Question

Topic: Strategy

Need A Telemarketing Script Asap

Posted by Anonymous on 9/15/2005 at 9:14 PM ET 250 Points
My company has just implemented a telemarketing team. I need a powerful script that works.

We have been using a script that we paid a fortune for that DOES NOT WORK! We know that telemarketing works but only if a script is effective PLEASE HELP.

Here is the current script in use. Please evaluate and advise.

FYI, we are trying to get appointments set for our salesteam.

The Product is Dish Network.

The area is Upstate NY

The Target is homeowner with a credit card

The Demo is Male 25-54

We have a great list of leads we just need a good script to land these people.

Read Verbatim!

Introduction: Hello, ____________I’m____________, calling on behalf of RSI/Dish Network
I Know your busy so I’ll just need a moment of your time ok!!!!!!

Gain Attention :The Reason why I’m calling , (first Name if possible), Is that due to recent spike in cable pricing, DISH NETWORK has authorized a Give-away of satellite dishes to a number of people on your street and thru-out your neighborhood. Yours was one of the names chosen yesterday for a completely installed Dish at absolutely no cost to you.

You will be saving 20 to 70% on your cable bill.
Certainly, much better in your pocket then in theirs, Right?

So with your permission I would like to send out one of our professionally trained DISH NETWORK reps to give you a free and complete evaluation. This will also allow us to determine where the dish can be installed.

We do require that all decision makers be present for the DISH NETWORK presentation which takes less then 10 minutes.
NOW, what time is best for you? A DISH NETWORK rep will call you back one day prior just to confirm your appointment. (GO TO APPOINTMENT SET)

(If not homeowner or decision maker, go to Verbatim SALE/NON-SALE Close)

Close Verbatim

Thank you again for your time and again my name is_____________ and if we can be of any assistance please fell free to call us at 225-DISH and have a great day. / Evening

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RESPONSES

  • Posted by wnelson on 9/15/2005 at 10:00 PM Accepted
    Mike,

    What's wrong with the present script? What's not working?

    The script implies that the people:
    1) The people you are calling are cable users
    2) The reason they'd choose Dish is to save money.
    3) The reason they haven't chosen Dish to date is that either the cable wasn't expensive enough up until this point, or they simply didn't know that Dish could save them as much.

    Are these valid? What about the fact that they don't choose dish because they don't want to lose their TV reception when it rains hard? (Last time I lived in Upstate NY, we had about 40 days of sunshine a year...) How about the fact that people don't want to attach the dish to their roofs or have it in their yards? Is saving 20% enough to overcome these issues? Saving 70% is great, under what conditions? I want to save 70%. Do I have to have every premium channel or no premium channels to save 70%? I have cable modem. If I go with Dish, what effect is that going to have on my cost of internet service? What does Dish offer me as an alternative?

    What I'm saying is that perhaps the script isn't working because it's not addressing the right motivations for switching or the right obstacles for not switching.

    Writing the actual script is probably the easy part after you figure out what the best motivators are for your prospects.

    One suggestion: Maybe you want to make this a project and have the experts bid on it?

    I hope this helps.

    Wayde
  • Posted by michael on 9/15/2005 at 10:51 PM Accepted
    Mike,
    Telemarketing is so tough these days especially B2C. Even I, who love listening to sales pitches, have to hang up on people. The people who call are not believable. Nothing is "free" and people know you're working from a list. Try this approach, you'll floor them with honesty:

    "Hello M/M Jones, this is Bill with Dish Network. I'm calling tonite because, quite honestly, we want you as a subscriber.

    Next week we'll have a small army of sales people in your neighborhood going door-to-door. They'll be offering free installation but what else should they be prepared to offer?...I mean, besides the fact that we have a greater variety of channels than your current company. We really want your business. LISTEN!!!!

    When the sales person comes, who should she ask for?"

    It's all about tone of voice. If you sound like a script you'll get nothing.

    I agree, you might want to put this in the project for bid...see if you can get someone to go with a performance-based bid.

    Michael

  • Posted by Chris Blackman on 9/16/2005 at 1:01 AM Accepted
    I'm not surprised the script isn't working because I'm sure I get this same script read to me ten times a month by people selling anything from NFP lottery tickets, roof renovation and siding, to cell phone service providers.

    The bit about "you've been chosen" is so implausible it's an insult to the recipient of the call. It's a lie, and why should someone want to deal with people who have already displayed their poor ethics?

    But worst of all, it's all about you. e.g. where's the benefit to the customer in "Due to a spike in cable pricing"? (I bet that's where they start hanging up!)

    Plus, it's typical sales-speak, you're talking nineteen to the dozen and not establishing any two-way dialogue with the person you're calling.

    Why not start by introducing yourself with an immediate question like...

    "Tell me, do you watch much television at home?" and then lead on to:

    "What do you like to watch?"

    "Uh-huh, tell me, are you on cable or satellite already?"

    "Does the cost (bother you) put you off subscribing?"

    "Well, the good news is we can offer you a (free dish/better service/better range of programs) with no install fee and at a monthly subscription rate that's (less than you'd expect/less than you're paying now/70% less than any other) but to get this special deal, one small formality is that I'm going to need to get one of ours sales people to drop by with an agreement for you, what would suit you better, (say) next Thursday at 3PM or Friday at 9AM?

    And why, oh why, are you making them endure a ten-minute presentation? Is it a product disclosure requirement? Does it make the sale easier for the prospect?

    Why so long?

    It's just another kind of cable TV, you're not describing some unknown concept to them, like a home lobotomy kit. If you need to explain cable TV, they're probably not the right targets.

    Hope this helps....


    ChrisB
  • Posted by Pepper Blue on 9/16/2005 at 1:05 AM Accepted
    Hi Mike,

    Same as the other question, if Telemoxie, one of the top experts here on the KHE and far and away the #1 expert on telemarketing does not respond, contact him directly.

    His background and depth of experience on telemarketing is highly respected by all of us "old-timers" here on the KHE.

    Plus, he's a good guy, which never hurts......
  • Posted by telemoxie on 9/16/2005 at 7:49 AM Accepted
    Thanks for contacting me by email, Wade, and thanks for the plug, Tim.

    My number one comment is to be sure you have run the list by the do not call list. The penalties for calling folks on this list are SEVERE, and rightfully so. (I'm on the do not call list myself, by the way).

    Regarding my being an expert - my particular area of focus is long term cultivation of technical opportunities, rather than B2C appointment setting, but I'll give this a shot.

    Regarding the script - I'm personally not a fan of lying to folks. The fact is, you are NOT giving away free disks or free installation. That is a lie. The folks you are calling know this.

    The fact is: you have NOT authorized these free disks for this street. That is a lie. The folks you are calling know this.

    You are saying you will call back to verify the appointment. This implys the homeowners can not be trusted, and that the time of your sales team is more valuable than the homeowners. This makes you look like an asshole.

    Let me summarize your script as follows:

    - Hi, we are liars.
    - And, we are assholes.
    - we want your time, and your money.

    Hmmm... why wouldn't this work?

    I would suggest a few things:

    1) honesty
    2) respect for those you call upon
    3) networking and referrals
    4) guerella Marketing (did I spell that right?)
    5) checking the list against the "do not call" list

    Again, I do not typically make business to consumer calls, but if you are really in a jam, click on my profile, give me a call... we can repost this question, get more feedback from the MarketingProfs team, try some calls, see what we can do.

    Take care - Dave Krehbiel aka TeleMoxie
  • Posted by telemoxie on 9/16/2005 at 2:15 PM Member
    Facts are great. Thanks for the info, Mike. The more facts we have, the more we can help.

    I guess I'm a bit picky about the word, "Free". For example, if I get a "free" cell phone, but cancel the service after a month, I owe hundreds of dollars for the "free" phone. Is that the kind of "free" dish you are offering, or does a customer who cancels (or moves) get to keep the dish?

    Sorry I can't help you find a "good" script - business to consumer is not really my specialty. If I were selling this, I would focus on providing the best service and installation possible (are your installers bonded? curious, do you do background checks?) and I would get quotes and referrals from happy customers, and try to grow geometrically. (If each of your customers referred you to two folk, who each placed an order and referred you to two more... you would have more customers than you could handle).

    Personally, I'm tired of rising cable bills (but I'm not in upstate New York...). It sounds to me as though you have an honest advantage over your competition. If you do, you might check out https://www.honestselling.com/ - there is (or was) good info on that site, I'll bet you will find their approach helpful (and refreshing...)
  • Posted on 9/26/2011 at 4:26 PM Member
    If you are looking for a sure proof script then call me (telephone number is removed due to guidelines) tony...
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