Customers Lie

Nice customers lie. Mean customers lie. All customers lie. They can't help it. It's wired into their operating systems.

Customers consciously lie - yep, right to your face!

- They'll tell you their budget is $5500 when it's really $6500 (or $4500)

- They'll tell you they can make a decision today, but then want to discuss the purchase with their spouse.

- They'll tell you they're ready to move quickly on the purchase, but then drag their feet.

- They'll tell you that the widget they're going to buy must have the XYZ feature, but then buy a widget  without the XYZ feature from your competitor. 

- They'll tell you their brother-in-law bought the same thing for $13,000 when in fact it was $14,900.

- They'll tell you they'll buy if you knock 200 bucks off the price, then they walk after you do.

Customers also unconsciously lie. They don't mean to. They just can't help it. In fact, they're not even aware of it. Lies seep into the conversation without the prospect knowing it.

It doesn't mean you can't be wildly successful selling to consumers, it just means you need to be prepared. Put everything your prospect tells you into your truth machine for a second look. Be skeptical. Test the customer. Constantly reevaluate. Question your prospect. Look for cracks, proof, and evidence. Don't take much on face value. Investigate. Assume your prospect is lying in some way, especially on crucial issues.

Don't hate your customers for it. Love them. But like parents of devious children sneaking handfuls of cookies into their beds at night, listen carefully for their footsteps outside your bedroom door. And then look for crumbs in the morning.

Those who protect themselves will survive the onslaught of customer lies today and will sell anyway.

If you like this post (or don't) please leave a comment. Skip Anderson is the Founder and President of Selling to Consumers Sales Training. He works with companies and individuals who sell to consumers in B2C, retail, in-home selling, and the financial, real estate, and insurance markets.

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