What makes a sales person extraordinary?

Is it the sales numbers? Size of the commission check? Number of clients? Awards with “Top” or “#1” lining the office walls?

An article in Inc.com, “10 Things Extraordinary People Say Every Day,” suggests that extraordinary people as a whole say some things that may appear quite ordinary but have an extraordinary effect.

Regardless of your job title, profession, vocation or avocation, most of us would like to be regarded as a little better than average. Outstanding, even. OK, Extraordinary! In Sales, it’s good to have an edge over the competition. Sales are all about building relationships and being a good conversationalist.

Sales people who use some of these phrases with sincerity in the proper setting may move up to the extraordinary category.

“Here’s What I’m Thinking.”

Coming off as the authority (even if you are) can put people off and make you appear like a know-it-all talking down to them. This phrase is best used only after you’ve spent some time listening to the other person’s ideas or needs. It’s an open phrase, suggesting—not telling—a course of action and asking for collaboration.

“Can You Help Me?”

This again puts you in a position of asking for input. It also establishes that you need information to help better understand a situation. People like to be treated as individuals, not just someone you’re trying to fit into a particular product or program. This also works well when asking for referrals. Instead of just asking for names, start by asking for help in meeting new people. If you’ve done a good job with a client, they will be more than happy to refer you to their contacts.

“I’m sorry.”

Sometimes salespeople are so anxious to close a sale they don’t take enough time to listen and empathize with a prospect. You can say you’re sorry for a lot of things even though you weren’t the cause. Take the time to let a prospect or client tell their story and express sorrow or regret. If you’ve made a mistake, lead off with an apology. Don’t make a client go through an extended version of a problem or situation where you clearly were wrong. Apologize and find out what the client feels is appropriate to heal the relationship and set things right.

“Let Me Give You A Hand.”

Sometimes you aren’t the right person or don’t have the right products. Chances are you know someone who can help that person. Even though you don’t make the sale, you are building good will. Just like Kris Kringle in the classic movie, Miracle on 34th Street, if Macy’s doesn’t have the item, send them to Gimbel’s. Making the customer happy is more important and will come back in good will and future sales.

“Nothing.”

Extraordinary people know when enough is enough. The more you press a customer, the more likely he is to back off. Too much of a sales pitch can make a prospective customer wonder whether something is as good you say it is. Pay attention, listen to the customer, and read body language. Lighten up on the pressure. Give the customer time to think it through. They may appreciate your restraint and come back for the sale after all.

With everyone so tuned into the present moment on various digital devices, there is a sense of urgency to do everything fast and immediately. Being extraordinary sometimes means doing the little polite, courteous things of the past. Slow down. Back off. Look people in the eye, and have a conversation, using some tried-and-true phrases that connect and respect. You may become extraordinary in the eyes of your prospects before you know it.

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Mary J. Nestor, The Courageous Communicator, is the author of Say It Now, Say It Right! Tips to Handle the Tough (and Tender) Conversations in Any Business and Life Situation (Motivational Press 2016). She transforms individuals into courageous communicators, resulting in dramatic growth, creativity, and enthusiastic collaboration at all levels of an organization. For more information, contact Mary at maryjnestor.com.