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"Regret" wasn't good enough. "Sorry" wouldn't do. But adding "very" to "sorry" did the trick. Perhaps a word or two of yours might not save 24 lives, but words certainly can make your job easier and more profitable, or more difficult. According to communication expert, Bert Decker, the impressions you make in your first two seconds of communication are so vivid, it takes another four minutes to add 50% more impression—positive or negative--to that communication. Here are a few telephone
communication tips that can help aid in the release of your customers'
dollars. **Use the words "you" and
"your" to help them visualize themselves already enjoying the
results of what you have to offer. **Saying "Do you
understand?" or "Are you following me?" is insulting.
Instead, place the burden on yourself: "Did I explain that clearly
enough?" **Be specific about times and dates.
Don't say, “I'll call you sometime next week." Instead, ask,
"Would next Thursday at 1:30 be a convenient time for you to speak
with me again?" **While in your car (preferably
alone!) pick out a billboard, a building, or an object, and practice
describing it in colorful, emotional,& desirable terms. Use plenty
of inflection. Avoid words like "thing" and "stuff." **Don't use five words when one will
do. For example, use "now" instead of , "at this point in
time." Use "because" instead of "due to the fact
that." Use "many" instead of
"a great number of." Think of the wordy phrases you
use. **End calls with a positive, instead
of the self-demeaning, "I don't want to take any more of your
valuable time." Simply say, "Thank you. I look forward to our
next conversation." **When dealing with an irate
customer, don't refer to their issue as a complaint. Use terms like,
"situation," "concern," "this matter," or
"misunderstanding." **Avoid using the word
"just" to belittle yourself and your importance. For example,
"I was just calling today ..." **Avoid words that put them on the
spot, such as "Of course you will agree ...," "Everyone
knows that ...," "And of course you'd want that, wouldn't
you?" **To direct them back to business
after going off on a small-talk tangent, transition by saying,
"Getting back to what we discussed earlier...," then ask a
question. **Avoid saying "I'll be honest
with you ..." It's a waste of words. Plus, people might wonder what
you were when you didn't say it. **Avoid the use of "disclaimers" like "I might be wrong, but ...," and, "I could be mistaken, but ..." People want definite answers, not wishy-washiness. **Use "when" instead of "if" to help your prospect visualize himself enjoying your benefits. For example, "When you buy this home, you'll find yourself in the early mornings sitting on the back porch drinking your first cup of coffee while gazing out at the mountains." |
