Round 58: Why What You Say Isn't Always What They Hear

 

Words Matter: How Your Language Can Make or Break a Sale

Listen to the Podcast Here

It happens all the time: you say something, but what you mean isn't always interpreted properly. Sometimes it can be quite funny...you know, like when you ask your kids to pick up their room and they hear "slide all of those toys and clothes under the bed so I can't see them."

But in sales, the difference between what you say and what your customer hears isn't always that humorous. This episode delves into how subtle word choices can drastically alter customer perception and impact sales. We'll highlight common phrases salespeople use and how they are often misinterpreted, along with better alternatives.

Key Idea: Effective communication requires careful word selection to avoid misinterpretation and build rapport.

Common Phrases and Their Misinterpretations:

• "How's the weather?"
  • Misinterpretation: "I'm a typical salesperson with nothing in common with you."
  • Better: Find genuine common ground. Instead of a generic icebreaker, try something like, "I noticed you have a [sports team] hat. Are you a fan?"
• "You like saving money, don't you?"
  • Misinterpretation: "I'm treating you like a child."
  • Better: Ask curious questions to understand objections. Instead, try "What are your thoughts on the value of [product/service]?"
• "Obviously..."
  • Misinterpretation: "I think you're not very bright."
  • Better: Base conclusions on customer statements and provide clear reasons. Instead of "Obviously, this is the best option," try "Based on what you've shared, it seems like [option] would be the best fit because..."
• "Honestly..."
  • Misinterpretation: "Everything else I've said is a lie."
  • Better: Make confident statements without "honestly."
• "As I said before..."
  • Misinterpretation: "You're not listening to me."
  • Better: Use "As you know..." to make the customer feel informed.
• "I'm sorry, that's just our company policy." * Misinterpretation: "I'm not going to help you."
  • Better: Express empathy and offer alternative solutions. Instead, try "I understand your frustration. Let's see if we can find a solution that works for you."

Key Takeaways:

• Build Rapport: Seek genuine connections beyond clichés.
• Maintain Rapport: Use curiosity and questions instead of condescending phrases.
• Maintain Trust: Make confident statements without unnecessary qualifiers.
• Revisit Points Effectively: Use "as you know..." for a positive impact.
• Convey Empathy: Focus on solutions and customer control.

Overall Message: Paying close attention to language and choosing words carefully can significantly enhance communication and improve sales outcomes. By avoiding misinterpretations and building rapport, you can create a more positive and productive sales experience for both you and your customer.

What are some phrases you've encountered that you think might be misinterpreted by customers? Share your thoughts in the comments below!