Within the communication process come into play several factors that have little to do with what is actually said by the words: nonverbal language and body, knowledge of the interlocutors, familiarity with the issues and their speeches degree of complexity, the subject of the degree of involvement and the roles of the latter, the context, the motives to interact, etc. It is well known and generally accepted: verbal language constitutes about 7% of communication between individuals.
However, although the communication distance for more than 90% through nonverbal channels, what we say greatly influences the reactions of those we face, precisely because of the intervention (unconscious) of some of the factors mentioned above. For a seller, therefore, know how to use verbal language without pushing your customer on the defensive is a fundamental quality. Now let’s see the phrases and words that would be better used to not say to improve their sales skills.
# Forget the usual statements made
As the phrases may extremely comfortable, making you act within your comfort zone, remember that you’re not the only one to think this way. Some formulas as “we are the leader …”, “our offer is the best”, “our products are unbeatable” and so on, are used and abused by many other sellers (most, actually). Suspicious customers, if used in the case are not directly demonstrable; they appear inexperienced or unprofessional and end up detracting from rather than enhance what you propose.
# Use the “we”
Accustomed as we are to formalism, we use the “you” without even realizing it. With strangers, professors, school, bosses or authority in general may be fine, as regards the sale is definitely not recommended to abuse it. We have to establish a relationship with who we face, trying to undo the distance that separates us and establish a level of more family communication, “confidential”, inclusive. For these reasons, when if the opportunity presents itself, it is preferable to replace “you”, polite but too formal for the purpose, the much more including “Us.” Instead of “I want to make her understand …”, “I want to show them”, “follow me in reasoning” is more appropriate to say “we try to understand …”, “see”, “reason together.” The aim is to highlight the mutual interest that both of you are going to meet together.
# Earned the trust without asking
Often people in an attempt to “conquer” the customer, using phrases and words that are intended to shift the focus on their moral qualities and the privileged relationship that we intend to establish with them. In an effort to show honest you say “I want to talk to her honestly,” “I’ll be honest with you”, etc …; to show that you are giving complete and truthful information is used “she is intelligent, I can not lie” or “with you I can not pretend that …”; to please you tend to make them feel special with phrases like “just because it’s her …” or “with her I might make an exception …”. Well: all these phrases, as well as being hackneyed, have the effect exact opposite and push the customer to doubt your honesty and your good faith. The trust must be won in another way, learning to present what you offer in a professional and comprehensive manner. If you can show completely different from any other seller, even your product will be unconsciously perceived as different and better than everyone else.
You may also like to read another article on AnarchismToday: How to do business networking: 7 tips to cure and business relations
# Not contradict customer
Sometimes not being able to express themselves clearly, or to be in front of someone who does not understand correctly what we mean. What must not happen is to find yourself contradicting customers with phrases like “you do not understand,” “she did not understand”, “misunderstood”, “you are mistaken.” It is the best way to annoy the other party and establish a distance that will be difficult to fill. Therefore, it is always better to get involved, show humble, helpful, patient and willing to self preferring phrases like “I explained bad, re-explain”, “we do another example”, “we evaluate it from another point of view”.
# Evita words or phrases in putting on the defensive …
Some questions may have a “no” for an answer, or instinctively put on the defensive the client. Therefore, they must be replaced with other similar capable of expressing the same concept : a “cost” becomes an “investment” and therefore an opportunity; instead of “there is a problem” is better “there was a “mishap”; avoids putting pressure setting a “date” (rather a less formal “meeting” ); do not ask “I can steal five minutes?” what “can devote five minutes?” as well as “I can bother you?” is replaced with “the contact to …”. Similarly, avoid inter layers expressing doubt or ambiguity as “uh”, “um”, “no, I wanted to know …”, “unfortunately.” They are all very common words and phrases that the customer, in addition to having already heard, could be associated with previous bad experiences or usually “seller of smoke.”
# … Above all: Never use negatives!
This last point is, in all probability, the most important of all: any doubtful or negative form must be ejected from your sales vocabulary. The “no”, the “no”, conditional and all modes of discourse like (including interlayers analyzed earlier), as well as to express doubts and uncertainties on the part of the speaker, generate the same feelings and the same reactions in those who listen. For example, “no, you’re right” or “no, that’s fine” or “no, as he prefers to” express a closure that “yes, you’re right,” yes, all right, and “yes, as he prefers” not transmit.
Faced with the denial, in fact, we think unconsciously to its opposite, to its positive: to say “I do not want deceive” insinuates the fear of being cheated or deceived, “do not regret it” pushes to think that they might repent of something,” will have “brings problems to imagine the problems that could result from that choice,” is not obliged “places before all improbability of choice, “it is no ordinary product” suggests exactly the usual product. Well, better to permanently delete phrases of this type, because they are likely to jeopardize the sale and invalidate the efforts made so far.