The Sales Script Debate: To Follow or to Deviate

The Problem With Sales Scripts (And How I Found a Better Way)

It had been over two weeks—more than 80 sales calls—without a single close.

I was doing everything "right." I had a script. I followed it. I handled objections. But something wasn’t working. Some days, I’d crush it. Other days, I’d fumble through calls, unsure of what went wrong.

I started with a script but often leaned on my "natural persuasion skills" to guide the conversation. It worked… sometimes.

But that was the issue: it was unpredictable.

When I followed the script word-for-word, I felt robotic, like I was just checking the boxes. When I abandoned it completely, I’d get lost, talk in circles, or miss key steps.

I kept wondering: Is there a way to combine structure with flexibility?

That’s when I realized that a script shouldn’t be a crutch—it should be a framework. Once I understood why I was saying certain things, I could shift my focus from the words I was speaking to what the prospect was actually saying.

And that changed everything.

Sales Building Blocks: Levels of the Game

Sales success isn’t binary—it’s a progression. There are levels to the game, and knowing where you are determines what you should be focusing on.

Level 0: Improvised Selling

• No process = no predictability.

• Rambling through calls without knowing what to say or when to say it. i.e. lack of intention

• Every call feels like starting from scratch.

Level 1: Knowing What to Say (Scripted Selling)

• Following a script provides a rigid roadmap to structure conversations.

• Ensures key points are covered and objections are addressed.

• Great for beginners, but lacks growth

Level 2: Knowing Why You Say It (Process-Based Selling)

• Extrapolating the reasoning behind each question or phrase in the script.

• Building a flexible process rather than just reciting lines.

• Allows for deeper connection and natural conversation flow.

Why Beginners Should Start With a Script (But Not Stay There)

I'm a language learning nut, currently learning my 5th language. It's amazing the similarities between a new language and sales.

When you're a beginner, you memorize key phrases and sentence structures. You might start by repeating things word-for-word, even if they don’t feel natural.

But eventually, if you want to be fluent, you can’t just rely on scripted phrases—you have to understand why words are structured a certain way so you can adapt in real time.

Sales is no different.

A script teaches you the fundamental phrases, questions, and objections that work. You start by following it word-for-word until you get comfortable. But here’s the mistake: Many salespeople never take the training wheels off.

Eventually, you need to understand why the script works—why you ask certain questions, why specific word tracks trigger responses, and why the order of a conversation matters.

All in all: What's the goal here?

Once you internalize those patterns, you earn the right to modify and personalize your approach.

The Game-Changer: My First Process-Based Call

I’ll never forget the first time I ditched the script and relied on process.

At the end of the call, I went for the close and braced for an objection. "Let me think about it", "Let me talk to my partner", "Let me run 12.7 miles and I'll get back to you"—you know, the usual.

But… it didn’t come.

The prospect just said “Alright, how do we start?”

I was shocked. Not every call was that smooth afterward, but that was the moment: when you deeply understand the person you’re talking to, you don’t need a word-for-word script.

The Sales Fluency Model: Moving from Script to Mastery

Now here's how I'd break down what to work on at each level:

Level 0: Improvised Seller

• Learn that script. Stick to the words. Memorize them. Drill them.

• Focus on mastery. If they do A, you say B.

• Don’t rush to “make it your own” yet— you have to learn the rules before you break them.

Level 1: Scripted Seller

• Ask yourself: Why does this line work? What am I trying to get out of it?

• Start adapting to real-time responses instead of rigidly following the script. When you know the why, trust your gut.

Level 2: The Sales Flow

• Check in with yourself - are you getting too "improvised" or too "rigid" again?

• Don't let one bad call make you throw your process away

• Focus on listening behind the words instead of just thinking about your next line.

But... I'm a Natural

Some salespeople believe they don’t need a script at all. They assume that because they’re extroverted or a good speaker, they can just “freestyle” their way to success.

This is a massive mistake.

Even the best “natural” salespeople follow an internalized process. The difference? They don’t need it written in front of them.

💡 Improvised selling only works if you’re unconsciously competent from the get-go.

The likely truth? You start like the rest of us, pay your dues, then earn the right to be a supposed "natural."

Striking a Balance

Sales shouldn’t be rigidly scripted or completely improvised.

The best closers understand that a script is a guide path, like learning a language. They have a defined structure, but the flexibility to move naturally within it.

If you’re struggling with consistency, don’t throw out scripts altogether—instead, transition toward a process-driven approach.

The result?

More natural conversations, deeper connections, and higher close rates.