Communication and Sales Part Three
Communication and Sales Part Three
The Put Down
You are guaranteed to run into interesting people in your sales career. It is tempting to talk about these people to others and perhaps put them down. Whatever you say about someone else is a reflection on you. No matter what happens between you and others, do not put down other people. You can talk about how others are interesting, colorful or on their own path, but a negative statement about them reflects on you. The psychology behind this is interesting, we tend to put others down to make ourselves feel good. Find other ways to help you feel good about yourself; and find the positive aspects of other people.
Always and Never
There really is no always and never in business. These terms should be avoided as people see you as rigid and inflexible or even out of touch with reality. It is rarely appropriate to use these terms and they should be avoided.
"Please Be Reasonable"
This assumes someone is not being reasonable. In their mind, they are being very reasonable. Do not pass judgment on people, rather work with them towards a solution. Asking people to be reasonable puts them on the defensive and turns them away from agreement. Your challenge is to better understand their viewpoint.
"We All Know" and "The Fact of the Matter"
We don't all know and nobody should assume. These statements sound presumptuous and assume your customer or prospect is in the dark. Do not act as if you are better than your customer or prospect and avoid these phrases.
"To Be Honest With You"
There are several variations of this common phrase such as, "to be frank with you" or "to level with you." This harmless comment leads people to think maybe you have not been honest in the past. You should always be honest, and therefore there is no need to say you are going to be honest.
"Yes, but…"
Everything before "but" is negated. Use "and" instead of "but." It sounds better and supports your first comment. This is usually a response to a comment made to you and therefore it is very important to support the statement, even if you know it to be incorrect. It is better to acknowledge and validate their thoughts and educate gently. Perceptions are reality.
"Don't Misunderstand Me"
Do not assume someone does not understand you. The reality is you have not properly communicated your message. It is your challenge to first understand your customer or prospect and then communicate your message so it is understood.
"Oh, by the Way…"
This is usually a lead in to something people do not want to hear. Just come out and say what you need to say and skip this wimpy introduction.
Cussing and Swear Words
There is no place for cussing or swear words in sales or business. It is unprofessional conduct and should not be a part of your vocabulary. Even if it is your customer's habit, do not respond in kind. The negative nonverbal impact hurts the effectiveness of your communication.
"This is not Personal…"
Everything is personal in any human interaction. Communication between two people is an intra-personal dialog. Trust is lost when you say it is not personal and then hit them with the bad news. Saying it is not personal then hitting them with the bad news is almost always followed by the comment, "Of course it is personal."
As a sales professional, an ongoing study of human communication is an important part of your success. It is just as important to learn what you should not say, as it is what you should say. Do this properly and you will rise above the competition.
Communication and Sales Part Three - To learn more about this author, visit Thomas Young's Website.
Like this article? Share it with your friends
Proper communication is critical to sales success. To become an excellent communicator it is important to remember certain phrases and words should be avoided. Most of the time we use them out of habit and that is OK because habits can be changed. Here are a few pointers on things you should not say and why.
The Put Down
You are guaranteed to run into interesting people in your sales career. It is tempting to talk about these people to others and perhaps put them down. Whatever you say about someone else is a reflection on you. No matter what happens between you and others, do not put down other people. You can talk about how others are interesting, colorful or on their own path, but a negative statement about them reflects on you. The psychology behind this is interesting, we tend to put others down to make ourselves feel good. Find other ways to help you feel good about yourself; and find the positive aspects of other people.
Always and Never
There really is no always and never in business. These terms should be avoided as people see you as rigid and inflexible or even out of touch with reality. It is rarely appropriate to use these terms and they should be avoided.
"Please Be Reasonable"
This assumes someone is not being reasonable. In their mind, they are being very reasonable. Do not pass judgment on people, rather work with them towards a solution. Asking people to be reasonable puts them on the defensive and turns them away from agreement. Your challenge is to better understand their viewpoint.
"We All Know" and "The Fact of the Matter"
We don't all know and nobody should assume. These statements sound presumptuous and assume your customer or prospect is in the dark. Do not act as if you are better than your customer or prospect and avoid these phrases.
"To Be Honest With You"
There are several variations of this common phrase such as, "to be frank with you" or "to level with you." This harmless comment leads people to think maybe you have not been honest in the past. You should always be honest, and therefore there is no need to say you are going to be honest.
"Yes, but…"
Everything before "but" is negated. Use "and" instead of "but." It sounds better and supports your first comment. This is usually a response to a comment made to you and therefore it is very important to support the statement, even if you know it to be incorrect. It is better to acknowledge and validate their thoughts and educate gently. Perceptions are reality.
"Don't Misunderstand Me"
Do not assume someone does not understand you. The reality is you have not properly communicated your message. It is your challenge to first understand your customer or prospect and then communicate your message so it is understood.
"Oh, by the Way…"
This is usually a lead in to something people do not want to hear. Just come out and say what you need to say and skip this wimpy introduction.
Cussing and Swear Words
There is no place for cussing or swear words in sales or business. It is unprofessional conduct and should not be a part of your vocabulary. Even if it is your customer's habit, do not respond in kind. The negative nonverbal impact hurts the effectiveness of your communication.
"This is not Personal…"
Everything is personal in any human interaction. Communication between two people is an intra-personal dialog. Trust is lost when you say it is not personal and then hit them with the bad news. Saying it is not personal then hitting them with the bad news is almost always followed by the comment, "Of course it is personal."
As a sales professional, an ongoing study of human communication is an important part of your success. It is just as important to learn what you should not say, as it is what you should say. Do this properly and you will rise above the competition.
Communication and Sales Part Three - To learn more about this author, visit Thomas Young's Website.
Like this article? Share it with your friends
 | |
 |
No article feedback found. |
| |
Leave Your Feedback |
 | |
| |||
David AchesonDavid Acheson is the founder of DCJA Consultancy. DCJA Consultancy is a management consultancy business specialising in B2B sales consultancy. They offer bespoke and packaged sales consultancy including Sales Optimisation Review, Interim Sales Management, Sales & Marketing Review, 1:1 Sales & Management Staff Analysis, Management Training, Solution Sales Training, Creation of New Pay Plan, KPI's, run Customer Feedback Campaigns, assist with Recruitment, Coaching, Appraisals and set up Strategic Marketing Campaigns. David spent his early career in accountancy and then moved into sales in 1982, working in Office Equipment, IT, Advertising, Training, Outsourcing and Consultancy. He has held many Senior Positions in SMBs and Global Organisations including Head of Sales Operations & Head of Business Development. His knowledge, skills and great experience of the Sales Industry has led to David making keynote speeches and running educational sessions to key businesses through organisations including The Chamber of Commerce and Business Link. - Visit David Acheson's Website |
|||
Dave KurlanDave Kurlan is the founder and CEO of Objective Management Group, Inc., the industry leader in sales assessments and sales force evaluations, and the CEO of David Kurlan & Associates, Inc., a consulting firm specializing in sales force development. Dave has been a top rated speaker at Inc. Magazine's Conference on Growing the Company, the Sales & Marketing Management Conference and the Gazelles Sales & Marketing Summit. He has been featured on radio and TV, including World Business Review with General Norman Schwarzkopf, in Inc. Magazine, Selling Power Magazine, Sales & Marketing Management Magazine and Incentive Magazine. He is the author of Mindless Selling and Baseline Selling – How to Become a Sales Superstar by Using What You Already Know about the Game of Baseball. He created and wrote STAR, a proprietary recruiting process for hiring great salespeople, and he writes Understanding the Sales Force, a popular business Blog and is a contributing author to The Death of 20th Century Selling and 101 Great Ways to Improve Your Life, Volume 2. - Visit Dave Kurlan's Website |
|||
Leanne Hoagland-SmithAre your sales where you want them to be? Will you be one of the few who achieves sales or business success or one of the many who have failed to change? Are you tired of being told you are like everyone else? Then you may find my first book on sales of interest. Be the Red Jacket in the Sea of Gray Suits, The Keys to Unlocking Sales available at Amazon or at http://www.processspecialist.com/red-jacket.htm. This book is a reflection of my no-nonsense approach to improving sales to overall business results. If you are truly committed to making sustainable changes, then I can help you secure a positive return on your investment because I focus on executable solutions not telling you the problems you already know you have. From training to corporate (group) coaching to executive one on one coaching, my approach is to assess, create awareness, build a goal driven action plan and then execute. The bottom line question is "Not do you or your employees know it, but do you or they want to do it?" Please call for a free strategy session at 219.759.5601. - Visit Leanne Hoagland-Smith's Website |
|||
Linda RichardsonLinda Richardson is the Founder and Executive Chairwoman of Richardson, a global sales training and performance improvement company. As a recognized leader in the industry, she has won the coveted Stevie Award for Lifetime Achievement in Sales Excellence and she was identified by Training Industry, Inc. as one of the “Top 20 Most Influential Training Professionals.” Ms. Richardson is credited with the movement to Consultative Selling and is the author of ten books on selling and sales management, including Sales Coaching — Making the Great Leap from Sales Manager to Sales Coach, and Stop Telling, Start Selling. She teaches sales and management at the Wharton Graduate School of the University of Pennsylvania and the Wharton Executive Development Center. Linda is a frequent speaker at industry and client conferences, has been published extensively in industry and training journals, and has been featured in numerous publications, including The Wall Street Journal, Forbes, Nation’s Business, Selling Power, Success, and The Conference Board Magazine. Learn more about Richardson's sales training and performance improvement solutions at http://www.richardson.com web - Visit Linda Richardson's Website |
|||
John BrennanJohn Brennan Ed.D. Dr. Brennan is President of Interpersonal Development, LLC, a training and development firm. Interpersonal Development has provided sales training and coaching to more than 3,000 sales reps from over 100 companies. A native of Australia, Dr. Brennan received his doctorate from the University of Rochester. His dissertation researched the effectiveness of Behavioral Modeling Technology in training people in interpersonal skills. While he has spent most of his career designing or delivering training, he was also a Vice-President of Sales of a training and development franchise with operations in 25 markets. Dr. Brennan has designed and delivered sales training in North America, Asia, Europe, Australia and the Middle East. He has been a guest speaker at numerous national and regional professional conferences. When Microsoft wanted Best Practices articles on sales for their web site, they called Dr. Brennan. The results are at http://office.microsoft.com/en-us/FX011387391033.aspx His firm’s clients have included Volvo, The Prudential, Merrill Lynch, Eastman Kodak, Gannett, Equifax Europe, the Economist Group and countless small businesses. - Visit John Brennan's Website |
|||
George LudwigGeorge Ludwig is a recognized authority on sales strategy and peak performance psychology. An international speaker, trainer, and corporate consultant, he helps clients like Johnson & Johnson, Abbott Laboratories, Northwestern Mutual, CIGNA, and numerous others improve sales force effectiveness and performance. Though it's George's strategies and processes that help corporations increase productivity and performance, it's his tremendous energy and dynamism that spark the transformation. Again and again, clients remark on his amazing ability to unleash human capacity and inspire men and women to break out of their comfort zones. The result is a whole new type of salesperson. His customized presentations teach achievers to make stunning advances in their lives. From helping salespeople realize cherished dreams to helping corporations exponentially accelerate revenue streams, George Ludwig leaves audiences and individuals empowered, emboldened, and clamoring for more. George is the best-selling author of Power Selling: Seven Strategies for Cracking the Sales Code and Wise Moves: 60 Quick Tips to Improve Your Position in Life & Business. - Visit George Ludwig's Website |
|||
Anne BarrAnne Barr has over 26 years experience in sales and marketing, six years as a franchisee. She has assisted over 367 business owners and purchasers to achieve their goals in career change, transition and exit strategy. She holds the designation of Certified Franchise Executive from the International Franchise Association, Certified Business Intermediary from the International Business Brokers Association and Board Certified Broker from the Texas Association of Business Brokers. Anne is active in professional organizations, networking groups and volunteers for non-profit entities. As owner/operator of four successful businesses, Anne has proven people skills and enjoys helping clients find the right "fit" in business ownership. Visit www.FranchiseOpportunitySpecialist.com for more information about me and my company. - Visit Anne Barr's Website |
|||
|
To learn more about the Evan Elite Author Program please contact us. | |||
 | |
|  |
Subscribe to Thomas's articles
 | |
|
|  |
 | |
|
| |
 | |||||||
|
 | ||
 |
||
|
||
 |
||
|
| ||
 |
| Have you written articles that would be of value to entrepreneurs? Become an expert on our site by publishing them! Expose yourself to a wide audience, drive more traffic to your website and get more sales! Click Here for details. |
|
|
 |
| Modeling the Masters: Learn the true secrets behind Walt Disney's business success factors & grow your company! Video produced by Phanta Media |
|
|
 |
"Learn straight from Evan how you can Make a Full Time Income (And More) from a Website"
Click Here To Learn More |
|
|
|
|
Get advice & tips from famous business owners, new articles by entrepreneur experts, my latest website updates, & special sneak peaks at what's to come!
|
|
|
 Network More Effectively Business Wisdom Benefit From Analytics Campaigns to Customers Recession Proof |
|
 | ||
 |
Top 50 SEO Posts - 2008
Top SEO Posts of the Year | |
 |
Top 50 Raising Capital Blogs
Top Blogs To Watch In 2008 | |
| ||
 | ||||
| ||||
|
| ||||
| ||||
|
|
|
|
|
||||||||||||
|
Email us your ideas on how to make our website more valuable! Thank you Sharon from Toronto Salsa Lessons / Classes for your suggestions to make the newsletter look like the website and profile younger entrepreneurs like Jennifer Lopez and Sean Combs!
|
|
|
