Loading

Aug 30, 2008

The Enemy: Words and How We Use Them

As a home based or small business owner you want to exude confidence and authority. You are an expert in your field. How are you conveying your message to your customer? Just like your body language, the words you use and how you use them can take on a whole new meaning.

Some of the words we all have a tendency to use say something completely different to our customers. Let’s say you are placing a call to a customer. When I call I say, “Hi, Joe, I’m calling to tell you about the latest property we have available”. I am very clear, succinct, I have a smile in my voice, and once I finish my reason for calling, I shut up and let my customer or prospect talk.

One of our clients, who we were consulting with on sales, couldn’t figure out why he was having a hard time during his sales calls. What we found out was when he would call rather than being firm and confident, with a smile in his voice; he sounded very tentative, “Hi, I am just calling to see if”. No this verbiage does not work. He did not identify himself, his company, and this client sounded very nervous on the telephone.

So be very careful you don’t use words or phrases that sound as if you are apologizing to your customer right the off bat. In fact, don’t use them at all. Take them out of your vocabulary. Be clear and concise. Speak in an even tone. Nervous people have a tendency to speak way too loudly; or so softly you can’t understand them, or some people speak very quickly. Also, be aware this is not something you are going to fix overnight. These phrases are a habit for many of us. So practice, practice and practice some more. Do role plays and tape yourself. Then listen to yourself, or have family members listen to you and critique you.

Think of the teachers you had in school, or a professor in college who was able to speak in a nice even tone, yet his or her voice carried. Now obviously this is not necessary on the telephone. However, this kind of even toned, lower than usual voice is the kind you want to use.  Try to emulate this person in your telephone calling or in dealing with customers face to face.

The way you speak is very important.  The pitch and inflection of your voice are also very important. If you have a lot of trouble with this you might want to purchase books on speaking that address the issues of pitch and inflection in your speaking voice.  Check out Amazon or Barnes and Noble. They have a wide selection. Again, you are not going to change this overnight. Remember, practice makes perfect.

Two additional  common phrases we all have a tendency to use are I believe, and I think. This is fine for your friends and family. However, as a business owner and “an expert” you had better “know”.

For all of you coaches out there be careful with the “we will hopefully achieve”.  Make a list of all that they will achieve by going with your program, obviously with the caveat that they do the work outlined.

So take inventory of what you are saying on the telephone; your in-person sales and in your dealings with your customers (for those of you in a storefront). Is your “word language” conveying what you want it to. Or like our body language sometimes, are your words conveying something totally different to your customer. Check to see if you are using any of the above phrases and stop!  It may take a while but you will be happy you did.

6 comments:

  1. Hmm... I like this post. I'll keep this in mind since I plan on running my own business soon. I know it'll be tough, so I can use all the help and advice I can get. More recently, I've been thinking about buying a business instead of starting one from scratch. Maybe a franchise? Home based? I’m not sure. Do you have any suggestions or advice? Thanks.

    ReplyDelete
  2. @N.Broome - Yeah, running a business will be a bit challenging regardless if you start from scratch or buy a business. If you do want to buy a business though, there are a lot of resources available for you to use. There's one website called BizTrader.com. It's this online global marketplace where you can buy or sell a business. You can also use it to find a lender, broker, etc.

    I also suggest checking out books and magazines. They can provide up-to-date information and tips. And it might be beneficial to join a small business group in your area.

    Good luck!

    ReplyDelete
  3. Hi !.
    might , probably curious to know how one can reach 2000 per day of income .
    There is no initial capital needed You may start earning with as small sum of money as 20-100 dollars.

    AimTrust is what you haven`t ever dreamt of such a chance to become rich
    The firm incorporates an offshore structure with advanced asset management technologies in production and delivery of pipes for oil and gas.

    It is based in Panama with structures everywhere: In USA, Canada, Cyprus.
    Do you want to become a happy investor?
    That`s your choice That`s what you wish in the long run!

    I`m happy and lucky, I began to take up income with the help of this company,
    and I invite you to do the same. If it gets down to select a proper partner utilizes your savings in a right way - that`s it!.
    I earn US$2,000 per day, and what I started with was a funny sum of 500 bucks!
    It`s easy to join , just click this link http://erecimibyc.dreamstation.com/sodepid.html
    and go! Let`s take our chance together to become rich

    ReplyDelete
  4. Hi !.
    might , probably very interested to know how one can reach 2000 per day of income .
    There is no initial capital needed You may commense earning with as small sum of money as 20-100 dollars.

    AimTrust is what you haven`t ever dreamt of such a chance to become rich
    The firm represents an offshore structure with advanced asset management technologies in production and delivery of pipes for oil and gas.

    Its head office is in Panama with affiliates everywhere: In USA, Canada, Cyprus.
    Do you want to become really rich in short time?
    That`s your choice That`s what you desire!

    I`m happy and lucky, I began to take up real money with the help of this company,
    and I invite you to do the same. If it gets down to choose a proper companion who uses your money in a right way - that`s it!.
    I take now up to 2G every day, and my first investment was 500 dollars only!
    It`s easy to start , just click this link http://jupilufuj.freewebportal.com/bypopi.html
    and go! Let`s take our chance together to get rid of nastiness of the life

    ReplyDelete
  5. Hello everyone!
    I would like to burn a theme at this forum. There is such a nicey, called HYIP, or High Yield Investment Program. It reminds of financial piramyde, but in rare cases one may happen to meet a company that really pays up to 2% daily not on invested money, but from real profits.

    For several years , I make money with the help of these programs.
    I'm with no money problems now, but there are heights that must be conquered . I make 2G daily, and my first investment was 500 dollars only.
    Right now, I managed to catch a guaranteed variant to make a sharp rise . Turn to my blog to get additional info.

    http://theinvestblog.com [url=http://theinvestblog.com]Online Investment Blog[/url]

    ReplyDelete
  6. Hello!
    You may probably be very interested to know how one can make real money on investments.
    There is no initial capital needed.
    You may commense to get income with a sum that usually is spent
    for daily food, that's 20-100 dollars.
    I have been participating in one company's work for several years,
    and I'm ready to share my secrets at my blog.

    Please visit blog and send me private message to get the info.

    P.S. I earn 1000-2000 per day now.

    http://theinvestblog.com [url=http://theinvestblog.com]Online Investment Blog[/url]

    ReplyDelete