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 second 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.
2. Passing the buck.
Situation: She asks you for help. You search for something else to do so you can look “busy”.
Problem: She now feels neglected and a bit like an imposition to you, because you said, “It’s not my job”.
Implication: “Are you interested in helping her?” She feels like you negated her value as a customer. She wonders if it is worth coming back again.
Need: Zig Ziglar would say, “You need a check-up from the neck-up. Your attitude determines your altitude.”
Whatever it takes to serve your clients and fellow team members is the proper attitude.
From a Remember the Ice perspective, the comment actually says: “It is my job.” (AND, I am enthusiastic about having my job.)
(Go 90 days without a one, and see how enthused you are without a paycheck.)