What people say during a sales call is everything. Language is complex, as is the psychology of the human mind. At Turner Enterprises, Inc., we pride ourselves in being experts in sales relationships. There are subtle phrases that many novice salespeople drop during a conversation that can kill the sale.
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| Flickr CC via Aaron Gilson |
“This is the best option”
Whatever the best is for a certain person does not apply for
another. Instead, state how great option could turn out to be.
“To be honest…”
The customer is expecting you to be honest at all times. By
even hinting that you’re not always being honest, they may believe you are
untrustworthy or hiding facts.
Phrases that Guarantee
Never state a product or service you’re selling is the “lowest
price” or “risk-free”. Many customers are used to sales people who are not
completely honest with them. Avoid these phrases to keep your customer’s trust
growing.
Discouraging Phrases
“You don’t need…”, “we can’t”, and “we won’t” are all
phrases to never be used. This should be a given, but positive language is much
more productive than negative language.
“You should”
You shouldn’t be telling your customer what they should do.
Instead, suggest some options and make sure the customer knows that the choice
is up to them. No one enjoys being told what he or she needs to do.
Unhelpful Tones
Every type of sarcasm or passive aggressiveness should never
be used in business. Have a nice, friendly demeanor to keep customers calm.
“I think”, “Perhaps”, “I believe so”
Anytime you sound unsure of an answer to a question, it
makes the customer uneasy. Try and avoid these types of words and sound
definitive and knowledgeable.
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| Trust me.... /Flickr cc via seaturtle |
“Trust me”
These words will almost always turn away a customer. Your
own trust may not be enough, and if you can’t guarantee success, this will lead
to some bad feedback on you.
“Cheap”
There’s nothing better than sealing the deal with a customer
through offering some type of incentive. However, calling it a “cheap” deal
does not help. Stick to “cost-effective” or “value for your money”. These sound
better without making the customer think about poorly done services.
