Sales scripting
Careful scripting is critical for complex or regulated sales, but creating a script which supports a natural sales conversation can only be achieved by iteration - trialling and testing, learning and refining - until the interaction with the customer is just right. Our rapid build approach enables clients to deploy a working solution in days, then to refine and improve until the sales team are happy - and results maximized. Easy integration allows data to be captured during the customer conversation, while full paperwork and audit trails are generated automatically.
Typical solutions
Call scripting is at the core of our sales offer, but Firefly offers much more than simply prompting the sales agent on what they should say. Its 'out of the box' capability:
- Creates rich agent screens tailored for each product offer, or prompts to highlight features and advantages against each specific competitor
- Links to multiple other systems and databases, so the sales agent can pull in any data item when it's needed for the sales conversation rather than when it suits the IT system
- Generates client-specific quotations - even complex quotes such as insurance, or bundled telecoms products - and then puts these into bespoke documents (if appropriate we can also calculate and show commission)
- Provides a full record of what's happened: what the client has been offered and advised, and what they chose.
Financial services and complex technology sales are sectors where a controlled selling approach pays dividends, e.g.:
- Regulated financial services products - e.g. simplified advice or execution only sales of products such as pensions or retirement savings, investments, protection, mortgages or equity release
- Choosing a complex technology product where there are many options and it's difficult for the client to work out which is best - such as a computer, mobile phone, or a small business telephone/broadband/support package
- These sales aids can also be used online to guide the end customer to the right result - e.g.: how much protection or retirement income do I really need? or which telephone price package is right for me?
In each case, the script ensures sales agent offers and/or customers select an appropriate product - and where necessary the company can demonstrate a compliant process has been followed.
Benefits
Our clients are achieving significant benefits from our scripted sales solutions, particularly in telesales, where Firefly:
- Facilitates complex sales - ensures the sale completed accurately and correctly, with the defined process ensuring full compliance with regulatory procedures
- Reduces staff learning time, from months to weeks. Focus training on selling skills and let the system handle the compliance rules
- Generates appropriate individualized paperwork, correspondence and process/advice audit and reduces cost of sale
- Improves sales productivity - automates post sale paperwork
- Deploys in days and weeks - not months and years
- Reduces compliance risk - process control and built-in audit mean no more worries about regulatory breaches
Seamless integration
Our technology is built to integrate with your existing sales support solutions, including:
- Call center and telephony, CTI and interactive diallers
- CRM and sales support systems, including Salesforce.com, Microsoft Dynamics (CRM) and Siebel
- Most leading workflow solutions; and
- We can also integrate with your product systems and databases.
We can knit together your existing applications to provide a seamless experience at the point where your sales agent interacts with the customer - or we can help you assemble an integrated solution using best of breed providers alongside Firefly.
