Words demonstrate your respect for your job. So talk like it matters.

I walk into a women’s clothing store and ask the sales woman if she has a red turtleneck sweater in a size 8. She responds in one of the following ways:

1. Everything left is on that table over there. Look for yourself.

2. You should have come in two weeks ago; they’re almost all gone now.

3. All we got is this one left over, but I think it’s a large.

4. I dunno, probably not. We really got picked over.

5. This is all we got but it’s probably not what you’re looking for.

6. Yes! We have some turtlenecks here; Let’s check for something in red; We do have a size 8 but it’s a lovely jade color; I think it would look great on you; I believe our Walnut Creek store has some, let me call and check the size; Our fall sweaters are on the way; Can I call you when they come in?

ALL OF THE RESPONSES ABOVE WOULD HAVE BEEN ACCURATE AND HONEST STATEMENTS OF FACT.
The salesperson has a choice as to how to represent the merchandise and the store. Look at the wide range evident in the examples above. Notice especially that you will be communicating your respect for the garment and your own role by how you select your response.

Let’s ask some questions

Questions to the:

• Customer: which of the responses above would you prefer to get? Would it influence how fast you exit the store? Or return?

• Retail owner: how do you want your clerks to handle the sales relationship? How does the clerk show respect for your merchandise and enthusiasm to help the customer? Is this important to you?

• Clerk: (responses 1-5) Where did you get the idea that dismissive language, slacker attitude and lack of customer service is worth even the minimum wage? On the other hand, (responses 6) if you tend to respond with the accommodating, “yes!”, do you work at Nordstrom? Thought so.

It matters how you talk; how you select your words demonstrates your respect for your job. So talk like it matters.

If you want to learn more about how Dr. Fleming can help you improve your communication skills, please call her at telephone 415.391.9179 or send her an email at [email protected]

Carol Fleming, Ph.D., is the author of “It’s the Way You Say It”! Becoming Articulate, Well-spoken and Clear. A comprehensive guide to vocal development and improvement of communication skills. To get your own copy, go to http://amzn.to/ItsTheWayYouSayIt