7 Phrases You Cant Say in Sales

7 Phrases You Can't Say in Sales

(Because They Will Undermine Your Credibility

and Drop Your Closing Rate)

Copyright 2004 by Doug Smart

Years ago, George Carlin listed seven words you can't say on television. Then HBO came along, said all the words, and the world of television changed forever. Now, I know that even before you read the seven no-no phrases in sales, you might be tempted to think, oh, whatever these are they will eventually become acceptable, too.

There are two big problems with this reasoning.

1. Television has been around for about sixty years so it is still a youngster experiencing growing pains; sales started way back when the inventor of the wheel made a few extras to sell to friends.

2. The seven sales phrases are already being said by salespeople and they are delivering decidedly mediocre results. They live on because veteran salespeople say them and novice salespeople ape them. The cycle continues.

The big challenge with these words is that they undermine the credibility of salespeople and they encourage defensive barriers to spring up in the minds of the prospective buyers. Talk about salespeople shooting themselves in the foot! These phrases either degrade what could be a great sale down to a pedestrian transaction or they scare off buyers. And worse, less experienced salespeople think they are supposed to say these phrases in order to entice buyers. Here is a word to my sales colleagues: No matter whether you are selling products, services, and/or ideas, avoid using these phrases! They will make buyers distrust you.

As you read these seven, think of yourself as a buyer not a salesperson. (Did you ever stop to consider that over the course of your life you will most likely buy more products and services than you will sell?) As a buyer, imagine you are in situation in which a salesperson has recently made your acquaintance. Test your gut reaction. Do any of these seven make you want to buy ? or do they make you want to run?

Here are the seven deadly phrases in sales. Actually, one of these is a pair of words, not a phrase. But all of these leave the same unpleasant after-taste as one bad word.

Trust me. Instructing people to trust a salesperson is pretty much like setting up a too-familiar joke whose punch line is going to be "you are an idiot so just give me lots of your money now." The pairing of trust and me signals buyers to put up their defense shields and turn on their BS filters (for Better Sense, of course). Trust is one of the two concepts that the more somebody asks for it, the more elusive it becomes. Trust ? like love ? cannot be requested effectively. Although it is plentiful, it has to be earned to be genuine. And besides, it is the buyer's prerogative to decide whom to trust, when, and how much. Asking for trust will actually hinder the salesperson from getting it. (P.S."Believe me when I say?" is in the same league.)

I'm your friend. It is tempting for a salesperson to think a buyer is a new friend after the two share fifteen minutes excitedly discussing a mutual experience or passion. This happens, for example, when both share an obsession for golf and both once played the course at Pebble Beach in their youth. However, too many salespeople mistake rapport for friendship. The two are not the same. Friendship requires an emotional investment and real commitment. Friendship takes time, energy, and some sacrifice. Friendliness is a great way to ease any tensions in the sales process but over-friendliness can raise resentment in buyers' minds.

Nobody can sell this cheaper than me. Nobody? First off, the world is a big place with a lot of others selling things a lot like what other salespeople have. If the salesperson really has the world's lowest price on something and can do business both legally and profitably, instead of wasting time one-on-one with prospects, he or she should put up a website and rake in the dough. And second, the problem with bragging about being cheapest (besides triggering buyers' skepticism) is that it is a lousy way to make a profit. A more satisfactory approach is to show the value of the product, service, or idea. Value takes into account integrity, experience, service, reliability, trustworthiness, uniqueness, desirability, return, and how the buyer will be better for buying. Promoting value ahead of price is a rock-solid strategy for long-term success.

We are the best! Okay, maybe there are a few situations in which this is credible. And I am not opposed to the power of positive thinking as a confidence builder. But the truth is buyers have learned that ninety-nine percent of the salespeople who say it are lying. A phrase like this turns on their BS filter. Best, like beauty, is in the eye of the buyer ? not the salesperson.

Always and never. This pair stands on the same quicksand as "We are the best." They sound like exaggerations and are frequently perceived as stretching the truth. For example, how truthful do these two statements sound? "We always provide quality service." "Our delivery drivers are never late." Many people simply don't take always and never at face value. A few years ago I did a series of training programs for engineers from several Miller Brewing locations. I asked each to write the words always and never. Then I asked each to express as a percentage what the words meant. As you would expect, some saw always as a one hundred percent occurrence and never as zero percent. But the unforgettable thing was that twenty-five percent saw them as somewhere in between. To many, always and never were so abused they became synonymous with frequently and occasionally. For example, "I never lie" was readily perceived as a lie and was reinterpreted to mean "I occasionally lie."

What you need is... This is actually a great phrase after high levels of rapport and trust have been developed. But even then this is pretty presumptuous on the part of the salesperson because he is not the one who has to live with the purchase. Just a few days ago a salesperson, with whom there was not much rapport or trust, told me "What you need is this computer." That may have been so, but the salesperson did not ask questions -- so he knew little about me, my situation, or what I wanted to accomplish. I didn't care what he thought I needed. I listened, learned a few things, walked out the store, and bought one elsewhere. (See number one.)

This is perfect for everyone. This is another statement that is hard to accept as true (Is H&R Block perfect for everyone?). Before adding this one to the list I tried hard to think of one commercial product or service that really is perfect for everyone. The closest I could get was bottled water. But then I thought, "If the brand of bottled water you sell is indeed perfect for everyone, why do you have competition? Doesn't the mere existence of stiff competition indicate that for some buyers other brands are more perfect for them?" Okay, you don't sell bottled water. But re-read the above substituting your stuff for bottled water.

Some other phrases, such as "The check is in the mail," undermine rather than build. No matter how well intentioned, when salespeople use these seven phrases, and related phrases, buyers hear something that is questionable. This can cause buyers to react protectively and be selective about what they choose to believe. That results in fewer closed sales. A smart strategy for salespeople is to steer clear of these seven toxic phrases.

Doug Smart helps select, develop, and retain exceptional sales managers and salespeople who are passionate about thier work. He is the author of "Grow Your Sales by Selling Smarter Not Harder." He is a consultant and speaker who has presented 2,000 paid presentations around the world. For a free subscription to "Grow Your Sales" eNewsletter click on www.GrowYourSales.org.

---

The Road to Achieving Training Success: What Holds the Key?

As a trainer, you will be able to see a... Read More

Less is More: Quick Tips to Improve Your Sales

I'll be brief. If not ? I'll negate my own... Read More

You CAN Be a Great Salesperson!

When you are in sales, you have the choice to... Read More

Sales Training - What Is a Disguised Implied Need?

Have you ever been in the position where you are... Read More

TheTop 10 Reasons Why Salespeople Get Outsold

In my business, it has been an interesting and very... Read More

10 Blockbuster Ways To Ignite Your Sales

1. Sign-up to win web site awards. When you win,... Read More

Your Business Approach Can Make or Break a Business Deal

Every sales presentation should start with the approach, or introduction.... Read More

Let Your Weaknesses Increase Your Sales

Imagine...you inquire about a product. The salesperson does everything right.... Read More

Reaching Goals in Direct Sales

From surveys and experience, we've noticed many setting excellent goals... Read More

Top 10 Secrets to Fully Embrace Sales and Exceed Your Goals Forever!

1.- REMAIN VERY CLIENT FOCUSED! Not Company focused. Your clients... Read More

Customers - Always be Focused on Them

I was looking at some promotional literature and web sites... Read More

Why Salespeople Dont Take Risks

Proponents of traditional sales training simply teach the material, sometimes... Read More

Are You Deaf? Dumb? Blind at Trade Shows?

I'm constantly amazed how otherwise smart marketeers become deaf, dumb... Read More

The Canned Sales Pitch Myth

Canned or scripted sales approaches are rarely successful, because one... Read More

How To Give Your Sales Job A Strategic Tune-up

In happens every year in June.Six months down and six... Read More

Close More Sales With This Very Simple 3 Step Sales Process.

As Financial Services Sales Professional you need to build trust... Read More

The Rock and Ripple Effect: 3 Ways to Splash to Sales Success

Imagine you've just thrown a rock into a pond. SPLASH!... Read More

Simple Technique for Isolating Objections

To isolate any objection quickly you can use this effective... Read More

As They Approcah the Finish Line... The Winner Is?

Recently, right before I was about to deliver a motivational... Read More

Quit Talking and Listen! Give Clients and Prospects Your Undivided Attention

I have found that the best sales people are the... Read More

Make Your Referrals Count

Just because we receive a referral, it doesn't mean that... Read More

Selling - Always Go for Top Money

If you've ever flown economy class on an international flight... Read More

7 Ways to Cut Loose from Old Sales Thinking

Sooner or later, we all backslide into old ways of... Read More

The Clock is Ticking on Your Leads

Every day is critical when you are in the business... Read More

The Art And Science of Closing - How To Close More Sales Right Now

One of the questions I often get asked as a... Read More

10 Amazing Ways To Jump Start Your Sales

1. Find a strategic business partner. Look for ones that... Read More

How to Sell a Feeling

To be totally in tune with the needs of your... Read More

Smart Discounting: The Right Way To Discount Your Products

If a store had a great discount in the middle... Read More

Effective Account Management

Congratulations! You successfully sold one or more of your company's... Read More

Method to the Madness of Training Seminars

I arrive with about 350 other guys. We smile at... Read More

Increase Your Selling Confidence

1. Be on time. In fact, arrive a few minutes... Read More

How to Sell to the Devils Advocate

There is a car commercial running were a husband is... Read More

Do You Want Fries With That? - Using Suggestive Selling to Increase Your Sales

Suggestive selling is a powerful tool that can increase your... Read More