The initial questions must be related to the actual use

Our recommendations are as follows: Learn to be empathetic . You might think that the purpose of the operator is to talk in a rush, but the best attitude to have is listening. The operators who convert the most are those who pay attention to the words of the users. The more you listen, the more elements you will have to lead the conversation in your favor. Contradicting iceland phone number library the needs of the users is one of the mistakes you should never make. People should be listened to calmly and with empathy.

• Work on your voice.  The first few seconds of a conversation are crucial to keep you from hanging up on the phone right away. A tired, listless voice will never attract the attention of the person on the other end of the phone. One of the most common expressions used during training courses is: smile at the phone. If you speak with a smile on crm or sfa? your face, you will see that your voice will also be bright, energetic and positive.
• Create a script for call centers. The script is the text to be pronounced during a phone call. The word script in Italian means script: the operator of a call center, therefore, must start from a written text and interpret it in the best possible way to impress the user. It is precisely in this phase that you must treasure the experiences of your best operators and understand what has converted the most in the sale of electricity and gas. Selling energy is more complex than telephone contracts and it is necessary to create an ad hoc script.

How to Write a Phone Script for Energy, Gas and Light

Introduce yourself by greeting the user and, if switzerland leads you have a strong brand behind you as a mandate, communicate it. It is true that today there is a lot of mistrust, but if it is true that you have the Enel Energia mandate, why not say so? An introduction could be: “Hi, I am calling you on behalf of Enel Energia” instead of “Hi, I am calling you from Enel Energia”.

After introducing yourself, we tell you right away that you should not continue talking about prices right away. So you should abolish the phrases: “How much do you pay with your current supplier?” or risking figures that you cannot know: “I know that you pay so many euros per month”. Don’t be intrusive!

Of electricity and gas that the interlocutor makes of it. If you are offering advantageous offers in certain time slots, let’s say in the morning, but the people you contact are never at home for work, you will understand by yourself that your offer cannot be suitable for these types of people. This is why it is important to ask some questions right away, listen carefully to the answer and from there start a dialogue or interrupt it and move on to the next call. Do not speak using slogans, set phrases, always remain calm even if the user has not been kind.

If you want more information on how to conduct successful telephone sales, download our free e-book dedicated to call center scripts and the best techniques for telemarketing and teleselling.