Modelling your script
AudienceScript Master or Campaign Manager
Modelling your script is the same as modelling transitions through a process. The example shows you a high level transition process for seeing when and where your script is successful or fails.
The concept behind this transition table is simple, every sentence you speak buys you more time and interest into saying the next sentence. Every sentence, and every word should be selected for the purpose of portraying a message information or providing an action for the customer
The above model, is an example of the transition system in action. Which will allow you to analyse the effectiveness of each sentence and what occurred at each point of the script.
In modelling the script we use a simple table structure
|Sentence||Tone||Purpose of the Sentence||Expect Customer Response||Types of Respose|
|Good Morning, How are you this morning?||Enthusiastic||Set mood for the call||Yes||[Ok,Fine,Good]|
|I am calling on xyz company on a recorded line||Enthusiastic, Fast||Regulatory||No|
|I'm calling to inform you that you have ...||Positive||Customer Solution Statement||No|
|additional sentence...||Confident||Pre qualifying Questions||Yes||[Yes,No]|
|[Yes] The yes route sentence...||Confident||Pre qualifying Questions||Yes||[Yes,No]|
|[No] The yes route sentence...||Confident||Pre qualifying Questions||Yes||[Yes,No]|
Each part of the script has an exact purpose, with known outputs. So that you can think about how the customer response, how the customer interacts, and how it functions
At this point, you will need to test the model. Through acting as the customer, and the script reader.
Are there any unnecessary details ?
Do the customers understand each work?
Are there any routes which are not followed ?
Once you have the model of the script, as you can see above, you can take the transition and analise the process. Identifying drop offs, common rebuttal's to identify issues, tonal problems and continually improve the script.