7 Lies Customers Tell and How You Can Still Sell Them

/, Building relationships, Customer Satisfaction, Sales, Selling on price/7 Lies Customers Tell and How You Can Still Sell Them

7 Lies Customers Tell and How You Can Still Sell Them

Share This:
Liar, liar pants on fire.

Liar, liar pants on fire.

Even seasoned professionals get taken in by customers who use statements to put them off. Rather than take it up with the customer they just give up.

Customer can bend the truth, especially if they haven’t made up their mind about buying. They will say just about anything to get out of the store. As a salesperson, if you’ve done your best, there is no reason to back off from the customer.

START BY NOT BELIEVING THE CUSTOMER’S EXCUSES! If you believe them, it’s over. If you believe them you do not believe in yourself or your business. 

Here are 7 standard customer lies and ideas for selling them.

  1. I can’t afford it. Now we all have had times when we couldn’t afford something; that doesn’t mean we didn’t buy it!

If you’ve explained the value of your product and how it will help the customer, they should be able to see that living without it would be a mistake. Ignore the statement and review the customer’s “conditions of satisfaction.” Give them the features and benefits that fit the customer’s key concerns. You can also suggest a product that is less money and explain the comparison. The customer may don’t let the customer scare you. Your job is to make them feel you have their best interest at heart, and your product is what they need.

  1. We’re just looking.” You’ve heard this a million times and you might be tempted to leave them alone. My suggestion, don’t.

Yes, people just look but if you leave them alone while they’re looking you run the risk of looking like you don’t care. Statements like, “We have some new products, and can I point them out to you?

“We have a huge store; can I help you find the right products?

These statements should be followed up with rapport building statements; anything other than trying to sell them. Talk about their kids, the weather or their smart phone.

3.”I have to ask my husband or my wife.”

One reason the customer might say this is because she or he doesn’t trust your judgment. If they don’t believe what you’re saying, they certainly don’t want to make the decision alone.  It may be true that they aren’t the decision maker so “nicely” review two or three benefits that fit their situation and be quiet.”

  1. “We weren’t prepared to buy; we have to look around.”

Don’t be afraid to tell them you understand, but you don’t want them to lose out on the product or pricing. Before they look around suggest that you review your product with them. Check out what they said about their situation and explain how your product fits the bill.

  1. I’ll know it when I see it.”

This is really a funny statement. If you ask them what it will look like they won’t be able to tell you. They may say you don’t have it. This is a good time to ask them to describe the perfect product to you. If you can get them to talk about it, you will probably come up with new ideas.

  1. It’s too expensive.”

This is a wonderful statement and gives you lots to work with. Review their budget with them and review how the product will work for them. This is similar, to “I can’t afford it.”

  1. “Your competition is cheaper.”

Your competition might be cheaper but are they as nice as you? In other words, building rapport and showing you care is more important than ever. Explain what makes you different and what you’re willing to do for them. Cheaper doesn’t always mean better even if it’s the same product.

What special treats do you have for your customers? A comfortable showroom, an interactive web site that really helps the customer finds the right products. Plenty of social media chatter that shows that customer’s trusts you. You might familiarize yourself with your customer’s online reputation.

How about this? A print out coupon they can only get on their smart phone while they’re in your store.  If you have “wiggle” room, make sure it sounds legitimate. It might do the trick.

Once you’re done, don’t forget to ask the customer  what she thinks about what you’ve said.  This is an easy closing statement that is overlooked by most salespeople.

Lisbeth has been doing sales and customer service training for over 20 years. Reach her at Lcalandrino@nycap.rr.com.

Share This:

About the Author:

Lisbeth Calandrino is an award winning trainer, entrepreneur, and blogger and has spent over twenty years developing custom tailored marketing and customer service programs for businesses. Her recently published book, Red Hot Customer Service, 35 Sizzling Ways to Heat up Your Business and Ignite Your Sales defines the steps necessary to build a competitive advantage and turn great companies into unforgettable or red hot companies. Lisbeth admits that much of her knowledge came from her Italian grandfather who despite very little formal education and a limited English vocabulary, managed to became both successful and wealthy. Lisbeth has wonderful stories about Grandpa DiBiagio’s and her time spent learning how to managing Grandpa’s fruit stand. Because of Lisbeth’s experience as a business owner, having been the managing partner and owner of 7 furniture and carpet stores for 14 years, she is able to bring her extensive business knowledge and experience to all of her clients. Lisbeth’s awards include executive of the year award from the International Executive Association, Albany chapter (a business networking group) and first place honors in an international marketing contest for alternative medicine. A two time cancer survivor, she has spoken extensively about her experiences of cancer, offering words of comfort and inspiration. As an activist, Lisbeth has initiated and contributed to many charitable causes. She has worked with at-risk youth, spoken out against injustice and advocated to and helped to build resources for women. As a presenter, Lisbeth Calandrino is highly motivational, information-rich, and very entertaining. Her acute business sense, contagious enthusiasm, positive energy and fun sense of humor make her a dynamic presenter. Lisbeth is a member of New York, Historic Albany Foundation, educational director of Business Referrals Networking Group and member of the board of directors of the Animal Protective Foundation of Scotia, New York.

Leave A Comment