In a recent Tip of the Month (January 2007, The Worst Question), we talked about how subtle word choices can make a huge difference in our communication and how we are perceived. An example we shared was the difference between these two questions:


What are your problems?
What are some of the issues you are facing?


Many people don't mind having issues, but may not want to talk about their problems - even if they are the same thing. This subtle difference can make a big impact on how we are perceived and how willing people are to open up to us.

Here's another example. When we are making an IMPAX presentation and confirming what we have learned about the customer's business, we have to have a humble tone. Here are two different statements that could mean the same thing, but might send two very different messages:


These are your top priority objectives... (informing, arrogant tone)
These seem to be a few of your important objectives... (confirming, humble tone)


A third example: when we are doing a research meeting, we are trying to build momentum and follow the "95-5 Rule". Consider the difference between these two questions:


Could you tell me more about that initiative?
Tell me more...


The first question could be good in the right situation, but it is a closed ended question that could fall flat. The second question isn't actually a question at all, but a statement designed to keep a line of discussion going. Either option could be good in the right situation, and bad in the wrong one.

A final example: Here's a question we featured in the January TOM, "What do you do here at Ace Co.?" What is this question looking for, the products the company provides or the role of the person being asked the question? This is confusing, and won't help us make a great impression.

In sales, as in life, the little things mean a lot. Picking the right words can really make a big difference in our sales activities and results.