{"id":2772,"date":"2017-11-03T16:17:00","date_gmt":"2023-10-18T16:17:11","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=2772"},"modified":"2024-01-12T16:44:03","modified_gmt":"2024-01-12T16:44:03","slug":"replace-outdated-selling-terminology","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ca\/blog\/replace-outdated-selling-terminology\/","title":{"rendered":"Replace Outdated Selling Terminology With These Three Friendlier Alternatives"},"content":{"rendered":"\n

Most customers will never hear how a company\u2019s sales team discusses the process of winning them over, but if they did, a lot of deals might become much tougher to close.<\/p>\n\n\n\n

To be fair, some of the terminology sales teams use is so old most reps barely give it a second thought. Take the word \u201ctarget\u201d as an example. It\u2019s how most firms describe the group of people they believe will be most likely to buy their products and services. You could argue, though, that as soon as you start talking about a target, you stop talking about people — even though connecting with and convincing a person to make a purchase is a lot more complicated than trying to shoot an arrow into the bull\u2019s eye of a target.<\/p>\n\n\n\n

Technology like customer relationship management (CRM) was intended to help inject a little more humanity back into the sales process by collecting more information about each individual with whom a rep might have a conversation. Along with using Sales Cloud<\/a>, though, it might be a good idea to reconsider some of the other catchphrases that go along with the sales process and see if they could be humanized, too. Remember, how you speak reflects how you think:<\/p>\n\n\n\n

The phrase: \u2018Smile and dial\u2019<\/h3>\n\n\n\n

What it means: Following up on a sales lead inevitably leads to reaching out to a complete stranger, otherwise known as cold calling. The idea behind \u201csmile and dial\u201d is to bulldoze past any awkwardness this process may create and just be as cheerful as possible towards the potential customer. It\u2019s almost like the sales equivalent of \u201cfake it \u2019til you make it.\u201d<\/p>\n\n\n\n

A friendlier alternative: Instead of \u201csmile and dial,\u201d think \u201cconnect and respect.\u201d In other words, reps who use CRM will get a better sense of how a potential customer wishes to be contacted. This could still be a phone call, but it could also be an e-mail or even social media. There are many different ways to connect that don\u2019t involve dialing. When you use the right one, you\u2019re showing respect — the same respect that\u2019s reflected in the solid information you bring to that conversation. That\u2019s a lot better than pretending to be more cheerful than you really feel.<\/p>\n\n\n\n

The phrase: \u201cPounce and pitch\u201d<\/h3>\n\n\n\n

What it means: Imagine the following scenario: You see a good example of the kind of person who might want your product on LinkedIn. You \u201cpounce\u201d and send a connection request. They accept! Then you immediately pitch them or at least try to secure a meeting with them while you have their attention.<\/p>\n\n\n\n

There may be occasions when this kind of tactic works. There is also the likelihood, however, that your new contact on LinkedIn (or whatever method you use) will be put off. Think about it in a face-to-face context. If someone were to introduce themselves to you at a cocktail party and immediately gave you the hard sell, how would it feel? The pounce and pitch is not a good way to pursue social selling, because it\u2019s not really being sociable.<\/p>\n\n\n\n

A friendlier alternative: Try \u201cnurture and nudge.\u201d Remembering that the \u201cr\u201d in CRM stands for \u201crelationship,\u201d you\u2019ll recognize that a good relationship has to be nurtured over time. This involves being attentive to the other person\u2019s needs, building trust and respecting boundaries. When the relationship is in the good place, a potential customer may be more than willing to hear a solid pitch. If the rep uses CRM to deeply understand the person\u2019s needs, they will be alert when something happens in their company or industry that could trigger interest in a purchase. That\u2019s when you (gently) nudge them.<\/p>\n\n\n\n

The phrase: \u201cFarm And hunt\u2019<\/h3>\n\n\n\n

What it means: These are actually two terms, both used to describe the different styles some sales pros use as they attempt to build their client roster. The \u201chunter\u201d is the rep that goes for quantity in their pipeline, gathering as many leads as they can and then closing them as quickly as possible. \u201cFarmers\u201d on the other hand, are the reps who look to grow the level of business they can get within each of their accounts.<\/p>\n\n\n\n

There are good and bad aspects to each of these personas (which are, of course, stereotypes). Those with the hunting mentality tend to show a lot of initiative and are really productive. Farmers may not rack up the same numbers, but their customers may prove more loyal because of the time that\u2019s been spent on them.<\/p>\n\n\n\n

A friendlier alternative: Rather than choose between hunting and farming, what about \u201cgather and grow?\u201d CRM lets reps take all the initiative they would have as \u201chunters\u201d but channel it into gathering more useful information that lets them get to know more about a potential buyer really quickly. Then, like the \u201cfarmer,\u201d they can continue to grow their business by taking what they learn from each purchase and continue the \u201cgathering\u201d process.<\/p>\n\n\n\n

Final Thoughts<\/h3>\n\n\n\n

Terms like \u201cpounce and pitch\u201d or \u201csmile and dial\u201d might not be whaat reps say every day, but they probably come up in training discussions. That\u2019s why taking a little more care with language is so important. As new reps develop their skills, they\u2019ll always do better to talk about interacting with customers in ways that make them treat them as human and unique.<\/p>\n\n\n\n

On the other hand, \u201cconnect and respect,\u201d \u201cnurture and nudge\u201d or \u201cgather and grow\u201d might evoke a company\u2019s mission statement or the kind of values it wants to uphold. They could be ways to evaluate the performance of the sales team, or open up a dialogue with a particular rep who needs coaching in one of these areas.<\/p>\n\n\n\n

Customers don\u2019t want to be farmed, hunted, or greeted with fake \u201csmiles\u201d over the phone. They want to feel genuine interest and appreciation for the things they\u2019re going through every day. If you say what you mean, and mean what you say, you\u2019re not only going to close more deals with Sales Cloud<\/a>, but create relationships that are invaluable to yourself and your company.<\/p>\n\n\n\n

<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Customers don\u2019t want to be farmed, hunted, or greeted with fake \u201csmiles\u201d over the phone. They want to feel genuine interest and appreciation for the things they\u2019re going through every day.<\/p>\n","protected":false},"author":1,"featured_media":2774,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[4],"sf_content_type":[],"coauthors":[2],"class_list":["post-2772","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-sales"],"yoast_head":"\nReplace Outdated Selling Terminology With These Three Friendlier Alternatives - Salesforce<\/title>\n<meta name=\"description\" content=\"Customers don\u2019t want to be farmed, hunted, or greeted with fake \u201csmiles\u201d over the phone. 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