Words Count
How quickly you capture a customer’s attention depends on how carefully you choose your words, according to Maura Schreier-Fleming, author of Real-World Selling for Out-of-this-World Results (First Books Library, 2002).
"If a customer has a concern, our job as salespeople is to listen, to acknowledge and to hear that concern. Using the word *but* negates everything you’ve said before it," warns Schreier-Fleming. "What your customer hears is the disagreement that precedes an argument."