Are your clients hearing what you way?

Like a game of Chinese Whispers, we all start a conversation with clear intentions but by the end the focus can be completely different.  So, when you talk to your clients are they getting the message you are intending them to hear?  Here are a few phrases sales reps should try to avoid or in fact never say!!!

What the rep says:  "How are you?"

What the client thinks:  "This person doesn't care how I am."

What the rep should have said:  "Good to talk to you, or nice to meet you by phone."

What the rep says:  "Thanks for your time."

What the client thinks:  "My time is more important than their time."

What the rep should have said:  "I'm glad that we both had the time to get together today."

What the rep says:  "I really like that picture of your family."

What the client thinks:  "I don't even know this person yet.  He's trying to butter me up, and he's going to give me a hare sell."

What the rep should have said:  "How long have you been with (company name)?"

What the rep says:  "Here is our monthly promotion."

What the client thinks:  "I have no interest in that, and it's ugly."

What the rep should have said:  "What is the result you trying to achieve with a speciality advertising product?"

What the rep says:  "This product has been a big seller for us or this product has been really hot lately."

What the client thinks:  "My advertising is going to look like everyone else's."

What the rep should have said:  "My clients who have used this product have been really excited about he impact that it's had."

What the rep says:  "Who besides yourself will be involved in the decision?"

What the client thinks:  "This person is insulting me by trying to go over my head."

What the rep should have said:  "How does the evaluation and decision process work within your organisation?"

What the rep says:  "Many people don't understand..."

What the client thinks:  "This person is talking down to me."

What the rep should have said:  "From my research or experience, green works much better for that item than red."

What the rep says:  "Here's a catalogue - do you see anything in there that you might like?"

What the client thinks:  "This person is trying to sell me, not help me."

What the rep should have said:  "What are you doing now for sales promotions - customer incentives, customer events, sales training events, industry show?"

What the rep says:  "Do you understand what I'm saying or do you follow me?"

What the client thinks:  "Yes, because I'm not stupid."

What the rep should have said:  "Did what I say make sense?  or Did I express myself clearly?"

What the rep says: " If I were you, I would do this."

What the client thinks:  "Your not me and you don't know my business."

What the rep should have said: " Based upon our conversation, this is what I would recommend."

What the rep says:  "We have the best service in the industry."

What the client thinks:  "Here comes the hard sell."

What the rep should have said:  "When it comes to making a decision, is it about price only, or do service and support have any value in your decision."

What the rep says:  "That's not a good choice."

What the client thinks:  "I chose this item, and this person is questioning my judgement."

What the rep should have said: " There is no replacement dialogue - the rep should simply have kept his/her mouth shut."

What the rep says:  "Would you like that in blue or red?"

What the client thinks:  "Slow down - I do have an interest, but I have not decided if this item is what I'm looking for."

What the rep should have said:  "If we do that, will we get your business?", if not, there is another hidden objection.  Find out what it is.

What the rep says:  "What else can I do for you?"

What the client thinks:  "This person is putting me on the spot."

What the rep should have said:  "What did I forget to ask you?"

What the rep says:  "If I can be of any further help, please let me know."

What the client thinks: "Duh - I already know to ask if I need more help."

What the rep should have said:  "Trust me to follow up."

This is how we want our clients to be feeling!

ref. Promotion Magazine May-June 2012