Can or Should a Professional follow a Script? A Crowdsourcing Challenge.

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Real Estate Agent with Woodland Management Service / Woodland Real Estate, Keller Williams Fox Cities #1 in Forest Land Mgmt

Can or Should a Professional follow a Script?  A Crowd-sourcing Challenge.outline

I have been reading a few posts lately that seem to be strongly against using scripts, especially some of the canned scripts that are sold by some of the gurus of real estate.

Having never read these scripts, I am not sure if they are good or bad.

However I have been on the phone with and across the table from many salespeople who held onto their scripts a little too rigidly, and I think that this probably hurt their cause a bit.

Perhaps if they had internalized the script and their products attributes, and then threw it away and just spoke about the product they would have done much better.

In our 25 years of communicating with prospective clients, we have toyed with scripts a bit, and generally settled on the idea of an outline or bullet list of things to talk about.

Often times we may just wing it, but after the call or meeting we find that we really did not serve our prospective client well with this unprepared approach since invariably important facts are not mentioned and important questions are not asked.

With newer staffers, before they get on the phone, we go through with them a few important items like;

  • Who we are?
  • What we do.
  • Why it is important to the client.
    • And all the ways we can make life better for our clients.
  • Along with a few important talking points that should be worked into an initial conversation, like an elevator speech.
  • And of course, a good introductory sentence is important to start any phone call or conversation.

 

meetingsWe don't have a written script that we hand out to our staff, they all write their own outline, some are just bullets, some are bullets mixed with talking points, and some are complex outlines.

These outlines are important to make sure that the important questions are asked and that the prospect is given the important information that will allow them to make a good decision about how their project will be managed.

And with any important outline, it is important to glance at it before making a round of calls, and important to use as a checklist while making the call, but never "read" to a client, as the amateurs do with the scripts that they buy.

In the end, I think that scripts are not bad or good, their success depends far more on the ability of the person using it to really know their product or service and how it will truly help their clients, and then communicate this knowledge to the client in a believable way.

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Rainmaker
315,587
Robert Smith
Preview Properties, PC - http://www.RealEstateMich.com - Brighton, MI
SRES, Search for Homes Brighton-Howell-SE Michigan

Bob, scripts are widely misunderstood.  The value is not in just reading a script, but internalizing it so it flows smoothly.  Ideally, it has the most important info we want to get across or need to know.  

How many of us would meet with buyers without knowing: if they're working with another agent; if they've been pre-approved; if they have a home to sell; what their price range is: etc.  Guess what?  You can consider that standard line of buyer questions a script.

Write out your standard 'scripts', practice them over and over until you know them inside out and backwards, they sound natural and FORGET THAT YOU CAN CALL THEM A SCRIPT.

Thanks for great post.

 

 

Sep 12, 2013 06:26 PM #1
Ambassador
2,001,714
Silvia Dukes PA, Broker Associate, CRS, CIPS, SRES
Tropic Shores Realty - Ich spreche Deutsch! - Spring Hill, FL
Florida Waterfront and Country Club Living

Bob, the main thing to remember is that you have to know what you are talking about and get your point across.  It's better when this come naturally!

Sep 12, 2013 10:43 PM #2
Rainmaker
1,004,914
Beth and Richard Witt
Long Island Cash Home Buyer - Huntington, NY
Long Island Cash Home Buyer 516-330-6940

I'm pro scripts and have been writing and teaching them for 30 plus years... however I totally agree with your #1 comment... I always teach that selling is like playing chess and the words that come out of our mouth are like the pieces on the board... when you make a move anticipate what your opponents next moves will be and know in advance what you next move must be to win the game... a little confusing I know but it works... It's like you say, they say, you say they say... check mate!!!!

Sep 12, 2013 11:59 PM #3
Rainer
346,323
Karen Johnson, Realtor, ABR
Addison Wolfe Real Estate - Doylestown, PA
"Bucks County PA Homes"

Hi Bob, I agree with you that whether you used scripts or not, you should know what you are talking about.  I like scripts but I am always nervous I will forget them.  Thanks for sharing!

Sep 13, 2013 10:29 AM #4
Rainmaker
725,601
Wayne Johnson
Coldwell Banker D'Ann Harper REALTORS® - San Antonio, TX
San Antonio REALTOR, San Antonio Homes For Sale
Bob-I think Robert's comment is the best description of what a script should be. It's not acting or just going through the motions of memorization. Just have to know your stuff and be comfortable answering the typical questions. For those questions that are not typical, I don't know but I'll find out should work.
Sep 13, 2013 10:52 AM #5
Rainmaker
1,279,227
Donna Foerster
HomeSmart Realty Group - Parker, CO
Metro Denver Real Estate Assistant

You are absolutely right Bob. It comes down to the person using the script. If it doesn't sound natural, then throw it out the window, or modify it. I like the idea of bullet points and talking points. We want to be sure we are still good communicators, sharing pertinent information.

Suggested!

Sep 13, 2013 11:19 AM #6
Rainmaker
375,616
Lloyd Binen
Certified Realty Services - Saratoga, CA
Silicon Valley Realtor since 1976; 408-373-4411

Bob, your thoughts about the use of scripts in your position is terrific and applicable to real estate sales.  If the listener recognizes what is said is a script, it's a problem with the speaker or maybe that particular script, it's not an indictment of scripts in general.  A script must sound completely genuine and natural, just like a great actor saying his scripted lines doesn't sound scripted. There's a reason all the top trainers recommend scripts, but we're all free to choose our methods.  A few people have the communication skills to improvise perfectly, but that's rare, very rare.  Same thing with musicians, most musicians must practice and rehearse and can't improvise beautiful music. 

Sep 13, 2013 03:41 PM #7
Rainmaker
615,066
Sara Wagner
The Woodland Companies - Adams, WI
Stevens Point Rentals

Hi Bob, I am enjoying going through some of your early blog posts and reposts and getting ready to start doing some posts myself soon.

Jun 07, 2019 11:14 PM #8
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