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Agenda • Welcome • Warm-Up • Outbound Sales Call Script Examples • How to Write Outbound Sales Call Scripts • Practice • Farwell
Objective:At the end of the session, students will be able to create their own Scripts to use in Outbound Calls Sales, in order to keep a call, offer their product and service, and do their job as an agent in the Call Center class.
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Off the top of your head, what are someOutbound Sale toolsfor reps? BACK
Cold Call Appointment Script This is an outbound sales call script example you can use when you’ve never met or don’t have a personal connection to the person you’re calling. They probably won’t have any idea who you are, so keep it brief with the goal to schedule an in-person, video, or future phone call at a mutually convenient time. If you can, do some homework and research the person you’re calling to foster a natural way to start the conversation. Visit their LinkedIn profile and see if you have any mutual connections or went to the same school. This can help to warm up the conversation, building rapport and trust.
2. Voicemail Script If you aren’t able to reach your prospect on the phone, there’s still a great opportunity to connect with your lead and get them to call you back. Keep your message brief—no one wants to listen to a voicemail over 30 seconds. Introduce yourself, briefly explain why you’re calling, and clearly state the phone number and email address where they can reach back out to you. Finally, don’t forget to mention you’ll follow up again at a certain date if you haven’t heard back.
3. Follow-up Script Imagine you’ve finally had that first appointment with a prospect and it went great. You shared lots of valuable information about how you can help their business thrive, but they haven’t made a buying decision yet and you need to move the process forward. At this point, it’s time to call the prospect and help them navigate what needs to happen for you to earn their business.
4. Gatekeeper Script Many sales reps worry they won’t be able to get past gatekeepers to talk with decision-makers. After all, it’s part of the person’s job at the front desk to screen calls that take up the valuable time of C-level executives. The good news is it doesn’t have to be scary—you can turn gatekeepers into advocates. The best sales management professionals stop looking at the gatekeeper as the enemy. Create a sense of rapport and get them to work with you to help provide solutions to their business needs. Start by enlisting their help by asking who the best person to talk with is if you haven’t connected before. Often, they will tell you who you should reach out to and if you ask for their email, they will probably give it to you. This turns the gatekeeper into a referral source when you mention them in your follow-up email.
5. Referral Script Referrals are an excellent way to create a sense of connection when you’re making outbound sales calls. The prospect might not know who you are or be expecting your call, but mentioning a mutual connection fosters rapport and helps you ease your way into the conversation, especially if the person referring you is a current or past customer. You can also modify this script when you’ve talked with the gatekeeper before by saying, “I spoke with Gloria at the front desk last week and she told me you were the right person to talk with.” It helps disarm the person you are speaking with if they know you’ve already started a conversation with someone at their company beforehand.
6. Promotional Sales Script The promotional sales script is for when you want to create a sense of urgency to move the prospect toward a buying decision, and should be used as part of a marketing campaign. Tailor your script so the promotion is relevant to the customer and aim to address any of their objections in regard to moving forward. For example, if you are selling software that would involve a big process change for a small business and they would typically need to pay for training or onboarding, you might offer it for free or at a reduced rate. Just be sure there’s a deadline on the promotion to expedite their decision.
7. Overcoming Objections Script This script is for when the lead has a clear objection or reason why they think they can’t purchase your product—or they don’t have a good reason to make a purchase. For example, if you’re selling human resources management software and they already have a current provider, they may be hesitant to make a change. Make sure you’re clear about the value you can add over your competition. Do your research about their current provider and make a case for switching to your business. Ask questions like, “What would your recruiting process look like in your dream world?” or “Are there any steps in your sales process that you wish were more streamlined?”
8. Hail Mary Voicemail Script Sometimes you have a few great conversations with a prospect, and then they suddenly seem to disappear—and you just can’t get them on the phone. Rather than hound them and make the customer feel bad about it, leave them a genuine voicemail that makes them want to call you back and explain. Remember, your prospects are busy, so try not to take it personally if you are being ignored. Invite them to share the reason for the delay or simply tell you it’s not a good fit so you can move on.
How to Write Outbound Sales Call Scripts There are key components that should go into every outbound sales call. First, make sure you have a clear reason for calling and ask if they have time to talk before launching into a conversation. Next, never speak poorly about competitors of your business and be clear about the value of your product. Finally, you need to guide the conversation by asking questions and seeking to understand rather than preaching about your business.
To create effective outbound sales call scripts, be sure to do the following: 1. Have a Clear Reason for Calling Before you start writing any sales script, think about your reason for calling. Everyone is busy, and no one wants to get a phone call while they are at work just to check in and chat. For example, you may be calling to set up an in-person meeting, talk about any objections or hesitations the prospect has, or inform them about special offers. 2. Ask for Their Time Once you call and introduce yourself, resist the temptation to launch into a sales pitch. Keep in mind that you have no idea what they are in the middle of at that moment, especially if you’re making a cold call. After you introduce yourself and the business you represent, be respectful and ask for a few minutes of their time. If they say they are busy, ask to arrange a good time for a quick meeting.
3. Seek to Understand Your Customer’s Pain Many novice sales reps launch into an outbound sales call with one purpose: to bombard a prospect with information about the wonders of their product or service. However, in order to know if your business is a good match for the customer, you need to ask questions. Ask how things are done now and how they could be better to discover their pain points. For example, if you sell mobile apps for restaurants, ask if they have one and if their customers actually use it. 4. End With a Clear Next Step Never hang up the phone without clarifying what should happen next. Both parties should know what the next step is. For example, it could be having an in-person meeting, getting additional information for the prospect, or scheduling a follow-up meeting with more stakeholders in the company before a buying decision can be made.
Introduction: Hey Alice, this is Sam from <name of company>. Hope your day is going well. Connecting statement: I’ve had an eye on Bloom Ventures for a while now and I saw you closed a big round of funding last month. Congrats on that! Reason for calling: I noticed that you’re hiring a new team for <name of department>. It sounds like you guys have a need to <highlight pain points>. I can imagine how frustrating it is. The benefit: That’s something I hear often. <name of company> was built to ease these issues. We strive to solve <problem faced>. Do you use any of these products? Ask: I know you’ve probably got a busy schedule, but I’d love to book a slot this week to have one of our consultants walk you through the product. Are you available on Tuesday or Wednesday of this week? Sounds perfect, Alice. I will book the slot and send over an email.
Instructions: In pairs, create your own Outbound Call Sale script including the following elements: • Introduction • Connecting statement • Reason for calling • The Benefit • Ask You can take as examples the scripts of today’s class. The script doesn't necessarily have to be very complex, but it does have to be creative. Remember that you must create the name ofyour client, your name, the name of your product and the company, in a fictitious way. One of the two students will have to upload the script in a Word or PDF document. Do not forget to write your full name at the beginning of the document. If you have any doubts or questions, feel free to ask. • Deadline: Thursday, October 20th, 2022.
