Customers are complex creatures, each and every one of them demands a different approach and a different strategy. The key is to understand the feelings of the customers by their replies and the worst thing to understand is the excuses and the lies the customers say to the Sales Warriors, this presentation / ebook enables you to come across the most common of them all and find an effective way to move past them to attain the Nirvana of Sales... Closure!!! A SQuare Consulting and Management Services original publication. All Rights Reserved. 2007 - 2014

1. SQuare Consulting and Management
Services
Sales & Business Development Division

2.  Customers
sometimes tell lies, especially
when you're trying to sell them something.
 Here
are the ten most common lies that
customer tell, along with some advice about
how to sell to them anyway.

3. How often it’s actually true: Almost
never. Unless the company is bankrupt, the
money is probably there, but it may be tied up in
some other budget.
 Why they tell this lie: They have yet been
convinced that the problem that your product
solves is big enough to deserve some budget.
 Your best response: Through questioning and
conversation, gather information about where
money is currently being spent. Once you’ve
discovered what’s funded and why, reposition
your offering and the value it provides so that it
becomes higher priority than the budget items
that are currently funded.


4.  How
often it’s actually true: Assuming it’s
a cold-call, probably 10 percent of the
time.
 Why they tell this lie: The receptionist /
admin personnel is protecting the
decision-maker from contact with sales
reps, usually because the real decisionmaker is a pushover when it comes to
sales.
 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.

5.  How
often it’s actually true: Rarely.
 Why they tell this lie: They’re hiding the
fact that a competitor has the inside
track, usually because the competitor
wrote the RFP (Request for Proposal).
 Your best approach: Decide whether
you've got a chance to get in the way of
the well-established competitor out of
the deal. If you decide to go forward, be
ready for many doubts and comparisons.

6.  How
often it’s actually true: Sometimes.
 Why they tell this lie: To get you to drop
your prices.
 Your best response: Do the same as you
would if the competitor actual WERE
cheaper. Position your offering, and the
privilege of working with your company,
as being of massively higher value than
working with the competitor.

7.  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 have decided to drop the
communication with you.
 Your best response: Let it go, but remember:
customer now owes you one, whether he
realizes it consciously or not.

8.  How
often it’s actually true: In anything
other than “Mom and Pop” operations,
almost never.
 Why they tell this lie: Your 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’ll
probably be able to figure out which people
actually have to be “sold” in order for a
deal to go through.

9.  How
often it’s actually true: Never.
 Why they tell this lie: 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 gotten
the “best deal”.

If you drop your price in demand for an automatic
discount, you’ll lose credibility and end up
cutting a non-profitable deal.

10.  How
often it’s actually true: Never.
 Why they tell this lie: They’re either trying
to get rid of you, or they’re being nice.
 Your best response: Stop depending upon
brochures for anything other than a physical
proof that your company has marketing
money to burn. In some situations, you’ve
got to have a brochure or your firm doesn’t
look serious. But that doesn’t mean that
anybody will ever read them.

11.  How
often it’s actually true: For most
office-bound executives, about 25 percent
of the time.
 Why they tell this lie: They’re screening
their calls so that they can get some real
work done.
 Your best response: Call early in the
morning, or call multiple times over the
weekend. Most real decision-makers work
extra hours and they mostly take their own
calls when the office is empty.

12.  How
often it’s actually true: If this is the
second time you’ve heard the statement,
the check is definitely NOT in the mail.
 Why they tell this lie: They're having cash
flow problems and you just got appointed
as their private lending bank, at no
interest.
 Your best response: Explain that the mail
might
have
stuck
somewhere
in
transit. Insist that they cancel the
outstanding check and send you a new
one, using package tracking. That way
there will always be a record of any check
sent to you.

13. Rohan Bhatt
Managing Member - #Consultant #Franchise
#Coach, #Blogger, #Restaurant Consultant & #Connaisseur
SQuare Consulting and Management Services
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http://www.squareconsulting.in
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