Phrases To Avoid When Creating Rapport!

You’ve worked hard to reach your Prospect after doing your research and come up with a compelling reason to call. You’ve used the support of the Gatekeeper to get put through and there’s a good chance you may be able to help solve a problem/ create a business opportunity.

Despite all your hard work, a decent offer and some relevant proof statements they’re not taking you seriously. Could it be that there’s some of this vocabulary limiting the success in your approach?

“How are you?” or worse: “How you doing?”(Unless you are Joey from “Friends!”) This isn’t a rapport building technique unless you actually know them. It might seem like a courteous thing to do. There is no existing relationship yet so they really don’t mind if you don’t ask it. Plus it gives you more time to focus them on your message! And it’s what every other potential supplier has asked them that day by phone and e mail so they are likely to be sick of being asked! Avoid at all costs on an initial call!

“OK mate” or worse: “OK buddy” Again, this is determined by the strength of the relationship. Be really careful of this one. I’ve sensed business owners cringing on the other end of the phone when they’ve heard salespeople use this phrase. Instead substitute “mate” for their name. Far more powerful!

“No worries.” This is supposed to be a reassurance phrase but it has the opposite effect! We have just mistakenly planted a seed of doubt in our Prospect’s mind. By hearing the word “worries” they are subconsciously becoming cautious, is there something to worry about? Substitute with confidence inspiring, action oriented phraseology like this: “I’ll ensure everything is sent through as promised.” Or “Great, I’ll send that across and we’ll speak on Wednesday at 4pm!”

“Trust me…” This implies the Prospect needs to be told to trust you! Surely it’s up to the individual to decide whether they trust you or not. Instead gain their trust through your actions and your words. Proof statements, testimonials, case studies, articles, advice- deliver on what you say and the trust will quickly form!

“It’s just a quick call…” This implies that the conversation won’t take long and is therefore not important. In which case why should the Prospect engage if it’s not going to be a good use of their time? Get straight to the point to allow them to understand you more easily.

What’s your view on this? Do you have any more examples and alternative helpful ways to deliver the message?