We often discredit the power of words when communicating but the words you choose make all the difference.

For example, you may know that you need to get the phone number of a customer who's calling the dealership. From the customer's perspective, which would you be more receptive to?

  1. "Hey can I get your phone number?" OR
  2. "...and are you calling from your home or cell phone?"

I think we can all agree that the second example is going to get you higher results when obtaining contact information from a customer.

Pay close attention to the word track you choose and more importantly, what impact they have on future sales.