Podcasts > The Game w/ Alex Hormozi > The Ultimate Sales Script: Never Lose a Sale Again | Ep 968

The Ultimate Sales Script: Never Lose a Sale Again | Ep 968

By Alex Hormozi

In this episode of The Game, Alex Hormozi explores the fundamentals of effective sales scripts, drawing from his experience of generating $106 million in sales over a three-day period. He explains how consistent scripting allows sales teams to analyze and improve their performance, while also detailing the key elements of successful sales communication, including optimal speaking speed and clear pronunciation.

The episode covers techniques for converting objections into opportunities to highlight product benefits, and emphasizes the importance of the discovery phase in understanding customer needs. Hormozi discusses how memorization enables natural delivery with strategic pauses and pitch variations, and explains why asking for the sale multiple times throughout a conversation can lead to better outcomes.

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The Ultimate Sales Script: Never Lose a Sale Again | Ep 968

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The Ultimate Sales Script: Never Lose a Sale Again | Ep 968

1-Page Summary

The Importance of Scripting and Knowing the Script

Alex Hormozi emphasizes that careful scripting is fundamental to sales success, pointing to his own achievement of generating $106 million in 72 hours using a well-crafted script. He argues that consistent sales scripts enable teams to analyze, refine, and improve their performance collectively. Without a script, Hormozi notes, it becomes significantly harder to incorporate feedback and enhance sales outcomes.

The Elements of Effective Sales Tone

According to Hormozi, successful sales communication relies heavily on delivery. He recommends speaking at a volume that ensures customer understanding and maintaining a pace of 135-185 words per minute for optimal comprehension. Clear pronunciation is essential, and salespeople should avoid mumbling.

Hormozi suggests that memorizing the script allows for natural delivery with appropriate pauses and inflections. He emphasizes that varying pitch and using strategic pauses can effectively highlight key points in the sales message, creating a more engaging and authentic presentation.

Techniques For Handling Objections and Closing the Sale

Hormozi advocates for reframing objections as opportunities to showcase product benefits rather than treating them as obstacles. He stresses that most of the selling process occurs before the closing phase, during the discovery stage where salespeople should focus on understanding customer needs through probing questions.

In terms of closing, Hormozi emphasizes the importance of asking for the sale multiple times throughout the conversation. He advises salespeople to address objections directly and use these moments as opportunities to reinforce the connection between the customer's problems and their proposed solutions.

1-Page Summary

Additional Materials

Counterarguments

  • While scripting can be beneficial, over-reliance on scripts may lead to robotic interactions that lack personalization and fail to address unique customer concerns.
  • Generating a large amount of revenue in a short time, like $106 million in 72 hours, may not solely be the result of a well-crafted script; other factors such as market demand, product quality, and brand reputation could also play significant roles.
  • Scripts can sometimes hinder a salesperson's ability to think on their feet or adapt to unexpected questions or situations that fall outside the script.
  • Rigid adherence to a script might prevent sales teams from developing the necessary skills to engage in genuine, consultative conversations with clients.
  • While a certain pace of speech is recommended for clarity, the optimal pace can vary depending on the context, the product, and the customer's preferences or cultural background.
  • Memorization of a script can be helpful, but it can also lead to a lack of flexibility in responding to real-time feedback or changes in the customer's demeanor or interest.
  • The effectiveness of varying pitch and strategic pauses can be subjective and may not resonate with all customers or in all cultures.
  • Reframing objections as opportunities is a useful technique, but it must be done with care to ensure that the salesperson does not appear dismissive of the customer's concerns.
  • The assertion that most selling occurs before the closing phase might oversimplify the sales process and underestimate the importance of the closing phase itself.
  • Asking for the sale multiple times can be effective, but it can also come off as pushy or aggressive if not done tactfully, potentially alienating the customer.
  • Directly addressing objections is important, but it must be balanced with empathy and understanding to avoid appearing confrontational or dismissive of the customer's perspective.

Actionables

  • You can practice your sales script with a voice recording app to monitor and adjust your volume, pace, and clarity. By recording yourself, you'll be able to hear if you're speaking too softly or too quickly and can work on enunciating your words more clearly. For example, use an app that shows the decibel level of your voice to ensure you're not too loud or too soft, and one that counts words per minute to keep your pace within the optimal range.
  • Develop a habit of role-playing sales scenarios with a friend or colleague to refine your delivery and objection handling. Take turns being the salesperson and the customer, focusing on using strategic pauses and varying pitch to emphasize key points. This exercise will help you become more comfortable with the script and improve your ability to think on your feet when addressing objections.
  • Create a feedback loop with customers by sending a short, post-interaction survey that asks about the clarity and effectiveness of your communication. Use a free online survey tool to gather this information, which can help you identify areas for improvement in your script delivery. For instance, include questions about whether the pace was too fast, if the information was clear, and if the customer felt their objections were adequately addressed.

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The Ultimate Sales Script: Never Lose a Sale Again | Ep 968

The Importance of Scripting and Knowing the Script

Alex Hormozi underscores the value of a carefully crafted script for excellency in sales performance, attributing his own success to meticulous scripting.

Scripting Is Essential for Effective Sales Pitches

A Well-Rehearsed Script Boosts Successful Sales

Hormozi emphasizes that saying the right words through proper scripting is crucial for a successful sales pitch. A well-prepared script is essential, as demonstrated by his impressive success in a product launch that made $106 million in 72 hours using a script. He suggests that without the right script, one could miss out on maximizing revenue. He gives an example of the kind of scripting he uses, with lines such as, "Now at that point, if you have a quote pitch, then you'd say, hey, the three ways we're gonna do it is this, this, this. That's gonna help you create or resolve your constraint or resolve your overweightness, whatever it is."

Consistent Sales Scripts Enable Team Collaboration and Improvement

Hormozi advises that having a script provides consistency in sales conversations, which is pivotal for improved collaboration and performance within a team. Consistency allows for a standardized approach that can be repeatedly analyzed and refined to enhance sales outcomes.

Using a Uniform Script Allows For Analysis and Refinement to Improve Sales Outcomes

With a uniform script, ...

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The Importance of Scripting and Knowing the Script

Additional Materials

Clarifications

  • Alex Hormozi is a successful entrepreneur and author known for his expertise in business growth and sales strategies. He has founded and scaled multiple companies, particularly in the fitness and service industries. His opinions matter because he has demonstrated proven results, such as generating millions in revenue through effective sales techniques. Many business professionals look to him for practical advice on improving sales performance.
  • In sales, a "script" is a pre-written guide outlining what to say during a sales conversation. It typically includes key points, questions, and responses tailored to address customer needs and objections. The length varies but is usually concise enough to keep the conversation natural and flexible. Its content focuses on clear messaging, benefits, and calls to action to drive sales effectively.
  • A "quote pitch" refers to a specific part of a sales script where the salesperson presents key offers, prices, or value propositions clearly and succinctly. It helps structure the conversation by outlining main points or solutions the product provides. This segment guides the prospect through understanding benefits and pricing, making the pitch more persuasive. Integrating a quote pitch ensures clarity and focus within the overall scripted dialogue.
  • In sales, "constraint" refers to a customer's main problem or obstacle preventing them from achieving a goal. "Overweightness" is a metaphor for excess issues or burdens the customer wants to reduce or eliminate. Addressing these directly in a script shows understanding of the customer's needs. This approach helps tailor the sales pitch to offer specific solutions.
  • A well-crafted script ensures clear, persuasive communication that resonates with the target audience. It helps maintain focus on key benefits and addresses objections effectively. Consistency in messaging builds trust and drives higher conversion rates. This structured approach can significantly amplify sales results, contributing to large revenue figures like $106 million.
  • Consistency in sales conversations builds trust with customers by delivering a reliable and professional experience. It ensures key messages and value propositions are clearly communicated every time. Consistent interactions make it easier to identify which parts of the pitch influence buying decisions. This reliability also helps new team members learn and maintain high performance quickly.
  • Without a script, feedback in sales is often based on individual memory and subjective impressions, making it inconsistent. Sales managers rely on recordings, notes, or direct observation to identify strengths and weaknesses. This approach can lead to varied advice and less precise improvements. It is harder to pinpoint specific language or structure issues without a standardized reference.
  • Analyzing and refining a sales script ...

Counterarguments

  • Scripts may lead to robotic and impersonal interactions, which can turn off some customers who prefer a more personalized approach.
  • Over-reliance on scripts can hinder a salesperson's ability to think on their feet and adapt to unexpected questions or situations.
  • Scripts might not account for the unique needs and pain points of each customer, potentially leading to a one-size-fits-all approach that is less effective.
  • Rigid adherence to scripts can stifle creativity and prevent salespeople from developing their own style and rapport with clients.
  • In some cases, scripts can become outdated quickly in fast-moving industries, and constant updating may be impractical.
  • A focus on scripting might overshadow the importance of product knowledge, active listening, and genuine customer engagement in sales success.
  • Some sales environments, such as consultative selling, may benefit more from a flexible framework rather than a fixed script.
  • Scripts can create a false ...

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The Ultimate Sales Script: Never Lose a Sale Again | Ep 968

The Elements of Effective Sales Tone

Effective salesmanship doesn't only rely on what is said, but also how it's said. Hormozi elaborates on the critical elements of sales tone that can greatly impact the outcome of a sales interaction.

Optimizing Speaking Clarity

Speak Loudly for the Customer to Understand

Hormozi emphasizes the importance of volume in sales communication. He advises salespeople to speak loudly enough for customers to hear, especially in person. He consistently reminds salespeople, "Number one, you gotta speak loud enough," and "Hey, you're not speaking loudly enough." Speaking clearly and at a sufficient volume ensures that the customer can fully grasp what the salesperson is trying to convey.

Speak At a Pace of 135-185 Words per Minute For Customer Comprehension

To ensure customers comprehend the sales pitch, Hormozi recommends speaking at a moderate pace, specifically between 135 and 185 words per minute. He notes that speaking too quickly can erode trust, and speaking too slowly might suggest a lack of intelligence. "Number two, you gotta speak at the right speed." Though not explicitly detailed, the implication is clear: pacing is critical for customer understanding.

Pronounce Each Word to Aid Understanding

Clarity in speech is further achieved by enunciating each word. Hormozi stresses, "Number three, you have to articulate every word so they can understand you." By advising against mumbling, Hormozi highlights the necessity of clear and rounded pronunciation to aid the listener's understanding.

Variability in Cadence Creates a Natural Tone

Being able to speak with a natural and conversational tone can make a sales pitch far more effective. This requires a variability in cadence that comes from deeply knowing the script and moving past merely reading the lines.

Memorizing the Script Lets the Salesperson Speak Naturally, With Pauses, Inflections, and Rhythm, Avoiding a Reading Tone

For salespeople to avoid a monotonous or reading tone, Hormozi suggests memorizing the script. This allows them to breathe life into the script with pauses, inflect ...

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The Elements of Effective Sales Tone

Additional Materials

Counterarguments

  • Speaking loudly is context-dependent; in some settings, speaking too loudly could be perceived as aggressive or off-putting.
  • The optimal pace of 135-185 words per minute may not suit all customers, as some may need a slower pace to understand complex information or may prefer a faster pace due to time constraints.
  • Articulating every word clearly is important, but over-enunciation can sometimes sound unnatural or patronizing.
  • Memorizing the script can lead to a natural tone, but it can also result in a lack of flexibility to adapt the conversation based on the customer's responses or needs.
  • While pauses and pitch changes can be effective, overusing these techniques might come across as manipulative or as if the salesperson is trying too hard to sell, which could be off-putting for some customers.
  • A natural and conversational tone is generally positive, but some customers may interpret ...

Actionables

  • Record your sales pitches and play them back to analyze your tone, pace, and clarity. By listening to yourself, you can identify areas where you might be speaking too quickly, too slowly, or not enunciating clearly. Try to notice if your voice maintains a steady, monotonous rhythm or if it varies naturally. Use this feedback to adjust your speaking habits accordingly.
  • Practice delivering your sales pitch to a friend or family member and ask for their honest feedback on your delivery. Encourage them to note down moments when they felt engaged or disengaged, and whether your tone and pace kept their interest throughout the pitch. This real-time feedback can help you understand how your delivery style affects listener engagement.
  • Use a metronome app while rehearsing your sales pitch to train yourself to ma ...

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The Ultimate Sales Script: Never Lose a Sale Again | Ep 968

Techniques For Handling Objections and Closing the Sale

In sales, handling objections effectively and mastering the art of the close are both critical to success. Hormozi breaks down the process into practical strategies for salespeople looking to improve their closing rates.

Reframing Objections As Opportunities to Make the Sale

Turn Objections Into Product Benefits

Hormozi suggests that objections should be reframed as reasons why the customer actually needs the product. For instance, if a potential buyer cites a lack of time or money, the salesperson can counter by positioning the product as a solution that saves time or money, thereby turning potential objections into benefits.

Avoids Confrontation, Focuses On Customer Needs

This approach helps to avoid confrontational situations and keeps the focus on addressing customer needs, by aligning the product's advantages with the customer’s pain points.

Majority of Selling Happens Before Close

Focus On Discovery and Pitch to Understand Needs and Present Solutions

Hormozi notes that a significant portion of selling takes place before the actual closing phase. The conversation's discovery stage is crucial; salespeople often falter here. It’s important to ask probing questions, like "What have you done so far to solve this problem?" or "How long have you been struggling with this?"

Early Stages in Sales Process Are Key; Objection Handling and Closing Are Minor

Salespeople should continually ask for specifics and examples during the interaction until they have two to three key points that tie directly to the solutions they offer. Hormozi emphasizes the importance of everything that precedes the customer interaction over the exchange itself.

Asking For the Sale Multiple Times Is Key

Salespeople Secure Sales By Repeatedly Prompting Customer Decisions

The salespeople who secure the most sales do so by asking for ...

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Techniques For Handling Objections and Closing the Sale

Additional Materials

Counterarguments

  • Reframing objections as product benefits may not always be genuine or ethical, especially if it involves stretching the truth about what the product can do.
  • Positioning a product as a time or money saver may not be effective if the customer's objection is rooted in a budget or schedule that genuinely cannot accommodate the product.
  • Avoiding confrontation by focusing on customer needs is important, but it should not come at the expense of addressing legitimate concerns that the customer may have about the product.
  • While the discovery stage is crucial, objection handling and closing are also important and can be the deciding factors in whether a sale is made.
  • Asking probing questions is essential, but salespeople must ensure they do not make the customer feel uncomfortable or interrogated.
  • Gathering key points that tie directly to the solutions offered is useful, but salespeople must be careful not to ignore or dismiss objections that do not neatly fit into their sales narrative.
  • Repeatedly asking for the sale can be effective, but there is a fine line between being persistent and being pushy, which can turn customers off.
  • Addressing objections head-on is important, but sa ...

Actionables

  • You can create a personal objection-handling script by writing down common objections you encounter and crafting tailored responses that highlight your product's benefits. For instance, if a customer says they don't have the budget, your script could include a response that demonstrates how your product is an investment that will save them money in the long run.
  • Develop a habit of reflective listening by summarizing the customer's points during conversations to ensure you understand their needs, which will help you connect those needs to your product's solutions. For example, after a customer explains their issue, you could say, "It sounds like you're looking for a way to streamline your workflow, which our software is designed to do by automating repetitive tasks."
  • Prac ...

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