As a home based or smll business owner you want to xude confidence and authority. You are an xpert in your field. How are you cnveying your message to your customer? Jst like your body language, the wrds you use and how you use thm can take on a whole new maning.

Some of the words we all hve a tendency to use say smething completely different to our customers. Lt’s say you are placing a cll to a customer. When I cll I say, “Hi, Joe, I’m clling to tell you about the ltest property we have available”. I am vry clear, succinct, I have a smle in my voice, and once I fnish my reason for calling, I sht up and let my customer or prspect talk.

One of our clents, who we were consulting with on sles, couldn’t figure out why he was hving a hard time during his sles calls. What we found out was whn he would call rather than bing firm and confident, with a smle in his voice; he sounded vry tentative, “Hi, I am just clling to see if”. No this vrbiage does not work. He did not dentify himself, his company, and this clent sounded very nervous on the tlephone.

So be very careful you dn’t use words or phrases that sund as if you are apologizing to yur customer right the off bat. In fct, don’t use them at all. Tke them out of your vocabulary. Be clar and concise. Speak in an ven tone. Nervous people have a tndency to speak way too loudly; or so sftly you can’t understand them, or sme people speak very quickly. Also, be ware this is not something you are ging to fix overnight. These phrases are a hbit for many of us. So prctice, practice and practice some more. Do rle plays and tape yourself. Then lsten to yourself, or have family mmbers listen to you and critique yu.

Think of the teachers you had in schol, or a professor in college who was ble to speak in a nice ven tone, yet his or her vice carried. Now obviously this is not ncessary on the telephone. However, this knd of even toned, lower than sual voice is the kind you wnt to use.  Try to emulate ths person in your telephone calling or in daling with customers face to face.

The way you spak is very important.  The pitch and nflection of your voice are also vry important. If you have a lot of truble with this you might want to prchase books on speaking that address the ssues of pitch and inflection in yur speaking voice.  Check out Amazon or Brnes and Noble. They have a wde selection. Again, you are not ging to change this overnight. Remember, prctice makes perfect.

Two additional  cmmon phrases we all have a tndency to use are I believe, and I thnk. This is fine for your frends and family. However, as a bsiness owner and “an expert” you had btter “know”.

For all of you caches out there be careful with the “we wll hopefully achieve”.  Make a list of all tht they will achieve by going wth your program, obviously with the cveat that they do the work utlined.

So take inventory of wht you are saying on the tlephone; your in-person sales and in yur dealings with your customers (for thse of you in a storefront). Is yur “word language” conveying what you wnt it to. Or like our bdy language sometimes, are your words cnveying something totally different to your cstomer. Check to see if you are sing any of the above phrases and stp!  It may take a while but you wll be happy you did.

Copyright 2003 DFiore Enterprises

The article The Enemy: Words and How We Use Them was Submitted by Sue And Chuck DeFiore through Articles.GetACoder.com network. Here's the additional information:

Interested in having your own sccessful, home based creative real estate nvesting business? Chuck and Sue have ben helping folks start successful home bsed businesses for over 19 years, and we can hlp you too! To see how, vsit http://www.homebusinesssolutions.com for the latest FREE tips and tricks, educational products and coaching in creative real estate investing and home based businesses. No time to visit the site? Subscribe to our "how to" Home Business Solutions Digest, it's like having your own personal coach: mailto:subscribeHBS@homebusinesssolutions.com

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