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Home  | How we help clients |  Executive Education  | Learning Centre 
June 27 2019.
Common lies by the customers.

How often we have come across customer's reply, "I am the sole decision maker", "We have very transparent buying process" or even "Your competition is very cheap", etc... We always wonder what exactly does he mean ?

Here are my suggestions,why this happens & how can you handle such a situation.

# 1 :“I am the sole decision-maker.”
How often it’s actually true: In anything other than “single person organisation”, almost never. Even in single person organisation he has to take into account the endusers' view.
Why they tell this lie: The customer contact wants to hide the fact that he really can’t make a decision without consulting others.
Your best response: Ask about the specific reporting structure and gently probe to find out the “stakeholders” who “influence” the decision. Read between the lines and you’l probably be able to figure out which people actually have to be “sold” in order for a deal to go through.

# 2 : “Your competition is much cheaper.”
How often it’s actually true: About half the time.
Why they tell this lie: Simple! to get maximum possible discount.
Your best response: You do the same as you would if the competitor actual WAS cheaper. You position your offering, and the privilege of working with your company, as being of massively higher value than working with your competitor.

# 3 : “We always get a big discount.”
How often it’s actually true: Never.
Why they tell this lie: Same as #3; they’re trying to get you to drop your prices.
Your best response: Ignore it and stand firm. Demands for discounts, especially at the end of a sales cycle are usually just the customer testing to see if they’ve got the “best deal.” If you drop your price in demand for an automatic discount, you will lose credibility and end up cutting a non-profitable deal.

# 4 : “I’m sorry I missed our meeting.”
How often it’s actually true: If it happens more than once, it’s definitely a lie.
Why they tell this lie: They’re trying to gloss over the fact that they forgot.
Your best response: Let it go, but remember: customer now owes you one, whether he realises it consciously or not.

# 5 : “He/She’s not in the office.”
How often it’s actually true: Assuming it’s a cold-call, probably 10 percent of the time.
Why they tell this lie: The admin is protecting the decision-maker from contact with sales reps.
Your best response: Treat it as if it were true. Ask when would be a good time to call. You may need to sell the admin on the idea that your call is important enough to put through.

# 6: “Our buying/bidding process is fair.”
How often it’s actually true: Most of the time. But rigged bidding is pretty common in some sectors. (You know which are those…)
Why they tell this lie: They’re hiding the fact that a competitor — probably for irrational or illegal reasons — has the inside track.
Your best approach: If you’re certain it’s a lie, avoid business with this customer. The business that they’d give you isn’t worth the efforts & the costs to be incurred. Trust me.

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With experience of two decades, read "How we help our clients" to improve business.

 

 

 


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