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4th April 2018
The right words can turn a hesitant prospect into a loyal customer, and on a sales call, every phrase matters.
But what exactly should your agents say to build trust, overcome objections, and close the deal? Small language choices often make the biggest impact.
In this article, we share 28 words and phrases to use during different stages of a sales call, along with expert tips to help your team sell smarter.
Below are key phrases to use on a sales call, with pointers about how agents should adapt their sales language for different parts of the call.
The customer may not have experienced this sort of gratitude in a very long time.
Opening with an apology will immediately set the agent apart from the norm.
The first-person singular here lends a deeper, more personal touch to the conversation.
This will give a bespoke, tailor-made feel to the call opening.
This opens a sales conversation by highlighting a specific benefit or solution that has helped similar businesses.
This question gently invites the customer to consider new options, encouraging an open conversation without being pushy.
This open-ended question encourages the customer to share their opinion, fostering engagement and making them feel heard in the conversation.
This statement acknowledges the customer’s worries, demonstrating empathy and understanding. It reassures them that their concerns are taken seriously while guiding the conversation towards solutions.
Expressing the agent’s own emotions will give the call a more personal, welcoming aura.
Conveying an image of versatility will give the organisation an invaluable edge over its rivals.
Strong, reassuring words will impress upon the customer your commitment to going the extra mile.
Showing that the company recognises the customer’s specific requirements will set it apart as a highly astute service provider.
This suggests that their opinion is unique and encourages them to elaborate.
Words such as “let’s” indicate that the sales agent and the customer will move forward as a team and signpost that your company works in a structured and methodological way.
This statement conveys strong confidence in the value of the offer, aiming to alleviate any doubts the customer may have.
Weighty assertions will help to garner the sort of agent–client affinity that will likely have customers coming back for more…
Indirectly draws to light the possible hidden charges imposed by rivals.
This statement relates to the customer by sharing a common experience, helping them feel understood and less alone in their concerns.
Pointing out the limited availability of the product will serve to attract the customer’s attention.
This phrase suggests setting up a future conversation, showing interest in continuing the discussion. It helps keep the sales process moving while giving the customer time to consider their options.
This conveys confidence in the offering while encouraging customer engagement. It invites the prospect to share their thoughts and fosters a positive dialogue about the product.
This phrase emphasizes the company’s commitment to ensuring the customer’s happiness and well-being. It reassures the customer that their needs will be addressed and that support is readily available.
Not only does everyone like a freebie, the addition of the phrase “just for you” makes the customer feel special and helps to develop a stronger relationship between the customer and the brand.
This phrase can help to reaffirm to the customer that they are the priority and that the company is flexible in arranging its business best around their customers’ needs.
This provides a subtle aura of consistency and hints at the long-term support your company offers.
Drawing on positive statistics can give the customer a favourably subjective point of view.
Stated without arrogance, this will project a sense of genuine confidence in the organisation’s products/service.
This phrase shows a willingness to assist and accommodate the customer’s needs, fostering trust and making the buying process smoother for them.
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A popular method for addressing customer concerns is the five-step process: Acknowledge, Repeat, Isolate, Rebuttal, and Move Forward. This structured approach helps agents guide conversations productively, ensuring customers feel heard and valued.
The first step in the objection-handling process is to acknowledge the customer’s concern. This shows that you are listening and that you respect their opinion.
For example, if a customer expresses hesitance about pricing, saying something like, “I understand that the cost is a concern for you,” validates their feelings. Acknowledging objections builds rapport and trust, laying the groundwork for a more open conversation.
For more on acknowledgement statement, read our article: AER Statements for Customer Service
Next, repeat the objection back to the customer. This not only confirms your understanding of their concern but also gives them a chance to clarify or elaborate.
For instance, you might say, “So, you’re worried that our service might not fit your budget?” This step ensures that both you and the customer are on the same page, making it easier to address their concerns effectively.
After acknowledging and repeating the objection, the third step is to isolate it. This means determining whether this concern is the only barrier preventing the customer from moving forward.
You can ask, “If we could find a way to work within your budget, would you be ready to move forward?” This helps you pinpoint the main issue and assess if there are other underlying concerns that need addressing.
Once the objection is isolated, it’s time for the rebuttal. Here, you respond to the concern with factual information or persuasive arguments.
For example, if the customer is worried about pricing, you might explain the long-term savings or additional value your service offers. This step is crucial as it provides the customer with reasons to reconsider their initial hesitance and see the benefits of your product or service.
Finally, the last step is to move forward. After addressing the objection, guide the customer toward the next steps in the sales process.
This could involve closing the deal, scheduling a follow-up call, or providing additional information. A phrase like, “Shall we proceed with the order, or would you like to explore some options together?” encourages action and keeps the momentum going.
When making unsolicited sales calls, prioritize the customer by emphasizing that you are reaching out to them specifically because your solution has been beneficial to similar businesses.
The primary goal should be to secure an appointment or generate leads, so avoid diving into pricing or features too early in the conversation. Use empathy statements to acknowledge any concerns the customer may have and demonstrate how your product or service can still provide value.
Encourage customers to commit to low-risk options that advance the sales process. This might involve sending specific information that enhances their understanding of your offer, accompanied by a clear call to action.
Be prepared for the sales process to require multiple touchpoints, such as case studies or literature, to effectively demonstrate how your product or service can meet their needs.
Building trust is crucial in sales. Show potential customers that you genuinely care about their needs and differentiate yourself from competitors who may make grand promises without delivering.
Strategies for building trust include sharing successful outcomes with similar clients and taking a gradual approach in the sales process to ensure customers feel comfortable with their decisions.
Use inviting language that allows them to make decisions at their own pace, such as “Would you like to see…” or “How about if we…”.
When negotiating with customers, understand that their interest in your product is often indicated by their willingness to haggle.
Set your best price offers in advance and avoid further negotiations based on loyalty or positive publicity. Highlight the value of your offering while providing context that distinguishes it from competitors.
Use statements that emphasize long-term support, disclose any hidden costs associated with rival products, and share positive statistics to bolster your case.
For more language advice to apply to your customer service interactions, read our articles:
Hannah joined Call Centre Helper as Digital Content Assistant in 2024.
Read more by Hannah SwankieReviewed by: Megan Jones
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