"It's the little things!" Seems so simple, but there is so much truth in that tiny statement. We all have mannerisms and habits in the way we interact with others, and we have also all found a way to offend someone without meaning to at all. Working in sales, paying attention to those "little things"; the small details about your demeanor and communication, can make a huge difference in how your client perceives you. Here are 5 things that can make you come across rude without even knowing it.
- Getting a Little Too Personal. Yes, it is important to get a little personal with your clients in order to discover what products will be best for them as well as build rapport. It's important to walk that fine line and stay on task- some people can become very offended if they feel like you are wanting to know more about them than you need to to sell them an insurance policy.
- Showing Up Unprepared
Not everyone has time to spend waiting on you to dig through your briefcase to find those applications, quotes, or product summaries. Make sure you are organized and have researched your portfolio so you can be nimble about having the right information and supplies to get your client situated.
- Speaking with an aggravated or monotonous tone
Everyone has bad days- and also "bad" clients. Be very mindful of how you sound when you speak, regardless of how you may be feeling. It doesn't really matter what words you are saying if they are being delivered with a tone that speaks volumes otherwise.
- Gestures & facial expressions
You may have to practice your poker face because your facial expressions can tell on you. Also, how you move or place your hands can be off-putting to others. Be mindful of keeping inviting and neutral body language when communicating with your clients.
- Carefully use the word "you"
Starting a sentence with the word "you" can come across accusatory, especially if the words following could be perceived as negative. Instead of saying "You told me you were not on this medication" you could say "I'm sorry, I thought I understood you to say you weren't taking this medication."