Many organizations have scripts that instruct people on exactly what to say.
Here’s when to use a script:
When the person on the other end of the phone is bound by some form of policies and procedures. THAT’S IT!
Here’s why: when you use a script on someone that is bound by a policy, you are essentially playing a game that you can win. When you tell the cable company you’re thinking of leaving for a competitor, they are bound to try and keep you, which can result in lower payments, more channels, and the sudden availability of new options.
On the other hand, if the person on the other end is just a normal human being without a policy or procedure, there is nothing that would compel a reasonably sane person to sit through an inauthentic, canned sales pitch.
Here’s the only difference (because everyone can spot a script), if the other person doesn’t HAVE to listen to your scripted speech, they won’t and therefore, your script is useless. It should be abandoned immediately in favor of being connected, personable, and human.
Ditch the script, unless you’re trying to lower your APR.