The Use of Negative Words in Sales Conversations

Real Estate Agent with Keller Williams Realty

Drop The Use Of Negative Words in Sales Conversations

I was on a flight recently when the pilot announced: "We're not expecting any turbulence or flight delays today." Which words stood out? Turbulence and Flight Delays! Our brains do not process negatives easily. We have to first consider the main words, and then negate them - which takes extra thinking.  And since we've all experienced turbulence and flight delays, these words are now implanted in our brains, and we're feeling nervous - just the opposite of the pilot's intention!   

How often do you use negative words in your sales conversations?
1. Do you end your correspondence with "Please do not hesitate to contact me?" Your readers see the word "hesitate". How about "Please contact me at any time"?
2. Do you say, "no problem" when answering a request? How about "It's my pleasure."
3. Do you say, "It won't be difficult to..." How about "It will be easy to..."

Why not implant positive messages in your prospects' minds? They will look forward to working with you, and "won't" anticipate any "problems"!

Comments (3)

Vickie Nagy
Coldwell Banker Residential Real Estate - Palm Springs, CA
Vickie Jean the Palm Springs Condo Queen

This is a really good point. I know I really try to do a good job in written communication, making a final review prior to hitting send. Think I'll consider taking a deep breath before replying when it's a sensitive discussion.

Aug 19, 2009 07:39 AM
Donna Harris
Donna Homes, powered by JPAR - - Austin, TX
Realtor,Mediator,Ombudsman,Property Tax Arbitrator

I've tried very hard to not say "no problem" and I can't get the phrase out of my vocabulary.  I have been saying "you're welcome" more, but I feel it sounds weird and hesitate saying it.

Aug 19, 2009 07:39 AM
John Mulkey - Waleska, GA
Housing Guru

Great tips for changing those subtle phrases that often interfere with our message.

Aug 19, 2009 07:41 AM