Dangerous phrases: what not to say to a client
The modern world dictates its own rules: it is becoming more and more difficult to win and keep the attention of customers. A seemingly ordinary phrase said or written can cause a negative reaction and a storm of emotions. The customer hangs up the phone, closes your website, deletes the email sent.
It's frustrating to realise that the deal fell through because of trivial reasons - the notorious human factor or poor communication. To prevent this from happening, Halla System company has compiled a top list of antiphrases and expressions that can scare away customers. We suggest replacing them with simple phrases, maintaining a constructive dialogue, demonstrating your competence and desire to help.
‘I don't know.’
Even the most professional salespeople can't be perfect. There are things you can forget and things you don't know. And the question asked by the client may be complex and intended for a narrow specialist. If you can't answer immediately, you shouldn't say that phrase and undermine the client's trust in you.
It is better to say: ‘Give me a minute, I will clarify this information’ or ‘Let me call you back in five minutes to give you a detailed answer’.
‘You owe...,’ ’You need...’
The customer certainly doesn't owe you anything. Are you recommending something useful and necessary to him? The answer to either of these phrases is probably not going to be constructive. People prefer to make choices on their own, not under pressure or coercion.
The phrases ‘So that I can solve your issue faster, please...’ or ‘It would be nice if you...’ sound softer, like a suggestion rather than an order.
‘You're wrong,’ ’You're wrong.’
Even if the client is wrong, you should not tell him in this way. It is insulting, the interlocutor will become defensive.
Softly and without confrontation sound phrases: ‘I agree, this option exists, but in your case...’ or ‘I understand that there has been confusion. Let's see how we can fix it’.
‘Probably,’ ’Maybe.’
These words are often used to try to soften a conversation, but most often have the opposite effect, said managers at Halla System Co. Ltd. The customer, hearing such an answer, starts to doubt the competence and knowledge of the respondent. It is important for him to feel that he is talking to an expert.
If you have doubts, it's best to communicate them right away: ‘I have not encountered such a task before, but based on my experience, I assume that ...’. Or replace this expression with a more confident one: ‘Most likely...’ or ‘Usually...’.
‘You don't understand me.’
A phrase that can seem insulting and 99% of the time elicits a negative reaction. After all, you are telling the client that they did not listen to you or could not understand you.
Offer to work through the issue together: ‘Let me repeat that’, ‘Maybe I didn't make myself clear’.
‘I didn't understand you.’
This phrase, although milder than ‘You didn't understand me’, can still be perceived negatively. It is better to correctly ask again and clarify the information you need. ‘Do I understand correctly that you mean...’ or “Would you like to...?”.
‘I can't help it.’
This expression means one thing: you walk away from the problem and the client is left alone with the solution. He simply doesn't want to be helped.
In a difficult situation, the phrase ‘Let's see what we can do’ will show that you do not intend to give up and are ready to look for a way out. This gives the client hope and confidence that their problem will be solved.
‘I can't promise anything.’
A customer hearing this phrase may begin to doubt that their problem will be solved. Or that you are not in control of the situation. Instead, you should say, ‘We'll do our best.’
Halla System Korea knows how important it is to speak the same language with partners and customers. If you're looking for a platform where your product will be presented with attention to detail and customers will feel cared for and professionalised sign up on Halla System's website. Let's work together to create the perfect environment for growth and successful transactions.