Tag: positive words

BAD WORDS IN A BUSINESS RELATIONSHIP

Published on by AnickLeave a comment

This is not about cursing, but about using words which can put off a customer – not unlike the expressions presented in the last post (August 7, 2015) – or worse, which can make him or her hesitate… We all heard this joke: “Sign the contract at the bottom, and press hard, there are three copies”! The beginning of this sentence features two words that may cause doubt with a customer who was ready to make a decision: sign and contract. These two words are definitive and binding in most people’s mind. Even if the customer appreciates you, the idea of a long-term relationship with you may be a deterrent. Doesn’t it sound better to ask for an approval on the agreement? Of course, the customer will get it, but choosing words with care simply shows tact and respect. Following is a short list of words to avoid, and replacement options, thus replacing a bad word with the good word:

Replace…                              With…

contract                                  agreement

sign                                        approve

cost                                        investment

price                                       value

buy                                         invest, acquire

sell                                         propose, offer

pitch                                       presentation

deal                                        offer

commission                            fee, service fee

problem                                  situation, challenge

no problem!                            My/our pleasure!

no (or) yes but…                    I understand, let’s see how/why

needs                                     expectations, goals

let me explain                        present, demonstrate

AND finally…

honestly                                  (avoid them all… period!)

frankly

small

always

never

outstanding

awesome

Seven effective ways to lose a customer

Published on by AnickLeave a comment

Let’s admit it: we all said things that we came to regret during a sales interview. That’s when we realized – especially when seeing the infamous rolling of the eyes from our customer – that the sale is lost. Following is a list – although incomplete – of key sentences that must be avoided to maintain our customer’s positive disposition.

    1. To be honest with you. This has to be the best sentence to activate your customers’ lie detector. From then on, they will think that the rest of your presentation is all lies. Take this one out of your repertoire, period.

2. I need this sale to reach my goal. Why would the customers help you? They are not your friend after all. If you utter this one, be prepared to give something in return, as they will understand that you are at their mercy.

3. You don’t understand. There is no better way to irk your customers! They will think you take them for fools that just don’t get it. Learn to preserve their ego. Instead, say: I feel I did not explain this clearly, let me try again.

4. I would be glad to do it, but my boss won’t let me. This is often said to maintain the business relationship. And the boss, not being there, is the perfect scapegoat. The problem with this excuse is that it reflects on the whole company, and if customers hear it repeatedly, they will tend to despise the company. Furthermore, if your boss finds out that you put the blame on him or her, you may hear about it during your annual review! Just avoid this one altogether.

5. Please be patient, we have other customers. So: this means that the others are more important than I am… but my money is just as good as theirs! If at all possible, try getting a colleague to help out.

6. This will cost next to nothing. It’s all a question of perspective: the value of money is not the same for all, and we should never assume that customers have a pocketful of money. Some may drive a Mercedes that can be a stretch to pay for, while others have a tight bank account. Avoid talking about money during the sales interview, talk about the advantages and keep the price for the end. 

7. We are doing our best. Customers do not care. What they want are results. If it is not possible to deliver, try offering solutions that will meet their needs. Happy customers will recommend your services. 

Some sentences — spoken or written — can ruin weeks, and even months, of efforts. Those who know this place themselves ahead of the competition. Taking care of the ways you communicate will ensure greater chances of success.