Monday Morning Match is a simple post – maybe a quote, inspirational story or idea – intended to spark some motivation inside each of you so your week gets off to a fantastic start on Monday morning.
Sometimes you just don’t know what to say
When those moments happen, it can be awkward, frustrating, and even scary. Perhaps the words are in your head but you can’t get them to come out. It’s like a word search puzzle and everything you should say is there but finding them at the right moment is a challenge.
Sometimes you are afraid of saying the wrong thing
What if people laugh at you?
What if you offend someone?
What if you lose trust or credibility?
We always want to seem like we know what we’re talking about but sometimes saying, “I don’t know…but I can find out” might be a smart choice.
Sometimes you are afraid of saying too much
One of the biggest mistakes salespeople make is they talk too much. “Blah, blah, blah…and to conclude, blah, blah, blah some more.” (Or is it “yadda, yadda, yadda?) It’s might be nervousness that makes a salesperson talk too much but usually, it’s a lack of confidence or lack of knowledge in their product, service, or area of expertise. Filling every void with non-stop chatter is a sure-fire way to help a customer or client tune you out.
Use more question marks and fewer periods. The best salespeople are the best “question-askers” so find a way to fill your scripts and dialogues with more questions. The more questions you ask, the less talking you do…and if you’re a good listener, your questions will uncover the information you need to better serve your customers, satisfy their needs, and exceed their expectations.
Does that make sense?
(See what I did there?)
Sometimes it’s how you say it
Setting aside regional accents and dialects, how a statement or phrase is delivered makes all of the difference. The late Whitney Houston delivered arguably the greatest rendition of the Star-Spangled Banner before Super Bowl XXV in 1991. Just one year before, comedienne Roseanne Barr delivered one of the worst renditions of all time before a San Diego Padres game. Both ladies sang the exact same words yet totally different delivery made all the difference.
Body language, tone, facial expressions, and genuine enthusiasm can change everything.
Saying it like you mean it
The actress walks to the edge of the balcony and delivers her lines with passion and enthusiasm. “Romeo, Romeo. Wherefore art thou Romeo?”
The microphone drops into the ring from the rafters above the upcoming prizefight. Announcer Michael Buffer grabs it and lets out his patented “let’s get ready to rumble” as the pugilists await the bell to start the fight.
Everyone in the audience believes they are watching a love-struck young lady crying out her bespoken or knows they are about to witness a big Vegas prizefight. The scripts both match the environment and meet the audience’s expectations.
I never encourage people to memorize a script or dialogue, because when you say something you memorized, it’s going to sound like something you’re reciting from memory. Quick – say the first phone number you had as a kid. My guess is as you were reciting the (10) or 7 digits, you did it in a monotone voice.
“Six. One. Four. (Pause) Seven. Nine. Four. Three, Three, Six, Zero.”
Stop it. Quit memorizing the right things to say and start internalizing them. Make the words part of who you are. Add your personal pace, accent, and vibe. Make it sound like you.
The top performers in any industry know what to say…when to say it…and how to say it. Start filling the mental Rolodex with the lines, sayings, examples, and responses you know you’ll need to do whatever it is you do.
There are scripts and dialogues to be better at building relationships, solving problems, and having fun. When used properly, they will help you build relationships, solve problems, and have fun.
Know what I’m saying?
Cover image courtesy of Oleg Laptev