The Downside of Using Scripts
(Originally posted on LinkedIn by Mark Rodriguez)
Last month we talked about the VALUE of deploying the Guided Discovery Method when training your Sales, Service and BDC team members. We learned that this method is a strategic learning process that does not rely on scripts or talktracks – and actually helps your team members react appropriately and strategically when new situations unfold.
Conversely, if you only teach your team members how to read and use a Script, well, then, that is all they can use. It’s kind of like only giving your Service Technician an open-end wrench to solve all of their needs. Try using that to tighten lug bolts on a tire. On the contrary, in service we use guided discovery to recommend a diagnostic procedure that ensures we assess the problem and deliver the solution.
To learn more about the Guided Discovery Method, check out our February Blog. But, if you want to better understand the WEAKNESSES in using Scripts, check out this acronym …
Static - Scripts are often static, meaning they don’t adapt well to the unique needs and responses of each customer.
Confining - They confine salespeople to a predetermined set of lines, which can limit their ability to respond creatively and personally to customer inquiries.
Repetitive - Using scripts can lead to repetitive interactions, which might not always resonate with customers seeking a personalized experience.
Impersonal - Scripts can make conversations feel impersonal, as they lack the natural, adaptive flow of a tailored conversation.
Predictable - Customers can often tell when a salesperson is using a script, which might make the interaction feel predictable and uninspiring.
Transactional - Scripted conversations can come across as more transactional than relational, missing opportunities to build long-lasting customer relationships.
Surface-level - Scripts might only cover surface-level information, missing out on deeper insights that could be gained through a more explorative, guided discovery approach.
After having worked with thousands of dealership professionals, I know that there is a time and a place for a script. But, in the end, the entire team benefits when your teammates can think for themselves and react to your customers based on their unique needs. Learn the Guided Discovery Method today!