In Business Since 2001 We accept Paypal
Home Article Directory
More from Bill Platt
"Bill Platt for Book Authors" Youtube Channel
Training for Book Authors
Other Resources for Book Authors & Publishers
FictionPlots.com (350+ Plots & counting)
Please Support Our Advertisers

 
D9 Hosting


Top Ten Things Customers Don't Want To HearóAnd What To Say Instead

Copyright (c) 2005-2020

Think back to recent conversations you had while you were shopping. Unfortunately, chances are very good that sales people who talked with you about their product or service used language that either surprised you, bothered you slightly, or infuriated you so much that you vowed not to do business with them again. Now, think about the words you and those you work with use when you talk with current and potential customers. What are you saying that offends buyers? What should you be saying?

Here are ten of the most common language blunders, with the comments you and your people should be making instead:

I. Iím surprised you havenít heard about our product.

Why thatís wrong: Sounds condescending, arrogant, and insulting, implying that the prospect is ignorant.

Better statement: Since you said our product is unfamiliar to you, Iíll take a couple of minutes to describe it and answer your questions.


II. Thatís not my job.

Why thatís wrong: Not only do you avoid handling a customerís problem yourself, you offer no solution from anyone.

Better statement: I know just the person who can help you with that problem, and Iíll introduce you to her.


III. Sorry, itís closing time, so I canít talk with you now.

Why thatís wrong: Indicates that you work by the clock, not by commitment to customer needs.

Better statement: As you can see, the store is closing now, but I will be glad to stay around a few minutes until we meet your need.


IV. To schedule delivery, let me see when Iím going to be in your neighborhood next week.

Why thatís wrong: Shows that you have your convenience as the decisive factor in scheduling, not the customerís convenience.

Better statement: Yes, we can deliver this to you next week. What day and time will suit you best?


V. Youíre the first person who has complained about our service.

Why thatís wrong: Implies that the customer is a grouch and troublemaker, and that your company could not possibly be wrong.

Better statement: Even though we hear plenty of compliments about our service, we know thereís always room for improvement, so Iím grateful that you reported this problem.


VI. Tell me your name again, and what the problem is.

Why thatís wrong: Shows that you didnít listen carefully, and this will infuriate a person who is dissatisfied already.

Better statement: Mr. Adams, as I understood you, your carís air conditioning isnít cooling adequately. Right?


VII. If you buy this item, youíll help me meet my sales quota for the month.

Why thatís wrong: Makes you sound only marginally successful, and reflects that you are using the customer instead of becoming useful for the buyer.

Better statement: This item has been quite popular this month, and we are hearing good reports from customers who have installed it.


VIII. Walk through that door over there, turn left, take the escalator, and youíll be on the floor where we accept returned merchandize.

Why thatís wrong: Many people get confused about directions, and if the customer gets lost, you are adding to her frustration.

Better statement: Let me tell my manager that I am going to take you to the clerk who can assist you with this returned merchandize.


IX. Gosh, I barely got hereóhad to drop my dog at the vet, traffic was terrible, and Iíve got this awful headache.

Why thatís wrong: Customers arenít interested in your problems, because they are depending on you to solve their problems.

Better statement: Good morning, Iím glad to meet you. That all that you need to say about yourself and how you arrived.


X. Thatís against our policy.

Why thatís wrong: Customers donít want to deal with inflexible bureaucrats, but with sales people who care enough to adjust to unmet needs.

Better statement: While regulations seem to indicate we canít do this, I believe we can find a way.


A closing suggestion: Take this list to your next staff or employee meeting. Use the list as a springboard for discussion. Challenge your group to identify other offensive statements, and agree on suitable replacements. Your customers will welcome the refreshingly new climate of courtesy and consideration that permeates your work force.


About The Author: Shop Amazon - Top Gift Ideas
Bill Lampton, Ph.D., Helps You Finish in First Place. He has shared his expertise in communication, motivation, sales and customer service with a diverse client list. He wrote a popular book: The Complete Communicator: Change Your Communication, Change Your Life! Visit his Web site: http://www.ChampionshipCommunication.com Call Dr. Bill Lampton at 770-534-3425 or 800-393-0114. E-mail him: mailto:drbill@ChampionshipCommunication.com

VOTE ON THIS ARTICLE
Needs Work >> 0 - 1 - 2 - 3 - 4 - 5 << Excellent Article

Tell our authors what you think about their article.



Top-Level Category: Articles

10 Most Recent Articles Written by Bill Lampton Ph.D.

Your Toll Free Number Could Be Turning Customers Away
Written by: Bill Lampton Ph.D. | Distributed: 2007-07-19 | Word Count: 720 | Page Views: 2672 | Votes: 11 | Rating: 2.00
When I launched my company, Championship Communication, ten years ago, a veteran entrepreneur advised me, 'Get your toll free number right away.' He argued that I would attract more clients and keep ongoing clients happy if they could call me at no charge.

Lessons From Best Broadcasters
Written by: Bill Lampton Ph.D. | Distributed: 2006-09-26 | Word Count: 738 | Page Views: 4424 | Votes: 11 | Rating: 2.27
We learn by watching experts in action. You learned to walk by watching your parents' steps. You learned to talk by observing how they moved their mouths. Later in life, you learned ice skating, ballet, golf, baseball pitching, dancing, driving a car and many other activities by watching people who did those activities well. In this article, we will seek to learn from broadcasters how to become better communicators.

Ten Tips for Getting Your Business Letters Read
Written by: Bill Lampton Ph.D. | Distributed: 2006-08-04 | Word Count: 711 | Page Views: 3114 | Votes: 13 | Rating: 2.15
With so many of us relying heavily on E-mail for professional correspondence, business letters have become special once again. Yet your prospects won't read just any letter, especially one from an unfamiliar name. To escape the wastebasket, your letter must offer compelling reasons to continue reading. So try these ten tips to increase the likelihood that recipients will give your letters their complete attention-all the way through.

Socialize Successfully With Your Boss and Employees
Written by: Bill Lampton Ph.D. | Distributed: 2006-06-20 | Word Count: 735 | Page Views: 3674 | Votes: 14 | Rating: 2.21
By participating in hundreds of receptions, dinners, celebrations, award ceremonies, fund raising campaign kickoffs and other out of the office happenings, I have learned which communication behaviors work and which ones backfire.

Stop Trying to Be Perfect
Written by: Bill Lampton Ph.D. | Distributed: 2006-05-02 | Word Count: 0 | Page Views: 1344 | Votes: 2 | Rating: 0.50
When I provide speech coaching for executives and when I direct Presentation Skills seminars for corporations, one of the first points I make is this: Trying to be perfect will ruin your presentation.

Customer Service At Its Best
Written by: Bill Lampton Ph.D. | Distributed: 2006-04-21 | Word Count: 0 | Page Views: 1651 | Votes: 2 | Rating: 0.50
Because we experience so much customer service that annoys us, and even insults us, finding someone who truly cares about customers lifts our spirits.

Put Your Best Face Forward
Written by: Bill Lampton Ph.D. | Distributed: 2006-03-24 | Word Count: 0 | Page Views: 1593 | Votes: 2 | Rating: 0.50
Blink--a recent book by Malcolm Gladwell--cites research to support the concept that a person's face can do more than mirror the individual's mood. . .it can create a mood for that individual.

Muzzling the Motor Mouths: Silence Workplace Windbags
Written by: Bill Lampton Ph.D. | Distributed: 2005-12-01 | Word Count: 0 | Page Views: 5481 | Votes: 4 | Rating: 0.50
During my twenty-three years in management, I dealt with blabbermouths frequently, so for the last ten years I have advised clients on how to silence the workplace windbags. Here are my suggestions for muzzling the motor mouths:

Attract Clients With Your Business Card
Written by: Bill Lampton Ph.D. | Distributed: 2005-11-18 | Word Count: 0 | Page Views: 1552 | Votes: 2 | Rating: 0.50
Here are twelve ways to assure that prospects will read your card, and will become more likely to do business with you.

A Dozen Guidelines For Using E-Mail
Written by: Bill Lampton Ph.D. | Distributed: 2005-11-04 | Word Count: 0 | Page Views: 1521 | Votes: 2 | Rating: 0.50
In most of the seminars I conduct for corporations and associations, I reserve time to talk about e-mail. Why? Because e-mail has become one of our most prominent means of internal and external communication.

All of Author's Articles on this site:

Most Recent "" Articles

Ann Arbor, MI Offers A Lot Of Year-Around Family Fun
Written by: Jeb Maxwell | Distributed: 2010-01-20 | Word Count: 595 | Page Views: 3558 | Votes: 8 | Rating: 1.25
Ann Arbor, Michigan is the home of the University of Michigan, a leading institution of higher education. Ann Arbor is a wonderful place to visit. The University is co-mingled with the city and greatly expands the cultural places and events available in the area.

Flowers Are The Perfect Gift For Father's Day
Written by: Wesley Berry, AAF | Distributed: 2008-02-20 | Word Count: 486 | Page Views: 4986 | Votes: 11 | Rating: 2.09
Dads everywhere have Sonora Smart Dodd to thank for getting Father's Day started. In 1909, Sonora sat in a church in Spokane, Washington listening to a sermon expounding on the virtues of motherhood. But, as she sat there, she thought about how special her own father was since it was he who raised her after the death of her mother.

Finding the Adventure in Travel Again
Written by: Helen Bergstein | Distributed: 2006-05-11 | Word Count: 718 | Page Views: 3666 | Votes: 14 | Rating: 2.64
If you want to experience adventure at every level of your next trip, you need to go beyond the usual resorts and places to stay. If you're like most travelers, personal safety remains a priority, especially in today's world. A growing number of savvy travelers have found the perfect balance between adventure and comfort.

7 Tips to Hiring a Good DJ for your Party
Written by: Kamau Austin | Distributed: 2006-05-11 | Word Count: 563 | Page Views: 4596 | Votes: 11 | Rating: 1.36
If you want to have a party that everyone will be talking about for days and years later, hire a good DJ to run your music and light show. Hiring a DJ can actually be fun. Just follow these simple tips, and you are sure to have a fabulous DJ for your party.

Building your Credit to get a Mortgage
Written by: Kamau Austin | Distributed: 2006-05-11 | Word Count: 840 | Page Views: 4626 | Votes: 11 | Rating: 2.09
You are thinking about purchasing real estate. However, you are not sure if your credit is good enough to get a mortgage. There are things that you can do to build your credit so that it is worthy of any mortgage that may interest you.

1569 Unique Ways To Get A Free Lunch
Written by: Steve Robichaud | Distributed: 2006-05-07 | Word Count: 0 | Page Views: 2751 | Votes: 3 | Rating: 0.33
Everywhere you turn - T.V., Radio, magazines, or the Internet, someone is talking about government grants. What's the real story? Does the government give away real money, to ordinary people, to use for whatever they want? Let's take a closer look:

Don't Wait to Start Your Marketing Strategy
Written by: Jo Fulkerson | Distributed: 2006-05-07 | Word Count: 0 | Page Views: 3064 | Votes: 3 | Rating: 0.33
Your novel is finished, youíve had it edited by a professional Editor, and youíve done the rewrites. What? You havenít had an editor edit your work yet? This is a must. There are many editors advertising in Writerís Digest.

NEVER Reply to an eGroup Post!
Written by: BIG Mike McDaniel | Distributed: 2006-05-07 | Word Count: 0 | Page Views: 4257 | Votes: 3 | Rating: 0.33
eGroups are collections of people subscribed to a common (discussion list) address. When one member sends an eMail message to the eGroup address, it is automatically sent to everyone else on the list. As subscribers open and read their eMail, discussion threads take shape with additional posts and replies. The attraction of eGroups is the ability to join in at your convenience as opposed to the confinement of live chat rooms.

Reasons behind Shoulder Pain
Written by: Jessica Horowitz | Distributed: 2006-05-07 | Word Count: 0 | Page Views: 4131 | Votes: 3 | Rating: 0.33
Pain between the shoulder blades, or any pain for that matter, is your body's way of notifying you that something is amiss. You should never ignore it and hope it will *go away by itself*. There are a multitude of possible causes of pain between the shoulder blades. We'll discuss common ones in this article and start with the most serious conditions first:

Effective Managers Need To Coach
Written by: Wendy Hearn | Distributed: 2006-05-07 | Word Count: 0 | Page Views: 3661 | Votes: 4 | Rating: 0.75
Bearing in mind the fast pace of business today and the need to stay competitive, it's essential that managers should be effective. They need to be especially effective with their people and this requires learning to coach. For most managers, coaching has been added to their role anyway, but the majority haven't received any training in coaching skills.

Most Viewed "" Articles

TAKING RESPONSIBILITY - LIFE'S BIGGEST QUESTION
Written by: Richard Sparky Bryan | Distributed: 2006-05-07 | Word Count: 0 | Page Views: 13048 | Votes: 3 | Rating: 0.33
When did Americans stop taking responsibility for their own actions? My friend agreed that the slide began in the late 1960's with the growth of the drug culture. But he was quick to emphasize that although the sixties began the slide, the real sharp slope did not arrive until the 1990's. Along about 1993, the slide began to sharpen. It was not until early 1998 that the slope became a steep cliff.

High Thread Count Bed Sheets. How Many Threads Does A Bed Sheet Need?
Written by: Liz Beresford | Distributed: 2004-09-14 | Word Count: 0 | Page Views: 5654 | Votes: 3 | Rating: 0.33
High thread count bed sheets, often called percale, are much advertised, but what exactly does 'high thread' count mean? You know that it means quality and comfort, but do you know why? It used to be considered good to have thread count of 180-200 but thread counts of up to 1000 are advertised these days.. So what is going on? Does high thread count always mean better quality? Is there an optimum thread count, and if so what is it?

Muzzling the Motor Mouths: Silence Workplace Windbags
Written by: Bill Lampton Ph.D. | Distributed: 2005-12-01 | Word Count: 0 | Page Views: 5481 | Votes: 4 | Rating: 0.50
During my twenty-three years in management, I dealt with blabbermouths frequently, so for the last ten years I have advised clients on how to silence the workplace windbags. Here are my suggestions for muzzling the motor mouths:

Better Than Botox is there a Safer Substitute?
Written by: Kamau Austin | Distributed: 2005-09-08 | Word Count: 0 | Page Views: 5386 | Votes: 3 | Rating: 0.33
Women since time immemorial have always looked for ways to enhance and prolong their beauty. This of course becomes more difficult as they age.

Transform Your Work Area into a Homey Environment
Written by: Ted Roberson | Distributed: 2006-02-24 | Word Count: 0 | Page Views: 5251 | Votes: 4 | Rating: 1.25
Nothing enables one to think and work better than a comfortable working environment. Especially if you have a sedentary job, you've got to have little knick knacks around that will enliven your spirits or which you can look at for inspiration or just to zone out in relaxation.

12 Ways to Promote Your Business And Website for Free
Written by: Ivana Katz | Distributed: 2005-03-29 | Word Count: 0 | Page Views: 5116 | Votes: 3 | Rating: 0.33
You are very excited!! You have finally created your own website!! But the trouble is customers aren*t knocking on your website door. Why? The most probable answer is...

Flowers Are The Perfect Gift For Father's Day
Written by: Wesley Berry, AAF | Distributed: 2008-02-20 | Word Count: 486 | Page Views: 4986 | Votes: 11 | Rating: 2.09
Dads everywhere have Sonora Smart Dodd to thank for getting Father's Day started. In 1909, Sonora sat in a church in Spokane, Washington listening to a sermon expounding on the virtues of motherhood. But, as she sat there, she thought about how special her own father was since it was he who raised her after the death of her mother.

Building your Credit to get a Mortgage
Written by: Kamau Austin | Distributed: 2006-05-11 | Word Count: 840 | Page Views: 4626 | Votes: 11 | Rating: 2.09
You are thinking about purchasing real estate. However, you are not sure if your credit is good enough to get a mortgage. There are things that you can do to build your credit so that it is worthy of any mortgage that may interest you.

7 Tips to Hiring a Good DJ for your Party
Written by: Kamau Austin | Distributed: 2006-05-11 | Word Count: 563 | Page Views: 4596 | Votes: 11 | Rating: 1.36
If you want to have a party that everyone will be talking about for days and years later, hire a good DJ to run your music and light show. Hiring a DJ can actually be fun. Just follow these simple tips, and you are sure to have a fabulous DJ for your party.

Sell Yourself, Not Your Products or Services
Written by: Bill Platt | Distributed: 2004-05-03 | Word Count: 0 | Page Views: 4337 | Votes: 2 | Rating: 0.50
Sell yourself, not your products or services. The point we need to make is that your products and services will change over time as your business adapts to the realities of the marketplace.

Highest Ranked "" Articles

Finding the Adventure in Travel Again
Written by: Helen Bergstein | Distributed: 2006-05-11 | Word Count: 718 | Page Views: 3666 | Votes: 14 | Rating: 2.64
If you want to experience adventure at every level of your next trip, you need to go beyond the usual resorts and places to stay. If you're like most travelers, personal safety remains a priority, especially in today's world. A growing number of savvy travelers have found the perfect balance between adventure and comfort.

Building your Credit to get a Mortgage
Written by: Kamau Austin | Distributed: 2006-05-11 | Word Count: 840 | Page Views: 4626 | Votes: 11 | Rating: 2.09
You are thinking about purchasing real estate. However, you are not sure if your credit is good enough to get a mortgage. There are things that you can do to build your credit so that it is worthy of any mortgage that may interest you.

Flowers Are The Perfect Gift For Father's Day
Written by: Wesley Berry, AAF | Distributed: 2008-02-20 | Word Count: 486 | Page Views: 4986 | Votes: 11 | Rating: 2.09
Dads everywhere have Sonora Smart Dodd to thank for getting Father's Day started. In 1909, Sonora sat in a church in Spokane, Washington listening to a sermon expounding on the virtues of motherhood. But, as she sat there, she thought about how special her own father was since it was he who raised her after the death of her mother.

7 Tips to Hiring a Good DJ for your Party
Written by: Kamau Austin | Distributed: 2006-05-11 | Word Count: 563 | Page Views: 4596 | Votes: 11 | Rating: 1.36
If you want to have a party that everyone will be talking about for days and years later, hire a good DJ to run your music and light show. Hiring a DJ can actually be fun. Just follow these simple tips, and you are sure to have a fabulous DJ for your party.

Ann Arbor, MI Offers A Lot Of Year-Around Family Fun
Written by: Jeb Maxwell | Distributed: 2010-01-20 | Word Count: 595 | Page Views: 3558 | Votes: 8 | Rating: 1.25
Ann Arbor, Michigan is the home of the University of Michigan, a leading institution of higher education. Ann Arbor is a wonderful place to visit. The University is co-mingled with the city and greatly expands the cultural places and events available in the area.

How to Decorate Your Home on EBay
Written by: Pamela Cole Harris | Distributed: 2005-09-14 | Word Count: 0 | Page Views: 1396 | Votes: 5 | Rating: 1.20
If you are on a budget (and who isnít?), a wonderful place for find home decorating accessories is auction sites like eBay. But before you go aíbaying, here is some advice...

The "Proprietary Blend" Nutritional Supplement
Written by: Will Brink | Distributed: 2006-02-10 | Word Count: 0 | Page Views: 2651 | Votes: 5 | Rating: 0.60
In a nut shell, I went onto cover each of these common marketing terms that are used to sell supplements to unwitting consumers and explained each in detail as to what I view as their common misuse within the market place.

Brink's Unified Theory of Nutrition
Written by: Will Brink | Distributed: 2006-02-24 | Word Count: 0 | Page Views: 1625 | Votes: 5 | Rating: 0.60
Regardless of the topic, a unified theory, seeks to explain seemingly incompatible aspects of various theories. In this article I attempt to unify seemingly incompatible or opposing views regarding nutrition, namely, what is probably the longest running debate in the nutritional sciences: calories vs. macro nutrients.

7 Steps to Successful Telemarketing
Written by: Kamau Austin | Distributed: 2006-05-03 | Word Count: 0 | Page Views: 2283 | Votes: 5 | Rating: 0.40
Telemarketing is not as easy as it looks. Telemarketing involves talking on the phone to someone you do not know and trying to convince them to buy a product, use a service, or sign up for a special offer. Many times, telemarketers fail because they are not doing the job properly.

Offer More Payment Options than your Competition
Written by: Bill Platt | Distributed: 2004-05-03 | Word Count: 0 | Page Views: 2652 | Votes: 5 | Rating: 0.40
In order to be successful online, you must provide your customers many quick and easy ways to pay for your goods and services. It is not enough to ask folks to send a money order or check to your house or place of business. You must do more.











Download an eBook today
 
Directory Navigation
Locate By Category:

ALL Categories
Arts & Crafts
Arts & Entertainment
Automotive
Business - Offline
Business - Online
Career
Computers
Education
Family
Finance
Food & Drink
Health & Wellness
Home & Garden
Humor
Internet
Nature & Pets
Real Estate
Religion
Self Improvement
Shopping
Society
Sports & Recreation
Technology
Travel & Leisure
Uncategorized
World Events
Writing & Speaking

Change Number of Results:
50 - 100 - 200 - 500
Article Reprint Rights
Creative Commons License

This work is
licensed under a
Creative Commons
License


You are not required to show the creative commons license notice when you reprint this work.
Article Statistics
Word Count: 0

Total Views: 1293

Article Rating: 0.50 of 5
Votes Cast: 2

More Articles By Author:



Last Distribution Date:
2005-05-12 01:20:45

Internal ID: #1591





All Articles are Copyright © 2001-2020 of the Defined Authors.

All other material and images on this site are:
Copyright © 2001-2020, ThePhantomWriters.com