What NOT to Say

In sales and service, we spend a lot of time learning what words or phrases to say. Did you know that there are phrases you should never say? Phrases that practically guarantee that you won't achieve your objectives? Whether we sell or service, there are certain phrases that we should avoid using. Here are phrases that you want to avoid.

I don't know. Is that what some one really wants to hear when they speak with a company representative? After all, isn't it your job to be able to answer customer requests? If you don't know, find out who does and get the answer. An alternative phrase might be "I want to make sure I give you the correct information. Let me check that out for you. Are you able to hold?"

I (or we) can't. Don't you just hate being told no? So do most people. Find out what you can do and offer alternatives.

Hang on a second, I'll be right back... can sound rude and abrupt. Use "Are you able to hold instead?" It's much more polite and empathetic.

You have to... A prospective buyer doesn't or shouldn't HAVE to do anything. We're the ones trying to make the sale or retain the customer. If an action is required on their part, let them know what they'll "need to" do in order to accomplish the objective"

No... No one likes to be told no. Offer alternatives. If you can not come to agreement, be gracious. You never know when they might change their mind.