Do Customers Lie, or Just Avoid Confrontation?

 

It's true that sometimes customers DO lie. However, I tend to think that they either:

a: don't want to make a decision

b: are afraid to make a mistake

c: exaggerate their optimism

d. don't lie at all...we just don't listen

Based on experience, I would say the answer is "all of the above". I recently read an interesting article about people who move their eyes in certain ways.  A recent article in "Psychology Today" magazine reveals new research, not geared to sales, however, very informative for those of us in the "people-business".

 

Their experts say that one of the biggest myths is that a lack of eye contact exposes a liar. Michael Wheeler at Harvard claims that a more reliable test to eye contact is actually TONE of voice. People's voices sound tense and higher pitched when fibbing. (All the more reason to listen carefully in person AND on the phone.)

 

I've been saying that I can actually learn more by listening to customers over the phone than by observing and listening in person. The reason being, many customers have learned how to hide their displeasure in their body language. Over the phone, and according to Dr. Wheeler, it's more difficult to change the voice tone when concealing information. Remember, the key here is to listen and listen well, or you'll miss the clues.

 

Just yesterday I was involved in a client negotiation over  the phone. The client had one fee in mind and I had another. By carefully dissecting his voice inflection, it was clear to me that he was just tire-kicking by requesting a discount. Instead of getting mad, or giving in, I was able to skillfully negotiate the fee in our favor.

 

You see in person, he may have shifted in his seat, closed his arms across his chest, and pushed away from the desk--sending a message that "I won't budge".

 

That's why I love the phone so much. By listening deeply between the lines, you find out where you stand, where your customer stands, and best of all, where you need to go next to close the deal!

 

If you struggle with this concept and want more ideas, email me at: This e-mail address is being protected from spam bots, you need JavaScript enabled to view it and request the "listening top 10" and we'll send you a copy.

 

(c)Renee Walkup, All Rights Reserved, www.salespeak.com 678 587-9911