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Scripts Evoke Defensiveness While Natural Conversations Build Trust

Suze Cumming

Suze is passionate about our natural world and anything that propels her into the wilderness and allows her to stretch her limits is game on...

Suze is passionate about our natural world and anything that propels her into the wilderness and allows her to stretch her limits is game on...

Jan 22 2 minutes read

Scripts Evoke Defensiveness While Natural Conversations Build Trust

By: Suze Cumming

How do you feel when you use a script?

I haven’t used scripts for years but I will never forget the feeling. For me, it’s a deep gnawing inside my chest that makes me feel uncomfortable and anxious. Here are some things I’ve heard from sales people we’ve worked with about how they feel when they use scripts:   A fluttering in their chest, a dark heavy weight on their shoulders, light cramping in their abdomen, a tension headache across their forehead, a deep desire to hide, like they are operating under a dark cloud.

What feeling do you get? This is often spoken about as a good thing: You’re pushing outside your comfort zone, right?

It’s definitely important to push outside your comfort zone in this business, but maybe some of the this unsettling feeling comes from your knowing that scripts aren’t about benefiting the person you’re calling. They’re about benefiting you.

Sales is about discovering a person’s needs, challenges and/or interests and then offering up a solution that satisfies and hopefully even delights them.  The only way a potential client will share these intimate details with you is if you earn their trust.

Sales scripts build defensiveness; the opposite of trust.

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