Is your script helping or hurting your calls? ☎️
Call scripts are like GPS. They’re helpful, they keep you from getting lost, and they make sure you're hitting the important stops.
But sometimes the fastest path to a closed deal is off the script.
The best reps know exactly when to make that turn.
Others stick to the script like glue—and it can end up killing a deal before it’s even started.
Let’s be clear: I’m not anti-script.
Scripts are great when they help you:
- Set a repeatable structure for calls
- Cover key discovery questions without forgetting them
- Stay calm and focused under pressure
- Ramp up new reps faster
- Handle objections smoothly
So yes—use the script. Just use it like a launchpad, not a leash.
Let’s talk about when and how to veer off the scripted path.
The Gym Guy Test 🏋️♂️
A while back, I got a sales call from a gym I was considering joining.
I asked the sales rep a very simple question:
“Do you offer month-to-month memberships, or do I have to sign an annual contract?”
Pretty clear, right?
Instead of answering the question, the guy pulled out a line from his objection-handling script:
“Well, how much is your health worth to you?”
❌ Wrong answer, champ.
I wasn’t objecting to the price.
I wasn’t unsure about the value.
I know exactly what my health is worth—THAT’S WHY I’M JOINING A GYM.
If the rep had just answered the question I asked, he would’ve learned why: I’d be moving to a new city in a few months and didn’t want to get locked into a 1-year contract.
But this guy couldn’t deviate from his script. He wasn’t with me in the conversation. He was stuck in his own little pitch loop. So, I signed with a different gym.
What to use instead of a script
The antidote to script-paralysis is actually super simple:
🚨 ASK QUESTIONS 🚨
You have conversations with the humans in your life, right?
And when you do, you ask them questions because you’re genuinely interested in them, right?
Do that, but on a sales call.
Here’s how my gym guy conversation could have gone with Questions™️:
Me: “Do you offer month-to-month memberships, or do I have to sign an annual contract?”
Him: “You can do month-to-month—but can I ask why you’d prefer that option?”
Me: “I’m moving soon and don’t want to get locked into a long contract.”
Him: “Got it! Well, if it helps, you can transfer your membership to one of our other locations. That way, you can still get the 1-year contract discount. Where are you moving? I can see if we have a location there.”
And boom—just by being a human who asks questions, he could have led the conversation to a closed deal and left me with a better impression of the brand.
Ask questions to understand your prospect’s situation. Even if you already know the answer to the question before you ask it, ask it anyway.
The question isn’t only for you—it’s also for them. Your prospect wants to feel heard.
Some probing questions to keep in your back pocket:
- What’s going on in the business that triggered you to look into a tool like ours?
-
Can you walk me through how you’re doing this today?
- How are you planning to make a decision on this?
- What happens if you don’t solve this problem?
- What’s stopping you from moving forward today?
- How will you know when you’ve found the right solution?
If all else fails, you can’t go wrong with the ol’ trusty: Why?
Literally.
Just asking “Why?” forces people to think a level deeper.
Think about when a toddler hits you with a million why-questions in a row, and before you know it, you’re Googling “why didn’t T-Rex have tiny legs too?”
The point is: When the script helps, use it. When it’s getting in the way of real understanding—burn it and ask a better question.
⚡️Get Dialed-In
In your next call, challenge yourself to veer off-script.
When they give a real answer, don’t move on.
Instead, ask:
“Can I pause for a sec—I want to understand that a little deeper. Why [insert context]?”
