Scripts are a significant part of lead generation at pretty much any call center. Such a device helps agents fulfill the process and maximize sales opportunities as efficiently as possible.
Agents begin by introducing themselves and the brand then proceed to confirm the name of the lead. Uniform opening statements enable easier rand recognition. Agents may also build rapport to get the prospective customer’s favor.
Using a logical series of specific questions, leads can be screened to see if they fit all criteria. Aside from demographic data, agents may ask about the lead’s needs, capabilities or willingness to buy, and possible objections so they can prepare for the sales pitch.
During the sales pitch, agents explain how the company’s products or services may satisfy the prospect’s identified needs. At this stage, emphasizing the benefits makes helps dissuade prospects from their objections. For unqualified leads, this phase is often skipped since pursuing sales from someone who can’t or wouldn’t buy is obviously be a waste of time and money.
Ending the Call
Whether or not the lead turns into a conversion, the call must end well. The agent checks if the person has follow-up questions or requests, asks for referrals, thanks the person for his/her time, etc. With these concluding statements and an overall systematic call flow, the lead can have a positive experience with the brand and may even help generate more leads.