Premier EPOS Sales Scripts

Over the next few pages are a free set of templates with a step by step on how to make your own
basic sales script that can be changed ever so slightly to fit your business (they are suitable for
businesses from most areas of the industry). Just let your sales staff try it out once you’re done and
see the huge difference it makes, it’s that simple.
Pick any one of the examples from each section, fill in the blanks as you need and put them all
together to make your own script. I have also included a pre-made example script as well as one of
the basic sales scripts that I give to my starter sales staff to use. You are free to use this script as
well.
Step 1 – introduce yourself to the customer:
Intro1: Hi my name’s ______ I was just wondering whether I could interest you in _______ today?
Intro2: Hello ______ I’m ________, I see that you ________, would you by any chance be interested
in ________?
Intro3: Hi _____ this is _____ from ______ and I was just wondering whether ______ would be of
any interest to you.
Intro4: Hi ____ . My name is ____ from ____ and I can see that you _____ I’m guessing that this is
because of _____. I just wanted to let you about a solution to ______.
Step 2 – Tell them the benefits/values of what you’re offering:
Value1: Multiple businesses within the same area as yourself have already used ______ and found
that it is the perfect solution to ______.
Value2: Many customers now use ______ because of all of the great benefits that it brings them
such as ______.
Value3: I can see that you already use _____ and that is great because it tells me that you have
knowledge of _____ however most of our customers have found that where _____ can do ____ &
____ our product/system/service can also do ______.

Step 3 – Downplay the customers and get them interested in the offer:
Downplay1: To be honest I’m not entirely sure that _____ is right for you, do you mind if I ask you a
question or two and hopefully it will prove me wrong.
Downplay2: You might not actually be able to make use of _____, usually it would only be beneficial
to customers who _______, do you mind if I ask you a few questions to make sure that I am not
going to be wasting your time?
Step 4 – Find out whether or not the customer is actually worth your time by using multiple
questions to qualify them:
Qualify1: Do you think that you would benefit from ____.
Qualify2: Is it currently challenging to ______.
Qualify3: Are you concerned about ______.
Qualify4: Are you/your business currently looking for ways to progress in ¬¬¬¬______?
Qualify5: Do you believe that you already know ______.
Qualify6: Do you and your team currently ______.
Qualify7: What is your current process for ______.
Qualify8: How do you currently solve ______.
Step 5 – Reference where others have had issues with the thing that your offer solves:
Issue1: Usually when speaking to other people from your retail area we have found that they have
had trouble with ______ is that something that you also have trouble with?
Issue2: By any chance do you have problems with ____ as we have found that most people in the
same area of business also have those problems.
Issue3: Sometimes when speaking to other individuals they have had problems with ______ does
that apply to you as well?
Step 6 – Rekindle interest in the offer by stating some key features:
Feature1: Well looking at what you have told me so far I believe that _____ is perfect for you as it
addresses ______ by ______. So I think it would be great to have a more in-depth discussion at some
point
Feature2: If we look at what has been said so far, you can rest assured knowing that _____ will solve
_______. I would recommend that we have a detailed talk about how to proceed at a later date.
Feature3: I can tell you that _____ has helped multiple people solve the same problems that you are
having, however, I believe that we will need to arrange more time for a longer chat at another time.
Step 7 – Decide which close you are going to use (Trial, Soft or Hard – use the conversation up to
this point to decide):
Trial1: So what do you think about everything that we have discussed up until now?
Trial2: Would you be interested in discussing what we have talked about today in more detail?
Trial3: Does this seem like it will be able to solve the problems that you are having?
Soft1: It would be great if we could organise a 10-20 minute meeting so that we can further discuss
what we have done to today and go over any further challenges.

Soft2: So would you like to book me in on your calendar somewhere?
Soft3: It is probably worth us scheduling a 10 minute chat before you go over any other alternatives
just to make sure that this is perfect for you.
Hard1: Right then, how does next Tuesday at 10am sound for you, we can have a 15/20 minute
meeting and can go over all of your goals and challenges.
Hard2: So the next free slot I have is this coming Tuesday at about 10am, how does that work for
you, it shouldn’t be any longer than 20 minutes and we can iron out everything that we have went
over today.
Hard3: Ok, how does your schedule look for next Tuesday morning for us to set up a 15 to 20 minute
chat where we can discuss the challenges and goals that we have gone over today, and I can give
you a more detailed overview of _____.
Example Customer Loyalty Sales Script.
Hello, I’m Holly, I see that you have bought the ‘Applaws’ natural complete dog food and I was just
wondering if I could interest you in signing up for our loyalty scheme today as one of our current
loyalty offers is on this particular product.
Many customers are now a part of our loyalty scheme because of all the great benefits that it brings
them such as, money off, exclusive health tips and information for your dog from experienced
nutritionists and offers of loads of items such as the dog food you have purchased as well as many
more.
You might not actually be able to make use of the loyalty programme all of the time as this is the
first time you are shopping with us and usually it would only be beneficial to customers who shop
from us frequently as they can build up points but if you don’t mind, could I ask you a few questions
to make sure I’m not going to waste your time?
 Do you believe that you will shop with us again?
 Do you think that you would benefit from experienced advice on the best care for your dog?
Sometimes when speaking to other individuals they have had problems with what they want to
purchase being in stock in other stores, does this apply to you as well?
If we look at what you have told me so far, you can be rest assured knowing that our loyalty
programme will give you what you are looking for and solve some of the problems you have been
experiencing. So I think it would be a good idea to discuss how the programme works in a bit more
detail and you can decide if you want to sign up or not. So, what do you think about everything that
we have discussed so far?

Example Sign Up Script.
Pick any one of the examples from each section, fill in the blanks as you need and put them all
together to make your own script. I have also included a pre-made example script that was made
using the same steps that you will see on the following pages. Try a variety of different scripts until
you find the one that works best for you.
Step 1 – Introduce yourself to the customer and ask if they are a member of your loyalty
program.
Intro1: Hi, my name’s ______ I was just wondering if you are a member of our loyalty scheme yet?
Intro2: Hello I’m ________, would you by any chance be interested in joining our loyalty program?
Intro3: Hi, I was just wondering whether out customer loyalty program would be of any interest to
you?
Step 2 – Tell them the benefits/value of becoming a member of the program.
Value1: It comes with lots of amazing benefits such as _____ and ______.
Value2: You would love it because _______, ________ and _______.
Value3: _______, ________ and ________ are just some of the benefits that you will be able to
make use of.
Step 3 – Find out whether the customer is worth getting into your program.
Worth1: Can I just ask, how often do you shop with us?
Worth2: If you don’t mind me asking, how often do you use our business?
Worth3: Do you use our business often?
Step 4 – Say what parts of your loyalty program other customers like/use the most.
Others1: All of our loyalty customers love ______ and ________.
Others2: Most of our customers seem to love the fact that our program includes _______.
Others3: We have Hundreds/Thousands of loyal customers who all benefit from things like _____.
Step 5 – Sign them up.
End1: Does it sound like something you would want to be part of?
End2: So, would you like to be a part of our customer loyalty program?
End3: Would you like to sign up and get the same benefits as our other loyalty customers?

Step 6 – Obtain consent for contact.
Consent1: We are always sending great offers and news to our customers, are you ok with us getting
in touch in the future to let you know about any promotions that we might be running?
Consent2: Would you like us to keep in touch with you and send you any news or offers that we
think you might like?
Consent3: We never spam our customers, however, we do like to send the occasional message your
way to let you know about any news or promotions that we might be running, is this ok?
S = Staff C = Customer
S “Hi, my name’s Holly. I was just wondering if you are a member of our loyalty scheme yet?”
C “No I’m not. Why what would I get?”
S “You would love it because you will get points with every purchase you make, early access to all of
our sales and a 10% discount in out Café. Can I just ask, how often do you shop with us?”
C “I usually come by every few weeks.”
S “That’s perfect. Most of our customers love the fact that our program includes recurring offers, so
even if you don’t visit often, you will still build up towards one of our rewards. Does it sound like
something that you would like to be part of?”
C “Yes that sounds great. <Gives Details>.”
S “Thank you, your details are on the system, and here is your loyalty card. Just before you go, we
are always sending out great offers and news to our customers by email and SMS, are you ok with us
getting in touch in the future to let you know about any promotions that we might be running?”
C “Of course.” <Consent Gained!>
‘I’m not interested’ Script
Step 1 - Introduce yourself and what you are offering to the customer, while understanding
that they are initially not interested.
Intro 1: Hello Sir/Madam. I can see that you may initially think that *product* isn’t right for your
business
Intro 2: Hi ____. I’m sorry that you think *product* isn’t relevant to your business.
Intro 3: Thank you Mr/Mrs _____. I understand why you may feel that *product* is not of any
interest to you.
Intro 4: Well ____, while it may seem like *product*, isn’t useful to you at first.
Intro 5: I’m very sorry that *product* doesn’t seem like it is initially useful to you _____

Step 2 – Reassure the customer to regain their interest in your product.
Reassurance 1: Other businesses have said the exact same thing to us and now they are loyal
customers.
Reassurance 2: However, I can assure you that the owner of _____ told me the exact same thing
at first
Reassurance 3: Some of our most loyal customers were sceptical at first, we are certain we can
change your mind.
Reassurance 4: Many of our other customers who bought this product doubted its usefulness at
first.
Reassurance 5: Customers who have previously bought *product* have been initially doubtful.
Step 3: Provide your customer with a real-life example to back up your claims.
Real life example 1: Now *business* are using *product* to help their business with X.
Real life example 2: Our recent customers are really pleased that the system makes *task* easier
Real life example 3: Businesses love that *product* solves *problem*
Real life example 4: Just last week _____ was telling me they loved how *product* helped them with
*problem*
Real life example 5: Recently one of our customers _____ told me that they were having great
success with *product*
Step 4: Make the product relevant to the customer.
Relate 1: Some of the key aspects of your business are A B and C, and our *product* can help to
improve them.
Relate 2: I understand that you want to improve A B and C within your business and *product* will
help you with that.
Relate 3: A B and C are essential to the success of your business, *product* helps you to grow these
areas.
Relate 4: A B and C are everyday problems that *product* can help eliminate
Relate 5: Common issues such as A B and C are made irrelevant by *product*
Step 5: Make the customer reconsider their initial response.
Reconsider 1: A B and C could help grow your business if improved is there a certain reason as to
why you don’t want to grow your business?
Reconsider 2: Do you believe that A B and C are currently the best that they can be?
Reconsider 3: Is there a particular reason as to why you don’t want to improve A B and C at this
time?

Reconsider 4: Do you not mind dealing with A B and C at this time.
Reconsider 5: Are you happy having to do A B and C constantly?
Example Script
Thank you Mr/Mrs _____. I understand why you may feel that *product* is not of any interest to
you; however, I can assure you that the owner of _____ told me the exact same thing at first and
now they are using *product* to help their business with X. I understand that you want to
improve A B and C within your business and *product* will help you with that. Is there a particular
reason as to why you don’t want to improve A B and C at this time?
We don’t have the budget Script
Step 1: Thank the customer for their time.
Thanks 1: Thank you for your assistance Mr/Mrs _____.
Thanks 2: Thank you for the insight, Mr/Mrs _____.
Thanks 3: Thank you for giving me your time Mr/Mrs _____.
Step 2: Establish a relationship with the customer.
Relationship 1: I understand why you may be hesitant to allocate some of your budget for a
product you have no experience with.
Relationship 2: I know that adjusting your budget can be a concerning experience
Relationship 3: I appreciate the fact that you may be concerned about making changes to your
budget.
Relationship 4: Finding the spare cash for an unexpected purchase can be sometimes difficult.
Relationship 5: With so many bills to pay, making purchases can raise some alarms.
Step 3: Tell the customer why they should keep listening.
Hook 1: I am only calling you to ensure that you don’t miss out on a major business opportunity
Hook 2: I am calling purely about a massive opportunity for your business
Hook 3: The reason I am calling you however is to start a dialogue and to inform you of a major
opportunity for your business.
Hook 4: There is a great chance for you that you don’t want to miss out on.
Hook 5: This call is regarding a massive opportunity for you that I don’t want you to miss out on.

Step 4: Tell the customer a success story.
Success Story 1: X and Y are some of our clients and they use *product* to help with A and B which
also has an effect on your business.
Success Story 2: Some of our clients such as X and Y have used *product* to greatly reduce A while
increasing B, is this something you would like to replicate within your business?
Success Story 3: CLIENTS X and Y implemented our tool to solve A and B and I understand these
are also problems for your business.
Success Story 4: Our customers X and Y used *product* to help them with *problem* and they
are thanking us for it.
Success Story 5: Just last week ____ one of our customers was talking about how *product*
really made *problem* a lot easier.
Step 5: Give the customer a second option.
Alternative 1: I understand you may not want to purchase *product* right now, it is essential for
your business that we continue this discussion when it is more convenient for your business.
Alternative 2: Even if you do not purchase our solution, it would be prudent for us to connect and
discuss the benefits for you when the budget does open up.
Alternative 3: You may not want to purchase *product* currently, however I guarantee it will be
beneficial to your business in the future so we should remain in contact.
Alternative 4: Purchasing *product* may not seem like a good option at the moment, but I know it
will benefit you in the future so I will keep in touch.
Alternative 5: While *product* doesn’t appear useful at this time, I can assure you it will be useful
further on so I will stay in contact.
Example Script.
Thank you for the insight, Mr/Mrs _____. I understand why you may be hesitant to allocate some
of your budget for a product you have no experience with. The reason I am calling you however is
to start a dialogue and to inform you of a major opportunity for your business. CLIENTS X and Y
implemented our tool to solve A and B and I understand these are also problems for your
business. Even if you do not purchase our solution, it would be prudent for us to connect and
discuss the benefits for you when the budget does open up."
Step 1: Apologise to the customer.
Apology 1: I apologise that you’ve had this experience
Apology 2: I am very sorry this has happened to you
Apology 3: I am deeply sorry about that

Step 2: Sympathise with the customer.
Sympathise 1: I agree that you shouldn’t be having this issue as you work hard and deserve good
value for your money.
Sympathise 2: This is unacceptable and shouldn’t have happened, you deserve a high-quality service.
Sympathise 3: I am on your side here, this should never have happened to you.
Step 3: Make the customer feel valued.
Valued 1: Our customers should always receive a high-quality service and be happy with their
purchase.
Valued 2: As a loyal customer you should be satisfied with anything you purchase from us.
Valued 3: We value you as a customer and you should never be unsatisfied with your purchases from
us.
Step 4: Provide an explanation.
Explanation 1: The product may have been damaged during shipping as our products are checked
before delivery to ensure a high-quality service.
Explanation 2: During transit the product would have been handled incorrectly, as a valued customer
we would never send you a faulty product.
Explanation 3: There must have been a mishandling during shipping as we would never ship a faulty
product.
Step 5: Give the customer a solution.
Solution 1: Let’s review your purchase and see if there’s a better option for you.
Solution 2: Let’s have a look at the options available to you
Solution 3: I will go through all of the solutions to your problem and you can pick the best one
Example Script.
I am very sorry this has happened to you, I agree that you shouldn’t be having this issue as you work
hard and deserve good value for your money. As a loyal customer, you should be satisfied with
anything you purchase from us. There must have been a mishandling during shipping as we would
never ship a faulty product. Let’s review your purchase and see if there’s a better option for you.

Hi Amanda, this is Kris from Premier EPOS and I was just wondering whether an electronic point of
sale would be any interest to you.
I can see that you already use an EPOS system within your business which is great because you’ll
already have knowledge of how they work. However, most of our customers have found that where
general EPOS systems can report, control and manage stocks and of course organise and track of
sales our system can do all of these things but also has a customer loyalty section which counts
points if you have a customer loyalty scheme and link offers with loyalty cards, has a security system
built in so there is staff management, logging, lockout, and restrictions as well as a customisable
sales screen so you can personalise it to your business plus many more award-winning features.
In my honest opinion I’m not entirely sure whether the system is right for your business but if you
don’t mind I’d like to ask you a few questions and hopefully, your answers will prove me wrong.
Despite being a small business do you think that you would benefit from being able to access live
statistics from your store, this involves viewing things such as your best/worst lines, staff
performance, takings from selected days etc.
Are you/your business currently looking at progressing into having your own customer loyalty
scheme?
Usually, when speaking to other people from your retail area we have found that they have had
trouble with the security of their business and are concerned about the level of information their
staff can access on their current EPOS system. Is this something you have had trouble with as well?
Would you like to be able to restrict access to certain things?
I can confidently tell you that our EPOS system has helped multiple people solve these problems and
if you are having the same ones or any others you would like to ask about I recommend that we
have a detailed talk about how to proceed at a later date. So, would you like me to book you in on
my calendar somewhere?

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