In the world of conventional sales (as opposed to ethical sales, the way I teach it), there’s a saying that ‘buyers are liars’.
Which in itself is pretty nasty and cynical thing to say – and complete devoid of empathy (where empathy is, again, part of the way I teach selling).
Sure, a person might say ‘I want it’ and then not follow through.
‘I’ll send the check’ and then it doesn’t show up.
‘I’ll be there at noon’, and then they don’t show up.
‘This problem at my company needs solving, now’, and then they stop responding to your calls and emails.
Is it because they were lying?
Probably not. People say things for a great many reasons, and who knows why they say one thing and then do something else?
They know, is who.
And, guess whose job it is to figure out why they said something that didn’t end up true?
Your job – the job of the seller.
Here’s the thing:
In a selling situation, when the other says something, you need to test what they say.
Not, again, because someone would be lying, but because we as humans, all of us, assume stuff.
We take things at face value.
‘Yeah I like it, I want it’, and we instantly assume that the deal is done.
But it ain’t, not until the money is in your account or the contract has been signed.
But when you assume that thing A also literally means thing A, and that ‘yes’ means ‘it’s a sale!’, you bypass that other person’s reality.
Whenever you assume something about someone else, and we do it all the time, you break rapport and create a disconnect.
It’ll show in your reactions, your questions, your body language, the way you structure your sentences… and that other person goes ‘Hey wait a minute, I never meant/said/implied that’.
And… they’re gone.
This is precisely why my framework for ethical selling starts with questions, then answers, and, very importantly, pillar three: meaning.
What someone says is one thing… but what does it *mean*?
What are they really trying to say?
What did they not say?
What do they mean for you to hear?
And, is that what you heard… or did you hear what you wanted to hear?
What’s said is one thing. What’s being heard is another. And what was meant is something entirely different.
Learn your buyer. Test your assumptions. Ask more questions.
Let your buyer tell you whether or not you actually heard what they said.
That’s how you enroll ethically, with empathy, and yes, with success and profit.
And if you want the ins and outs of ethical selling, watch this. Seriously :)
Also published on Medium.