This week during one of my workouts at Orange Theory, Damien our coach, set the intention of the of the workout. It was perfect because it is in-line with what I have been writing about, being aware. I am going to label it ‘conscious awareness.’ Coach Damian went on to say “be aware of the words that you use when you describe yourself, or you interact with others. When someone asks how you have been, try to respond with how you are feeling instead of starting with the words, I am…”. How you are feeling is a temporary emotion. Using the words, 'I am' conveys more of a permanent state, and when repeated frequently, becomes a part whom you become.
Take for example the following question and the typical answers you may give.
While the question is simple, the way you choose to respond is a result of an autopilot that we have set into place. Do you want to start to build a rapport responding to a simple question like this with a heavy response? I think not. The words you choose and the impact you make should both be taken into consideration while you are attempting to establish a rapport. You need to engage your audience on a positive level.
Often our answers reflect how we are feeling at the time. You may be feeling tired or stressed out, but these feelings are temporary. My challenge to you is to be aware of the automatic responses because they have an impact on your subconscious mind. When you step back, and you become aware of your thoughts and feelings, you start to use a different part of your brain to be aware.
The words you choose during your introduction and initial conversations need to grab attention by letting your audience know what you have to say will benefit them. Do not start your discussions with potentially buzz killing phrases that could have a negative impact on the person. If you want to move your prospect along in the selling cycle and on to the next step of buying your product or service, you need to be positive and optimistic.
When you are developing your talk track or incorporating what marketing has already created for you, it is crucial to differentiate yourself from your competitors. Find words that make you're offering unique; it could be ridiculously simple or something that aggravates a problem. Try to stay away from harsh words or aggressive terms that may once again cause our prospect’s unconscious mind to shut you out before you even get started.
At the bottom of this post is a downloadable list of words and phrases to incorporate into your “rapport building vocabulary”. In my experience, using words such as absolutely, improve and positively make someone smile. Conversely, words like guaranteed, I think, I might or I'll get back to you soon make your prospects eyebrows raise (and maybe even a lip pucker).
My first sales position was in telemarketing. I used to work for RCA, and I sold extended warranties on appliances. Yep, as I write this, it makes me giggle that I made my start over the telephone. I am here to tell you that we can learn selling tips from telemarketers. The online magazine Call Center Helper wrote an article on the “Top 25 Positive Words, Phrases and Empathy Statements” that lead to creating a positive impact.
It is super important to be careful about what goes into your subconscious mind. Research has shown that words and thoughts get stronger by the repetitions. They eventually stick into the subconscious mind and affect the behavior, actions, and reactions of the persons involved. Our subconscious mind works diligently to make these words and thoughts a reality in the life of the person saying or thinking them so be aware. Take action to incorporate positive words in your day to day selling and eliminate the negative vocabulary.
As always, your sales manager should be able to help you with your “sales vocabulary." Alternatively, give me a call if you want to do any role-playing or would like me to help structure a talk track with you. I am here to help.
Good luck and happy selling.