Better Words For Sales Conversations

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1. Never use the word “BUT” to counter an objection in Sales Conversations

This one little word is often used when responding to an objection and it can spoil everything else you say. “But” negates everything you say before it so disagreement is all the customer hears in sales conversations.

If a customer comes up with an objection, acknowledge it and follow with the word “and” not “but“.

Customer: This software sounds like it would take a long time to install.

Salesperson: Yes, it does take a long time to install and that challenge is taken care of by our own expert consultants who set the whole thing up for you as part of the service.

Customer: It’s very expensive

Salesperson: I understand you thinking that and that’s why I would like to include a free service contract in the price for you for 5 years. How does that sound?

2. Change “Why” questions to i in Sales Conversations

Sometimes “why” makes prospects feel defensive and it can sound like a demand or an interrogation. The research shows that you can double the amount of information you get from your customer if you begin your questions with “how”.

When the customer feels uncomfortable with you (which they might do with “why”) they will not buy from you. They will only buy when they do feel comfortable with you. “How” will be less challenging for them and less of an interrogation.

Salesperson: Why did you buy from XYZ company?

change to:

How did you make a decision to purchase from XYZ company?

Salesperson: Why aren’t you interested?

change to:

How specifically could we make this of more interest to you?

3. Start using the words “For You” in your sales conversations

These two words personalise the conversation and make the customer feel special. When the customer feels special, he is much more likely to buy.

For example:

Salesperson: I have prepared the proposal for you and it is on its way by courier.

Salesperson: I have a great idea for you!

4. Avoid closing sales conversations with:

“Not a problem” “No worries, mate”

These expressions leave customers on a negative note. Say “That’s fine” and “Thank you for your business”.

More on this topic can be found in the E-book Don’t Get Hung Up! or hard copy book

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