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One of the biggest differences between weak and strong salespeople is how they react to rejection. But top salespeople also have another trick up their sleeve -- they use the right phrases, words, and questions that help them avoid rejection more often than not. Therea€™s a relatively simple fix if you want to be rejected less often: Stop saying certain words and phrases that signal you're there to sell something. Here are eight rejection-provoking phrases you should avoid at all costs, and what to say instead. Not to mention that if the prospect does ultimately buy from you, they should benefit disproportionately more than you or your company. If you really want to know how good of a job you did, ask, "Why was this call helpful for you?" or "Good to hear. Usually when a salesperson is "checking in," it's because the prospect didn't show up for their last appointment, or didn't respond to the last email or voicemail. You can add value in multiple ways, but it usually depends on how far along you are in the sales process.
If you have trouble shaking this phrase, modify it by elaborating on why you're checking in.
Not dissimilar to "just checking in," salespeople tend to use this phrase when they're waiting on a prospect to sign a contract.
When it comes to closing time, if for some reason they can't sign the contract without approval or some other legitimate reason, then set up another call.
Same as with a€?just checking in,a€? you dona€™t have to get rid of a€?touching basea€? entirely. While you might be afraid that theya€™ll say a€?no,a€? ita€™s better to keep the prospect engaged by including them in the agenda-setting process. At that point, you should pause, listen, and restate what they say using your Active Listening skills.
Long gone are the days when you call a prospect, find out they have a problem they really wished that someone cold called them to talk about long ago, introduce a solution they immediately believe they can't live without, and ask whether they have a budget for it. So asking a company whether they have a budget for your offering early in the process, before you've differentiated yourself, is silly. Luckily, therea€™s an easy fix: Stop asking this question -- especially early in your process before you've established value and agreed upon ROI. So the better question to ask is "How would your organization make a decision like this?" If you want to take a page from Sharon Drew Morgen (the inventor of Buying FacilitationA®), another strong alternative is "How would your organization know when it's time to make a change?" That's the start of the conversation.
For more tips on handling the authority issue, read Morgen's book, Dirty Little Secrets: Why Buyers Can't Buy and Sellers Can't Sell and What You Can Do About It. Salespeople often say this when they realize that a prospect isna€™t a good fit for their product or service, and they're trying to politely get off the phone.
Today, we're all more connected than ever, so I try extremely hard to make sure the prospect -- qualified or not -- felt like they got value out of our conversation. If you realize they aren't a fit for your service, but do have a need, I will often recommend an alternative service that does fit their needs, connect them with someone else they can speak with who might know how to help, or send them some useful content. On the other hand, sometimes salespeople say "I don't want to waste your time" when they're about to give up on a difficult prospect. If you're going to send something that's important for them to read, be bold about it and say "I'm going to send you three articles that you need to read before our next call.



A long list of words that I agree you shouldn't say for the most part, including: "honestly," "contract," "quota," "maybe," "cost," "perhaps," "guarantee," and 18 others. If you're guilty of using any of these words or phrases, I hope you'll start employing the alternative phrases and approaches listed in these articles.
At HubSpot, we're on a mission to help the sales profession establish a reputation of being honest and helpful, trustworthy and credible.
Whether we sell products, services, or programs, we all need regular doses of inspiration, motivation, and tips to keep us trekking as we work to move efficiency forward.
The worst salespeople have to take a walk around the building to recover every time they get rejected, while top salespeople recover right away when it inevitably happens. Instead, use every word you say to portray that you're an expert who is graciously and generously making yourself available to help them. So at the end of your selling process, they should be thanking you for your time and expertise. Now, I'd advise you to avoid ever needing to "check in" by getting clear buy-in and commitment from prospects at the end of every interaction. If ita€™s early, ask some insightful questions or offer a tip that will be immediately useful to your prospect. To avoid this phrase, get the prospect to sign the contract while you're meeting with them or while you're talking to them on the phone. However, don't make "signing the contract" the focus of that call -- after all, they probably dona€™t need your help to sign a contract, and, if theya€™re not ready to sign, theya€™ll just blow you off. For example, there might be an implementation step you can do now, or a checklist of next steps you can review with them. Whenever I hear a salesperson on my team say this one, I usually ask them "Who gives a sh*t what you want?" Your prospects don't care about you. Also, when you introduce your suggestion for the call, make sure you highlight the value theya€™ll receive. If they want to keep talking to you, they'll say they do (even if they have no idea whether this is actually the case).
Read my article on budget qualification if you want to learn how to gauge budget effectively and at the right time. You never know who will one day become a good fit prospect, or who might be able to refer you into a great fit account.
In this case, if a prospect is being disagreeable and difficult, try to get them to drop their guard. You might have heard something like "Sending information is not selling," or "Direct mail is an excuse for salespeople who are afraid to pick up the phone." The argument is that if you can't establish a prospect's need over the phone, your prospect isn't going to take the time to read your information. But these days, given that prospects are going to do their own research online anyways, you should be willing to send information to prospects if it'll truly be helpful.
While I'm partial to mine as I think the phrases above are the ones that are most commonly used and cause the most rejection, I took inspiration from others and added a few more words you should avoid below.
However, the one phrase mentioned most frequently was "to be honest with you." Sales expert Jim Masson even wrote a whole article on it.
In his wonderful new book, Warren distills a lifetime of sales training into sixteen actionable tools, which, if you use them, will guarantee that you too reach your goals." -Mark Terry, President, Harman Pro Group"A great read! When you thank them for their time, you're implying that they did you a favor, but thata€™s not the way they see it.
I suggest swapping this phrase out with "Was this call helpful for you?" Assuming you were helpful and they say "Yes, thank you," do not say something like "No -- I should be thanking you," or "No problem" either.


But if you do need to check in without a scheduled call, you should be prepared to add additional value. If you're in the middle of your sales process, call to clarify something they said on an earlier call, and tell them you have an additional idea to share with them if they have a few moments. Signing the contract should ideally happen at the end of the call -- or in the middle even! Don't get me wrong -- I am still a proponent of disqualifying prospects if you have no way to help them directly.
Not to mention that if a prospect asks you for some information early in your process, they are most likely just trying to get rid of you. And replace "Can I send you more information?" with "I was talking to someone that expressed a similar need to me the other day.
If Ia€™ve missed any words we should all avoid during sales calls, please share those in the comments too.
Warren says it all in a way that's not only easy to understand, but even easier to implement.
They gave you their time because you were helpful, and they'll continue doing so if you continue to be helpful. Even if your company doesn't publish pricing, I bet that one of your competitors does, or the buyer can formulate a reasonable estimation from an online forum or review site. But I'm not a fan of doing it before you've really evaluated whether you can help them with something. Most prospects will never read all of that, and they'll think you're being lazy by letting your content do your selling for you. Not only does it do more harm than good to you, your company, and the world -- it's just not necessary.
No need to ever read another book on this subject." -John Gamauf, President Consumer Replacement Tire Sales Bridgestone Firestone North American Tire, LLC"Put this book on your must-read list if you want to learn successful strategies for taking your distribution team to the next level.
Heck, buyers can even discover how much you and your competitors are willing to discount on the interweb these days.
Is there something I'm doing wrong you think?" If they're being a jerk, this politely encourages them to give you a shot -- even if it's just because they feel sorry for you.
If I sent you something on that, do you think you might find it valuable?" Along the same lines, if a prospect asks you to send information, your question should be "We have lots of information that I could send you.
Through motivation and education, Warren Greshes has captivated our very best top managers and producers. He pushes them to succeed and to keep their goals out in front of them, all the while maintaining a clear message, infused with his sense of humor. Warren has helped pave our way to success." -Bernadette Mitchell, Vice President Retirement Benefits Group, AXA Equitable"Warren is truly an expert in the field of sales! His grassroots ideas are practical, designed for immediate implementation, and are sure to lead to top-notch results.
This book is a must-read for those new to sales and those veteran salespeople who want to take their skills to the next level." -Raj Madan, corporate marketing executive, financial services industry.



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