I’ve heard it a thousand times: “I ask my clients if they have any problems, which I’m pretty sure they have, and quite frankly, I think they aren’t responding truthfully.”  It is amazing how many clients tells salespeople they don’t have any issues whatsoever and just don’t need what they have to sell them.  The fact is that most buyers are not telling the truth!  It happens so often, and to so many people, that there’s a sales slogan that most salespeople have heard from time-to-time: 

“Buyers can be liars.“

Well, I’m here to say that it’s time to stop blaming customers for not being as honest as we’d like them to be.  It’s not their fault; it’s ours.  There are two reasons why customers are being less than truthful…

The first reason is that far too often, salespeople jump into asking customers about challenges they may be experiencing too quickly.  Before the customer knows you well, those questions will make them uncomfortable.  For example, let’s say I was trying to sell you on accounting services.  You were kind enough to meet with me and have a conversation about the solution you are currently using.  I even went so far as to assure you I wanted to get to know you and your business and was prepared to ask questions and listen.

Sounds good so far, right?  As a matter of fact, what I have said might just begin to warm you up for a nice friendly conversation.  Then I go and spoil it all with my first question: “Do you have problems with your current accountant?”

To begin with, I don’t think this person would be sitting in front of you if they did not have some issues with his or her current accountant.  However, talk about a wolf in sheep’s clothing.  With this question, you are crossing into an area that requires a great deal of trust.  In a split-second, the customer’s mind is racing and it most likely sounds something like this:

“Do I have a problem with my accountant?  Let’s see.  If I answer that question yes, I am probably committing to something or I might have to buy something.  Heck, I’m not sure if I really want to change accountants or not.  Do I have a problem with my accountant…”

The answer you hear is far simpler.  “No.”  Now that “no” will probably be followed up with an excuse or a lie as to why he is there talking to you, but chances are that the customer’s nose is about to grow.  What’s worse, you pushed this customer into telling you that lie.  Before you get too angry at our customer here, please remember this: You’ve probably told quite a number of these little lies yourself.  

If you want your customers to be truthful with you, you have to earn the right to get at these more difficult questions.  You earn it by asking questions that are open, related to your customer’s particular situation, and without even a hint of dysfunction.  You’ll end up getting honest answers, and one very important thing that’s vital to any salesperson’s success; you’ll generate trust.

I mentioned there is one other reason customers can be less than truthful, and if you look at the question that was asked, it’s there front and center.  “Do you have problems with your current accountant?”  See it?  Clients hate when salespeople use the word, “problem.”  Do you have a problem with that?  It comes off sounding a little aggressive, and a bit disrespectful.  Customers may have challenges, obstacles, barriers, issues, concerns, and more, and the words you choose may determine what kind of answers you get.  I’d encourage you to use the words I just listed. Most customers don’t appreciate you asking them about their problems, and they’ll often pull back even if they do.

So, with a little patience, and the right words, you’ll see that customers are more than willing to tell you the truth. Furthermore, they will often be open to seeing the wisdom of your solution, and that’s a win-win for everyone!.  

What do you get when combine energy, enthusiasm… and great content?  You get a “Pocket Sized Pep Talk!”  Tune in and you’ll hear a collection of BLArticles®, conversations, and interviews that are sure to teach, motivate, inspire, and oh yes; entertain!   https://podcasts.apple.com/us/podcast/pocket-sized-pep-talks/id1497772972

I was on, “It’s Not Rocket Science! Five Questions Over Coffee,” a fun podcast with Stuart Webb.   You can listen to the podcast here: https://thecompleteapproach.substack.com/p/five-questions-over-coffee-with-rob#details

If you are looking for something to listen to on your next coffee break you might enjoy this brief chat between me and Tom Bailey, Founder of Succeed Through Speaking and the Succeed Through Speaking podcast. Listen closely if you would like some high value ideas to boost your business results.

You can read the transcript here – https://bit.ly/3BOfU7o

You can watch the podcast here – https://youtu.be/w-QgGvweE2M

You can listen to the podcast here – https://apple.co/2YVGWuN

I Zoomed my way to India to speak with Motivational Diaries, and Ashish Janiani.  We spoke for about 30 minutes about sales processes and training for success. 

   Sales Process To Sales Success || Interview With Robert Jolles – YouTube

If you want to read some “Life Lessons” I was able to share in a recent interview, you’ll find them here:  https://worldclassperformer.com/short-life-lessons-from-robert-jolles/

I had the pleasure of appearing on Robert Miller’s, Follow Your Dream Podcast and thoroughly enjoyed the discussion.  We go way back in this conversation to my first memories of performance… at age four!  I’m sure you’ll enjoy it!  https://follow-your-dream.simplecast.com/episodes/rob-jolles-superstar-salesman

I took another spin on, “The Abundant Accountant” podcast, and talked about a number of issues including  why sales training so often fails found here:  https://theabundantaccountant.com/episode-101-why-sales-training-for-accountants-and-tax-firm-owners-fails-and-how-to-avoid-it-with-rob-jolles

I also mixed it up with a wonderful podcaster, Terry McDougall on her Marketing Mambo show.  As she puts it, we “Cha-cha-chatted!”  If you want to hear sales and marketing go toe-to-toe, you’ll enjoy this show. https://www.buzzsprout.com/1569061/8172686-the-art-of-influence-in-sales-and-marketing-with-rob-jolles

I recently did a podcast with a wonderful, new, and up-and-coming star named Jahmaal Marshall.  His podcast is called, “Listen Then Speak.”  I’ve done a lot of podcasts, but we got into topics I rarely talk about, and I’m quite sure you’ll enjoy the show!  https://podcasts.apple.com/us/podcast/listen-then-speak/id1550684472

I’ve appeared on the “Small Business Advocate Show” with Jim Blasingame for almost 20 years now, and you’ll find dozens of our conversations on his website.  We just sat down a few weeks ago for a great conversation about selling fundamentals and the strategic use of stories.  Here’s a link to over 100 interviews done over the years, including my most recent interview that explores our many behaviors we display that are based more on a default mechanism than actual logic. https://www.smallbusinessadvocate.com/small-business-experts/rob-jolles-134

We posted a video series on delivering amazing online presentations with my friend, Jeremy Webb.  We go over some great stuff including:

• How to Select the Best Equipment for Online Presentations
• Pro Tips for Sustaining Interest in Online Presentations
• How to Look Like a Pro!
• Public Speaking Anxiety Tip
• Virtual Office Setup for Online Presentations

You’ll find the whole playlist here: https://www.youtube.com/playlist?list=PLRO7BsBDl6oL-6ZPW3O01x-g5PiR38ljL

I was recently interviewed on the “Salesman Podcast,” which was a lot of fun. If you’re looking to Change Minds, check out this podcast: https://www.salesman.org/the-simple-step-by-step-process-to-influence-anyone-with-rob-jolles/

I loved talking about the book, Why People Don’t Believe You on a podcast that I’m sure you’ll like called Onward Nation: https://predictiveroi.com/podcasts/rob-jolles/

After 30+ years as a professional speaker and trainer, one of the most common questions I get is this: “How do we make sure the training sticks?”  Take a moment and listen to this podcast; “SalesChats” with John Golden.  If you want to know why most training fails, listen up! https://www.youtube.com/watch?v=KR3dDOlTK7U&list=FLxBXKhqz0xBwbUPMqNthAJA&index=2&t=1293s