Word Choice is Critical in Face to Face and Contact Center Sales

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November 12, 2014 4:38 PM

Word choice is a more complicated form of rapport building and has its roots in neurolinguistic programming or NLP. People have a preference for one of three primary senses when communicating. Speaking their language facilitates rapport building, making you easier to trust. Therefore, word choice is critical in face to face and contact center sales.

These senses are visual/sight, auditory/sound, or kinesthetic/ feelings.

You’ve heard people use phrases such as, “It looks (visual) good to me” or “It sounds (auditory) good to me” or “It feels (kinesthetics) good to me.” These phrases, and others like them, provide useful information on the prospect’s thinking process and give you insights on how to communicate more precisely and persuasively. This is especially true in contact center sales where your non-verbal feedback is absent.

Once you determine which primary sense (visual, auditory, or kinesthetics) the prospect is most comfortable with, you can focus on word choice to make a better verbal connection.

Here’s a brief list of sensory words:

Visual

Auditory

Kinesthetic

see

sound

feel

picture

hear

grasp

appear

mention

firm

outlook

inquire

pressure

imagine

tune

grip

focus

listen

flow

observe

vocal

warm

notice

remark

emotional

watch

say

active

overview

report

assume

Here’s a brief list of sensory phrases:

Visual

Auditory

Kinesthetic

appears to be

clear as a bell

boils down to

clear-cut

describe in detail

come to grip with

dim view

express yourself

firm foundation

eye-to-eye

get an earful

get a handle on

looks like

inquire into

hand-in-hand

in person

loud and clear

not following you

plainly see

outspoken

sharp as a tack

short-sighted

tongue-tied

so-so

take a peek

tuned in/out

pull some strings

mental image

rings a bell

start from scratch

Let’s assume you were selling a technical product and you were able to determine which of these three communication mediums best suited your customer. You would use different messages for each person.

With the Visual person, you might say: Take a look at the new Model 43. Notice how the new design makes it easier to observe the monitor scope.

With the Auditory person, you might say: Let me tell you about this new Model 43. Just listen to how quiet it is. It hardly makes a sound.

And with the Kinesthetic person, you might say: Wait until you get your hands on the new Model 43. Once you get a handle on its operation, you’ll have a better sense of why some people feel so strongly about how it can impact their operations.

By listening to the words that your prospects use, you will get insight into their personality type. By adjusting your selling style, and word choice, you will make rapport building easier and improve your sales results.

Sales Improvement Group specializes in effective customized training courses for face to face and contact center sales.  



A Sales Leader's Guide to Doubling Your Close Rate

Topics: Posted on Categories Contact Center Sales Manager, Word Choice

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A Sales Leader's Guide to Doubling Your Close Rate

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