Beware of Words That Derail Sales Calls

Just as a carpenter needs the right tools to do his job effectively, a sales person also needs good tools, and your best tools are words.  A telesales person needs to be able to rely on words because the prospect can’t see you smile or shake your hand.

After writing a recent article about words, I received some great emails from readers offering interesting word ideas.  (Thank you to everyone who sent word suggestions.) This tip came in an email message from Canada.  Catherine in Toronto wrote:

“This may be a little thing, but I find I get a better reaction from clients when I phrase questions in a specific way.  Instead of saying: ‘Let me ask you a question,’ or ‘I’d like to ask you a question,’ and then going ahead and asking the question, I say: ‘May I ask you a question?’  Most people say ‘Yes,’ and I feel it’s more courteous this way.” 

Words Can Help or Hurt

Words that can drive a customer away:  “We don’t (or we can’t) do that.”

Better: “Let me see how we can help.”

Wimpy Words: “We’re trying to help our customers by . . .” (“Trying” sounds like you might fail.)

Stronger Words: “We help our customers by . . .”

Sometimes changing just two words can make a big difference.  Look at this statement:
“The price is $24.95 each. But the best deal is when you get two, because you save $5.00.”

Better: Substitute value for deal and and for but.

“The price is $24.95 each, and the best value is when you get two, because you save $5.00.”

Patience Pays Off

Megan wrote from New Jersey to say: “I sell a system that can be complicated to some people, so I had to learn to be patient with prospects who didn’t immediately understand my product.  When they asked questions about something I had just explained to them, instead of saying ‘You don’t understand,’ I say this:

“Based on what you’re saying, I probably didn’t explain clearly.”

That’s a great way to answer someone who has trouble understanding what you’re explaining, not only in business, but also in everyday life.

“No problem”

It is wonderful to be appreciated by your customers, and when they compliment you on your good service, it’s tempting to reply: “No problem.”  But this phrase can cause your customer to associate your hard work with the word “problem.”

Better:  Every time a customer says thank you, a better response is:  “My pleasure.”

When you think about – and choose – your words carefully, you can attract more customers and maintain long-term business relationships.  If you can persuade someone to take action and make a decision, based almost entirely on your ideas and the words you use, you can be very proud of yourself.

Do you have word suggestions you’d like to share?  Leave a comment below.  I would love to hear from you!

3 Responses to “Beware of Words That Derail Sales Calls”

1. Carol Hansen says:

   April 3, 2010 at 10:55 pm

   Boy, the “no problem” hit the nail on the head for me. Everywhere you go nowadays, if you thank someone, the answer is “no problem.” What is the deal with that? Doesn’t even make any sense to me. Of course it’s not a problem. “You’re welcome” has been deleted from the English language it seems. When I hear “no problem” I start wondering if there was a problem or did I miss something. “My pleasure” is not used much either. Guess it just too much of a PROBLEM. :0)

   Carol
   Carol Hansen´s last blog ..Who Knew This Guy Was So Cool?

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2. Ann Barr says:

   April 3, 2010 at 11:20 pm

   Carol, thank you for your comment. It is surprising how often “no problem” is used and how seldom we hear “My pleasure.” And when making a purchase at the grocery store or pet supplies store, after handing over my money, usually the words I hear – instead of “thank you” – are “you’re all set,” or “have a nice day.” What happened to “thank you?”

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3. Beware of Words That Derail Sales Calls « Telephone Sales says:

   May 8, 2010 at 5:29 pm

   [...] full post on Ann Barr» Ann Barr : Teaching You How To Outsell Your Competition : Sales Coach Tags: Ann Barr, Best Tools, Beware, calls, Carpenter, Derail, Good Tools, Job, Recent Article, [...]

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