How To Think With Dan Henry How To Catch A Buyer In A Lie Without Being Rude
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Have you ever gotten an outlandish claim or objection on a sales call?
I've heard some objections on sales calls that made me a little suspicious that a potential client was lying, but recently one of my sales reps shared an objection he got on a call that seemed really outlandish.
It might not happen often, but when it does, if you don't know how to handle that objection, you might lose a sale, and the potential client might miss out on a product or service that could really benefit them.
I've learned how to handle these calls in a way that allows me to get to the root of the objection and build a solid rapport, and I'm able to do that without being rude.
So let me share how you can overcome these objections and build rapport the next time you are faced with this situation.
In this episode, I am going to cover:
- Why outlandish claims are usually an untrue superficial objection
- How to frame your questions to get to the real objections
- What happens when you ask for clarification on an outlandish claim
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— TRANSCRIPT —
Everybody knows that buyers are liars, and they use these extravagant excuses to get out of making a purchase. And the question is, how do we deal with that without being rude? And not deal with that in a way to force somebody to buy something, but deal with it in a way where we can get to the bottom of what their actual objection is so that we can see if our product or service is a fit for them, without letting them talk themselves out of something that they could really use. That's what we're going to cover in today's episode.
All right. So how do you deal with buyers and prospects on the phone when they're clearly lying, or at least you think they're lying? Let me give you an example.
We had a sales meeting at my company this was last week, and one of my sales reps says I dealt with some really weird objection. And I said, okay, what's the objection? He said, well, you know, I had a customer say that they were nervous, they've been burned before, et cetera, et cetera. Because they spent a hundred thousand dollars on an e-commerce coaching program, and then it turned into a Ponzi scheme. And so that's why they're nervous. And I was like, okay. Now look, maybe this actually happened, like maybe this actually happened. It sounds odd to me because I don't understand how an e-commerce coaching program would turn into a Ponzi scheme and why it would cost a hundred thousand dollars. It just sounds odd. And there's nothing in the news about it. You know? I don't know. It sounds weird.
Maybe it's true. Maybe it's not, but it sounds like BS. So this is what I said to my rep. I said, listen, here's how you deal with this. First of all, I would say, well, listen, you know...
'Cause he's actually, he's not selling for my company, my program he's selling for a program that is owned by another company that I own 50% of. So it's like a partner company of mine that teaches e-commerce coaching. And so, and by the way, my buddy who runs it, he's done like 90 million with e-commerce. It's crazy. So I just help him sell it, and I recommend it and all of that. And he's helping me grow my e-commerce store, which is awesome.
So here's the thing. The bottom line here is that you know, we need to find out if that's a real objection without being rude. So I say to him, I said, why don't you just say this? Why don't you just say, well, you know, look, Dan's been in business for X amount of years. He's never ever been involved with, promoted, or had any association with anything that turned out to be a scam. Why would he start now? That's the first question I'd like you to ask, but that, that aside, I want to be able to address what you have going on the best way possible. So when you say that you invested a hundred grand into another program, it turned into a Ponzi scheme, what was that? I imagine that would be in the news, right?
And then they go, Oh yeah. Oh yeah. Well, what was it called? Let me look it up real quick. Cause I want to be able to make you comfortable. And I want to show you the differences between what you dealt with, and that's terrible, what you dealt with. I can't imagine what it would be like to lose a hundred grand. So you show empathy. And you say, but I'd really like to check it out real quick if you don't mind so that I can really just answer your question and put your fears to rest the best possible. What was the name of that program? Let me look up real quick.
Now, what's probably going to happen here is either A: They're going to say, this is the name. He's going to look it up. He's going to see that it was run by somebody who probably had a criminal record and this and that. And he can say, Oh, well this, you know, check out Dan, check out Dan's companies, but that's probably not what it is. It's probably not even true. So they're probably gonna say, Oh, well, I don't remember the name. You don't remember the name of a company you gave a hundred thousand dollars, and then they scammed you out of it, and it turned out to be a Ponzi scheme? Oh, well, you know... Listen, John, what's really going on here, right? Let's find out if this is really a fit. I mean, and then you can move into a real objection. And as you ask this, what'll end up happening is the prospect they'll know that they were lying, and they'll move on to another excuse or objection until you get to the real objection. Now, keep in mind, this is not high-pressure sales.
This is not trying to sell somebody something. I'm not telling you to do this, to try and sell them. I'm telling you to do this, to try to find out what is holding them back. And most people, when they're on the phone, they don't actually tell the truth. You know, that old saying, buyers are liars. They don't actually give you the real reason. And if you found the real reason, you could, A: figure out if it really is a fit. And if it's not, you can tell them so and say, Hey, you know, no worries. B: If they do sign up, you could better help your client by truly understanding what's going on with them and not just making it this stiff transaction, but really understanding what they need help with. And C: it also allows you to end the call early, if they are just completely being ridiculous or trying to funnel hack you, or trying to just be a tire kicker, and you can get off the call, right?
But, the point I'm trying to make is when somebody gives you an outlandish claim of why they don't want to join or why they're concerned, you frame your questions as the benefit to them. You don't say, well, let me look that up. Like, who is that? That sounds combative would say, listen, I really want to help you out here. And I want to put your fears to rest. So what's the name of that? Let me look it up real quick. And let me see if I can show you some differences between what you'd be dealing with us and what you dealt with them. Can I have the name of that? I imagine it was in the news. Can I look that up real quick?
And from there, you either get to do what I just said and actually draw a comparison and show the difference and say, well, look, you know, this guy has no presence online. And, you know, Dan has a presence online, a huge presence. And as you can see, he's never had any scams or any dah, dah, dah, you know, so you can actually answer the question versus not just blatantly saying, Oh, well, that's not going to happen. You know? And then if they are lying and they can't give you an answer, then they'll either, you know, admit that, and hang up, or they will give you the real objection, which you can really address and really get down to the bottom of their problems so you can help them. And whether that's help them find somebody else that you recommend, whether that's help them make a good decision to, or to not join your program.
The point is when you get an outlandish claim, ask for clarification. Ask for details, but do it in a way that benefits them. Because you will often find either you will get the clarification you need to draw the comparison or to answer their question and put their fears at ease. Or you will sort of politely back them into a corner of, ooh, you're lying. And then again, you either, you know, you get to the real root of the problem. And keep in mind, don't get angry if somebody lies to you on a sales call; we're all liars, right? Like when we go to buy, we get into lie mode. It's okay. They're nervous. They're thinking about making a big investment in what you offer, give them some grace, okay. Be patient, and try to find the real root of the problem. And they'll not only buy from you, but they'll also respect you, and they'll become lifelong fans.
I hope you enjoyed this episode. If you need more help growing your business, you can always go to get clients.com, and I'll see you in the next episode.