Key Takeaway
- Filler words are meaningless words or phrases used to fill pauses while thinking
- They damage sales credibility and distract prospects from your key message
- Common examples include "um," "like," "you know," and "okay"
- Effective elimination techniques include recording calls, using intentional pauses, and practicing with accountability partners
We’re all guilty of using filler words but that’s no excuse. In personal situations they can make you come across as lacking in vocabulary. In professional situations they can make you appear incompetent, untrustworthy and unimaginative.
You don’t want to come across as less credible, so we’ve put together this guide on what filler words are and how to avoid using them. Implement the lessons in this guide and your sales conversion scripts will be significantly improved.
What Are Filler Words in Sales and How Can You Avoid Them?
There are many, many forms of filler words but they all have one thing in common. Filler words are short and meaningless words or phrases used to fill pauses in sentences while we decide what to say next. They are used exceptionally frequently and in a variety of situations.
The words might not mean much yet they do perform a basic function. Filler words let you take a second and think about what you’re saying, how you’re saying it, and what you want to say next. They also let others know that you’re not quite finished speaking yet, even if you’ve paused for a moment.
We frequently use filler words when we’re nervous or tired because in such situations our words have a habit of running away from us. We shouldn’t feel bad about this as it’s perfectly normal. Even the most loquacious amongst us, including celebrities and writers, are guilty of using filler words in their everyday speech.
However, it’s still a bad habit which as a sales professional you need to quit. Fillers words can damage your credibility if overused. Before you think you’re certain that you don’t use filler words in your sales conversations and scripts, think again. Filler words go beyond just ummm and like there are far more out there than you might realise.
The Psychology Behind Filler Words in Sales
Understanding why we use filler words is crucial for eliminating them. From a cognitive perspective, filler words occur when there’s a mismatch between our brain’s processing speed and our mouth’s delivery speed. During sales conversations, several psychological factors contribute to increased filler word usage:
- Cognitive overload: Processing complex information while simultaneously formulating responses
- Performance anxiety: Nervousness about making a good impression on prospects
- Thinking time: Needing a moment to organize thoughts without appearing to pause
- Social pressure: Feeling obligated to fill silence during conversations
Recognizing these triggers helps sales professionals develop targeted strategies for cleaner communication.
Filler words and phrases – More than just ummm
The following table outlines common filler words, their typical contexts, and professional alternatives for sales conversations:
- Ummm – ‘I was hoping to ummm… conclude today, what are your thoughts on that?’ One of the most common filler words is “ummm.” Instead of using it, try a short pause—pauses can add clarity and authority to your message, whereas frequent “umms” can undermine your confidence.
- Like – ‘During our last SaaS platform demo, I was considering your feedback and, like, I don’t agree.’ For sales leaders targeting enterprise buyers, using “like” in a pitch implies inexperience. Avoid this filler word to maintain authority with decision-makers.
- You know – ‘You know… I really think this product can significantly improve your KPIs.’ Remove ‘you know’ from the previous statement and it becomes much more impactful and professional, doesn’t it? If you’re speaking honestly then they’ll know, you’ll know, so why do you need to add ‘you know’?
- Okay – ‘Yes… okay… I fully appreciate what you’re saying…okay…hmmm.’ You’re likely to come across this filler word frequently if you’re involved in phone sales. People often use it when someone else is talking over the phone and they want to appear engaged. In fact, using okay has the opposite effect as it makes you sound detached and dismissive.
- Got it – ‘Hmmm… got it… okay… can we move forward with the plan tomorrow? ‘ Similarly to okay, got it, when used as a filler word, comes from the right place as the speaker is also trying to appear engaged. However, it has the opposite effect. Instead, use got it at the end of sentences for it to have meaning.
Common Triggers for Filler Words During Sales Calls
Identifying your personal triggers is the first step to eliminating filler words. The most common triggers include:
- Nervousness: First meetings with high-value prospects or C-level executives
- Fatigue: End-of-day calls when mental energy is depleted
- Multitasking: Trying to take notes while speaking or managing multiple screens
- Unfamiliar questions: Being asked something you haven’t prepared for
- Technical difficulties: Poor connection quality or platform issues
- Time pressure: Rushing to cover all talking points in limited time
Recognizing these situations allows you to prepare specific strategies for each trigger.
How Filler Words Negatively Impact Sales Performance
Filler words go beyond bad impressions and they can have an active role in damaging your sales prospects. They make you appear as if you lack confidence, and as people on average use filler words every 15 seconds they eat into valuable time you need to successfully pull off your pitch. They distract your prospect, and make it more difficult for them to take on board your pitch’s key points and takeaways.
Your prospects want you to speak fluently and naturally, as if you were having just a regular conversation. Filler words distract from your natural conversation flow making you seem less trustworthy. You could have a product your prospect desperately needs and a genuine personality but too many fillers will make you seem dishonest.
Filler words lend quantity to any sales pitch or call. As a sales professional you ought to focus on quality instead. Plan what words you’re going to use in each meeting, and carefully craft your idioms and vocabulary for them to achieve maximum effect. You can’t achieve this with filler words.
The Impact of Filler Words on Sales Outcomes
Research shows that excessive filler word usage can significantly impact sales performance:
- Credibility loss: Prospects perceive speakers with frequent filler words as less knowledgeable and trustworthy
- Reduced persuasion: Messages become less compelling when delivery appears uncertain or unprepared
- Attention drift: Listeners focus on the filler words rather than the actual content
- Deal progression delays: Unclear communication can slow decision-making processes
- Competitive disadvantage: Prospects may choose vendors who communicate more confidently
Studies indicate that sales professionals who eliminate filler words see measurable improvements in close rates and deal velocity.
Effective Strategies to Reduce Filler Words in Sales Conversations
Given that most of us have a bad habit of using filler words too often you might be concerned that it will prove difficult to drop them. Don’t worry, quitting this bad habit isn’t as hard as it might seem. All it requires is some hard work and your sales conversations and scripts will improve in no time.
Step-by-Step Techniques to Eliminate Filler Words
Follow this proven framework to systematically reduce filler words in your sales conversations:
1. Record Your Sales Calls
Start by recording yourself during practice sessions or actual calls (with permission). Listen back specifically for filler words and note their frequency and triggers.
2. Use Intentional Pauses
Replace filler words with strategic pauses. A 2-3 second pause adds authority and gives you time to formulate your next thought without undermining credibility.
3. Practice with Accountability Partners
Work with colleagues to practice presentations and have them signal when you use filler words. This real-time feedback accelerates improvement.
4. Prepare Key Transition Phrases
Develop a repertoire of professional transition phrases like “Let me think about that for a moment” or “That’s an excellent question” to replace automatic filler words.
5. Use Physical Reminders
Place a small object on your desk or use a rubber band technique—tap or snap it each time you catch yourself using a filler word to build awareness.
6. Slow Down Your Speaking Pace
Speaking too quickly often leads to more filler words. Deliberately slow your pace to give your brain time to keep up with your mouth.
The first stage in dropping fillers is to simply replace the offending words with pauses. They are much more common in conversation that you might imagine and they inject an air of authority to your speech. For example, public speakers frequently pause for several seconds in their speeches.
Practice makes perfect when it comes to removing filler words. Before you have an important sales meeting or call record yourself speaking as if you’re in communication with your prospect. Start by making a note of any filler words you use then alter your pitch accordingly and edit your script to remove them.
If you’re meeting with another individual in person then maintain eye contact, you’d be surprised how effective this is at stopping filler words. Try experimenting with turning your torso and eye gaze toward each person during a meeting giving your attention inclusively. If you’re on a conference call then turn your attention to your notes or script.
Pro Tip: Use Revenue Grid’s conversation analytics to identify filler words in your sales calls and get actionable feedback for improvement.
It takes time but eventually you will be able to drop the filler words. Write notes and reminders you can use during meetings and calls, tap yourself every time you’re aware of yourself using a filler word. The method needs to be tailor made for what works for yourself.
Exercises and Practice Methods to Build Lasting Habits
Consistent practice is key to eliminating filler words permanently. Try these exercises:
- Daily Mirror Practice: Spend 5 minutes each morning practicing your elevator pitch in front of a mirror, focusing on eliminating filler words
- Roleplay Scenarios: Practice common sales situations with colleagues, having them interrupt you each time you use a filler word
- Reading Aloud: Read sales scripts or articles aloud, focusing on smooth delivery without filler words
- Gamification: Create team challenges where the person with the fewest filler words in practice sessions wins a small prize
- Video Analysis: Record yourself giving presentations and analyze both verbal and non-verbal communication patterns
How Revenue Grid Helps Sales Teams Communicate with Confidence
Revenue Grid’s conversation analytics and guided selling features help sales teams identify and eliminate filler words in real sales calls. Our platform enables managers to coach reps with real-time feedback and track communication improvements over time, ensuring you consistently deliver clear, confident pitches that win deals. Learn more about how Revenue Grid empowers high-performing sales teams.
Forget the ummms…
It’s time that you significantly boost your sales conversations scripts by dropping those pesky filler words from your speech. Experiment with different methods you can use to train yourself to avoid them. We’d like to hear how you got on with this so please leave us feedback on your guilty filler words and preventative methods.
You can also read more of our articles on sales techniques that will improve your profits and a variety of other sales topics on our blog. Don’t forget to like and subscribe to our social media pages too as we continue to publish content on how to improve as a sales professional.
Quick Reference Checklist:
- Record your calls to identify filler word patterns
- Replace filler words with intentional 2-3 second pauses
- Practice with accountability partners for real-time feedback
- Prepare professional transition phrases
- Use physical reminders to build awareness
- Slow down your speaking pace deliberately
What are some good filler words?
While it’s best to eliminate filler words entirely, if you must use them, opt for professional alternatives like “Let me consider that,” “That’s an excellent question,” or brief, intentional pauses instead of “um” or “like.”
Are filler words always bad in sales conversations?
While occasional filler words are human and relatable, frequent usage undermines credibility and distracts from your message. The goal is to minimize them significantly, not necessarily eliminate every single one.
How can I quickly reduce filler words in my sales calls?
Start by recording your calls and identifying your most common filler words. Then practice replacing them with 2-3 second pauses. Most people see improvement within 2-3 weeks of consistent practice.
What are the 7 Cs of sales communication?
The 7 Cs are: Clear, Concise, Concrete, Correct, Coherent, Complete, and Courteous. Eliminating filler words directly supports clarity and conciseness in your sales communication.