I have several team members that have been hitting a wall this quarter with low deals closed despite all their efforts, and I've realized they are so focused on the sales script at times that they are not truly listening to their clients and understanding their needs. Has anyone else struggled with this, reps prioritizing process over people, and how did you coach your team to learn to truly connect and close deals? Any advice is welcome!

You bring up a really good point about overreliance on sales scripts. There's a real talent in being able to think on your feet, and knowing when to depart somewhat from the script is a commendable skill. It tends to come with experience, though some people just never really get it. And attentive listening is a skill that can be developed. Sometimes the prospect is indicating the opening, but you need to be a skillful listener to pick up on it. Some training and experience may help with that.

Everybody hates it, but you cannot go wrong with role-play. Role-play allows a safe setting where people can make mistakes and can get good, solid feedback that will help them on their sales calls. Scripts work well in phone sales but in person, you have to have that authentic feel and empathetic approach. 

How experienced is your team?

A true salesperson shouldnt need a script. A sales appointment needs to be a personal experience tailored to each situation.
Youre either born a salesperson or not. Either ya got it, or ya dont.
Trust me. Clients know. You want to come accross as a person who cares and wants to provide solutions. A person they can trust who makes them feel comfortable.
You have to adapt at all times. Think on your feet. Like what they like, and so on.
Nobody trusts anyone more than themselves. So think like they do.
This might come accross as tough, but If you truly want sales to be your career, dont sell from a script.

Some companies listen in to conversations. Some get mad at the employees if they go off script. Maybe you just need to have a meeting. Mention it's okay and expected at times to go off script.

Its always been my belief that only salespeople can train salespeople. Gotta have the experience!!

I was in Sales for 30+ years and have seen and experienced many different types of Sales processes. The most important trait I always taught and expected from my Sales people was complete & total honesty! If you don't believe in your product you shouldn't be selling it!!

Our company is strong over process over everything.

Keep reading the script and suggest things to work on in time. The script should flow natural to each team mate. Questions will come after reading the script. If no questions populate.. and there still doing good.. leave the team mate alone and allow them to continue to do a good job.. a silent team player with an A+ is always good.

If confidence is low, that will always be at the forefront of any pitch. If the process is good and the confidence is high then a consultative sales process should be the best way to get them selling. Try looking at the talk to listen ratio, it should be 70% listening for your agents

Sales scripts are just a guide, let them know it's okay to go off script and make it their own no two interactions are the same.

can be improved with a more balanced approach between following the script and tailoring interactions to the needs of the Client

I understand your concern regarding the team's performance in meeting goals. It is essential to find a balance between following the script and flexibility in communicating with clients. Here are some points you might consider when addressing this situation:

1. **Script Review:** It can be helpful to review the script and explain to all team members the purpose behind it. This not only ensures that they comply with legal regulations, but also helps employees understand the importance of following it. When they know the reasons behind the script, they are more likely to feel comfortable using it.

2. **Product Knowledge:** It is essential that everyone on the team knows the product or service in depth. This will allow them to have more control over the client's needs and adapt their approach appropriately. A well-informed employee feels more confident and can interact better with the client.

3. **Active Listening:** Fostering a culture of active listening in the team is vital. Salespeople should be open to customer needs and concerns. This way, they can present more personalized and effective solutions.

4. **One-on-One Meetings:** Scheduling one-on-one meetings with each employee can help you understand how they process product information and identify areas where they need support. This will also give them the opportunity to offer personalized feedback.

5. **Sharing Strategies:** If there are members on the team who are more experienced or have been successful in sales, it would be beneficial for them to share their strategies and approaches with others. This will not only foster a collaborative environment, but will also improve the skills of the entire team.

6. **Special Attention to the Weakest:** It is essential to offer additional support to those employees who are having difficulties. Not all investments in training yield immediate results, but it is essential to address them in time.

7. **Work Environment:** Salespeople should work in an environment that minimizes distractions during customer interactions. A calm environment helps communication to be more effective and professional.

8. **Patience with new employees.

9. **I prefer to be passive aggressive depending on each Client everyone is unique and reading the Client personality lead me the way to close the deal more effectively.
I hope this help, I know this is work but you are the leader and at the end you are the main focus.
Best regards
Margarita Guzman

It’s risky in case they are having a bad day but asking how their day is and using their name a lot but not too much can help. Asking a question regarding what you’re talking about works well too

I’d step in and see if I could possible hear where the disconnect is occurring, as you know in sales there are multiple parts to a call , and you can’t really “teach” sales no matter how much you train a person , they have to have a feel for people and an understanding of the product. I find it to be helpful to let them go off script a little , allow them to improvise , if they are struggling give them an opportunity to have a more free flowing phone call and press the point of good communication and building rapport with the clients. Remind them that you don’t always have to close on call number one! I hope this helps, good luck to you and your team.

If they are worried about the script then the script is probably tied to some sort of dramatic consequence if they fail to stick to it. This is a problem because you’re telling your salesperson that they have to read the script or else when scripts aren’t for everyone. Usually it’s actually the script that needs adjusting or the consequence can’t be so bad to where they are more worried abt keeping their job then making sales. For those doing bad try letting them write their own script and get approval to try it.

Scripted sales , I don’t think it’s as good as companies think they are . Scripted sales in my opinion makes you look like you’re brainwashed. I believes it’s good to have a certain procedure to go off of . Change it up , it makes you as a sales person not get bored & your potential new customer buy because your not boring them . Get to know the product you are selling inside & out & get to know your customer. I was in residential hvac , so you would go to the customers home . Show them that your knowledgeable about hvac , gain their confidence . You are in there home , look around & notice things , like pictures of sports fiqu etc on the wall . Talk about there interests , your only there for approx 60 mins , so make it count. I was in
hvac for 38 years , outside sales for 23 yrs & the beginning installer. The company I worked for 36 years was taken over by a larger company , they micromanaged every one & wanted you to go off there script . No thx, worked there one day & that was that . Also they are getting service to sell . They give the sales people the over flow . Sorry for the long
storey. I miss it , any family owned residential
hvac companies looking for a sales person in Kitchener/ Waterloo area in Ontario, Canada let me know , thank you & good luck to all !

Sounds like a system problem. When you worry to much about the how rather the end result, you get limp results. Scripts are passe. If your people don't know theyre on board to turn product and upper mgmt thinks that's they know best practice is a script, you're doomed. Business is general is lumpy right now--so analyze your wins and look for targets that can provide similar results.

I can't get anyone to pick up the phone or call or email me back