Script Design Tips

While detailed script design is outside the scope of this guide, use the following general guidelines when you create scripts:

• Use a conversational writing-style that seems to be part of a natural dialogue between the agent and an interested customer or prospect.

• Use a flexible script that allows the agent to respond to unforeseen questions, comments, and objections.

• Use a general script that addresses the needs of all potential customers or prospects, without forcing them into preexisting categories that might not match their needs.