| I come from a long line of communicators, | | | | positive terms and combinations:What we'll do |
| salespeople, entrepreneurs, and even one | | | | is...What we do...What we're doing...I'm sure |
| telegraph operator.All of them took language | | | | you'll find...Definitely...Certainly...This |
| very seriously, and if you look at how they | | | | will just take a second...I'm a strong |
| did in their careers, it worked out pretty | | | | believer in the "Try it, you'll like it!" |
| well for them.With this legacy in mind, | | | | approach to selling, and so I encourage you |
| please pardon me if I also show sensitivity | | | | to put these improved words to use, every |
| to the impact of language. It's in my genes!I | | | | day, in your presentations.And then tell me |
| suppose, if you want to be a word-nerd, it | | | | how you do, okay?Dr. Gary S. Goodman © |
| doesn't hurt having a Ph.D. from the | | | | 2006Dr. Gary S. Goodman, President of |
| Annenberg School For Communication, at USC. | | | | Customersatisfaction.com, is a popular |
| (Occasionally, it can even get you some | | | | keynote speaker, management consultant, and |
| football tickets!)Anyway, I've had such great | | | | seminar leader and the best-selling author of |
| responses to my articles about wimpy versus | | | | 12 books, including Reach Out & Sell |
| winning sales language that I thought I'd | | | | Someone(R) and Monitoring, Measuring & |
| treat you to more examples of sales words to | | | | Managing Customer Service. A frequent guest |
| use and to avoid.Typically, it is good sense | | | | on radio and television, worldwide, Gary's |
| to avoid using these weak-at-the-knees, | | | | programs are offered by UCLA Extension and by |
| trembling, weasel words and phrases:I'd like | | | | numerous universities, trade associations, |
| to...Perhaps...Possibly...Maybe...Do you have | | | | and other organizations in the United States |
| a minute to talk?I'm not interrupting | | | | and abroad. Gary is headquartered in |
| anything, am I?Substitute the following | | | | Glendale, California. |