What’s the Difference between Hype and Excitement?

You’ve all been excited about a new product or service launch at least once over the course of your career. If you haven’t, I’d have to question whether or not sales and management are the right career paths for you.

I find that one of the most important things we have to consider when training our customer service representatives is teaching them the difference between hype and excitement. Knowing the difference will make it easy for your customer service reps to present new products to clients without making false statements.


  • …is deceptive.
  • …attempts to predict outcomes.
  • …makes unrealistic promises.
  • …doesn’t last long.
  • …is impossible.
  • …is sales-driven.
  • …is not trustworthy.


  • …is honest.
  • …doesn’t eliminate flaws.
  • …is wild and unpredictable.
  • …has no set time frames.
  • …is realistic.
  • …is value-driven.
  • …is believable and trustworthy.

Are you starting to see the differences? We can hype up a new product or service but much of what we say will have been fashioned to sound good whether it is true or not. If your customer service team is really excited about a product they’ll be able to talk about it and sell it without making false statements or misleading your current and new customers.

Thanks again,


Sean McPheat

Managing Director

MTD Training   

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Updated on: 22 July, 2009

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