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Julie Hansen

Good article Matt. Customers expect a customized experience and scripts rarely provide that and are often delivered poorly. Technology is certainly one tool, but I'm not sure scripts are totally at fault. The inherent problem with scripts is that it is completely unnatural for 99% of the population to take words that aren't their own and deliver them conversationally. Actors study and train to be able to do this so that it appears natural. They have tools and techniques to help them make the words sound as if they are their own, and improvise or pivot off of script as necessary. Not providing salespeople with these tools and expecting them to deliver a script like a pro is wishful thinking. Sure, you may get a natural or two, just like there are some natural actors out there, but it's inconsistent at best.

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