We’ve seen a lot of our customers ask about how to use Zingtree to create an outbound call script, and handle objections. So we’ve created an example decision tree script for a credit repair service, and we’ll walk you through how it was built.
Our customers often ask us how to create outbound call scripts that also handle objections. Zingtree offers some great features and functionality that support this common request.
The Old Way to Manage Scripts with Objection Handling
While call scripts formatted as a Word document are pretty common, they’re also incredibly cumbersome. Here’s the original version:
While we don’t recommend it, you can download this script as a Word document here.
Needless to say, this script is not only incredibly difficult to understand, it requires that the agent thoroughly “study” it before he or she even picks up the phone…leading to wasted time, potential confusion and a decrease in agent productivity.
The Better Solution
Now, here’s the same script presented as an interactive decision tree. We built this script with Zingtree in a little under an hour.
Go ahead and click through the options to see how much easier it is to navigate and understand the script.
How to Build an Interactive Call Script that Handles Objections
Converting outdated, document-based scripts into easy-to-understand interactive decision trees is simple with Zingtree. Here’s how it’s done:
Build Out the Call Script
- If you don’t already have a Zingtree account, sign up for one here (it’s free for 30 days)
- Open Designer, and follow the flow of the document, inserting nodes (decision points) for the various steps of the original script. In my example, there were a few points where the sale flow can branch depending upon what the prospect says.
- Copy the text from each decision point into the appropriate node.
- Once the flow is in place, identify the three places where a successful outcome prevails and mark these as “success” in the node content editor. I also marked the one node that had an unsuccessful outcome as a failure. (This is great for your reporting, as you can see what session let to positive and negative outcomes at a glance.)
How to Script Objections
During the call, various objections could come up. So, in this example, I made a single node to handle the five common objections, which branches to what to say when they come up. We’ll discuss ways to implement this next.
In some call flows, objections occur at certain places. These are simple to script – just place a link to a main objections branch at any point in the call. We did this in node #4 in our example.
In other scenarios, the agent may need to have rebuttals to objections ready at any point in the script. Zingtree features a “persistent button,” which appears at every step in the decision tree script. The agent can click on this at any time to locate common objections and rebuttals.
Once the objection is handled, clicking “Back” once or twice returns to the call flow.
Summary
With Zingtree you can build interactive decision trees that not only replace outdated and hard to understand document-based scripts but also deal with objection handling in a clean and simple way.
Want to build your own Call Script with Objection Handling? Head over to our demo gallery to examine, copy and even modify this tree for your own use.
Click here to examine the Call Script demo.
If you found this article useful, or have questions, please let us know!