Talking to Brokers 101: The Script No Dispatcher Should Be Without

Contacting brokers is often an essential part of a dispatcher’s job. However, conversations between dispatchers and brokers can be inconsistent and unproductive if both parties don't communicate professionally. Using a practiced script when speaking with brokers is crucial to building trust, demonstrating expertise, and securing the best rates.

Having a script eliminates awkward silences and rambling, while also ensuring dispatchers get all the necessary load details upfront. It portrays the dispatcher as experienced and helps foster a business-focused discussion. Most importantly, following a script prevents brokers from dominating the conversation or avoiding important questions. Dispatchers who sound knowledgeable and direct are taken more seriously and have more leverage when negotiating rates.

A conversational yet professional script empowers dispatchers to consistently have effective dialogues with brokers. This puts dispatchers in a stronger position to get the rates and loads they deserve. Ultimately, utilizing a script sets the tone that a dispatcher is an expert worthy of respect, leading to more profitable broker relationships.

When You're Calling the Broker

When you are the one initiating contact with a broker, it's important to start the conversation in a professional manner. Introduce yourself and clearly state the purpose of your call. For example:

"Hello, I'm John Smith with XYZ Trucking. I'm calling about your load posting from Atlanta to Dallas for delivery tomorrow. Is that load still available?"

This opening establishes who you are and why you are calling. The broker will recognize you are calling about a specific load in a straightforward, business-like way.

After introducing yourself, inquire about the load details. Ask specific questions to demonstrate your knowledge and experience. Key information to obtain includes:

- Pick-up and delivery dates/times

- Shipper and consignee hours and appointment requirements

- Type of load (dry van, reefer, flatbed, etc)

- Commodity being hauled

- Weight and dimensions

- Palletized vs floor loaded

By methodically asking about the load particulars, you present yourself as an informed professional. The broker will gain confidence in your abilities and be more likely to offer the load. Avoid asking about the rate too early, as that may influence other factors. Once you have all the details about the load, you can move the discussion towards negotiating a competitive rate.

Additional Load Questions

When speaking with a broker, it's important to gather all the details about a load's particular requirements, as this information will affect your rate quote. For dry van loads, key questions to ask include:

- Is the load palletized? Pallets make loading and unloading easier, reducing labor costs.

- Is it a clean load? Clean loads reduce the need for washouts afterward.

- Are there any special requirements for the trailer like a certain height or liftgate? Special needs may warrant a higher rate.

- Are the products food-related? Food-grade trailers often command higher rates.

For open deck loads, you'll want to ask:

- Does the load need to be tarped? Tarping takes extra labor and supplies.

- Are there any special accessories needed to secure the load like straps, chains, or headache racks? Properly securing irregular loads takes more time and equipment.

By gathering details on load-specific requirements upfront, you can provide a more accurate rate quote to the broker that takes into account any additional costs you may incur. Asking the right questions demonstrates your experience and prevents surprises down the road.

Discussing the Rate

When you have all the necessary information about the load, it's time to discuss payment. Avoid jumping right into asking "What's the rate for this load?" too early in the conversation. There are factors about the load that can affect the rate, so you want to have all those details first.

Let the broker provide their rate offer first. Even if they ask what rate you need, try responding with "What are you offering for this load?" to get them to name the first number.

When you do get the broker's offered rate, respond with a number that is slightly higher than what you actually need or want. This leaves room for negotiation and increases your chance of getting a better rate in the end. A good rule of thumb is to add 5-10% onto the rate you're aiming for, so you have space to negotiate down.

The key is to get the broker to make the first rate offer, and then counter a bit higher. With some professional back and forth, you can often meet in the middle at a good win-win rate for both parties.

When the Broker Calls You

When a broker contacts you about a load you have posted, it's important to maintain control of the conversation. Follow these tips:

- Confirm the truck is still available. Give a simple "Yes, it's still available" without offering additional information yet.

- Allow the broker to provide the load details first. Take careful notes and make sure you get all the necessary information like dates/times, pickup/drop off locations, type of load, special requirements, etc. Don't interrupt or ask questions until they finish explaining.

- If the broker fails to give all the details you need, take the lead and go through your standard load information questions. For example:

- What are the pickup and delivery dates/times?

- Are there any special load requirements like tarping, refrigeration, etc?

- What type of freight is it and is it palletized?

- What commodities are being hauled?

- Maintaining control of the conversation shows your experience and prevents the broker from dominating and setting rates in their favor. Follow your standard process for gathering intel so you can negotiate the best rate possible.

The key is staying professional and guiding the discussion to get all the info you need, even when the broker calls you first. Taking the lead demonstrates your expertise in the industry.

Being Professional

Maintaining professionalism is key when speaking with brokers. How you communicate demonstrates your experience in the industry and helps build trust between you and the broker.

Speaking in a courteous, business-like manner shows the broker they can rely on you to provide excellent service. Avoid using slang or informal language. Stick to industry terminology the broker will be familiar with.

Listen carefully when the broker provides information. Repeat key details back to confirm you understand all requirements. Taking notes can help you remember specifics.

Stay positive and patient on the phone. Do not get frustrated if negotiations take time or you need to clarify information. Keep your cool and continue conversing professionally.

Controlling your tone and carefully considering your words leaves the broker with a good impression. This increases the likelihood of building a lasting business relationship, which can lead to more loads and improved rates in the future. Professional communication pays off.

Using the Script

Following a professional script when speaking with brokers or shippers is key to presenting yourself as an experienced and knowledgeable trucker. While you'll want to maintain some flexibility based on the specifics of each load, having a script ensures you get the necessary information and negotiate effectively.

The main benefits of using a script are:

- Demonstrates your expertise in securing freight loads. Asking the right questions and using industry lingo reassures brokers they are dealing with a true professional.

- Helps you control the conversation flow. By guiding the discussion, you can methodically collect vital details and discuss rates at the optimal time.

- Allows you to negotiate from a position of strength. Having the load specifics prevents brokers from dodging questions or playing games with the rate details.

- Builds trust and rapport. Following a courteous, professional script shows you are a reliable partner brokers can count on to move their freight efficiently.

- Leads to more loads and better rates. Brokers want to work with truckers who make the process smooth and painless. A script proves you are knowledgeable and gets you the best deals.

In short, consistently using a professional script in broker interactions helps establish your credibility in the industry. This leads to more opportunities, better relationships with brokers, and the ability to negotiate win-win rates on loads. It's a simple way to get ahead and earn more as an independent trucker.

Key Takeaways

Using a professional script when communicating with brokers can lead to several benefits:

- Using a consistent script helps dispatchers come across as knowledgeable professionals. Brokers will recognize that the dispatcher is experienced, which builds trust.

- Asking the right questions at the right time demonstrates that the trucker understands the logistics field. Avoiding discussing rates too early shows patience and strategic thinking.

- Speaking concisely while gathering the necessary load details projects competence. Taking control of the conversation as needed also asserts expertise.

- Presenting oneself as an expert through effective communication techniques can lead to higher rates. Brokers may be more willing to negotiate if they respect the trucker's skills.

- Maintaining professional language and tone throughout the conversation, whether calling or receiving a call, makes a strong impression. Avoiding unprofessional behavior preserves trust.

- Having a script eliminates uncertainty about what to say. Knowing exactly how to initiate contact and guide the discussion leads to greater confidence on calls.

- Overall, utilizing a well-crafted script for broker communications promotes professionalism, builds expertise, and ultimately can help dispatchers secure better load rates through effective negotiations.

Conclusion

Using the script provided in this article as a guideline for phone calls with brokers can lead to great success in securing loads and reasonable rates. While the script serves as a helpful structure, remember that being flexible, professional, and personable is also key.

Every broker and situation is unique, so feel free to tweak the script as needed while maintaining your professionalism. The core elements - introducing yourself, gathering information, asking good questions, and negotiating - will guide you in having effective conversations.

With practice, using a script becomes second nature and helps present dispatchers as knowledgeable, trustworthy professionals. Brokers want to work with reliable, veteran dispatchers and will respond positively to your expertise.

In time, you may even forge ongoing relationships with brokers and become a preferred carrier for certain lanes. Approaching every broker call as an opportunity to build your reputation will lead to more loads, better rates, and a thriving business. Use this script as a starting point to achieve success.