When you pay attention to the words you use to convey your message you can dramatically increase your desired results. In sales and customer service exchanges, you would be surprised at the plethora of bad habits and poor word choice that litters the lexicographical landscape.
Communication is at the core of every personal moment, experience, transaction and interaction. You are either cultivating and nurturing sales – or cutting them off at the kneecaps!
Here is the first example from the 6 BIG Sales Killing Mistakes that make your Customers Close their Wallets!!
For our discussion, we will identify the Situation, label the Problem, see the Implication and focus on what you Need for a resolution.
1. Negating your value.
Situation: You’ve just delivered a product of great value to your customer. He smiles, says thank you. You reply with: “No problem”.
Problem: By saying “No problem”, you just told him the transaction was valueless. It was no big deal. You have just negated the value of your product and subtly disagreed with your customer’s experience. Now he thinks less of what he just purchased, because of what you said.
Implication: He is much less likely to return as a customer, and/or refer his friends. You lose out on future sales!
Need: You need a replacement phrase that acknowledges the value of what you delivered, and validates how your customer feels. Here’s an example:
“You’re welcome. It was my pleasure to work with you. I know you will enjoy your new ____________ very much.”
With just a simple shift in word choice, the experience has changed for the better, for both of you.