by
Art
Sobczak One
word resulted in the release by China of the 24 U.S. spy-plane crew members.
Regret wasn’t good enough. Sorry wouldn’t do. But
adding very to sorry did the trick.
Perhaps a word or two
of yours might not save 24 lives, but words certainly can make your job easier
and more profitable–or more difficult. According to communication expert
Bert Decker, the impressions you make in your first two seconds of communication
are so vivid, it takes another four minutes to add 50% more impression–positive
or negative–to that communication. Here are a few telephone communication
tips that can help aid in winning new clients:
- Use the words you and
your to help them visualize themselves already enjoying the results of what
you have to offer.
- Saying Do you understand?
or Are you following me? is insulting. Instead, place the burden
on yourself: Did I explain that clearly enough?
- Be specific about times
and dates. Don’t say, I’ll call you sometime next week.
Instead, ask, Would next Thursday at 1:30 be a convenient time for you
to speak with me again?
- While in your car
(preferably alone!) pick out a billboard, a building, or an object, and
practice describing it in colorful, emotional, and desirable terms. Use
plenty of inflection. Avoid words like thing and stuff.
- Don’t use five
words when one will do. For example, use now instead of at this
point in time. Use because instead of due to the fact that.
Use many instead of a great number of.
- End calls with a positive,
instead of the self-demeaning I don’t want to take any more of your
valuable time. Simply say, Thank you. I look forward to our next
conversation.
- When dealing with an
irate customer, don’t refer to her issue as a complaint. Use terms
like situation, concern, this matter, or misunderstanding.
- Avoid using the word
just to belittle yourself and your importance. For example: I
was just calling today ...
- Avoid words that put
them on the spot, such as Of course you will agree ... , Everyone
knows that ... , And of course you’d want that, wouldn’t
you?
- To direct them back
to business after going off on a small-talk tangent, transition by saying,
Getting back to what we discussed earlier... , then ask a question.
- Avoid saying I’ll
be honest with you ... . It’s a waste of words. Plus, people might
wonder what you were when you didn’t say it.
- Avoid the use of "disclaimers"
like I might be wrong, but ... . People want definite answers, not
wishy-washiness.
- Use when instead
of if to help your prospect visualize himself enjoying your benefits.
For example: When you buy this home, you’ll find yourself in the
early mornings sitting on the back porch drinking your first cup of coffee
while gazing out at the mountains.
Art Sobczak gives real-world,
how-to, conversational ideas and techniques helping salespeople use the phone
more effectively. He is the author of numerous books, taped training programs,
and publisher of the Telephone Selling Report sales tips newsletter.
Copyright© 2002, Art Sobczak. All rights reserved. For addition information,
contact the Frog Pond Group at 800/704-3764 or e-mail susie@frogpond.com.
Illustration
© Artville.
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