You can take the words ‘lets eat grandma’ in two ways depending on where you put the comma. One way “Let’s eat grandma’ sounds like you are actually going to consume grandma however if you write “Let’s eat, grandma” it sounds like you are inviting her for dinner.
Our tools are our words, so getting the right words in the right order is very helpful in articulating exactly what we want to get across, especially in a selling situation. When you’re in a selling situation with a client or a recruit for your branch getting him/her to understand you and what you’re trying to do can vary according to the words you use.
We want to use High Impact words that generate a different response than other words. The order we put the words in can also have an impact. And lastly, consistency in our presentation will prevent any misunderstandings. Supernova has scripts (see members/downloads) advisors can practice for what they are doing, especially when they are going to repeat it.
One especially helpful application of this is in batch processing your monthly client topics. If you are going to, for example, present the idea and educate 100 clients on the benefits of long term care this month we want to make sure we’ve scripted what we will say and we know the best words to use to have the highest impact.
As a branch, sales or complex manager you can leverage the monthly subject by holding an event for your advisors You can schedule your internal or external long term care specialist and have them help your advisors write a script on what to say. That may sound ‘repetitive’ but in reality, they will have high impact words and different ways to look at long term care in today’s marketplace because that is what they do for a living.
Another example of using correct language is the Service Standard. Supernova is very specific on how to describe exactly what your service includes. “Our clients get monthly contact with 4 reviews a year and 2 of those reviews are in person. We deliver multi generational planning in the form of a financial plan and we have a rapid response team. What we have set as a standard is one hour response, 24 hour resolution. If we’re unable to resolve the issues within 24 hours we will give you a clear picture of where we are and when there will be a solution.
When we sell we want to use features and benefits, compare and contrast. Just those 2 phrases might help. We’re in the business of service and rehearsing scripts before we present them will make us better at our jobs and better at giving our clients (whether they be advisor recruits or clients) a more consistent delivery like the Ritz Carlton experience.