Importance of going off-script during a sales call

You spend a lot of time and effort training your sales team. You also work consistently in motivating them and encouraging them to do better. Most probably, you give a sales call script to them, so they can remain on-point and close the deals quickly. 

In the beginning, it might sound like a good idea and many times it does work. But as time passes, or when you get customers who need to see more value in your product, then chances are the script doesn’t work anymore. In these situations, you need to step up your game and provide your buyers with personalized experiences which can’t be delivered with scripts. 

Nor every sale call you do will have a similar situation as your previous call. It’s necessary to let go of the script and understand the intent of the customers. Also, while providing personalized experiences and solving customer queries, you can close more deals as compared to when you use the sales script. 

Besides, customers can easily find out when one uses the sales script and it also shows that the salesperson doesn’t want to put in any effort. 

Why is it important to go off-script during a sales call?

Let’s take a look at some of the reasons why the sales script doesn’t work.

Sales reps often tend to rely on scripts

While it’s okay to use sales scripts as a guide for the calls. It doesn’t sound good when you have to use the scripts for every call. As it limits your creativity, you’re unable to ask any other questions and over time the sales call sounds boring and robotic. Resulting in you using call scripts for every case. 

You miss adding creativity and personality while using the sales script

When you prefer to use sales scripts, it gives you very little freedom to include your personality and creativity in the calls. During the call, sales reps need to follow the instructions given in the scripts and give them little to no flexibility to turn the conversation on their accord.

It gives you limited flexibility

It’s a fact that creative people can't follow an up-tight script. They want freedom and flexibility to use their creative muscles which call scripts don't really allow them to use. It makes them feel like something is holding them back. And they can’t change the course of the conversation or do anything more to probe the needs of customers to get the required results. 

Prospects can tell when a sales rep reads from a script

You can call it a sixth instinct. But customers can easily tell when the conversation is scripted. It makes them less interested to continue the discussion. That’s why it’s important to use a consultative approach, be an active listener, and engage with your customers, which proves more effective than reading a script word-to-word. 

There’s little to no room for customization

As every customer has different needs, it’s difficult to build rapport and to opt for all their requirements in one call script. When it’s required to use the script, there’s only something they can do to personalize the pitch according to the prospect’s need. This results in customers taking more time in closing the deal or the deal don’t become successful. 

There’s no doubt a sales script can help you upscale and prove to be a great helping tool. But it’s also important not to overuse it. Make sure to customize your conversation according to your client’s needs, wants, and pain points. 

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