In sports, a playbook outlines a team’s strategies, tactics and plays to deploy in different situations to help beat the opposition. It is an invaluable tool in propelling a team toward victory. Sports teams win championships with the flawless execution of great playbooks.
In business, as in sports, it pays to be prepared. While customer service and sales commonly rely on playbooks, they are not as prevalent in marketing. Having predetermined responses helps customer service and sales representatives respond consistently and quickly to frequently asked customer questions, objections and concerns.
