1. “Do you want it or not?” Or “Do you wear it?”
The first mistake of some sellers is to lead customers to choose an answer of the “yes or no” type. Faced with that question, thoughts such as “Is this purchase really necessary?”, “Should I borrow in so many installments for this product?”, “Isn’t it better to continue finding out other alternatives?”
Avoid this situation, asking instead “Do you want red or blue?” Do you opt for the Silver or Gold service? , or other similar. That is, take your interlocutor to always decide between two affirmative options.
2. “We will try our best”
A company must always convey security and confidence in their knowledge, so that customers have the peace of mind that the work to be done, whether it is a service or the delivery of a product, will be done in the time and manner provided. Achieving it will allow you to work calmly, and that your buyer be your ally from the first moment. To do this, use a strong verbal tense, and affirm instead “We will do our best”, “we will achieve the goal”, etc.
3. “Sorry for the inconvenience”
With a phrase of this style, you immediately place your interlocutor in a situation of displeasure upon receiving your contact, whether by mail, telephone or personal, even if he had a priori no trouble in receiving your news. This phrase is totally omittable, so it does not require replacement with any other, just start with your intended speech, for example “Hello, I hope you have a good day,” “Hello, I hope you have a good day,” etc.
4. “Your problem is …”
Remember that you should never start a sentence mentioning a customer problem. Instead, name your strengths, and highlight that this or that aspect to improve would enhance your company’s strengths.
What you can see as failure, may have been the result of an enormous effort, innovation and investment on the part of the company with which you interact, as well as a great pride in the achievements.
5. “I talked to him (or the) programming guy”
We never know within the framework of a company with whom we have really interacted, and what is its history in the company. Much less if we are talking about SMEs, where family relationships abound, and it is usual for cousins nephews, couples and even children to integrate different departments of the company.
It is better to always speak with a name and claim a positive aspect of the person even if what we have to say is a complaint.
6. “We will not arrive on time”
This famous phrase said an innumerable number of times, produces in the interlocutor an immediate annoyance, immediately reflecting that the delay is due to your lack of suitability, responsibility, organization, or all of them simultaneously!
Instead, he says that given the importance of the project, you want to take a couple more days to ensure 100% correct operation, and you will use that time to train all staff in the new solution, or similar manifestations, that sound pleasant to the recipients, and show your professionalism and excellence,