Key Takeaways
- Avoid using generic phrases like “interesting” and “I know how you feel” that lack specific feedback and empathy.
- Personalize your communication by acknowledging recent events or accomplishments to show that you’re paying attention.
- Listen actively and acknowledge concerns rather than dismissing them with phrases like “don’t worry” or “no problem.”
Imagine you’re on a first date, and your date keeps saying, “That’s interesting.” Or, “I know how you feel.” Would you be impressed? Probably not. In sales, we often use similar phrases without realizing how they can damage our communication. Here are seven seemingly harmless sales phrases to avoid:
“Interesting”
This overused word is devoid of specific meaning. Instead, provide specific feedback or insights. For example, instead of saying, “That’s interesting,” you could say, “I appreciate your unique perspective on this issue.” This shows that you’re actually listening and engaged in the conversation.
“I trust you’re doing well”
This formal and detached phrase can make prospects feel like they’re just another number. Instead, use personalized references to recent events or accomplishments to show that you’re paying attention. For example, you could say, “I saw that you recently launched a new product. Congratulations!”
“Don’t worry”
This patronizing phrase can make prospects feel like you’re dismissing their concerns. Instead, acknowledge their concerns and offer solutions. For example, instead of saying, “Don’t worry,” you could say, “I understand your concerns about the price. Let me see what I can do to find a solution that works for you.”
“I know how you feel”
This presumptuous phrase can make prospects feel like you’re not really listening to them. Instead, express empathy by acknowledging the difficulty or challenges they face. For example, instead of saying, “I know how you feel,” you could say, “I understand that this is a difficult decision for you.”
“No problem”
This phrase can minimize your actions and imply that the prospect’s request was inconvenient. Instead, say “You’re welcome” or “I’m happy to help.” This shows that you’re genuinely interested in helping the prospect.
“As I said before…”
This passive-aggressive phrase implies that the prospect isn’t listening. Instead, skip the qualifier and restate your point. For example, instead of saying, “As I said before, the price is non-negotiable,” you could say, “The price is non-negotiable.”
“Obviously”
This condescending phrase can make the prospect feel stupid. Avoid using it and simply deliver your message without implying that it’s self-evident. For example, instead of saying, “Obviously, you need to sign the contract,” you could say, “Please sign the contract.”
Bonus: In addition to avoiding these phrases, there are a few other things you can do to improve your sales communication. First, be genuine and authentic. People can tell when you’re being fake, so be yourself and let your personality shine through. Second, listen more than you talk. This will help you understand the prospect’s needs and build rapport. Finally, be patient. Sales is a marathon, not a sprint. It takes time to build trust and close deals.
By eliminating these phrases and following these tips, you can improve your sales communication, build trust, and avoid misinterpretations. This will lead to more closed deals and happier customers.
Frequently Asked Questions:
What are some other phrases that I should avoid in sales?
In addition to the seven phrases listed above, here are a few other phrases that you should avoid in sales:
- “Just checking in”
- “I’m just following up”
- “I’m not trying to sell you anything”
- “Can I ask you a quick question?”
- “I’m sure you’re busy, but…”
How can I improve my sales communication skills?
Here are a few tips to improve your sales communication skills:
- Be genuine and authentic.
- Listen more than you talk.
- Be patient.
- Practice active listening.
- Use positive body language.
- Speak clearly and concisely.
- Use humor appropriately.
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