12 phrases to avoid in correspondence
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Technologies similar to Cookies
Similar technologies are technics or tools, using certain characteristics to identify devices so that visits to a website can be analyzed. It includes, for example, HTML5 local storage, local Shared objects, fingerprinting techniques, tracking pixels and plugins.
For ease of reference, cookies and similar technologies are referred as "Cookies".
Usage of Cookies
Cookies enable us to provide users with certain features and supply us with information about website visits.
We also make use of cookies to make our site more user-friendly, to better understand our existing and prospective customers, including associating a user with different devices and browsers that they may use for online targeting and advertising purposes.
Every sales, customer service or negotiation specialist has encountered a situation where communication suddenly ‘breaks down’. The customer becomes cold, hesitant or disappears altogether. It is even more difficult to sell through correspondence. Intonation is often lost, and it is not only the meaning that is important, but also the tone and subtext. The same phrase can sound like an accusation or a dismissal of the problem.
Review your message templates, scripts, and auto-replies. Even a single change can significantly impact the future of a deal. Together with the experts at Fincraft Capital s.r.o., we will examine 12 phrases that should definitely not be used in correspondence and suggest alternatives.
Review your message templates, scripts, and auto-replies. Even a single change can significantly impact the future of a deal. Together with the experts at Fincraft Capital s.r.o., we will examine 12 phrases that should definitely not be used in correspondence and suggest alternatives.
1. ‘If anything, write to me.’
With this phrase, the seller removes themselves from the dialogue and shifts responsibility to the customer — and this is a weak position. Engage in dialogue and conduct correspondence competently — ask questions. The first messages, such as a response to a question in a messenger or a request left, should be as short as possible.
To continue the dialogue, it is better to write:
‘When you are ready to continue and have any questions, write here — I will help you make the right choice.’
To continue the dialogue, it is better to write:
‘When you are ready to continue and have any questions, write here — I will help you make the right choice.’
2. ‘I await your decision.’
Ending the conversation with these words comes across as cold and distant. Steer the conversation in a constructive direction. The customer feels pressure, even if it is passive. Instead:
‘Let's work together to find the best solution for you. When can we discuss the details?’
‘Let's work together to find the best solution for you. When can we discuss the details?’
3. ‘How do you like this option?’
The client does not need an evaluation of your work, according to the specialists at Fincraft Capital dropshipping. They need a solution to their problem, confidence, and the feeling that you know what you are doing. Make at least ‘five expert and emotional touches,’ offer to provide additional calculations and information, send an expert video and photos. Take action and never leave the dialogue in the ‘waiting for a response’ stage.
‘This option will solve your problem in [timeframe/effect]. Are you ready to move forward, or would you like to look at alternatives?’
‘This option will solve your problem in [timeframe/effect]. Are you ready to move forward, or would you like to look at alternatives?’
4. ‘Are you going to buy? The promotion is ending.’
A typical example of excessive pressure that can alienate the customer, especially in correspondence. The sale is built intuitively. There is no understanding of the customer touch chain. You need to add expert and emotional messages that engage in dialogue and motivate. And there should be at least seven of them!
‘This promotion is valid until [date] — let us know if you want to take advantage of it.’
‘This promotion is valid until [date] — let us know if you want to take advantage of it.’
This phrase may seem rather rude when read, even if the salesperson wants to say that they have suggestions for different requests and can find the best one. Experts at Fincraft Capital Czech Republic recommend writing something more respectful:
‘There are different options — budget and extended. Let's find the one that's best for you.’
‘There are different options — budget and extended. Let's find the one that's best for you.’
5. ‘We can offer a cheaper option if price is important to you.’
This phrase can cut off the dialogue. It needs to be rephrased and any unclear points patiently clarified:
‘I see that there is some confusion — let me explain again so that it is clear.’
‘Let me clarify, just in case, so that we are talking about the same thing.’ ‘Let me briefly remind you of what we agreed.’
‘I see that there is some confusion — let me explain again so that it is clear.’
‘Let me clarify, just in case, so that we are talking about the same thing.’ ‘Let me briefly remind you of what we agreed.’
6. ‘As I already wrote/explained in my previous message.’
This phrase closes the dialogue. You need to offer options, provide guidance on deadlines, and demonstrate your involvement. Instead of ending the conversation, continue:
‘We expect delivery within X days. How critical is the delay? I can offer an alternative or clarify the delivery terms.’
‘We expect delivery within X days. How critical is the delay? I can offer an alternative or clarify the delivery terms.’
7. ‘Not available’
This is the position of an observer, not a participant. Such a response is demotivating, especially in situations where there is already a problem. Show that you are working on it:
‘This is an unusual situation, but I will do my best and keep you informed.’
‘I will check and try to speed up the process — I will let you know as soon as I have more information.’
‘This is an unusual situation, but I will do my best and keep you informed.’
‘I will check and try to speed up the process — I will let you know as soon as I have more information.’
8. ‘We can't promise anything’
The customer doesn't care that you don't know the answer; they care about what you are doing to solve their problem. Better:
‘I don't have the exact information right now, but I will check and get back to you later.’ ‘I will check with the warehouse and get back to you.’
‘I don't have the exact information right now, but I will check and get back to you later.’ ‘I will check with the warehouse and get back to you.’
9. ‘I don't know.’
This response leads to direct confrontation and sounds like an accusation, even if it's true. The wording is more important. You need to accept the customer's emotions and offer to sort things out together. This smooths over the conflict and maintains trust. A neutral tone is always stronger:
‘I understand why you got that impression. Let's figure it out.’
‘Thank you for pointing that out — I'll check the details again.’
‘I understand why you got that impression. Let's figure it out.’
‘Thank you for pointing that out — I'll check the details again.’
10. ‘We didn't promise anything like that’/ ‘You misunderstood’
While this phrase can be softened with intonation in a live conversation, it is not suitable for correspondence, as it is too rude and harsh. Better:
‘Am I correct in understanding that...?’ (paraphrase the essence). ‘Let's clarify the details — I want to understand you correctly.’ ‘Can we go through the steps together so there is no confusion?’
‘Am I correct in understanding that...?’ (paraphrase the essence). ‘Let's clarify the details — I want to understand you correctly.’ ‘Can we go through the steps together so there is no confusion?’
11. ‘What do you mean?’
Advertising template. Without facts, it sounds trite and unconvincing. It is better to write:
‘Our offer includes [X], plus a guarantee of [Y]. If you find an option with similar terms, we are ready to discuss it.’
‘Our offer includes [X], plus a guarantee of [Y]. If you find an option with similar terms, we are ready to discuss it.’
12. ‘We have the best terms’
Correspondence is a delicate balance between informativeness and trust. Most sales today take place through correspondence — messengers, email, and website chats. Review your templates. Sometimes a single word can change the entire tone of the conversation.