We don’t usually write in negative statements and hate is a very powerful word, but the thing is we’ll explain why we recommend you, not to say some particular expressions to your customers because they hate to hear those.
Every sale is about the relationship we maintain with our customer and the last thing you want to do is to say something you’ll regret in the near future, because if you say something the customers hate to hear, you can loose him for good.
So, based in our experience, as a customer and as a salesman, the 5 worst things to say to our customers:
a) “I don’t know”: you’re the expert in your product or service, they don’t expect you to not know the implications of what you’re providing him. It’s also true you don’t have all the answers, so you can change that sentence for something like: “I’m not quite sure why that particular thing is happening but let me check with my team and I’ll get back to you as soon as I’m pretty clear”. Never leave the customer with the idea you are not interested in helping him.
b) “Don’t worry, it’s fine”: your customer problems are yours too. You have to worry because if he’s asking, it is a big issue for him. Don’t hesitate to help him and make his problem yours. Use something like: “Ok, I’ll check this out, I know this is pretty important to you”.
c) “There’s nothing wrong with this”: Well, there is something wrong… It doesn’t matter if it’s a problem with the product or it is your customer; take him step by step in the use of it and find out what’s going on.
d) Not listening: Not paying attention to your customer is terribly bad, this is not exactly something they “hear”, but not paying attention makes you ask bad questions they really hate hearing.
e) “Could you call me back later?”: or something similar. Their time is as precious as yours, we know, but take the time to listen to him, write what they need, ask them for permission to return the call with the answer, explain him you’re in a meeting or with some task at hand. Let them know you are listening and you’ll take care of his issue and return the call as soon as possible.
We believe there are some more expressions the customer hates hearing but we think those five are the worst and you should take them into consideration.
Expect our next post about what excellent customer services mean in contraposition with this post. Thank you for reading.
To your success!
In Sales Now ! team.