The principle. Filler words ("um," "uh," "like," "you know," "basically," "literally") leak. Each one drops your perceived expertise a notch.
Why we use them. They buy us thinking time without surrendering the floor. The fix isn't to think faster — it's to be comfortable with silence.
The three-step fix.
- Notice. Record one sales conversation. Count fillers.
- Substitute silence. When you feel an "um" coming, close your mouth and pause for 1 second. Then continue.
- Slow your pace. Most fillers happen because the brain falls behind the mouth. Slowing the mouth lets the brain catch up.
The one filler that's okay. A deliberate "Hmm…" before answering a tough question reads as thoughtful. Use sparingly.
Key takeaway. Replacing fillers with silence is the fastest authority upgrade in sales.