April 23rd, 2009 @ 5:30 am
Let’s face it: customers sometimes lie. What’s difficult is that, as a salesperson, your options are limited. Unless you don’t plan on doing business with that customer again, you can’t exactly point out that the customer just told a whopper. With that in mind, I thought it would be useful to go over some common lies that customers tell — and give some advice on how to cope.
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Sid Herron
#2 reminds me of an old nugget from Sandler training: "If you don't know who won the bid before the bid opening date, it's never you!"
Aristo Ioannidis
Thanks for reminding me Sid.
The bidding process begins prior you make the first sales call. The selling process encourages feedback to determine if you are on the right track or a trusted confidant. Otherwise do not bother submitting a bid.
alechoi
Feedback from customers will determine how you understand them in order to make sales
Ian P
Perhaps Geoffrey, the lesson that you and BNET should learn from this is that there is a fantastic need for reeducating, training, developing (or just taking in a corner and kicking the seven shades out of) the buying community.
Your focus is on a hard done by breed, the salesmen and women, who are by and large a very professional group. They are, however, only one side of the coin and the lying, cheating and jolly-grabbing that comes from the so called 'procurement' or 'supply chain' side causes extreme harm to many businesses who end up paying top dollar or getting low quality or poor service.
I know I harp on about this, but lack of professionalism in the non-government buying community is a major issue and you (BNET) as market leaders are in the perfect position to help this world take a step change for the better.
PPCE
Thank you Ian P, Thats exactly what I wanted to say!
Bob Wileman
Great and much needed hammering on the basics
Sorting the lies in the order in which I encounter them:
4 Not in the office
3 I'm away from my desk - please leave a message and I'll call you back today
10 We don't have the budget
I resolve to work on these top three using your advice, though No.3 is the hardest to crack.
scohil
People in procurement need education and training as much
as salespeople do (though I am not sure we can correct with
simple education what is at root a character flaw, whether it
be personal or corporate). But let's be careful: just as it's
easy to stereotype salespeople (shades of "Tin Men",
"Glengarry", and "Death of a Salesman"?), it as just as easy
to unfairly stereotype procurement professionals. Although
there are many in the procurement profession who are, to
quote Ian, "lying, cheating and jolly-grabbing", there are just
as many who are not. I'm priviledged to consult on both
sides of that fence, and the vast majority of the ones I work
with are honest and hard-working and professional (though
invariably they believe the other side is not -- maybe the
education ought to involve walking some miles in the other
profession's shoes).
Thanks Geoffrey for the list. Kudos to Ian for his comments.
scohil
While I was running off at the keyboard, I forgot to write:
* Rule number one in commercial interactions, whether selling
or negotiating (which are distinct activities) is "always test
with questions." Based on research presented in "SPIN
Selling" or theories touted in Mack Hanan's classic
"Consultative Selling" to more recent derivative models (heck,
you could even look to Socrates or Sherlock Holmes or
Columbo or Perry Mason, for that matter), the usefulness of
questions in uncovering and discovering is near incalculable.
Don't assume. Test with questions. FWIW.
Geoffrey James, Sales Machine
Re: Socrates. Maybe so, but recent research into ancient texts reveals that Plato was editing out some of the conversations that Socrates was having with his students. Specifically, every three or four questions, the students would say something like: "For cryin' out loud, Socy, will you get to the freakin' point..." 
nasoya777
Customers lie because, as we all know, every one has been SUCKED by a smooth talking salesman in the past. So, their own way of seeking further information and justification for buying is to feign disinterest. All experienced salesmen know that this is what is called SALES RESISTANCE. It is the subject of a series of trainings that we are providing for salesmen who want to stay ahead of the pack.
elynnb
I've been very fortunate in my life to have been firmly planted on both sides of this fence. I am a better sales person because I WAS in purchasing. In my personal experience, the buyer and the purchaser are the same person (not literally), you want to give them what they need,and they want to buy what you have. It's how you communicate to them that makes the difference. This is only when you are dealing with the final decision maker, or the purchasing professional.
Most of the time, you as the sales person, are dealing with a product champion, a recommender, or gate keeper. They aren't so cut and dry, or open to "helping" you get through to the right people. But you can ALWAYS get them on your side with the right approach. I love calling assistants, they have all the information I need, will answer questions informally, and tell you the best approach to getting the right people lined up. And you can usually put them in a recommending position by enlisting their help to forward your information to the right people.
Sales vs. Purchasing they are both a rush. And if you are good at one, you are good at the other. It's a constant evaluation of the person sitting across the table from you.
Happy Selling.
upshift
Agree and Disagree about the brochure.
Agree if one cannot make a presentation and/or even meet
with a key stakeholder.
Disagree if:
You have made a presentation.
Brochure is well done and attractive
upshift
Disagree with #7.
The product or service is almost always more expensive. The
purchasing department's evaluation is based on reducing cost
and if the cost was less they would go for it.
Thus if the salesperson hasn't convinced the key
stakeholders of the value, (which includes cost), then the
buyer has a legitimate excuse.
(It should be noted that not all costs are directly
quantifiable. Concerns over switching suppliers is a subjective
cost.)
Geoffrey James, Sales Machine
Quote from nasoya: every one has been SUCKED by a smooth talking salesman in the past.
Oh, really? Yeah, I guess all us folks out here have been down to the county fair and heard the snake oil man talk us out of a quarter to buy his elixir which wasn't good for what ailed us.
Get real. The "smooth talking salesman" is a myth. The stereotype has been so overdone in the popular media that the "smooth-talking" routine wouldn't fool a baby, much less a B2B buyer.
I've NEVER been fooled by a "smooth talking" salesman and I'll bet nobody who comments on this blog has been, either.
PlasticPrinters
This is a great list, I know for sure that some of my sales reps have had these questions, I'll have to send it to them.
Thanks,
Anthony Proulx
PlasticPrinters.com
pomerla
I'd like to respond to the "Not in the Office" lie. While I don't say I'm not in the office, I think it's extremely rude and disrespectful of a potential customer's time to stop by and expect them to drop everything to talk to you without an appointment. I know a lot of sales techniques hinge on the element of surprise, but you won't get anywhere with me on that. I simply tell our assistant that they may leave their card or info if they don't have an appointment. If they contact me to make an appointment (that show's they believe my time is valuable)....I'm all ears and I will devote the time alotted to hear them out...and maybe even buy!
reuben@...
I'm amazed at how rarely reps are prepared to answer questions relating to cheaper competition. I don't even try to focus on the price-- I just ask why they're better. And usually I get a bunch of talk about features that's obvious from the website, but little discussion of the value of those features to me or my company.
bschranz
Coming from a non-sales view point, some of what you think are lies really are not. In many corporations, many people are away from their desks because they live in meetings all day - call early is your best bet. Also, working in a prairie dog cubicle community, you find yourself seeking quite, private work spaces which take you away from your desk but you are always connected to your laptop so leave e-mails as follow up to telephone requests for an appointment. Also, I keep company brochures in a file and refer to them when I am looking for products to solve a problem, create a new product, etc. because they give me insight into which sales person I should contact to discuss their products potential further. Sounds silly, but I use them as a tool for creative inspiration in product development. Remember, not all company websites are created equal and you can't get much useful information so the brochure fills the gap, hopefully. Also, never forget who actually specs in products - R&D not procurement. Many corporate cultures will not allow R&D to speak directly with sales people because they want control over the number of new sku's. Find a way to get them invited to the next appointment and show them how you can give them technical assistance in using your products - that sells more than anything!
IanP2
Scohill
Thanks for your comments. However I admit that I have only worked one side of the coin - I have never been a salesman. Its a role I am learning as I develop a start-up company, hence my presence on this forum.
I will not go into details but I have dealt with fairly large numbers of both buyers and salesmen and know that the sales teams are almost always well briefed in ethical behaviour and approaching customers professionally. My experience of the buying side of business is that only around 60% of buyers and around 30% of business owners don't expect gifts or favours as part of the buying process - even if it is only an expensive meal or attendance at a sporting event.
I never saw a 'generous' salesman beeing given the treatment that Geoffrey describes but I have seen many triers become non-starters as the buyers saw they would not 'play the game'
Hence my call for a general reeducation in this area.
But I always was nieve.
IanP @ home
Manjula Navaratne
I find this article very much useful to be an effactive salesman in term of better utilization of time and close sales smarter than the competition..
MikeDennehy
Re Lie no 1 (one of the three great lies of the universe - another being "Of course I love you" and I can't put the third into print), one method I've found very effective is to ask "How much was the check for?" and "Can you please tell me the check number and when you posted it?" This will reveal whether there ever was a check and whether it was posted. If it was - great, it's on the way. If there wasn't, they feel duty bound to send you a check right away because you've (gently) caught them in a lie. This almost always works, and I would be more comfortable doing this rather than "insisting they cancel the check and send you a new one using tracking" - if I were the debtor I'd say no, wait and see if it arrives by the end of the week, then we can look at it. You've just lost another week.
adityaganti
This is in response to Geoffrey's comment -
"Quote from nasoya: every one has been SUCKED by a smooth talking salesman in the past.
Oh, really? Yeah, I guess all us folks out here have been down to the county fair and heard the snake oil man talk us out of a quarter to buy his elixir which wasn't good for what ailed us.
Get real. The "smooth talking salesman" is a myth. The stereotype has been so overdone in the popular media that the "smooth-talking" routine wouldn't fool a baby, much less a B2B buyer.
I've NEVER been fooled by a "smooth talking" salesman and I'll bet nobody who comments on this blog has been, either."
You answered the point Nasoya was making when you said - the stereotype of the smooth talking salesman has been sold and then some more. The general population tends to harbour a general mis-trust of the selling profession (I used to when I was in B-school) because I had neither appreciated good sales effort nor had the opportunity to work with better salespeople until then. Had I lived with my blinkers on - I might be one of those others who "lie so despicably" to salespeople.
charles599
Overcoming sales objections and answering questions are the same. Product knowledge is the only key to the door.
spettis
Gotta love #1 - that's why I am a firm believer of EFT!
ako858
Thanks for article
Abu Ala
the customer is always right, has all rights to deal with a pro sales rep who focusses on distinctive features that enhances value
why should a customer buy your product/service if it is of less value than others?
price for value is fair to every one,
most sales reps can not communicate an edge when they have it
those who don't have it will try - persistantly - to communicate it!
CINICALIZM is a by-product of sales behaviour
JasFun
AS a former gate keeper - let me give you an in to the situation.
Respect the gatekeeper - for if you do - you'll have a informant/advocate on your hands that could do 80% of the work for you.... oh duuuhhhh!!!
No.1: Even though i was not the "sole decision maker" - my job was to screen all you sales people to find out if what you were proposing wasn't a rip off and wasn't rubbish.
No.2: It's not nice being a gate keeper - have some respect. These people are usually the ones who know most about the company and running it and yes, they do have an ego and no - you won't get past us just because you PERSIST! That will really annoy and make sure you definitely WILL NEVER get through.
No. 3: be nice, they have a job to do and they can usually poke holes in your sales pitch because they've heard it all before and quite frankly your not the first or last sales call!
No. 4: get over yourself - if you need to deal with the "gatekeeper" you'd be surprised how much information they can arm you with if : they like you, you showed them respect, they think your product will really help work be easier.
No.5: a gate keeper is after all a staff member - who is constantly in the ear of the decision maker. You don't think that if you are great at respecting this person and they think your product is awesome they will bring it up almost every week and badger and badger the decision maker!! How much would you love a call from a decision maker who is : already educated on your product; knows the benefits; know what it will cost them if they don't buy and rings in to tell YOU that they want to meet YOU. (and they are ready to buy???!!) I have done this many times over with great success and thanks from the sales person. Heck i've even given pointers on what NOT to say to the Manager etc and what approach they like if they want the sale.
And you thought gatekeepers were just pains in the backside... geez think outside of the square would you?
ibiz05@...
Thanks Geoffrey for tips on sales and really great help.
Recently i had a meeting with a prospective customer whom i have been following up for a very long time. Finally he gave me a chance to meet him and asked me to come over. He left me waiting for 1 hour and came after a meeting with his superior and gave me only 5 mins to wrap up the presentation and he told me to forward the presentation to him and he said "lets do something" and he went off not even giving his business card. I am not sure whether he is not interested or just fooled around me or just want to get the insight of my proposal. He is basically the IT deputy directory for IT for a well established hospital....please advise the best way to proceed further.
THanks
Geoffrey James
Geoffrey James has sold and written hundreds of features, articles and columns for national publications including Wired, Men's Health, Business 2.0, SellingPower, Brand World, Computer Gaming World, CIO, The New York Times and (of course) BNET. He is the author of seven books, including Business Wisdom of the Electronic Elite (translated into seven languages and selected by four book clubs), and The Tao of Programming (widely quoted on the Web as a "canonical book of... more »
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