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In this article, leading Sales Expert Andy Preston explains 4 awful sales phrases that most salespeople use, and why they will cost them (and you) business going forwards……
Whenever I’m listening to salespeople on the phones (or face-to-face) they often use awful sales phrases that cause them problems in the sales process, and often cost them sales! Here are 4 typical ones you need to avoid using (but appear to be in ‘common’ use in most sales teams)….
AWFUL SALES PHRASE No 1 – “I’m Your New Account Manager”…..
SITUATION – When you’ve just taken over an account from a colleague, who may also have just left the business
WHY IT’S BAD – The effect your words have on the client. They hear something like “the last guy was crap so we fired him” or “our company isn’t very good so lots of people leave” (especially if the last person wasn’t the only account manager they’ve had’
Or even worse “I’m new here, haven’t a clue what I’m doing, and YOUR ACCOUNT is going to be the one I learn and practice on!”
Can you imagine the impact on the client, and what they’re thinking when they hear those words?!!! Awful!
Even worse (and I hear people doing this FAR too often) is using this phrase when the ‘customer’ you’re calling has never spent any money with you!!
That’s right. They’re NOT a customer. They are a prospect. So when they hear you say “I’m your new account manager”, the impact of that is “well it hasn’t been ‘managed’ very well, as we’ve not got any account with you and have never spent any money with you!” Often closely followed with “and we’ve got a supplier we’re happy with for that anyway!”
Why would you be so stupid as to walk into all of that stuff, and a strong objection as well? Yet still I hear a lot of people doing it…….
AWFUL SALES PHRASE No 2 – “I’m ‘Just’ Calling”…..
SITUATION – Making an outbound sales call
WHY IT’S BAD – You’re ‘just’ calling? No you’re not! You’re not ‘just’ doing anything!
In this circumstance it’s a ‘downgrading’ word. It downgrades your call in the mind of the prospect (or the client), and downgrades your own credibility!
In this situation, it takes your call from being positioned as important and valuable, and reduces it to ‘unimportant’, ‘an interruption’ and about as valuable as ‘market research’
Why would you want to start your call by giving the recipient extra motivation to want to get rid of you?!!!
AWFUL SALES PHRASE No 3 – “Thank You For The Opportunity To Quote”……
SITUATION – Client/Prospect has just asked you to quote them
WHY IT’S BAD – This is awful!!! Truly awful! Your positioning on this is terrible! Are your seriously ‘thanking’ someone for asking you to give a quote?!!
This is the problem with all the ‘Customer Service’ stuff that’s been spouted over the last few years. ‘The Customer Is King’ and ‘The Customer Is Always Right’. I’m in agreement that we need to give people good service, but when it comes to sales there is a difference between ‘Service’ and ‘Subservience’.
You want to be perceived as an ‘equal’ by the client. Not more important than them. Not less important than them. As an equal.
When prospects and clients perceive you as an equal, it changes the way they treat you. Generally speaking, they respect your opinion more, they ask your advice more, they tell you more and are more honest with you! All things that would help us make more sales!
When you are ‘subservient’ to a client, you typically lose control of the sales process, get beaten up on price, you waste lots of time ‘running around’ after them, and then not getting the sale anyway!
Using this phrase so early in the sales process will count against you afterwards. It ruins your positioning and the prospect/client’s opinion of you. Don’t do it!
AWFUL SALES PHRASE No 4 – “How Are You Today?”
SITUATION – On An Outbound Sales Call
WHY IT’S BAD – This is my ‘pet hate’. It’s probably THE WORST thing you can say as the introduction to a sales call, but many people still say it, and even worse, are TRAINED to say it! Terrible! And the colder the call is, the worse it is!
Now if you’re making a call to someone where you have the level of rapport to say ‘John, how are you doing? How are the kids? And how was your weekend?’, you’ve obviously making a call to someone you know extremely well, and have a very high level of rapport with, so that circumstance is exempt from this.
When however, as many people do, if you’re using this on a call where you don’t know someone that well at all (or even worse, on a cold call) this will cause you major problems!
It comes across as fake. Insincere. And a ‘cheap’ attempt at trying to gain rapport with someone that you hardly know. And it will cause you big problems. Stop it. Now!
Follow the tips above and watch your sales soar! I look forward to hearing how you get on…..
This article is copyright Andy Preston 2004-2016. To copy or syndicate this or any part of this article contact Andy Preston for guidelines.
Andy Preston
Named as one of the World's Top Sales Gurus, Andy creates 'Stand Out Salespeople' worldwide, with his revolutionary 'Stand Out Selling' Sales System. 'Stand Out Selling' helps salespeople stand out from their competition, win more business, and do so at higher prices!
Previously a trained Professional Buyer, then the Top Salesperson in the UK, Andy Preston has now trained more than 160,000 Salespeople, in more than 50 countries, on 6 continents, since 2004!
Andy is best known for his work in 5 specific areas...
1) Prospecting/Cold Calling/Business Development
2) Converting Incoming Sales Leads
3) Becoming The 'Stand Out' Trusted Advisor
4) Standing Out From The Competition
5) Helping Salespeople Close More Deals!
With more testimonials than any other Sales Expert online (320+ on LinkedIn alone), Andy's work is recognised worldwide.
You can contact Andy here for more information, and how he may be able to help you!
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