It should be the goal of every salesperson to ditch the traditional pitch over the phone or in appointments, and instead create a connection that leads to a collaborative conversation. So how is that done? What are the right and wrong words to say?
Tell me More – You’re steering the conversation, but letting the client talk so you can listen.
That’s true, but – You’re agreeing with them, but also showing how you can make a difference.
The difference is – This shows you clearly understand both sides, but can add context and comparison.
What this means is – It’s a chance to highlight your benefits and differentiate your product.
Imagine yourself – Create space in the conversation for the client to make an emotional connection.
What is important to you? – The more you know about the client and the problem, the better.
The value here – Clients want to know what they can get or gain and why it’s worthwhile.
You’re making a mistake – It doesn’t build trust or credibility to tell people they are wrong.
Honestly, I think – This implies that everything you said previously wasn’t the truth.
Let me talk to my manager – It shows you don’t have the authority and aren’t the person to talk to.
How can I help you? – You should know this already. You should know the problem and how to solve it.
Is this a good time? – It only gives away control of the conversation from what you want to say.
Obviously – This can feel both condescending and negative at once, plus make people stop listening.
Maybe – It can show you’re not sure of yourself or confident in what you’re saying or selling.