Phrases that you can not say to the client on the phone. Phrases forbidden for use in telephone conversations. "Are you a decision maker?"
1. DONT TALK on the phone while driving in a car. This is not etiquette, but rather a rule of the road, which prohibits talking on a mobile while driving a car, unless you have special equipment that saves you from having to hold the phone in your hand. However, if there is an important conversation while driving, it should be understood that this also reduces attention, so we advise you to stop if you have a very important call.
2. MUST TURN OFF telephone where this safety regulation requires it. We are talking about aircraft and some medical facilities, where mobile communications can interfere with the operation of the equipment.
3. IN CINEMAS it’s better not to take your mobile out of your bag, case or pocket at all, so as not to shine the display in the dark, as this distracts other viewers.
4. IN THEATERS, MUSEUMS, In libraries and churches, the phone must be turned off or on silent. It is advisable not to call yourself.
5. CHANGE CALLS for different draws - a bad sign. The person who calls you is unlikely to appreciate the humor, instead of hearing a beep, he heard "police!", Or "morgue!", Or something like that. After all, you may be called on an important matter.
6. SHARP AND ROUGH ringtones on the phone annoy people. Especially if they have profanity.
7. DONT TALK a person's phone number to strangers without his knowledge. An exception is if the number is written on a person's business card, in which case it is open to others.
8. BEING IN A CAFE, restaurants, shops, public transport, it is necessary to use a phone with a low speaker volume.
9. SOMEBODY THINK, that you need to speak very loudly on the phone in order to be heard. However, this is not necessary: the capabilities of all modern phones allow you to speak at a normal volume. The subscriber will hear you perfectly, and those around you are hardly interested in the content of your conversation.
10. DO NOT PHOTOGRAPH PEOPLE phone without their consent. Even more so then post these photos on social networks.
11. DONT TALK on intimate topics in front of strangers. This applies not only to telephone, but also to ordinary conversations.
12. DO NOT PUT PEOPLE in the list of contacts under obscene nicknames, thereby they can be greatly offended.
13. DO NOT ATTEMPT TO DEMONSTRATE surrounding their full awareness of the functions of the latest smartphones. Most people think of a mobile device as just an ordinary means of communication, and it is silly to assert yourself by showing off the latest superfeatures of your gadget.
14. DO NOT TURN ON music through the speakers if you are in a public place or walking down the street, as some people often do in sportswear and with a can of beer in their hands.
15. DO NOT LAY mobile on a table in a cafe or restaurant is not a cutlery. Do not talk on the phone while eating. You can go to the lobby and call back, but not if you came to the restaurant together.
16. PRACTICE SHOWS that an ordinary face-to-face conversation is more important than a telephone conversation. Therefore, you do not need to interrupt the usual conversation for a long time for the sake of a phone call, if this is not necessary.
17. TO CALL on the phone, move a few meters away from others - respect personal space.
18. IF ON BUSINESS meeting, you are expecting an important call that you definitely need to answer, let us know in advance. And when they call, when you leave, apologize and answer.
19. CALL SOMEONE find out if he is comfortable talking.
20. IF INDOOR a lot of people, and they called you, then accept the call, but speak only after leaving the room. You need to answer, because it annoys others when someone's mobile rings for a very long time.
21. AT THE BEGINNING OF A CONVERSATION you must introduce yourself if you have doubts about whether you are listed in the contacts of the addressee or not.
22. USUALLY, a business conversation lasts no more than eight or nine minutes. During this time, it is necessary to have time at least several times to address a person by name.
23. IF THE CALL IS INTERRUPTED, then the person who initiated the first call should call back. And the first person to whom the call was made should hang up.
24. DON'T BE SILENT FOR LONG talking on the phone. You must demonstrate that you are listening to the interlocutor.
25. AT THE END OF THE PHONE Thank the other person for the information they provided and the time they spent with you.
26. AT THE BEGINNING OF A CONVERSATION it is desirable to find out how much time the interlocutor can devote to the conversation. It mainly refers to business negotiations.
27. NUMBER OF RINGS when calling should be no more than five. Then you just become obsessive.
28. CALL HOME and mobile phones earlier than 08.00 and later than 22.00 are bad manners.
29. IF YOU CALL, but did not get through the first time, no need to call again and again. According to etiquette, you need to wait a few hours, giving the person time to call you back after seeing the missed call. If it doesn't call back, dial again. You can call the work phone, they will probably tell you when it is free.
30. DO NOT CALL from someone else's phone without the knowledge of the owner and answer a phone call that is not addressed to you.
31. DO NOT READ SMS messages, view contact lists on another person's mobile. Do not give in to curiosity, have a sense of dignity.
32. DO NOT CHANGE FREQUENTLY telephone number.
33. DO NOT START conversation with lengthy preludes, annoying the caller with excessive politeness like "how are you?", "what's new?" etc. A person, as a rule, guesses that you called him with a substantive conversation. Therefore, go to the topic, and after that you can talk about life. Exceptions may be in cases where they really call to find out how things are going.
34. IF YOU HAVEmultiple numbers, then use one number for one subscriber.
35. DO NOT CALL WHEN STANDING in line at the store. Do not forget what will come of this: you will have to simultaneously hold the phone in your hand, talk on it, while talking to the seller, pay for the purchase, put everything in a bag.
36. PLEASE DO NOT ANSWER to a call if you are in a noisy place or, conversely, somewhere where you need to speak in a whisper.
37. NON-CULTURAL AT THE SAME TIME talk both on the phone and with someone who is standing nearby, alternately saying: "I'm not for you."
38. WHEN YOU TYPE KEYS should not include a strong beep. It's against etiquette, the set should be silent.
39. DO NOT INTERRUPT telephone conversation with the phrase: "Wait, my second line is ringing!"
These are some rules of "mobile" etiquette that can be useful for any mobile phone user.
World of Etiquette
What can't you talk about on the phone? and got the best answer
Answer from Elena[guru]
About what you would not want to share with others. All "secret" conversations someone, but listens. An example from life: I chatted to myself, chatted (there were no cell phones then), and then I looked at my printouts, I almost threw up, but we swore like that! And who would have thought that the conversations of 16-year-old girls could interest someone. And the most disgusting thing is that they were read before me, and probably had fun, all sorts of freaks. Since then, no phone calls. Which is what I advise you.
Answer from KATERINA T[guru]
about drugs and terrorist attacks)
Answer from Rivka[guru]
You can talk about anything, the main thing is not to loudly, if in a public place. . and then some blondes in minibuses in the morning discuss everything and everyone .. somehow not this. . not good!..
Answer from hamster hamsters[guru]
about love: you do not see the eyes of the interlocutor!
Answer from Vova d[expert]
everything that is a secret cannot be spoken, and in general it is necessary to speak on the phone for no more than 3 minutes, otherwise you need to meet a person (proven by science)
Answer from Zabava[guru]
It’s stupid to confess love for the first time over the phone, you can’t say introductory words after which the wiretap turns on, you shouldn’t solve important problems (better in person), everything else is optional
Answer from [email protected]
[guru]
About the details of the plan for the successful preparation of an attempt on the GDP, implemented by the author of this question ...
Answer from 3 answers[guru]
Hey! Here is a selection of topics with answers to your question: What can not be talked about on the phone?
A friend invites you to work. 2 times a week, but does not say what to do. He says you can’t tell, you’ll come and see and
This is usually what network marketing people do. This is one way to tighten
It would seem that the work of a sales manager is relatively simple, and every person who knows how to persuade and has such a character trait as perseverance can cope with it. But, as in any specialty, this one has its own subtleties, and if you don’t know them, you can’t dream of success, but at the same time a good income. An employee starting his career in this position needs to make efforts to master certain skills and master some postulates. One of them is a “forbidden dictionary”, or rather, a collection of quotes of phrases, the use of which must be abandoned once and for all. In principle, this habit will be very useful in everyday life, but a sales manager cannot do without it.
Magic, psychology or etiquette?
Phrases that are forbidden to be used during telephone, and even the most ordinary, direct negotiations, have the property of infuriating customers and sometimes inducing them to stop working altogether, even with those firms with which they previously worked quite successfully. Such a strong negative effect is explained not by some mysterious psychological impact produced by these, at first glance, harmless words, but by an elementary disrespect for the interlocutor expressed by them. This does not mean obscenity, there can be no talk of them at all. These are quite “decent”, and, unfortunately, for many, familiar phrases that people often exchange in everyday life: “you should”, “you are wrong”, “I have no idea”, “this is your problem”, “you don’t understand "or, on the contrary," I do not understand. The business lexicon presupposes the rejection of such expressions, but there is a place in it for very high-quality substitutes for them. You just need to find out, especially if there were no benevolent experienced workers in the team who decided to explain to the beginner the specifics of colloquial speech.
No word "no"
An experienced marketer tries not to use the word meaning negation, as well as all its derivatives, and most often he came to this himself, at the level of personal experience and intuition. Each person, at least a little, but tenses up when he hears him in relation to himself. Even if it is impossible to do without rejection or denial, you can somehow construct a phrase differently. “I would very much like to agree with you, but the circumstances are developing contrary to my desire” or “I would ask you to postpone the discussion of this issue until a more favorable period.” It seems that he refused, but how nice it turned out.
Down with misunderstanding
The phrase “I don’t understand you” falls under the ban for each negotiator. Usually the sales manager talks with the supplier of the organization with which he seeks to establish business contact, but it happens that he has to talk with its leader as the person who makes the direct decision to start cooperation. They should be spoken to with the utmost correctness for at least two reasons. First, the manager needs them, as a rule, more than he needs them. He sells, they buy, which means they pay. Secondly, these are serious people, and they speak Russian at a sufficient level. If they cannot be understood, then this may indicate either the inability of the company's managers to formulate their thoughts, or the insufficient intellectual development of their interlocutor, and they will clearly accept the second option more readily.
And another misunderstanding
The phrase “You don’t understand me” sounds even worse. There can no longer be any discrepancy: it clearly hints at the mental abilities of the person with whom the negotiations are being conducted. Explain to him, interpret, but he still does not. In both cases, associated with misunderstanding, the same thought can be expressed by the words: “Excuse me, if I understand you correctly, then you mean such and such a variant of cooperation” or “Let me explain now, perhaps I expressed myself awkwardly.” It turns out that the manager takes responsibility for the lack of clarity (as he should be), gaining favor, but at the same time delicately pushing the interlocutor to agree with his proposal.
"You are wrong"
It's like saying "you're wrong". The culture of sales has been formed for a long time, and it is completely unacceptable to say something similar to the buyer, even sausages in the supermarket, even metal-cutting machines. At best, the reaction will be a remark made in a raspy voice, and at worst, a dropped phone and a request to the secretary never to connect “with this” again. No, the interlocutor does not need to talk about wrongness or mistake while overcoming his objections. It is better to agree with him, and then add the magic word "however", after which lay out some of your trump cards. And they should always be with the marketer.
"I can't promise you..."
In general, this phrase can pass for a decent one and characterize the person pronouncing it in some even positive light. Promising without certainty is bad manners, and one should always answer for words. It's all about the forbidden "not", giving the words a negative. It is better to promise something else - to do everything possible, for example. And he did not promise, and he encouraged.
"You must", "must" and stuff like that
The same is “you should” or “you should”. In English, the strong word most (must) in such cases is replaced by a softened verb to have, and this makes a lot of sense. You can talk about debt only when discussing the receivables situation when it comes to payments for previously delivered goods. Otherwise, the interlocutor has every right to politely, but sarcastically ask when he managed to owe so much and not notice it himself, and he will be right. A good option is one in which, under the disguise of a submissive request, a demand for a refund is hidden: “It would be much easier for me to resolve the issue of a discount with the management if you paid invoice No. 249 dated February 12 in the amount of 228,412 rubles.” Graceful and beautiful. And he seemed to demand it, practically in an ultimatum form, but without impudence, but intelligently.
“Agreement”, “commodity”, “zayavochka”, “counter” and other diminutive forms
The use of diminutive nouns is sometimes acceptable in communication with cute girls, but they will not always perceive them with great enthusiasm. During telephone conversations, they should generally be forgotten. A serious person operates with ordinary, normal, and not distorted words. A manager prone to "musi-pusi" will be forced to put up with a "naked" "salary" without any bonus (it is interesting that no diminutive suffixes have been invented for this word), and even then, probably not for long.
"As soon as I get the chance"
When agreeing on the time of the next conversation, meeting or sending an email with a price list or a commercial offer, it is necessary to specify the time of contact, if this depends on the sales manager. Only sending correspondence allows the wording "within the hour" or "before lunch", and then only if special conditions are required to be agreed. It is not necessary to refer to employment, on the other end of the wire there are also not loafers sitting. Even the lack of information does not justify silence. All the same, you need to call and report the situation, apologize and reschedule an important conversation for another time.
Other taboos
Smile!
The habit of smiling during negotiations with clients is very useful. If someone thinks that facial expressions are still not visible, then he is mistaken. Both negative and positive moods are felt by the sound of the voice. Owners of a sense of humor (kind) are encouraged to joke about the place. The interlocutor is pleased to feel that the dialogue with him causes joy. He smiles too, and everything turns out in the best way.
1. "I don't know"
Alternative: "Let me clarify this question" ("You can wait a bit while I clarify the information").
2. "I can't promise you anything"
Alternative: "I will do my best to resolve your issue."
3. "I didn't understand you"
Alternative option: "Clarify, please" ("Let me clarify if I understand you correctly").
4. "You misunderstood me"
Alternative: "Let me clarify again" ("I wanted to say that...").
5. "You must"
Alternative option: "For me to resolve your issue as quickly as possible, you can for your part ..." ("It would be great if you ...").
6. "You're wrong"
Alternative option: "Yes, I agree with you, there is such an opinion, while ..."
7. "One second" ("Don't hang up, stay on the line")
Alternative: "I just need a minute to.... Can you wait on the line or should I call you back?"
8. "This is the last item in stock"
Alternative option: "This product is actively sold out, and the next delivery is not expected soon."
9. "How did you find us?"
Alternative option: "May I clarify how you heard about us?"
4 typical mistakes made by call managers:
Use of diminutives in a conversation with a client. For example: application, bell, purchase, contract, etc.
Excessive obsession. No need to try to get as much information out of the client as possible, while completely ignoring his “information desires”.
The absence of pauses, the conversation "on the machine."
A dry memorized text should be “given out” in a dosed manner, with emphasis and pauses, otherwise the client may feel unnecessary.
Abuse in a conversation with a client "words-doubts". For example: probably, probably, most likely, maybe, I'm not sure, etc.
12 Practical Sales Scripts
Sales scripts: Dealing with objections:
1) Dealing with objections in sales: method 1 - "Yes, but ..."
Client: "It's expensive for you."
You: Yes, but we have a quality product.
Customer: "I've heard negative reviews."
You: Yes, but there are many more positive reviews from satisfied customers.
Client: "Take a long time."
You: Yes, but we have a lot of goods and absolutely everything is in stock.
Client: "No money."
You: Yes, but we have the possibility of a loan (leasing).
You: Yes, but let's meet in the future.
You: Yes, but let's compare...
This is how the "Yes, but..." method works.
2) Handling objections in sales: Method 2 - "That's why..."
Client: "I'll think about it."
You: That's why I want to meet with you, tell you everything, so that you have something to think about.
Client: "Good personal relationship with current supplier."
You: That is why I want to start working with you so that you also have a good personal relationship with us.
Customer: "I don't want to pay upfront."
You: That's why we have a lot of other advantages that will compensate for this.
Client: "There is a supplier."
You: That is why I would like to meet with you in order to tell you about our advantages.
Client: "It's expensive for you."
You: That's why I want you to take only a trial batch.
To make sure that our product is worth the money.
This is how the "That's why..." method works.
3) Dealing with Objections in Sales: Method 3 - "Ask a Question"
Client: Expensive.
You: What are you comparing to?
You: Why did you decide that?
You: What is dear to you?
You: How much is inexpensive for you?
Client: "No money."
You: What do you mean?
You: And when is the budget open?
You: And when can we meet with you in order to get to know each other in the future?
Client: "Competitors are cheaper."
You: How did you determine that we have the same product?
Client: "Good personal relationships with others."
You: Why does that prevent you from simply considering our offer?
These are clarifying questions. You can ask a question that will make the client think. Let's call it "loading question". This is a question that contains a hidden statement. Here is an example:
Client: "It's expensive for you."
You: If we were expensive, so many clients would not work with us for many years. Why do you think they buy from us?
In the previous example, we split the question into two sentences. The first is a statement, and the last is a question. The second is a question with a hidden statement inside. This question makes the client think.
4) Dealing with Sales Objections: Method 4 - "Let's Compare"
The method fits very well with the "Expensive" objection.
Client: Expensive.
You: Let's compare.
And you start comparing point by point: How much batch do you take? With what frequency? What are the conditions for payment? What is the delay? What is the value of trade credit? What is the quality of the goods? Who is the manufacturer? What warehouse is it shipped from? Whether there are available? What parties? What assortment do you take in addition to this product? Did they have a quality problem? How fast do they return in case of marriage? What warranty conditions do they give? What service do they offer additionally? Do they have a service post? How long has this company been on the market to guarantee the fulfillment of the obligations that it takes on?
That's how many parameters there are to compare using the "Let's compare" method when the client claims that you are expensive. The fact is that when a client starts telling you that yours is expensive, he is trying to make you believe that everyone has the same product, but yours is just more expensive. Your task, using the "Let's compare" method, is to show the client that no two things are the same.
5) Dealing with objections in sales: Method 5 - "Substitution"
Still sometimes it is also called "Paraphrase". The first substitution option - you change the objection to a statement that is beneficial to you. The substitution begins with the words: "Did I understand you correctly?"
Client: "It's expensive for you."
You: Change the objection to a favorable statement: "I understood correctly (a), if you are convinced that our product is of better quality, are you ready to buy it?"
Customer: "You don't have it in stock."
You: "Do I understand correctly that if we plan a warehouse for you, are you ready to buy from us?"
Client: "We don't have money."
You: "As far as I understand, if we agree on the quality of the goods and on the terms of delivery, then at the next purchase you will buy from us?"
This is how the objection substitution method works.
Remember that you will not immediately convince the client with one answer to an objection. You will simply bypass the wall of objection in his head and move one step closer through the labyrinth of objections to the cherished center - "Yes".
6) Dealing with Objections in Sales: Method 6 - "Division"
A good method when you need to prove that a more expensive product is more profitable than a cheaper one. A typical example is a detergent. A well-known company that sells expensive detergents in small packages is trying to prove that these detergents are more effective than other detergents sold in larger packages for less money.
How to do it? Everything is very simple. Let's divide by the number of dishes: "With an expensive detergent in a small package, 1,000 dishes can be washed, and with an inexpensive detergent in a larger package, only 300 dishes can be washed. As you can see, despite the fact that our product is more expensive and the packaging less, it washes 1,000 dishes, which is 3 times more. So even if the price of another product is 30% less and the volume of its package is 2 times more, it still will not cover the threefold increase in the number of dishes that can be washed.
When it comes to detergents, it is easy to divide by the number of plates. What if you have another product or service? You have to come up with a parameter that you can divide by. And so that the present value per unit is either less or the same as that of competitors.
7) Dealing with objections in sales: Method 7 - "Reduction to the absurd"
You take the customer's objection and confront it with a stronger statement. For example:
Client: "It's expensive for you."
You: If we were expensive, then so many clients would not work with us for many years.
8) Dealing with Objections in Sales: Method 8 - "Reference to the Past"
To make this method work, look for actions in the client's past experience that are similar to what you are suggesting. Then it will be easier for him to agree to your proposal.
You: You once chose this supplier because he offered favorable conditions. Maybe it's time to review our terms?
You: Have you had such a case in your life when you bought a cheaper item, and then you still bought an expensive one, because the cheap one did not suit you? And you felt sorry for the money that you spent on a cheap thing?
Of course, there was such a case. Even if the client doesn't say so. Most people have this experience, so without waiting for an answer, you can sum up: "Maybe it's the same here. Let's see if that cheaper option suits you together!" Based on the fact that this has already been in the past experience of the client, it is easier for you to convince him.
9) Dealing with Objections in Sales: Method 9 - Link to the Future
A very good method for getting the client to talk. If a client hasn't bought anything from you yet, you can say: "What would you choose if you decided to buy? What would you buy?"
If you have good psychological contact with the client, then he will begin to tell. And if he doesn’t start, then you can push him a little more to talk about the future: “Perhaps you would take this, because this is it. Because you need this.”
If the client has begun to talk about the future, this gives you the opportunity to understand what he wants and build the right argument, find the right leads in order to continue the sale.
10) Dealing with Objections in Sales: Method 10 - "Reference to Rules"
The reference to the norms begins with the words: "For a company of your level, it is perfectly normal ...". Thus, I argue that there is a certain norm of behavior.
Customer: "We have a supplier."
You: It's perfectly normal for a company at your level to have multiple suppliers.
Customer: "We buy cheaper."
You: It's only natural for a company of your stature to buy more expensive but higher quality items.
This is how the "Reference to norms" method works.
11) Dealing with Objections in Sales: Method 11 - "Set the Bar Too High"
The high bar is a story about a more difficult case. Very often, a manager, telling a client about how he works with a larger company, receives in response the client's objection: "Well, this is a large company, and we are small. We can't." Therefore, do not tell the client about a larger company, rather tell about a more complex case and a smaller client. Example:
Client: "You are far away."
You: We drove even further. Outside the region.
Client: "We have a very specific business."
You: You know, I agree with you. But we even worked with companies where the business is so specific that no one but us could supply them with goods.
And give examples: a mining plant, a space project, and so on. Where the specificity was extremely important, and where it was even more serious than that of your client.
12) Dealing with objections in sales: Method 12 - "And what could convince you, despite ..."
This method is a lifesaver. Even if everything is out of your head, resort to it
Client: "It's expensive for you."
You: And what could convince you of the need to buy, despite the fact that we have a little more expensive?
Client: "No money."
You: What would convince you to conclude a contract when the money appears?
Etc. If, on the other hand, everything has gone out of your head and you don’t know how to respond to the client’s objection, or the client has confused you by constantly mentioning the same objection, ask: “What could convince you despite this objection?” It may turn out that this objection is false and there is a completely different objection behind it, with which you need to work.