It seems like no matter how often sales managers say it, or how often sales people hear it, there are some phrases they will just NOT stop using. I am going to break my usual professional tone and share some insight as to what I (and your clients) hear when you use these lame highly over used lines.
1. I was just in the area and thought I’d drop by. Are you serious! The professional I am trusting to help me with X issue has nothing better in the world to do right now than just “drop by” to see me? If you are not doing business with me already I am probably thinking who is this guy? Why is he here and how do I get rid of him as quickly and politely as possible. Unless we really are buddies, don’t just drop by unless you are only expecting to leave something I am expecting with my secretary. Trust me; she already knows to tell you I am in a meeting, and that if I am interested I will call back. If I really am expecting something from you she knows that too. Don’t try to fool her. She hates that!
2. Have you got a minute? No I don’t! I am busy, and I have 100 other things I could be doing. In my opinion I think you are better off trying to engage me than to give me the easy out and slit your own throat. If I am too busy to talk believe me I WILL let you know.
3. I’ll try. I really hate this one. I only want to know what you will or can do not what you will TRY to do. If you are not confident enough to say you can do it, do not mention it to me. I would much rather hear, give me 24 hours to do some research on that and I’ll get back to you than I’ll try.
4. I’m really not sure. Again, your default answer should be “give me x hours or days to do some research and I’ll get back to you. This answer tells me you do not know the answer, but you are taking my concern or issue seriously and want to help. I am really not sure is not the answer of the confident professional.
5. Its not my fault. Like it or not you are most likely my only contact in the company; everything that goes wrong is your fault. If it isn’t it is still your issue to fix. The best way to deal with this is to apologize, and take the most serious and immediate corrective action as soon as possible. More importantly let me know what it is you are doing to fix it, and how you will prevent future issues of this nature.
6. What would I have to do to get you started today?Ever seen the movie Tin Men? Unless you want to sound like those guys avoid this phrase at all costs. This phrase screams “I am a slimy salesman!” and any rapport you have built with this client is eroding quickly from this point forward. Instead use something softer like this. You: Are there any other issues or concerns we have not covered sufficiently? Client: No everything looks good. You: Great! Then the next step is to…
7. We are the lowest price in town.You very well may be, but is this really how you want to try to compete. It typically does not take much effort to come up with a better value proposition than that. Moreover, if I DO find a lower price, you are a liar now, and any trust you built is gone. My dad once told me when picking a service you had three choices; good, fast, or cheap. Pick any two, but recognize you will always sacrifice the third. Your job is to help your clients to understand this. Click here for more on why selling on price is not a good idea.
8. Always and NeverAlways and never are just plain bad. There is going to be an exception to every rule. My general rule is to avoid absolute statements wherever possible. Use these sparingly if ever.
9. What you need is…Unless you are my Dad or a trusted friend, I think this phrase should be avoided. I don’t even use it during a proposal. If I call you with a problem, and we have been doing business for years, and you are intimately familiar with my issues it may be ok, otherwise, present me with options and let me pick. I am the ultimate decision maker as to what it is I need.
10. Trust me. If you feel the need to tell me this, I am starting to wonder why and will usually assume I shouldn’t. Trust is like love. It’s built over time and the only way to gain it is to earn it. I hope this list is useful to you. I know everyone has a list of things they hate to hear in a selling situation. I would love to see you share some of those thoughts by leaving comments below.
July 3, 2007 at 11:06 pm
I think this is one of the saddest posts I have ever read. You just took away what I thought were my best lines. Now I am going to have read the rest of your blog to find new lines.
July 4, 2007 at 9:32 am
Great article Brad. Sometime, we salespersons put our foot in our mouth without even realizing it. We “lose” our prospect before we even get started!
These points are also wonderful bits of advice for everyone, not just professional salespeople.
July 4, 2007 at 7:48 pm
This is a great post, Brad. As a sales manager, I spent farr too little time coaching sales people on how to communicate and too much time on what they were selling. This is a great look at just a small part of what we SHOULD be doing as managers to help our salespeople be more successful in the field, even as a bitter pill to swallow.
July 5, 2007 at 11:05 am
Hmm…. think i will have to disagree with you here pal. Pt 2 is polite and many a times, a good salesman have left me alone cause i was busy and i appreciated that. Pt 3 & 4 – shows honesty and ppl appreciate that rather than trying to smoke your way out of a question. Good salesman will make the effort to find out and get back to you the next day, THAT is good salesman-ship.Pt 7, think that will honestly work if 1) its TRUE and 2) a money-back is given if a lower price was found. Wldn’t you agree?
July 5, 2007 at 11:54 am
I think if you re-read my post you will see I agree with you on almost every point you have made…
Hmm…. think i will have to disagree with you here pal. Pt 2 is polite and many a times, a good salesman have left me alone cause i was busy and i appreciated that.
True, but I did not say to be a rude and press on past the objection. If someone says I can not talk right now, of course you should ask when is a better time to talk and call back at that time. I just don’t think you should invite that objection.
Pt 3 & 4 – shows honesty and ppl appreciate that rather than trying to smoke your way out of a question. Good salesman will make the effort to find out and get back to you the next day, THAT is good salesman-ship.
If you re-read the post I do not suggest you try to “smoke your way out”. In fact, that is against everything I believe in. What I suggest is that you tell your client you need to do a little research and that you will get back to them. I think that is a much stronger answer than I’ll try or I don’t know.
Pt 7, think that will honestly work if 1) its TRUE and 2) a money-back is given if a lower price was found. Wldn’t you agree?
I think it can be a great way to do business if that is your business model. Just look at Wal-mart. The problem is, most sales people can not offer that guarantee, and for most of the companies we work for, Wal-mart is not the image they are trying to project. Its not a bad value proposition; but it usually is not the best one either. Here is a link to a posting I did on price and value for more info: http://bmtrnavsky.wordpress.com/2007/06/15/5/
Read it again and I think you will see we are not that far from being in agreement.
Thanks for the comment!
-Brad
July 6, 2007 at 7:57 am
hey brad, kool. Think I understand where you are coming from now. You are not saying don’t say these things, but rather say it IN ANOTHER WAY. Agreed.
But still don’t understand your comment on pt2. A salesman shld always ask if you are interested to listen and whether you are rushing for time. What i cannot stand are those that walk up to you or call you and expect you to give them your time. So i think, pt2 should still be asked
July 6, 2007 at 2:31 pm
I see the point here, too. I’ve had to think back on this one to figure how I’ve reacted when approached by sales folks in the past. In this discussion, I’m someone with many years of experience in the role of one being approached, so that’s how I’m responding here.
First, on the surface, I absolutely don’t mind the question, “have you got a minute.” The problem isn’t that it’s a bad question, it’s that the question is predictable, with a completely predictable response. For me, that was most often, “no.”
That’s certainly how I read number 2 here, and how I’m reading your response, too. So I’ll just leave it with my favorite alternative to this question, as a busy executive:
“I’ve been researching your organization and from my understandably limited experience, I have a product/solution/etc, that I believe may fit well with what you do. If now is not a good time, I’d like to schedule some time with you to walk through it and see if there’s a mutual fit. When might that work for you?”
I appreciate confidence. I appreciate research. I appreciate contrition. The sales guy from LifeLock pitched me this way just last week, earned my time, and as a result got into the organization — of course, he also had a compelling product!
It’s funny, these blog discussions — this one is one of nuance and finesse, finding the right tone to be respectful and the right words to avoid being trite.
July 6, 2007 at 4:21 pm
Great answer Pete. When I said not to say do you have a minute, I should have given more explanation. The answer to that question is nearly always no, and I just don’t think you should invite it.
Pete, your I’ve been researching quote is great, and basically the idea I had in mind when I said try to engage me.
Thanks for a great reply! I hope this discussion continues.
are there any other common phrases you guys think are best avoided?
-Brad
July 19, 2007 at 11:39 am
Brad,
I agree with this excellent list of “don’t's”. I see your LifePerspective’s thoughts then yours on number two. Let me share a nugget of BRILLIANCE I received from an amazing sales training (JAWS Just Another Way of Selling). When you make contact, frame your needs in a time perspective, do not ask if they have time. Here is my favorite example (I use this endlesslly to a high level of results):
“Brad, I have two things to talk to you about, it should not take more than five minutes.”
Then you pause, if no response, go into your first thing. Now often I have been asked to call or come back, but my respect for their time gets me appointments for the next engagement(framing and outline objectives to a prospect is a passive showing of respect).
I have to say your thoughts are inciteful and I will be back to your site often.
Please feel free to look at my latest posts at:
Coaching sale champions (The link is above)
July 19, 2007 at 3:11 pm
A very nice list and I have my own list of similar words and phrases to avoid. Things like “the thing is…” that are related to your point #8. I have a few of the others I avoid on the telephone over at http://www.toach.net/articles/sales_killers.htm
I also like you showing off by breaking your own rules
(read #1 then #10)
Enjoy,
July 20, 2007 at 11:33 am
Here is number 11. “Let me be perfectly honest with you.”
What have you been doing the rest of thr time that we have been talking? This one is like fingernails on the blackboard. Try “let me be perfectly candid” or better yet avoid the qualifiers altogether.
May 30, 2008 at 5:59 pm
Thanks for the helpful advise! Even the comments are great. I agree about point 2 – I would not be offended at all if someone asked me if I have a minute. In fact, I prefer it because then I can say ‘Actually, the baby is screaming, I’ll call you back!!’ There is a better way to word the phrase though, I agree on that.
I am considering getting my license to work for Re-Max, so today I have been searching for any helpful hints on how to get started, and how to become a success. I am confident that I would be a great salesperson, cause I’m honest, genuine and true. Doesn’t hurt to be young and great looking either
Anyways, just wanted to leave a comment, since you stated above that you would love to see some shared thoughts. Hope you all have a wonderful life!