Getting sales teams to actually use scripts is tough. Even harder? Getting scripts that work for your team, not just the vendor’s idea of what “good” sounds like. If you’re here, you probably already use Balto or you’re about to, and you don’t want canned, rigid playbooks that ignore how your people actually sell.
This guide is for sales managers, enablement leads, or anyone tasked with making Balto Playbooks less generic and more “you.” We’ll skip the vendor hype and get straight into how to make Playbooks that fit your process, not the other way around.
Step 1: Get Clear on Your Real Sales Process (Not the PowerPoint Version)
Before you touch Balto, map out what actually happens on your sales calls—not what’s in your training deck. Playbooks fail when they try to force a process that reps don’t use.
How to do this: - Listen to 5–10 real call recordings from your best reps. - Jot down the key stages and questions in their order, not the “official” one. - Look for branching points—where do calls go off-script, and when? - Identify what matters to your outcomes (e.g., qualifying budget, handling a common objection), not just what’s “nice to have.”
Pro Tip: If you skip this, you’ll end up with a Playbook no one follows. One-size-fits-all = no one uses it.
Step 2: Start With a Skeleton, Not a Novel
Balto Playbooks let you script out every twist and turn. Don’t. The temptation is to over-engineer, but the best Playbooks are short and flexible.
What actually works: - Map out the essentials: opening, discovery, pitch, objections, closing. - For each stage, jot down 2–3 key prompts or questions. - Add only the most common objections and branches. If it comes up once a month, skip it. - Use bullet points and prompts, not full paragraphs.
What to ignore: - Wall-to-wall scripting. Reps tune out if every word is dictated. - “Edge case” scenarios that only confuse things. - Company jargon nobody on the phone actually says.
Step 3: Build Playbooks in Balto—But Don’t Set and Forget
Now, jump into Balto and start building your Playbook. Here’s how to keep it usable:
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Use Balto’s Templates Lightly
The built-in templates are a starting point, not gospel. Copy what fits, delete what doesn’t. Don’t be afraid to start from scratch. -
Mirror Your Actual Call Flow
Name Playbook sections after what your team really calls them. “Intro” instead of “Greeting,” “Budget Talk” instead of “Discovery”—whatever matches your culture. -
Branch Only When It Matters
Balto’s branching is powerful, but too many branches = chaos. Only branch where the call genuinely goes in different directions (e.g., “no budget” path). -
Keep Language Natural
Write prompts the way your reps talk. “How do you currently handle this?” not “Can you please elaborate on your existing processes?” (Nobody says that.) -
Test in Tiny Batches
Roll out one Playbook to a small group first. Watch how they use (or ignore) it. See where they get stuck.
Pro Tip: Reps will ignore anything that feels like “compliance theater.” If they’re skipping prompts, the Playbook’s too long or irrelevant. Trim ruthlessly.
Step 4: Get Feedback from the People Who Actually Use It
Don’t just build in a vacuum. The best Playbooks are shaped by the people on the phones.
How to do this: - After a week, ask reps: What’s helpful? What’s annoying? What did you skip? - Sit in on a few calls and watch the Playbook in real time. Where do reps go off-script? Where do they click past sections? - Have top performers help edit the Playbook. If they wouldn’t say it, cut it.
What to ignore: - Feedback from people who never use the Playbooks. Optimize for the doers, not the loudest voices in meetings.
Step 5: Use Data—But Don’t Drown in It
Balto shows you “adherence” and “usage” stats. Use those, but don’t chase metrics for their own sake.
What to look for: - Which Playbook steps are getting skipped or ignored? - Is there a drop-off at certain branches? - Are certain prompts leading to longer (or shorter) calls? - Does following the Playbook actually move the sales needle, or just tick a compliance box?
Pro Tip: If adherence is low, it’s usually a sign your Playbook is too long or not matching reality. Data tells you where the problems are, not how to fix them. That’s where talking to reps comes in.
Step 6: Iterate Ruthlessly—Less Is More
The first version of your Playbook won’t be perfect. That’s fine. The best teams treat Playbooks like living documents.
How to keep improving: - Set a monthly reminder to review Playbook usage and outcomes. - Cut anything that isn’t adding value. Seriously. If in doubt, remove it. - Add new objections or prompts only when they’re coming up a lot. - Celebrate “less.” A Playbook that’s half the size but actually used is a win.
What to ignore: - The urge to add new stuff every time someone has a one-off idea. - Fancy features just because you can. Stick to what helps reps sell.
Step 7: Train for Flexibility, Not Robots
Balto’s real-time guidance is great for reminders, but you don’t want reps reading a script word-for-word. Train them to use Playbooks as a safety net, not a crutch.
How to do this: - Coach reps to glance at prompts, then say it in their own words. - Roleplay tough branches so reps know how to get back on track. - Emphasize that missing a step isn’t the end of the world—focus on conversations, not box-checking.
Pro Tip: The best Playbooks remind reps what to do, not how to be. Push for conversations, not compliance.
Real-World Pitfalls (and How to Dodge Them)
Let’s be honest: most Playbook projects die because they get too complicated or nobody owns them. Here’s what not to do:
- Don’t make Playbooks a side project. Assign a real owner.
- Avoid “set it and forget it.” Sales processes change; so should your Playbook.
- Don’t measure success by usage alone. If it’s used but doesn’t improve results, it’s not working.
- Skip the “one Playbook for every scenario” trap. Start small, expand slowly.
Keep It Simple, Keep It Moving
If you take one thing away: Balto Playbooks work best when you keep them tight, real, and flexible. Don’t get bogged down in making them perfect or comprehensive. Build small, test quickly, and let your sales team shape what sticks. Iterate, trim, and stay skeptical of anything that sounds too slick. The lighter your Playbooks, the more your reps will actually use them—and that’s what moves the numbers.