’s file.
They also allow you to use Merge Fields to insert data already saved into the script. For example instead of a script saying “Hello (client name)”, it would read “Hello Bill” (the name of the contact you are currently talking with.
Sales scripts are an enhancement that DebtPaypro offers to its customers. Management and/or Administrators of the system create the scripts and share them with whomever needs them, whether by role, situation, etc.
If your company does not have a person to create these scripts, Forth can help for a fee.
Click here to learn how to create a sales script.
Commonly used types of scripts
A welcome script usually includes a personal introduction from the agent or sales rep assigned to the contact. Points usually covered in this script include:
- An explanation of how the process works
- An example of how a debt is settled
- Who to contact for questions
- Verification of bank information and name, address, email, DOB, SOC, etc.
Any information you feel is pertinent to help onboard the contact.
Follow up script
Follow up scripts are useful for check in calls regarding payment issues, to remind the contact that the company is still missing information, making sure creditors have stopped calling, etc.
Customer service script
This script is similar to the security script, but also helps customer service agents transfer the call to the appropriate person or department, including escalation of troubleshooting issues.
This is helpful for verifying a contact’s information before assisting them with support on their account.