How to (Nicely) Push Back on Buyers Who Don’t Tell You the Full Truth

By Douglas Burdett

People lie all the time. In fact, one study found most adults can’t last 10 minutes without lying. Yet while you can probably overlook the occasional fibs from your friends, family, and coworkers, you should never ignore dishonesty from a prospect.After all, your ability to help them depends on having the right information. If they don’t give you the truth, the whole truth, and nothing but the truth, you’re going to develop recommendations that are wrong for their needs.

But when a prospect lies to you or omits key details, what should you do? Sure, you could say, “You’re full of it,” … if you want them to hang up the phone or walk out of the meeting. Plus, it’s usually not clear whether the other person is purposely giving you bad information — or they simply don’t know what they don’t know.

Rather than accusing them of lying, use these clever responses to make them think being honest was their idea.

1. “Huh, okay. When I’ve spoken with similar companies about [topic], I typically found they were [experiencing the opposite, came to a different conclusion, observed something else]. Can you go into a little more detail?”

Referencing your industry knowledge accomplishes three things. First, it reminds the prospect that you’ve got credibility. Second, it’ll create a sense of urgency — will not having your product hold their business back? Finally, asking them to elaborate will help you identify whether they really are lying or they’re just an unusual case.

Here’s how this exchange might play out:

Prospect: Our customers would rather get support over the phone than over email or in the app.
You: Huh, okay. I’ve worked with about 45 companies in your industry, and the vast majority report that their users had to ask for in-app and email help. Can you go into a little more detail?
Prospect: Hmm. Well, I think some of our users might want that too, a few have mentioned it to our customer support team. I’ll look at the results of our latest survey.
You: Yeah, let me know what you find! Since getting help over chat is fairly new, your users’ expectations might’ve changed pretty recently. Our own surveys show that satisfaction increases 300% after our customers install our platform.

2. “That surprises me, only because in a previous conversation I wrote down [the contradictory fact]. Let me correct my notes.”

This response shows you care about having accurate information for their sake, not yours. Plus, it puts the fault on you, rather than them — and that’s key because accusing your prospect of giving you false information might only make them dig in more.

But even though you’re putting the responsibility on yourself, you’re still subtly suggesting that the facts don’t line up. Telling the prospect you’ll update your notes gives them the perfect opportunity to say, “Wait, I might’ve been wrong about that.”

You should also take this opportunity to make sure you’re working with the right person. It’s possible they’re giving you unreliable answers because they’re not senior enough or …read more

Read more here:: B2CMarketingInsider

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