4 Thing you MUST NEVER say to a Customer

2 replies
I'm going to give you just a few tried and tested pieces of advice. Having run our businesses for 25 years we learned early that there are 3 things you should never say to a client or prospect.


Listen, these tips are meant to make you think... to get your creative juices flowing. It can take months or years to win a new client, but only seconds to lose them.


Bad Word #1: SELL
Bad Word #2: TECH SPEAK
Bad Word #3: A LIE
Bad Word #4: OUTSOURCE


Bad Word #1: 'SELL'
NEVER SELL! EVER.
Never, ever, ever, ever (is that enough?) use the word "sell".Never say you're selling ANYTHING.
Especially if you are in the Internet business.
People HATE to be sold to.
They will avoid you at ALL costs, and even if you COULD really help them, they'll turn you away - JUST
BECAUSE THEY DON'T WANT TO BE SOLD TO!


Bad Word #2: ANYTHING TECHIE
If you've spent any time on the Internet, you probably either know about, or have at least heard terms like:
web site
html
css
wordpress
cms
jpg
blog


Bad Word #3: A LIE
It should go without saying, but honesty is a MUST if you intend on staying in business.
DON'T promise the moon.
Be open and trustworthy.
Don't tell a client you'll guarantee they will be number one on Google because you don't control Google!



Bad Word #4: 'OUTSOURCE'
NEVER USE THE WORD 'OUTSOURCE'.
Look, I have friends ALL over the world. Today alone I was in touch with people across the U.S.,
in Australia, India and England. I'm not some big international man of mystery, it's just that the
world is so interconnected now that it's easy to have contacts around the globe.
#customer #thing
Avatar of Unregistered
  • Profile picture of the author Claude Whitacre
    Originally Posted by Rus Sells View Post

    Bad Word #1: SELL
    And when talking to a prospect/customer...never say that you are selling..or that you sold someone.
    They bought from you...you helped them...but if you say you sold them, it's almost like saying you cheated them.


    Even when I get the "compliment" of "You're a great salesman", I never acknowledged that it's my talent. I say "I'm just fortunate that we had what the person needed" or "I'm lucky that I have access to the best products".

    When someone says "Your great at selling" it's a way to attribute their desire to buy to your "Power of persuasion" ....distancing themselves from buying.

    I know that because, when I used to hear it when selling, they rarely bought. The "compliment" was the beginning of them talking themselves out of buying. So I learned to redirect the conversation to reasons they like the offer.

    Instead of saying "I sell a lot of..." say "These are in great demand". See how it transfers the credit to the product...and also positions your offer as something everyone wants?

    Never accept credit for making a sale. It's always the customer's smart shopping or the product's great features that caused the sale.


    Good stuff.
    {{ DiscussionBoard.errors[11504417].message }}
  • Profile picture of the author jmosticc22
    These are all great points especially for starters, really these apply to most businesses out there. No matter what kind it is or who your customers are avoiding the said aspects will help you immensely.
    {{ DiscussionBoard.errors[11504466].message }}
Avatar of Unregistered

Trending Topics