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Script Design Tips
While the topic of detailed script design is outside the scope of this guide, the following general observations may prove helpful when you are creating scripts:
- The writing style should be conversational, that is, worded so as to seem part of a natural dialogue between the agent and an interested customer or prospect.
- A script should be flexible enough to let the agent respond to unforeseen questions, comments, and objections.
- A script should be general enough to address the needs of all potential customers or prospects, without forcing them into preexisting categories that may not match their needs.