Colette Kelly s Telephone Scripts

Transcription

1 Colette Kelly s Telephone Scripts My birthday party script is abbreviated with key phrases and points so use it only as a guide. I purposely didn t write out a full script for fear of falling into the trap of becoming disengaged and just reading it parrot style (as I am sure you have heard in many sales calls before). I have added a party where you can amend it to suit your specific entertainment offer and style. I have laid it out as a working document. First, I put down what I say. Second, I explain the psychology behind the words used. Lastly, I give you space to construct your own script. Once you have all the bits, transfer it to a new document and print it out so you ll have your script on hand when you speak to your next customer. The key ideas behind the script is to: qualify that the caller is the right customer for you and you are the right entertainer for him/her. paint a picture in the customer s mind of what it would look like should he/she book you. By making it personal to your callers and their child (you can do this by simply using the child s name when and wherever appropriate) and asking them to imagine something, you are getting them to interact with you on an emotional level rather than a rational, intellectual one. It is an opportunity for your callers to get to know and like you a bit more. When buying emotionally, it is all about what they get, how it will make them and their child feel, and not so much about the price, the equipment, and the tools you use. The more relaxed and reassured they feel that you are a professional and know what you are doing, the more likely they are to book you. Furthermore, you get to educate them about what you do and what you need from them in order to be able to deliver your best. I don t ever go for a hard sell. I leave it to the callers to decide. This makes the whole experience with you non-threatening and informative. This also leads to very good relationships which increase the chances that they will come back and book you. This is only a guide and it doesn t mean that every person I speak to books my services. However, I have found that those who do turn out to be my best bookings and the right kind of business. And good business leads to more goods business. Sometimes people don t have the time to speak or sometimes they would rather just get an . That s okay. But leave them a message. And for your reference, I have included the voice message that I

2 use for these occasions, as well as my answering phone message script that s useful when I can t get to the phone. A HANDY TIP: If you smile while you talk, the huge difference shows in your tone of voice and the client picks up on this. Birthday Party Script 2-hour party solution most popular, most booked (A headline title and a qualifier of your product and service, like one you d see in a newspaper) Your Headline and Qualifier: Keep all the kids engaged from beginning to end stress-free for you, best party experience for {birthday child} (A subtext that sums up the benefits they get from the service you offer) Your Subtext and Benefits: Birthday variety show party games, magic, puppets, balloon animal, dancing, prizes, and a big finale (A description of your offer in one line) Your Description: Four main sections: (An outline that helps callers keep track of the progress of the conversation. This allows them to know the points you will cover and gives them an idea whether you are half way or near the end and so on, so they won t be wondering how long you are going to talk.) Your Outline:

3 Talk through what happens. I do this in chronological order as it helps me keep track of where I am up to. See the script I use below. Arrival Entertainment starts as {birthday child} s first friends arrive. (Personalise to them and their child) Think of when you were last at a party with {birthday child}... (This is the first time I get them to imagine a situation that I am pretty sure they have been in before. I also bank on the memory to not be particularly positive. This is purposely done so that I can share my solution with them should they book me for the party.) First 10 minutes excitement channeled and managed as kids arrive (This is what I do for them.) Interaction, participation, dancing, party games (This is how I do the above.) What is the benefit to the client? Stress-free - hello mums and dads, presents to {birthday child} Magic Show Birthday child centre of attention (Again I am appealing to their emotions. Who doesn t want their child to feel super special at their party?) Up helping with the magic their magic in the magic wand, choose magic words, etc. Just think of {birthday child} s feelings and memories (This is the second time I get them to imagine) If {birthday child} feels shy, we won t force him/her, but he/she will still be made to feel extra special. (Reassurance for the customer) Magic show stories, colouring, hilarious for the kids, monkey puppet - very popular (A brief description of what the show comprises of. List a few things that you do, but don t get bogged down by details. Callers generally don t care.) What is the benefit to the client? You can enjoy the show and watch {birthday child} having the best time ever.

4 Party Food and Singing of Happy Birthday Break for party food after an hour. Eat for 15 minutes. Singing of Happy Birthday (iconic moment). All eyes on {birthday child}. (Tell them what happens at your party. Give hints and tips and anything that might be helpful.) Disco Party Interactive, not standing playing music - Ibiza for Kids (Descriptions and anecdotes work well. Share experiences and funny situations from other parties.) Favourites Gangnam Style, Conga, more party games, dancing competition with prizes Non-elimination games, keeping all the kids engaged all the time. (A feature that reassures customers. Think what might make your customers feel reassured.) Finish with a big finale birthday child star of the day, stress-free for you, and you get to enjoy the party What is the benefit to the client? Everyone will be thanking you for the best party ever and {birthday child} will have the best party experience and memories to cherish for a lifetime. (Appealing to their emotions again. I tell them how other parents will praise them for organising such an amazing party afterwards.) My Package Details and Offer: (Take some time to write down your package details and offer. Strike a balance between features and benefits. Experiment with different ratios and see what works best for you.) To close, quote them the fee and pause. (Don t be tempted to speak before them. I normally get an affirmative response pretty quickly.)

5 State what are included. (e.g., a present for {birthday child}, the prizes you hand out, etc. You can also say, And at the end, each child gets a (insert your giveaway) so everybody gets to go home with something special from the party.) Assure that there are no hidden charges. (I share that there are no extra costs like travelling unless of course there is if they are way out of my normal travelling distance and no hidden charges like VAT. The idea is to be transparent and honest as it builds trust.) Ask if they have any questions. Pause. Explain what happens next. (e.g., I ll be sending you an . It will be from (insert your entertainer name or address here to remind them who you are). Give them clear instructions on what they need to do if they want to book you. Thank them for their time and say goodbye. Hi, it s {your name} from {your business name}. I am phoning about {child s name} s party. Telephone Script: Leave a Message I thought I d give you a quick ring to find out a bit more about your party plans. I will send you my party options and prices for you to look over in the meantime. The will be from {your }. I look forward to speaking with you. My number is {your number}. (Speak slowly and clearly when leaving your number.)

6 Telephone Script: Voic /Answering Phone Message Hi, you ve reached {your name} at {your business name}. I m so sorry I couldn t take your call at this moment. I m either on a call with a mum about a birthday party or I might be out doing a magic show. Please do leave a message and I will get back to you as soon as I can. Or you can go to our website at {your website} and complete the contact form with all your party details and I will get in touch with you shortly. (Repeat the web address a couple of times and spell out any difficult or confusing words or names. For example, I have a numerical 4 in my website address so I clarify it s the numeral 4 and not the word.) Thank you for your call and speak to you soon.