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Schnurman's sales success: Play to your strengths

National Mortgage Professional
Aug 29, 2007

Ask The Telephone DoctorNancy Friedman, The Telephone Doctoreffective words, ineffective words, customer service Exclusive to The Mortgage Press Our question of the month is ... Dear Nancy: Are there certain words that sound more effective than others? I seem to lose control of the conversation and I'm wondering if it's due to the lack of use of certain words. Thanks, -Sam Schecter, Southern Mortgage Miami, Fla. Hi Sam! To answer to your question, yes, there are definitely effective and ineffective words when engaging in conversation. Sadly, many salespeople too often use ineffective words without knowing what they are. At Telephone Doctor Customer Service Training, we call them "weak, wimpy words," or as we refer to them, "WWWs." If you've ever told anyone, "I'm just calling to see how the loan is coming along," or, "I think you'll be pleased with the new information I have," you are using weak, wimpy words. "Just" and "think" are only two of the WWWs. Read the sentence without those words and notice how much stronger it becomes. There are many other WWWs, and you'll start to recognize them now that you're aware of them. Another WWW area is to tell someone, "Well, to tell you the truth," or even, "Can I be honest with you?" I always say, "No, please lie to me!" These are sentences that never need to be stated! Strengthen your calls and your message, and eliminate the WWWs! Thanks for writing. Please submit your questions for Nancy Friedman, The Telephone Doctor, to If your question is selected as a question of the month, you will receive a free copy of The Telephone Doctor's book, "50 Little Tips That Make a Big Difference." Nancy Friedman, "The Telephone Doctor," has spoken at the past three National Association of Mortgage Brokers Annual Conventions and is president of Telephone Doctor Customer Service Training in St. Louis, Mo. Nancy is a frequent speaker at meetings and conferences worldwide. She may be reached at (314) 291-1012.
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