营销话术：最能抓住客户心理的10个词

你是否曾经想过这样一个问题：面对货架上琳琅满目的商品，为什么我们会买其中的某一种，而不去考虑的其他同类商品？很多时候我们并没有亲身用过要买的商品，那么我们是如何在所有选项中进行抉择的呢？

究竟是什么让你下定决心走进了一家新餐厅、买了一管新牙膏，或是下载了一个新软件？答案就是商家用来销售产品或服务时所使用的语言。

在你打算购买某种商品的时候，商家的销售语言实际上对你的购买决定产生了举足轻重的影响，只是你或许从没注意过。虽然决定你最终是否购买某种产品的因素有很多，不过有一个事实是颠朴不破的——有些销售语言就是能让产品卖得更好，不服都不行。

那么，现在我们就来看看顾客在买东西时最爱听到哪十个词。

1.免费

你或许觉得“免费”这个词很庸俗，而且已经被用滥了。然而事实并非如此，人们就是喜欢免费的东西，没有理由也没有原因。你可以随便赠送任何免费的东西，不管你的赠品有多小多便宜，都会吸引人们的注意。

Help Scout公司的格里高利·乔蒂引用了一份研究来证明上述论点：研究人员曾让参加试验的人群在两块巧克力之间进行选择，一块是售价0.15美元的瑞士莲（Lindt）公司的松露巧克力，另一块是好时（Hershey）出品的Kiss巧克力，只卖0.01美元。有73%的人选择了瑞士莲的松露巧克力。

然后，研究人员又让另一组被试者在两块巧克力间进行选择，一块是售价0.14美元的瑞士莲松露巧克力，另一块是免费的好时Kiss巧克力。这一次，69%的被试者都想要免费的好时Kiss。为什么？因为大家都喜欢免费的东西。

2.独家

人人都想成为最“in”的潮人。如果你能把自己的产品包装得很高端，只提供给少数高大上的消费者，人们就会更想买你的产品。当然，“独家”二字也可以换成别的词儿，比如仅限会员、仅限邀请、先到先得、内部供应等等……总之大家还是会想买。

３.易用

安逸的世外桃源是不存在的，生活是如此复杂，我们每个人又都有懒惰的一面。所以不管什么时候，只要我们听说某件东西用起来十分简单方便，我们的注意力就会被它所吸引。

我曾做过这样的调查：我们问消费者，他们在购买一款软件时最注重哪些因素，结果“易用性”永远都排在前三名里。所以做软件的不要过度拿功能来说事儿。功能多当然是好事，但前提是不能牺牲易用性。

4.限额

有便宜不占的感觉实在太难受了。比如说当地有一支名不见经传的小棒球队要打比赛，卖票的说前100名买票的观众能免费获赠一个摇头公仔。有了“100个”这个限额，这些摇头公仔突然变得非常吸引人了。不过你要这个摇头公仔有啥用呢？管他的，反正抢到就是占了便宜，而且如果不马上做决定就晚了。就这样，你拿着你的摇头公仔高高兴兴进了场。

5. Get

HubSpot网站上的一篇文章指出，《大英百科全书》曾经做过这样一个试验，他们将一个疑问句的标题换成了一个由单词“get”（意为“拿、取”）打头的标题，结果这个网页的网购转化率整整翻了一番。

我对这一现象尚不能给出一个科学的解释，我觉得这或许是因为“get”是一个表示行动的词，它在心理上给了读者一种掌控感，从而激起了他们的行动欲。另外“get”伴随的一般都是好事。比如“6周get一个平坦的小腹”、“7天get一万个生词”，以及微博上前一阵子很是火爆的流行语“新技能get√”等。

除了get之外，其它有类似效力的动词还包括claim（认领）、start（开始）、try（尝试）、grab（抓住）和give（给）等等。

6.保证

当今世界骗子这么多，顾客对真实性的担心也是很正常的。如果商家使用了正确的话术，就可以使顾客坚定购买的信心。

你可能在各种地方都见过这种套路——因为它的确管用。不过问题在于你的保证要说到做到。如果你的产品没有三包政策，退货也不是无条件的，或者产品的效果并没有经过验证，就千万别信口胡说。否则它虽然短期可能会为你拉来一些顾客，但长期你必将自食苦果。不过如果你目前还没有向顾客提供某种保证的话，也许现在是时候这样做了。

其他能用的词还包括验证、效果、免费、无风险、无繁琐和安全等等。

7.你

当你在撰写销售文案或任何说服性的文字时，记得要使用第一人称。它会下意识地让读者或听众的注意力更加集中，而且会让他们觉得很特别。

使用“你”这个字会使你的文字富有对话感，同时也会让人觉得你的语调很友好，从而使你可以与对方真正建立联系。

8.因为

这一条很有意思。格里高利·乔蒂引用了罗伯特·卡尔蒂尼在《影响力》（Influence）一书中的研究。该研究设置了几个非常有趣的情境，其中一个情境是人们都在复印机前排队，看使用哪种话术时插队成功机率最高。

“不好意思，我要5页纸要复印，我能用一下这台施乐复印机吗？”——有60%的人允许说话者插队。

“我有5页纸要复印。我能用一下复印机吗？因为我有急事。”——94%的人会允许说话者插队。

“不好意思，我有5页纸要复印。我能用一下这台复印机吗？因为我必须要复印。”——有93%的人同意说话者插队。

请注意，说话者仅仅是说了一个“因为”，后面跟了一个理由，结果几乎人人都同意他排在自己前面。而说话者给出的这两个理由甚至都不是什么合理的理由。什么叫“因为我必须要复印？”大家之所以在这里排队，就是因为必须要复印，否则排哪门子队呢？

这个例子告诉我们，人类的大脑是喜欢听解释的，我们需要知道某件事情是为了什么。我什么需要这个功能呢？因为它能帮我……

不管你是卖产品、卖功能，还是你希望人们采取什么行为，总之，你要把它们和一个理由绑定在一块儿，这样人们就会更积极地采取行动。

9.最佳

这两句话哪句听起来更舒服？“如何换轮胎？”还是“换轮胎的最佳方式”？

这个道理非常好懂。想想你有多少次在谷歌上搜索什么东西，但一直没有搜到自己想找的，于是你又在搜索框里添加了“最佳”两个字——好吧，或许只有我自己才这么做，但我觉得自己并非唯一这样干的人。

在人们眼中，“最佳”似乎是个神圣的词，只能被授予真正优秀的东西，所以任何被打上“最佳”标签的东西应该都是可以信任的——我们知道，这其实并不是真相，但我们会觉得，如果有某样东西被称为“最佳”，那么肯定是有过某种对比的，而这样东西最终是在对比中胜出了的。

不过要记住，不要自欺欺人。如果你并非是真的最佳，那么除非你用枪顶着人民群众的脑门儿，否则他们绝不会承认你是最佳。因此你还不如真正地把事情做到最佳，而不要在没有外界认证的情况下自己给自己随便贴个“最佳”的标签。

10.比较

当今世界，社交媒体、博客和评价网站如此发达，几乎人人在购买某样商品前都会比较一番。比如：

买车是买福特还是买雪佛兰，尿不湿是买帮宝适还是哈吉斯，卫生纸是买Charmin还是Cottonelle，做营销是找Hubspot还是Marketo。

我们总是想知道要买的产品里哪几个牌子是最好的，然后再把它们放到一块细细对比。你可以利用人的这一心理特点，让你的顾客拿着你的产品跟竞品比比质量、易用性和价格。你甚至可以自己与竞争对手的产品进行比较，从而替顾客省去麻烦。

如果你将你的产品和竞争对手的产品的差异公开展示给顾客，那么他们就省去了自行比较的麻烦，他们也会为此心存感激。（财富中文网）

译者：朴成奎

Have you ever stopped to wonder why you buy some products and leave others sitting on the shelf? How do we decide between all the options we have every single day, when the majority of the time we have little to no first-hand experience with the products we’re deciding between?

What makes you finally decide to try a new restaurant, use a new toothpaste or switch to a new piece of software? The answer lies largely in the types of words used to sell the product or service.

Maybe you’ve never realized it, but words play a huge role in helping our brains decide which products to buy. There are tons of variables, but one thing has been proven time and time again — certain words sell better. They just do.

So here you go, here are 10 words customers love to hear when making a decision:

1.Free.

If you think “free” is sleazy and overused, think again. People love free, plain and simple. You can give practically anything away for free, no matter how small, and you’ll grab people’s attention.

Gregory Ciotti of Help Scout points this out using a study where the researchers asked people to choose between a Lindt truffle for $0.15 — which is a heck of a deal — or a Hershey Kiss  for $0.01. An amazing 73 percent chose the Lindt truffle.

Then they asked another group to choose between a Lindt truffle for $0.14 — again, a heck of a deal) — or a Hershey Kiss for free. This time, 69 percent wanted the Hershey Kiss. Why? Because everyone loves free stuff.

2.Exclusive.

Everyone want to be in the “in” crowd. When you make your product exclusive — only available to a select group — you make people want it even more. You can exchange the word exclusive with other words or phrases — members only, invitation only, first, insider — everyone will still want in.

3.Easy.

As sad as it is, Mayberry doesn’t exist anymore, at least in most parts of the world. Life is complicated, and we also might be just a smidgen on the lazy side. So anytime we hear that something is simple or easy to do, we’re drawn to it.

I’ve helped conduct surveys where customers were asked what their top purchase factors were in buying a piece of software, and “easy-to-use” was in the top three. When in doubt, don’t flex the complexity muscle. Features are good, but not when they sacrifice simplicity.

4.Limited.

Oh, how we hate missing out. It can be as simple as bobble heads at a local minor league baseball game, and if they say the first 100 people get one free, suddenly those bobble heads are more appealing. I mean, what are you even going to do with a bobble head? Who cares. It’s a great deal, and you have to make a decision now before it’s too late, so you’re in.

5.Get.

HubSpot cites a test conducted by Encyclopedia Brittanica where they replaced a headline that was a question with a headline that started with the word “get.” Conversions doubled.

I don’t have a research-backed explanation for this, but I would say it’s because get is an action word that psychologically puts the reader in charge and prepares them for action. Get is also typically followed by a benefit. Get a flat stomach in six weeks. Get better grades with less studying. Get the freshest, cleanest haircut in town. You get the picture.

You can also use other verbs like claim, start, try, grab or give.

6.Guaranteed.

With so much fraud in the world today, authenticity is a legitimate concern your customers have. Using the right words can give them the reassurance they need to pull the trigger.

You’ve likely seen this everywhere — because it works. The key, though, is to actually be able to back up your guarantee. If your product doesn’t have a guarantee, returns aren’t hassle-free, or your results aren’t proven, don’t say it. It may work in the short-term, but it’ll bite you down the road. That said, if you don’t offer a guarantee, maybe it’s time to do so.

Other words you can use to provide assurance are proven, results, no obligation, risk-free, hassle-free and secure.

7.You.

When you’re writing sales copy, or anything intended to persuade, use first-person language. It makes the reader’s, or listener’s, ears perk up a bit. And — on an unconscious level — it makes them feel special.

Using “you” makes your writing conversational, and it brings your voice down to a friendly level where you can actually make a connection.

8.Because.

This one’s interesting. Gregory Ciotti cites studies in the book Influence by Robert Cialdini by using interesting scenarios. One that sticks out is where different phrases were tested to see which one would make people most inclined to allow someone to break in line at the copy machine.

“Excuse me, I have 5 pages. May I use the Xeroxmachine?” — 60 percent allowed the person to cut in line.

“I have 5 pages. May I use the Xerox machine, because I am in a rush?” — 94 percent allowed the person to cut in line.

“Excuse me, I have 5 pages. May I use the Xerox machine because I have to make copies?” — 93 percentallowed the person to cut in line.

Notice that by simply hearing a “because,” followed by a reason, nearly everyone decided the person could get in front of them in line. The reasons given weren’t even legitimate reasons. Because I have to make copies? Everyone in line had to make copies — that’s why they were there.

The thing to remember is that human brains love explanations. We need to know why. Why do I need that feature? Because it will help me get ____.

Tie your product, features and the actions you want people to take in with a reason, and people will be more compelled to take action.

9.Best.

Which sounds better? “How to Change a Flat Tire” or“The Best Way the Change a Flat Tire.”

It’s a no-brainer, really. Think about how many times you’ve Googled something, only to get frustrated during the search, so you go back and add the word “best” in front of your search. Maybe it’s just me, but I have a feeling I’m not the only one.

It’s as if “best” is a sacred word that’s only awarded to the truly great, so you can count on anything labeled as the best. We all know that’s not true, but to call something the best implies that at some point there was a comparison, and this one came out on top.

But please, don’t be deceptive with this. If you’re not truly the best, or you can’t get people to call you the best without coercion, keep working to actually be the best at what you do. Don’t just slap that label on yourself without validation.

10.Compare.

With social media and as many review sites and blogs as there are today, practically everyone makes comparisons before making a decision.

Ford   vs. Chevrolet

Pampers vs. Huggies

Charmin vs. Cottonelle

Hubspot vs. Marketo

We want to know who the top players are, and then we want to see them side-by-side. Use that to your advantage by telling your readers to compare your quality, ease of use, price, etc., to your competitor’s. Even better, make it easy on them by doing the comparison yourself.

When you openly show them the difference between your product and your competitors, you take that work off of them, and they’ll be grateful for that.