Successfully closing a deal requires excellent communication skills on the part of the salesperson, as well as careful selection of wording. There are expressions that evoke action, determination, and professionalism. At the same time, there are phrases that may sound harmless at first glance but have a negative impact on clients. Below are four phrases and expressions that every salesperson should completely remove from their vocabulary.
„That is not possible.“
According to INC.com, a professional salesperson should never say that something is not possible or that they are unable to do something. The principle that the customer comes first still applies. If a client requests something, you should always strive to find a solution that satisfies that request and avoid explicit refusal.
„That will surely be possible somehow.“
At the same time, a high quality and consistently successful salesperson must not promise something that is not true. If you know that your product cannot meet the client’s request, your only option is to offer an alternative that will appeal to them. Do not promise something that is not true.
„You do not need to worry about that at all.“
This is not an appropriate response to a client’s concerns or doubts. These must always be addressed constructively, point by point, rather than simply reassuring the client that everything will be fine.
„I have already explained that to you.“
By saying this, you imply that the client has not been paying attention. Any lapse in the customer’s attention is, however, your responsibility. Never reprimand the customer, even indirectly.
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