Congruence in Scripting

A valid workable script enunciates phrases which create positive mindsets for the prospect/customer.

The congruent script uses language which is later used by the salesperson when meeting the prospect which reinforces the message.

Here is an example:

The person taking the appointment says:

“Our consultant will look at what you want to have done and need to have done, and if we can provide that service, we will give you an accurate written proposal on what your investment would be, and if we can’t provide the service you need, we may be able to provide you with the names of others who can.”

So what are the keys in this script?

For starters, specific words are chosen because of the positive impact they have on someone’s mind. For example:

Consultant vs. Representative
Want and Need vs. Would like
Written proposal vs. Estimate
Your investment vs. Cost

The final phrase (if we can’t provide the service you need…) is a negative takeaway.

When meeting prospect(s) at their home, salespeople should follow a similar script, and this will give the impression of congruence in the prospect’s mind.

For more scripting provided by our experts don’t miss the upcoming Home Improvement Profitability Summit in the Washington D.C. area!

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Re-Bath of Illinois

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Rick Otto, VP of Sales
Coach House Garages

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Vince Nardo, President
Reborn Cabinets

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Mark Watson, Owner
Exterior Medics

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Todd Miller, President
Isaiah Industries

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Ken Sherman, Owner
Brookstone Windows & Doors

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Jason Phillips, CEO
Phillips Home Improvements

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Shiner Roofing, Siding and Windows

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Scott Barr, Steward
Southwest Exteriors

One of the primary takeaways from your most recent visit to our company was that the words, promises, and tone of our call center reps need to speak directly to the prospect’s needs, followed by a professional, systematic sales presentation which builds immediate rapport and trust.

Dave Cerrone, President
Fitch Construction

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