Some words trigger emotions. If you are in a sales role and say something that generates negative or angry emotions, your job becomes harder. Improve your sales effectiveness by avoiding the following 22 words or phrases and use their substitutes instead.
1. Avoid saying “contract.” Instead, use “agreement” or “paperwork.” Here is our service agreement. Let’s complete the paperwork.
2. Avoid saying “buy.” Instead, use “own.” Would you prefer to own this one or that one?
3. Avoid saying “sign.” Instead, use “authorize” or “approve.” I just need to get your authorization and we’re ready to go.
4. Avoid saying, “sign up.” Instead, use “enroll” or “join.” Would you like to enroll in our service agreement program?
5. Avoid saying “pitch.” Instead, use “presentation.” I’d like to present the options.
6. Avoid saying “deal.” Instead, use “special” or “special offer.” We have a special this month.
7. Avoid saying “salesperson.” Instead, use “advisor” or “consultant.” Let me send a comfort advisor to take a look at it.
8. Avoid saying “problem.” Instead, use “challenge.” There’s only one challenge we need to overcome.
9. Avoid saying “customer.” Instead, use “client.” She’s one of our clients.
10. Avoid saying “prospect.” Instead, use “prospective client” or “potential client.” We consider every one of your neighbors to be a potential client.
11. Avoid saying “supplier.” Instead, use “partner.” I’ve ordered the part from our partner and we should have it later today.
12. Avoid saying “sales call.” Instead, use “appointment” or “meeting.” I’ve got three appointments today.
13. Avoid saying “cheap.” Instead, use “affordable.” It’s our most affordable choice.
14. Avoid saying “cost.” Instead, use “total” or “total amount.” And, the total amount is only $5,000.
15. Avoid saying “objection.” Instead, use “concern.” Do you have any other concerns?
16. Avoid saying “no.” Instead, use the phrase, “here’s what we can do.” Can you give me a discount? Well, here’s what I can do…
17. Avoid saying “afford.” Instead, use “budget.” Is this more than your budget?
18. Avoid saying “I don’t know.” Instead, use “Let me find out.” Hmm, that’s in interesting question. Let me find out the answer and get back with you.
19. Avoid saying “HVAC.” Instead, say “air conditioning system” or “comfort system.” I’m in the comfort business, which is another way of saying I’m in the air conditioning business.
20. Avoid saying “SEER,” “EER,” “AFUE,” or “HSPF” alone. Instead, use “efficiency” with them. The system efficiency is 18 SEER, which is 80% more efficient than your current system was, when it was new.
21. Avoid saying “tons” or “Btuh” alone. Instead, use “capacity” with them. The system has a 3 ton capacity, which is generally sufficient for 1200 to 1500 square feet.
22. Avoid saying any manufacturer’s brand. Instead, use your brand. It’s a MyCompany system. Until we complete the system installation, it’s just a collection of parts, made up of other parts. The parts are less important than what we do with them.
Are you looking for a quality speaker for your contractor meeting? Check out the Service Roundtable’s Speaker Bureau. While you are in the area, check out their free downloads for contractors