Say What? Pay A Buck!©For four years, I served as a vice president for a Dallas based marketing and advertising firm. One of my responsibilities was to teach monthly sales training classes with up to 50 students at a time. Our product was very, very expensive, and by no means an easy sale. The clients were very particular, as they were owners of large companies accustomed to doing business with salespeople with a highly skilled level of communication.
During our monthly training sessions, one skill that was taught, practiced and encouraged was
ability to more effectively communicate by using proper vocabulary. Words were eliminated that created a negative connotation in subconscious, as well as foul language and words considered vulgar. “Think before you speak”. “Increase your connection with your client by speaking properly.” “Listen, ponder, and then respond.” They were taught not to adhere to old school thinking of “mirror what your client does,” that “if client uses vulgar language, you should too.” Our findings were polar opposite of this theory: if salesperson took great care in their use of language and exercised a professional vocabulary, client responded favorably. Most felt their salesperson would take great care of their account, which naturally resulted in more sales.
Many of students asked what constituted improper language. I would usually reply, “if you have to repent about it, don’t use it,” or “what would your parents say to you about that word?” or, “how would you feel about your child repeating it?” These discussions usually came up in role-playing situations. In many cases that would settle it, yet I knew that these examples were just part of bringing students to a higher awareness.
I knew there had to be a better way to increase awareness and make superior vocabulary a habit. After a lot of thought and attempting various exercises, I began “Say What? Pay A Buck! program.
It’s very simple. At beginning of each training, I would detail highlights of program. “No vulgar or foul language is allowed, no negative connotations, or negative words.” If guideline was violated and a student was caught by a classmate, student would Pay a buck! Each training participant was given two choices:
1.If they didn’t want to participate, they must state intention up front and be excluded, no harm no foul. 2.The “fine” (bucks) collected would be paid out in one of two ways: class could reward each other for superior vocabulary during training or, at end of week, fines would be donated to a charity.
The results were interesting: I never had anyone decline to be part of Say What? Pay A Buck! program, and about 90% of all training classes would donate fines to a charity.
The program then expanded into a “situational awareness” campaign, which placed emphasis on certain situations that would arise during training. In turn, guidelines of Say What? Pay A Buck! program produced some significant skills resulting in each class graduating with a higher purpose and confidence level.
So out comes “Buck Bucket,” which is a large one-gallon glass jar with a handle and lid, deposited in middle of training room (a constant reminder during weeklong training). In case you were wondering, “best” class using this system paid nearly $75.00 -- in one week!
Now that basic idea has been explained, here are specific guidelines for Say What? Pay A Buck! Program:
Words subject to a Buck: Any vulgar words ”Yeah” ”Yeah but” ”But” ”Whatever” “Problem” ”Try” ”Possibly” ”Maybe” ”I dunno” ”If” ”Hey” ”Hey you” ”Can't” ”I'm busy” ”Um” Add your own
Situations subject to a Buck: Complaining Negativity Bad attitude Justifying Laying blame Arriving late for training Being late from a break Not following specific instructions and/or guidelines Add your own
Words subject to a Reward: ”Appreciate” ”Respect” ”Agree” ”Okay” ”Recommend” ”Because” ”Yes” ”And” ”Challenge” ”Congratulations” Add your own
Situations subject to a Reward: Makes requests instead of complaining Gets it Great presentation skills Great communications skills Displays extraordinary listening skills Sets good examples Accepts responsibility Going out of way to help others Displays out-of-the-box thinking Has written goals (and proves it) Admits mistakes Add your own
Here are some examples of how program would work:
#1. In communicating with a potential client during a role playing situation, salesperson continually used word “but.” Pay a buck! for word “but,” yet what do we replace it with? Usually words “and” or “yet” would certainly suffice as a replacement for “but.”
