5 Reasons Sales & Service Reps Don't Follow Scripts |
You can lead a horse to water, but you can't make him cold call, or follow a script to the letter, or stay at his desk allowing absolutely no distractions to intrude into his work process until an official break time arrives. How come? Why is it that the front lines in sales and service, the work-horses of business and industry- why is it that they bray and buck and perennially bite the hands that feed them? In other words, even when they're shown a more effective way of handling conversations to produce higher sales volumes or more consistent customer satisfaction, why do they revert to indirect, seat-of-the-pants means? There are five reasons, according to the best-selling author of REACH OUT & SELL SOMEONE, YOU CAN SELL ANYTHING BY TELEPHONE! and MONITORING, MEASURING & MANAGING CUSTOMER SERVICE.
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