Avoid negative phrases when dealing with customers
Morcendale Inc. blog
Communication is a crucial element of any sales system. It doesn't matter who you are: an entrepreneur, an expert or a manager. If you communicate with customers, the phrases you use directly affect the outcome. Words shape the impression people have of you and your business. And that impression directly affects sales and whether the customer will want to come back to you.
Some phrases that we automatically use when communicating with customers devalue the dialogue, reduce loyalty and directly decrease the chances of a deal. Often, we don't even notice this. The Morcendale company team has compiled a list of phrases that are strongly discouraged from using.
Some phrases that we automatically use when communicating with customers devalue the dialogue, reduce loyalty and directly decrease the chances of a deal. Often, we don't even notice this. The Morcendale company team has compiled a list of phrases that are strongly discouraged from using.
‘You misunderstood me’
This is the first phrase that is strongly discouraged from saying to customers. It sounds like an accusation and shifts the responsibility to the customer. It is much better to say, ‘Let me clarify one point so that we can understand all the nuances.’ This wording shows your involvement and willingness to help.
The words ‘I already explained that to you’ can also be perceived negatively. They sound like a reproach. Instead, use: ‘Let's go over this point again to clear up any questions.’ If the customer does not understand, it is the salesperson's responsibility.
The words ‘I already explained that to you’ can also be perceived negatively. They sound like a reproach. Instead, use: ‘Let's go over this point again to clear up any questions.’ If the customer does not understand, it is the salesperson's responsibility.
‘I don't understand you at all’
‘We don't have that product right now.’
This is another phrase that accuses the customer. Behind these words, they hear the subtext: ‘I can't explain myself properly and am saying something incomprehensible.’ Instead, it is better to ask a clarifying question, such as: ‘Am I correct in understanding that you mean...?’ It's okay to ask for clarification, but don't jump to conclusions, advise the managers at Morcendale inc.
This phrase does nothing to solve the customer's problem and sounds like a dry statement. A more customer-oriented option would be: ‘We don't have that product in stock right now, but I can advise you on possible deliveries and next steps.’ You acknowledge the fact and immediately offer a solution.
‘That's not my job’ or ‘That's not my question’
What does the customer hear behind these phrases? Refusal and lack of help. But they came to you to solve a problem. Instead, it is better to say: ‘I will find out who can help you with this question.’ Morcendale managers claim that customer support is the basis of quality communication.
This statement creates a feeling of indifference. It sounds much stronger to say, ‘I will do everything I can and keep an eye on the matter.’ It is important for the customer to see that you are committed to understanding the situation and helping them.
Another phrase that conveys indifference is: ‘I don't know, I don't have any information.’ Instead, it is better to say: ‘I will check the information and get back to you by a specific time.’ Even if you don't have an answer yet, it is important to get in touch and show that you remember the customer.
Another phrase that conveys indifference is: ‘I don't know, I don't have any information.’ Instead, it is better to say: ‘I will check the information and get back to you by a specific time.’ Even if you don't have an answer yet, it is important to get in touch and show that you remember the customer.
‘I can't promise anything’
This is a negative statement that can provoke conflict. It is much more effective to start with the phrase: ‘I understand your situation. Let's see how we can resolve this.’ The word ‘understand’ reduces tension and makes the conversation more constructive.
‘You're wrong’
This is a risky statement, according to Morcendale management's experts. The customer may find another offer, and you will lose their trust. It is better to be specific: ‘We have a best price or best terms guarantee. If you find a cheaper offer, we are ready to reconsider our offer.’
‘You won't find anything better on the market’
This is labelling and devaluing the customer. The correct option: ‘We have several options. Let's find the one that suits you best.’ You offer a choice, rather than making conclusions for the customer.
The conclusion is simple: in sales, it's not just the product and price that matter, but also communication with the customer. Customer-focused communication is not about ‘nice words’, but about responsibility, respect and a willingness to help, emphasise the experts at Morcendale company. If the customer doesn't understand something, you need to clarify and explain it differently. If a product is out of stock or the situation is complicated, it is important to offer a solution or next steps. If a conflict arises, it is worth acknowledging the customer's emotions first, and only then looking for a solution. The more specific, supportive and calm your speech is, the higher the trust and loyalty.
The conclusion is simple: in sales, it's not just the product and price that matter, but also communication with the customer. Customer-focused communication is not about ‘nice words’, but about responsibility, respect and a willingness to help, emphasise the experts at Morcendale company. If the customer doesn't understand something, you need to clarify and explain it differently. If a product is out of stock or the situation is complicated, it is important to offer a solution or next steps. If a conflict arises, it is worth acknowledging the customer's emotions first, and only then looking for a solution. The more specific, supportive and calm your speech is, the higher the trust and loyalty.
‘You need something cheaper.’
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