Tagged: Forbes

December 28, 2012

10 Phrases Your Salespeople Want To Hear

We all know that words are powerful, especially when they are coming from the boss. So, what you say to your salespeople (and how you say it) at critical moments, can make or break your relationship with a salesperson.

Jeff Schmitt had a great post on Forbes titled, 15 Phrases That Build Bridges Between People. I’ve adapted those to what I think are 10 Phrases Your Salespeople Want To Hear.

1. I trust your judgment. When a salesperson comes to you with a problem are you too quick to give him the answer? Many times the salesperson knows what is the best course of action to take, but may feel the need to get your blessing. How empowering for a salesperson to hear from the sales manager, “I trust your judgment”! What do you do if you are not sure the salesperson does have the right solution? Then use phrase #2…

2. What do you think? By saying this, you are telling the salesperson that you value her opinion and want input. You are opening the door to a collaborative relationship. Asking for other’s opinions show you respect their knowledge and expertise. It doesn’t mean you have to agree with everything suggested, but it tells you where the salesperson’s head is at on a particular issue and will help you incorporate that into your decisions. Once you know what the salesperson is thinking you can steer the conversation with phrase #3…

3. What if we tried…. This is a great opening phrase when you have a direction you want to steer the salesperson to without being overly prescriptive. Toss out the kernel of an idea and let the salesperson run with it and develop it according to how he sees fit. It gives the salesperson a starting point but allows him to use his own creativity and feel ownership of the idea and the process.

4. How can I help? So many times salespeople feel that they are fighting an uphill battle within their own companies. Battling with paperwork, bureaucracy, and other departments often makes it seem that they are at cross purposes with some of their co-workers. And that’s just inside the company. Now add on all the obstacles they have to overcome with clients. Salespeople need to feel like their sales manager will move walls for them and do whatever she can to help make that sale happen. Just simply saying, “How can I help you” is powerful. You are telling the salesperson you understand the situation and validating the frustration many salespeople feel.

5. We will figure this out. What’s important here is the word “we.” Use it whenever you can. It shows the salesperson that you are all in this together, that he isn’t out on an island all alone. It shows you are invested in making things work out the best you can. This phrase also has a very calming effect and that’s important because sometimes the salesperson can feel so overwhelmed, it’s hard to see how things will get resolved.

6. What I hear you saying… This is a great way to repeat back what a salesperson has said to you. By doing so, you are ensuring that you have understood what has been said. You also are demonstrating to the salesperson that you really are listening and that she has your full attention. It’s human nature to hear what we want to hear – this phrase makes sure we are hearing what THEY want us to hear.

7. I don’t know. These are hard words for most managers to say. It seems so counter-intuitive to say, “I don’t know” and think that a salesperson will respect us MORE for saying it. But it’s true. It’s ok not to have all the answers. In fact, some of the best, most creative solutions come from not knowing an answer and seeking out information. A close relative to this phrase is “Let me think about that.” Salespeople are persuasive and usually want an answer or decision from you immediately. And certainly there are many times when a quick decision is warranted. But don’t fall into the trap of thinking that everything has to be decided this minute. Sometimes, a little reflection or time to seek out additional information is what elevates someone to being a leader and not only a manager.

8. You’re right. Who doesn’t want to hear these words??? Salespeople get a lot of “no’s” which is in effect, someone telling them “you’re wrong.” If your salesperson is right about something then say it flat out, “You’re right.” And by the way, don’t say, “you may be right” or the even worse, “you’re not wrong about that.” I once had a manager who said that all the time and I wanted to scream, “Just say it! I’m right! Just say it!” What about when they are not right? How can you effectively lead that conversation? Start with phrase #9.

9. Let me play Devil’s Advocate for a moment. This is a terrific way to give feedback to a salesperson when you want to show her another way something might be handled. It allows you to demonstrate the flaws in a plan, but in a de-personalized way. Rather than telling the salesperson, “I think you should do xyz,” you are simply pointing out what “others” might object to or say.

10. Thank you. Yes, it’s simple. So easy, right? Maybe. But probably the most common complaint I’ve heard from salespeople over the years is a variation on, “My sales manager didn’t appreciate me.” Saying “thank you” is recognition of the work a salesperson is doing. It shows the salesperson you are engaged, you noticed, and you appreciate it.