At this point, Ive written a number of articles about scripting sales calls, especially over the phone.

Lets recap my main points:

(1) Scripting is inevitable. Even when we think we arent using one, we are!

(2) Scripts need to be brought to life through special delivery techniques.

(3) Four Ts inform the success of scripts: text, tone, timing & training.

(4) Theoretically, you can have more than one script working in your sales unit, providing users are committed to sticking to those they adopt.

(5) There are special ways to craft language so it sounds spontaneous and not canned.

I suggest you take a look at prior articles on this topic to get up to speed.

Here is todays point about scripting,

Reps think theyre using them, word for word, when you know they arent. Youve just passed by a desk where the rep is off the mark in several places, yet he, quite sincerely, insists hes on it.

What can you do to set him straight?

The best way is to tape him and to play the tape in his presence and have the script in front of both of you.

But guess what? He still may think hes on it, word for word. Amazing, I know, but its true.

Example: Your goal is appointment setting and the language in the script reads: So, what well do is stop by to say hello on Tuesday or will Wednesday be better for you?

The tape reveals the rep said: So, what we could do is stop by to say hello on Tuesday or will Wednesday be better for you?

Is there a difference? You bet!

What we could do and what we will do are dramatically different in the impact on potential customers.

Your job is to sell the rep on the necessity and desirability of doing the script, word-for-word.

When you use scripts, they need to be thoroughly enforced; otherwise, reps will think theyre on them, when they arent!