Anne M. Obarski

Article Summary:

A list of powerful words to use when dealing with customers.

Powerful Words To Use When Dealing With Customers

Statistics have shown that your first impression of someone is made up of the following:

  • 55% is non-verbal: how you look and your body language

  • 38% is the tone of your voice

  • 7% is verbal: the words you say

Words have a powerful impact on people.  Words are what make up that 7% of how we are evaluated when someone meets us for the first time.  I think we all know that it can take just one or two words to break our hearts or to make us feel like the most special person in the world.

Let's take a look at some special categories of words that, when used wisely in business, can help you develop a bond between you and your customer.

Royal Words: When Used Correctly, Make A Person Feel Special.

"May I"
Ask permission of your customer!  Make them feel special!

"As you Know"
These few words used in the beginning of a conversation implies that your customer may already  have knowledge about the product or service and that you are just reminding them about those points.

  "I'd appreciate it if...."
These words can be used in a conversation to ask the customer to do something that could be helpful such as, "I'd appreciate if the next time you stop in that you could let me know how your daughter liked her jewelry

"Please"
Ask your Mom if you don't know when to use this one!

"It would be my pleasure"
 Your customers listen to MMFS-AM or Make Me Feel Special About Me, so let them know that you want to go out of your way for them in a nice way.

"Thank you!"
Use this one with sincerity and not like a trained parrot.

Power Words: Words That Connect To Our Emotions
Power words help the customer to develop mental images of good feelings, suggest solutions to problems and help to create involvement.  Any of the following words could be easily added to your business vocabulary!

  • New
  • Easy
  • Free
  • Improved
  • Save
  • Convenient
  • Safe
  • Happy
  • Comfortable
  • Proven
  • Value
  • You
  • Love

Familiarize yourself with good advertisements and notice how often these words are used.  Try adding more "color" in your conversations with your customers by adding more power words and watch your sales increase.

Romance Words
Like icing on a cake!

  • Awesome
  • Becoming
  • Breathtaking
  • Brilliant
  • Captivating
  • Charming
  • Classic
  • Contemporary
  • Cool
  • Dazzling
  • Delicate
  • Elegant
  • Exceptional
  • Exciting
  • Exquisite
  • Extraordinary
  • Eye-catching
  • Fabulous
  • Gorgeous
  • Graceful
  • Handsome
  • Impressive
  • Lustrous
  • Magnificent
  • Memorable
  • One-of-a-kind
  • Prestigious
  • Radiant
  • Rare
  • Rich
  • Smashing
  • Stunning
  • Stylish
  • Tasteful
  • Timeless
  • Unique
  • Unusual
  • Vibrant

Romance words are typically used when selling luxury items like jewelry, expensive clothing or prestigious cars.  But I can see using some of those words when selling some of the most basic of products or services.

So what words will  be on your list to use at work?  Can you develop a fun way to challenge your employees to paint word pictures with their customers?

Anne M. Obarski is "The Eye on Performance!" As a professional speaker and trainer, Anne helps companies focus on the profit building service strategies that will keep their customers coming back. Anne presents nationwide keynotes, break-out sessions and customized training in the area of customer service. She has written "Surprising Secrets of Mystery Shoppers" and "Real World Customer Service Strategies That Work". For more information visit her website at www.merchandise concepts.com.

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