Phone Scripts That Work (Without Sounding Scripted)

A great phone strategy translates to higher appointment rates from the same calls you’re getting every day. It’s that simple. When a top-performing coaching agency puts a great script into your sales team’s hands, you can double or even triple your appointments.

That means more sales—and you won’t even have to be involved in training.

How does it work? At Phone Ninjas, we’ve spent decades perfecting the art of phone script creation and delivery so your employees never miss a chance to lock in an appointment. And the best part is, we take care of everything so you can focus on running your business. Let’s talk through how our phone script strategy will boost your numbers.

What Makes a Phone Script Effective?

There are several elements we dial in for your phone strategy to deliver higher appointment rates:

Writing. We use field-tested script language that’s backed by hard data.
Customization. We always tailor our scripts to your business, local market, and individual employee strengths.
Review and coaching. Mystery shops provide specific feedback that we reinforce in rapid-fire coaching sessions.
Incentives. Phone Ninjas offers amazing rewards for our highest performers (We’ll come back to this!)

Here’s how each one of these key elements works.

Well-Written Scripts

Our objective when writing a phone script is to include all the necessary elements for success:

Drive to appointments. Our phone scripts cover all common sales scenarios and naturally flow to setting that appointment.
Gather customer info. The #1 reason appointments aren’t set is that employees forget to ask or miss vital customer details! Our scripts ensure all relevant customer data is captured every time.
Confirm and enter. Phone Ninjas scripts ensure your team confirms those key details and enters them into the CRM software as part of the process. This is critical, as 80% of calls never make it into the CRM database!
Customized language, great service. Our Phone Ninjas work with your business and sales team to ensure all language is on brand and uniform, no matter who answers the phone.
Qualify the customer. Scripts need to walk your employees through common questions and interactions—including objections, credit requests, etc.—to make sure your sales associates have everything they need to set the appointment and capitalize when the customer arrives.
Follow-up. Supervisor follow-up scripts are written to confirm appointments and provide directions to maximize customer show rates.

Employee Personalization of Phone Scripts

Our scripts are written to sell, but if employees sound robotic, customers will quickly be turned off and go elsewhere. That’s why our Phone Ninjas work one-on-one with your salespeople to customize their scripts to match their personality and language. Here’s how we help your employees stay on message while making the most of their talents.

Regional dialects or terminology are incorporated into the script with supervision and advice from the coaches. This guarantees your business sounds authentic and is relevant to your community.
We guide employees to incorporate their personality and personal speaking style into the scripts while retaining all the key features. That way, employees always sound like themselves as they work through the text.
We make script branching clear so there are no breaks or stumbles as they navigate customer conversations.

In-Depth Coaching on Phone Script Essentials

A great phone script is the foundation of big numbers. But without active coaching for your team, it probably won’t turn into higher set and show rates.

However, GMs and owners don’t have time to take a hands-on approach to training. That’s why we take the lead on phone script coaching with the following strategies:

Memorization and reinforcement. Your people need to know the script backward and forward, so we emphasize repetition and comfort. No scrambling for the next section during transitions.
One-on-one training. We deliver 15-20 minute individual coaching for each salesperson every week for our highest performing clients. These are based on real calls and give your people concrete feedback and practice without interrupting your daily workflow.
Develop delivery. We’re constantly supporting growth and customization to help keep things fresh.
Nail the fundamentals. All employees drill the basics so they know the flow and are prepared to go off script and improvise under unusual circumstances.
Mystery shops. We leverage mystery shops to get a real-world assessment of performance so we can deliver concrete feedback about how to set every possible appointment.
Follow-up. Coaches follow up on mystery shop data with targeted coaching for maximum improvement.

We Reward Success

Nothing motivates employees so well as rewards for above-and-beyond performance. That’s why we’ve introduced our quarterly Perfect Score Contest to encourage our teams to excel.

Team members with perfect scores on phone calls are entered for a chance to win.
Winners are drawn once every quarter.
Winners enjoy a six-night Hawaiian vacation with hotel and airfare fully paid for, and they even get $1000 in spending money!

Triple Your In-Person Appointments from Existing Phone Traffic

Now you can see how Phone Ninjas’ comprehensive approach to the phone script can help you dramatically improve your appointment set and show rates. Most clients double their appointments, and our most committed clients are achieving set rates of 87% or more.

And this is without having to generate any new phone traffic—we’re helping you better leverage what you already have!

We’re so confident of our program that we work exclusively on a month-to-month basis, giving you the freedom to work with us whenever you want without locking you into long-term contracts. We’ll even conduct two free mystery shops to help you better understand where your team’s phone skills are today, and where we can take you.