Scripts Just Aren't My Style
When I first started in real estate, I was told to visit a particularly famous real estate sales trainer’s website and read some of the free scripts that this person provides there. So, I did. Once. And I have never visited that site again.
It has never even crossed my mind to put one of those scripts into practice. Why? Because they were largely manipulative, and salesy, and I would fully expect the person on the other end of the conversation to see right through it. My rule, in general, is that if I wouldn’t want “such-and-such” an approach taken on me, then I won’t do it to other people. Period.
Well, last week my theory that people could see right through these scripts was confirmed. I received a call from a (sales) representative of this very same famous real estate sales trainer whose scripts I’d once previously read. I’m not going to name names, but the conversation went something like this:
Salesperson: Hi, I’m with (really famous sales trainer)’s office. Do you know who (really famous sales trainer) is?
Me: Yes, I do.
Salesperson: Well, what do you know about (really famous sales trainer)?
Me, playing along to be nice: I know that he’s a real estate sales trainer.
Salesperson: That’s correct. In fact, he’s the number one real estate sales trainer in all of (big geographical area). I’m calling because he’s having a conference soon in (location relatively nearby).
Me: Okay.....?
Salesperson: Now, before we get you registered, do you mind if I ask you a few questions to see if this conference would be a good fit for you?
Me, somewhat defiantly: Registered? I never asked to be registered.
Salesperson: Uhhhhhh, welllllll, do you mind if I ask you a few questions to see if this conference would be a good fit for you?
Did you notice what happened? The salesperson was fully expecting me to say “Sure, ask me a few questions.” And when I didn’t agree to it, she didn’t know what to say because she was reading a SCRIPT! So she simply repeated the question she had just asked!
I responded “No, I’d rather you not ask me any questions, but thanks anyways.” And what followed was complete silence on her end. Dead silence. Again, she had no script for my response. So I interrupted the silence with “Thanks for the call. Goodbye.” And I hung up.
Let me state for the record that I am not against doing some preparation before making a phone call, or even having a default response to a particular question. In fact, we all do this in everyday life. However, there is a huge difference between preparing to make a phone call so that you have an idea in advance what you’re going to say, and reading or reciting straight off of a script.
Reading a script means that you’re not even thinking about what you’re saying or what the other person is saying, and you’re completely disengaged. The conversation is not genuine, and the other person will see right through it…especially if that person gives you a response that isn’t part of your script and you're left speechless.
On the other hand, preparing before making a phone call means simply that you’re focused and have a clear purpose for the call (jotting down ideas of what you’ll say or a few questions you want to be sure to ask is perfectly fine and even advisable!). Once you’ve made the purpose of your phone call known at the beginning of the dialogue, then you can be focused on helping the other person and the two of you are free to have a meaningful conversation. (And shouldn't helping the other person be the point of the call, anyway???)
Of course, I'm aware that some agents use scripts simply for ideas of what to say when approaching potential clients, and as long as you're using discretion, I don't see this as necessarily a bad thing.
But I really don't see how you could possibly be in a position to help someone if you're reading straight off of a script. And so I'll pass. It's just not my style.
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