Words, a powerful tool

Words are not just a way of communicating, there are instruments that can help you close a deal, or not. Good words used good times can get you a closing deal, but when you negotiate with someone, a wrong words can change the whole negotiation in a bad way.


That is why I have tried to make up a list of words that you should avoid when you are making a sell:


1. “Yes, but….” – You have to avoid this phrase because it produces a negative connotation in the buyers mind. Let’s say that you are trying to sell him an expensive TV set. The buyer will say that is has the same characteristics with a cheaper model. You CAN`T say “Yes. But it has a different start button” If you say this, than the buyer will understand that you agree with him that is expensive and don`t worth to spend money on it.


2. “We have a team of experts” - When a customer asks you something about the product and you don`t know the answer, don`t say that you have a team of experts that will contact him in a couple of days and explain everything to him. In 90% of the cases the customer doesn`t return to hear the experts explications.
3. “To be honest with you” – Bad expression used by many sales agents. When you talk to a client and in the middle of the dialog say “To be honest with you, I would …..”, that is practically saying that have lied to him until now. Until now you haven’t been honest, but now you are.


4. “I will try” – “I have tried, but it wasn`t possible” - This expression doesn`t bring much confidence to your customers. Have you ever heard a surgeon say “I will try to make the operation”? He inspires a lot of confidence in the eye of the relatives, doesn`t he?


5. “I am sorry” – This is a phrase that that is very used by sellers. Don`t use it. Try a different approach if you have made a mistake, like: “It`s a very unpleasant situation, let’s see what we can do to fix it”.

Read more...

A picture is worth more than 1000 words

Today I decided to talk about the importance of images in the daily commercials. Images not only bring a design contribution to commercials, but it also brings a much important thing, credibility.


You should be very careful when you choose the picture, don’t put a random picture, and put one that your future customer will identify with.

A could recommend you some options that you have:


1. Put a picture with the product you are trying to sell. In the customer mind will form the idea that the product really exists.


2. Put a picture with the qualities of the product - You should publish a picture in witch your product shoes some qualities, qualities that your competition doesn’t have.

And as a last advice, I will suggest you should leave it on the hands of professionals to make the design of the commercial, you did your part in choosing the picture.

Read more...

How to transform client complaints into a gold mine

Statistics have shown that one client out of four is not pleased with the services / product he receives from a company, at one point. The client that is unhappy usually complaints, in average, to another 12 people, that he didn’t like the service / product.


Also statistics has shown that only 5 % of the unhappy clients report to the company what they did not like. The other 95 % believe that if the notify the company about their problem nobody would care. In conclusion they chose to go to another company that would satisfy their problems. That is why you should always listen to the problems that your clients have. To earn a new client you will have to spend 8 times more than you would have spent to keep one client with the company.


You should ask yourself a couple of questions to anticipate your customers demands


1. How many steps should a customer take in order to get what he wants?


2. The front desk employees do whatever they can to resolve the customers needs?


3. Are they willing do go around the company system in order to resolve client problems without creating an obligation from the company?


4. The business procedures are made for the company or for the clients? In order to get answers to these questions you need to discuss with your front desk staff, they are the best people to ask about the customer’s problems.


Also you should try to make your customers complete surveys about your company. With all of that said, I wish you good luck!

Read more...