Many companies are competing to negotiate and one misstep can bring the company down. Here are some basic things to keep in mind, including what not to say to customers no matter how well you think you know them.
1. Can I drive you in my new Bentley? Surely with a comment like this you hope that your clients think that you are the best at what you do. However, such "smug" comments will only make them believe that you are arrogant, expensive, and that they should pay for your extravagances.
Also, showing off your possessions can generate jealousy. If the customer doesn't drive a fancy car, he or she doesn't want to know if you do. The client may imagine that the reason you have such a car is because you overcharge for your services.
2. Your current vendor or vendor is terrible. Never speak ill of competition no matter what you know or think of them. You will never do well.
3. You don't want that. You want this better. Always give your customers what they want. No matter what they say, people generally think that what they want is okay.
Saying they are wrong can offend them and make them prefer the competition. You can always come up with an additional option to consider, but do so subtly. Ultimately it is the customer's choice and you can live with the consequences if they can.
4. Did I ever tell you about my crazy weekend in Las Vegas? There is a difference between socializing and sharing too much information. Your client will surely laugh at your story, but will also question your discretion and professionalism. Even if you have a friendly relationship with the consumer, don't make the conversation get so personal too soon. It's okay to ask her about her family or vacation, but don't get too involved.
5. I heard that your co-worker is getting divorced. Don't gossip. This shows a lack of discretion and if you speak that way in front of another person, a client may assume that you speak that way about him or her as well. If you want to discuss people you both know, find something positive what to say. You will meet a cheerful, friendly and professional consumer who wants to be around.
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