Killer phrases, when deliberately used, often have only one goal: to stifle a discussion, shatter arguments and mute the other person. Often, however, they are used unconsciously. However, a customer call can quickly lead in the wrong direction without you understanding why this is happening: The customer is not listening properly, wants to think time or tries to end the call. So you have quickly finished a promising negotiation. Therefore, our advice: Recognize killer phrases and avoid them.
How to recognize killer phrases
There are certain features that uniquely identify killer phrases. They usually do not objectively argue, contain generalizations or clichés, quickly choking off the conversation, anticipating the outcome of the conversation, or questioning people and their competence. Not always killer phrases are used deliberately.
These 7 killer phrases can quickly put an end to a customer conversation
1. “Believe me” – when a customer hears this phrase, he becomes cautious. He might think you want to turn him on now. Such phrases often arise when one is already worn down by conversation and believes that one has no arguments left. Take this situation back, take a short break and rethink the situation.
2. “As you know” – This sentence implies that one expects the other to be on the same level of knowledge. But what if the customer does not know? He may feel stupid. Avoid this situation by saying, “I learned that …”. This puts you on the same level as your interlocutor and gives him the opportunity to learn something without losing his face.
3. “Must” – Delete this word in the customer conversation. No one likes to hear that he has to do something. On the contrary: Most of the interlocutors then switch to “Durchzug” and go on the defensive. Use clever questions to help the customer find out for himself what he needs.
4. “That’s obvious …” – The customer will be able to hear the unspoken epithet “… you fool” formally. An “obvious” unconsciously addresses the little child in the conversation partner, who certainly had to hear more often at a young age that something was obvious and that he just did not understand it. Whatever you want to say, say it freely and do not judge.
5. “Surely you have read my e-mail” – Even if you want to shorten the conversation with this sentence, this puts the customer under pressure. What if he did not have time? Now he is the stupid and has to admit that too. It is better if you refer to the e-mail and summarize the contents again.
6. “It’s not that complicated” – implies: If you have not understood it yet, maybe you are not that intelligent? This phrase often arises in situations where you are the one who knows more about the product or process than your conversation partner. The crux is to give the other a good feeling without the super experts hang out. Try to be as sensitive as possible to your customer and have a long breath.
7. “Actually” – This word belongs to the so-called plasticizers and has nothing to look for in a good sales pitch. They usually refute what has been said and in the worst case clarify their own insecurity. This includes “somehow”, “halt”, “I think”, “relative” “in general”, “in the main”, “in and of itself”, “anyway”, “pretty”, “by the way”… You better leave these loopholes away.
Do you know your own killer phrases?
Did you recognize yourself in one case or another? But do not worry: you do not have to be silent now just because you are afraid to say something wrong in the conversation. Killer phrases do not always have a negative meaning. As in all conversations, the interpersonal relationship is important. If you have a good relationship with your customer, he will never misunderstand you. Nevertheless: Be always focused and mindful in the course of the conversation, then you are well prepared in terms of killer phrases.
Do you know any other killer phrases? Then send us this by mail under firstname.lastname@example.org. The best ones are published by us. We are looking forward to it!