No one doubts the power of words or expressions have to conclude or derail a sale, and as we shall see, it is the simple and commonly used words that can make a difference.
Below we will make a short list of expressions to avoid and those to be used to increase the chances of successfully conclude a sale.
● The questions begin with “NO”: “I do not want anything else?”, “He does not want to buy it?” And other similar questions that begin with are not harmful to the sale because the customer prepares to respond with a no. All these questions can easily be replaced by expressions more “positive”, like “Can I show this’ other object”, “How do you prefer?” We must put the question to guide customers to products or services that meet needs.
● Excess in general (referring expressions): excessive familiarity with the customer, use of slang terms too simplistic or too technical. As a general rule, let the customer to guide you through the kind of language used. If you show familiar to you can be sure to reciprocate the same familiarity, whether in conversation or using technical terms, however, shows some knowledge of the topic you can contact him by using technical terms. If you do not know the topic then strives to make everything as understandable as possible and avoid terms that the customer does not understand. Be professional and respectful to discover what kind of language best suited to that customer.
● Saying is “Expensive”: One of the most serious mistakes that the seller can do is tell the customer that this product is “expensive”. The price is often due to anxiety, you never know how to deal with, some sellers pronounce it quickly, and others have a moment’s hesitation before the other reviews saying that the product is expensive. But these are just some of the expressions used by vendors to incorporate the customer who is buying an expensive product. The only way to overcome anxiety is to study the product price and the customer “type” of that particular product in order to gain security and confidence when you address the issue price or value of the product.
● The name of the customer: Everyone loves to hear his name, the seller can exploit this common feature, repeating the name of the client during the conversation. In this way the customer will incorporate that you do not you just repeat the script for sale, but you’re really talking to him. Take it into account and would like to find a solution to your needs.
● Possessive pronouns: During the conversation, say “Your”, “Yours”, “your” as tools to strengthen their sense of ownership of the customer and at the same time stimulate his imagination. For example: Avoid “Our insurance plan” and say “your insurance plan.”
● Question: “What do you think?”, “How do you … …” or similar questions will help the seller to find out possible objections or concerns of the customer and to focus attention on the most appropriate solution to the needs of the interlocutor.
With regard to written communications, it is necessary to draw customers’ attention highlighting the benefits that will buy your product or service, or you try to create a message as to arouse the curiosity of the customer.
So, to sell more you need to use words or expressions that:
● They capture the attention of the customer: you, only, opportunities, news, discovery, for the first time, and so on. etc..
● Transmit credibility: leader (market), warranty, tested, satisfaction, testimonials, commitment, research, etc.. etc..
● This translates into an advantage for the customer value, economy, savings, revenue, profit, performance, etc.. etc..