A slight change in the language we use when selling or servicing customers can have a much more positive impact than we realize. Look over the following examples of how slight changes in the words or the way something is said can make a difference. Determine how you could adjust or adapt them to be more effective with your customers and clients. As you read the examples remember there can be exceptions to the rule.
- “How may I specifically be of service to you today” or “what is it that I can do to assist you” is much more positive than “may I help you”. Most people really don’t want to be helped or get tired of “may I help you?” It gives them the feeling that they really can’t do it for themselves. Assistance or service is much more complimentary.
- “Would you like to own this automobile”, or “would you like to own this newscast for 6 months”. These two are often more effective than, “can I sell it to you?”
- “The monthly budget you would need is $800” or “your monthly investment for this would be $800” instead of “your payments are $800”. We all have too many payments so who needs more.
- “If you would just put your OK here”, or “approve it” or “authorize it” is much stronger than “please sign where the X is”.
- “Let’s take a few minutes and draw up this agreement” is much more positive than “let’s take a few minutes and draw up a contract”. Contracts are much too binding.
- “May I take a customer statement on you?” is more positive than “may I take a credit application?”
- “In order to show that we are serious about this, I need a $4,000 partial investment.” This is much more positive than “I need a deposit of $4,000”.
- “The market value of this product is $6,000” or “the owner would like $6,000 for this item,” is more positive than saying “the asking price of this product is $6,000.”
- “I’m sure that we can come to an agreement that both of us will be happy with” is much stronger than “I’m sure we can put a deal together.”
- “Forgive me it was an oversight on my part,” is much more positive than saying “I’m sorry for what happened.”
- “Let’s go over here and have a look at it,” is stronger than “why don’t we go over here and have a look at it?”
- “We’re getting pretty close on the investment…the difference is now only $4,000.” That is much more positive than saying “we are still $4,000 apart.”
- “Congratulations on the fine buy that you’ve made, Mrs. Simpson” can be a positive way to reinforce the decision. Sometimes it’s better than saying thank-you for the business. I personally like to do both.
- In real estate, it is much more positive to say “the market value of your house based on the following houses sold last month is $200,000.” That’s more positive than saying, “yours isn’t worth more than $200,000.” Automobile salespeople may use the same type of approach.
- In real estate, it’s much better to use the word ‘house’ when you’re talking to the person that’s selling and more positive to use the word ‘home’ when the buyer is looking at buying a home.
The seller usually doesn’t like to sell their home, they’d rather sell their house. Re-look at the language you use. Small adjustments can at times make a big difference.