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Ice Chip #338
Repetition is the mother of skill.
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 number five 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.
- Squelching their enthusiasm.
Situation: Your customer heard about your special program. He wants to participate, asks for an additional service, and you reply: “We can’t do that.”
Problem: His excitement and enthusiasm for your product is crushed – squelched – and dissipating right in front of you. What a letdown when you say, “We can’t do that.”
Implication: His perceived value is crushed – squelched and dissipating as well – right in front of you! He is already thinking about checking out your competition, to see if they CAN do that.
Need: In Remember the Ice, using BETTER Word Choice focuses on thinking, writing and speaking what you would like to have happen. In the case of this Critical 6 example, we remove the ‘t from can’t and we have: We can do that.
We can deliver that by 2PM tomorrow. It is my pleasure to take care of that for you, and thank you again for the opportunity to serve you.
We can make those requested adjustments for you; and we look forward to serving you again in the near future.
