The Secret to 4X’ing Your Sales? Trust the Process

As an operator or owner, you’re always looking to identify what to work on that will grow the business the most.

What if the answer to supercharging your sales was in front of you the whole time?

In today’s report, we analyzed 38,470 appointments by Nexstar contractors that use Rilla in the Home Services industry. We wanted to find out why some Nexstar jobs closed at a much higher ticket size than others. 

Here’s what we discovered: It all comes down to script compliance.

You’re probably used to trying to get your team to follow your process, only to get gripes and push back.

“Does this really work?”

“I’ve been selling fine for 10 years without a process, I don’t need to follow this”

“Following this is going to make me robotic, there’s no way I’m going to connect with a home-owner like this”

Thankfully, the data is in.

The data shows script compliance is the leading factor contributing to a higher close rate and average sale. If you want to quadruple your ticket size, your team must adhere to the process.

The best part about this growth hack? You already have all the leads and appointments set, you just need to execute to stop leaving revenue on the table.

But, as always, don’t just take our word for it: Let’s dive into the numbers. 

The Data on Nexstar Script Compliance 

At Rilla, we’ve seen a common pattern for companies across the board: technicians and comfort advisors with higher script compliance tend to have higher performance. 

‍For this report, we discovered that higher compliance with the Nexstar process is correlated with higher close rates and average sales.

We looked at jobs from 46 Nexstar companies from the last month where the technician was measured against the Nexstar service system on Rilla. Overall, Nexstar contractors have an average close rate of 39% and an average ticket size of $2,812. 

Nexstar Close Rates 

Conversations with the highest script compliance with the Nexstar process had a 53% higher close rate on average than those with the lowest compliance. When Nexstar contractors only stuck with 0-10% of the script, their close rate average was around 32%. While those who stuck to 90-100% of the script had an average close rate of 49%.  

Nexstar Ticket Size 

When it comes to ticket size, conversations with the highest script compliance had a $7,225 higher price on average than those with the lowest compliance. Nexstar contracts with 0-10% compliance had an average ticket size of $1,367. While those with 90-100% script compliance had an average ticket size of $8,592!  

Here’s the bottom line: Higher script compliance is key to increasing your close rate and ticket size.

The Challenges of Coaching Your Team to Follow the Script

Roleplaying and practicing the script with your reps will help them get comfortable with your sales process. But to really ensure that your team is following the script with customers, you need to be there. Ridealongs are the only way to know for sure what’s going on in the customer’s home. 

Plus, if you're doing physical ridealongs right now, you already know that the close rate of your team members is dramatically higher. Why? Because when you’re with them in person, they actually follow the script.

‍The ridealong's visibility and accountability make it one of the highest revenue-generating activities a business can conduct.

But how does that scale when you have a team of 10 or 20 that runs hundreds of leads a week? At that rate, physical ridealongs for every job are just not possible. At best, doing 10 ridealongs a week, you’re seeing less than 10% of the total leads that your team runs.

That’s where Rilla’s virtual ridealong software comes in. 

Start Tracking Script Compliance with Rilla 

Rilla enables companies to measure everything that happens during sales conversations at scale. Our mobile app records conversations between contractors and customers. Then, our AI transcribes and analyzes the audio, comparing it to your pre-loaded script and sales process to give it a final compliance score. 

Rilla’s scoring system holds your team accountable for sticking to the script. Plus, it gives you a tool for training and improving performance. 

Here’s how it works: 

1. Rilla assigns each conversation a script compliance score.
2. Managers and reps review and analyze the recordings, paying special attention to the lower-scoring conversations.  
3. Managers can create libraries of top-scoring audio recordings. 
4. Reps can then review and learn from those recordings.  
5. With all this data, reps and managers can make a plan for how to improve script compliance performance.

With a tool like Rilla, you no longer have to rely on physical ridealongs to monitor script compliance. Plus, Rilla tracks many more metrics that are key to increasing your sales, like talk ratio and longest customer story. With more data, you’ll have more information to drive your sales training and strategies. 

Start harnessing the power of data to boost your business with Rilla. Reach out to get started with a demo today!