5 Forbidden Phrases To Absolutely Never Say In A Sales Pitch
Sometimes the most costly mistakes can happen in only four to six seconds upon meeting a mortgage resident or prospect. Here are 5 forbidden phrases that you do NOT want to use when talking to a customer.
FORBIDDEN PHRASE #1: “I don’t know”
There is no need to utter these words. If you don’t know, find out. Instead say, “Gee that’s a good question. Let me check and find out.”
FORBIDDEN PHRASE #2: “We can’t do that”
This one is guaranteed to get your customer’s blood boiling. Instead say, “Boy that’s a tough one. Let’s see what we can do.” Then find an alternative for them.
FORBIDDEN PHRASE #3: “You’ll have to”
Wrong! The only thing that a calling customer has to do is die and pay taxes. Instead say, “You’ll need to,” or “Here’s how we can help you with that,” or “The next time that happens, here is what you can do.”
FORBIDDEN PHRASE #4: “Hang on a second, I’ll be right back”
If you’ve ever said that to a caller, you’ve misrepresented yourself. Instead say, “It may take me two or three minutes to find out for you while you hold. Are you able to hold while I check?”
FORBIDDEN PHRASE #5: “No” at the beginning of a sentence
The word “no” is useless and conveyed total rejection when working with a customer. Most sentences are grammatically correct without the word. Instead say, “We are not able to refund you money, but we can replace the product at no cost to you.”
Mortgage Banker by trade, Nick Magiera epitomizes integrity, energy, hard work, and creative service in every detail of the real estate transaction. Nick is a family man with a devotion to God, his beautiful wife & his adorable Bernese Mountain Dog.