How To Tell If Your Customer Is Lying?

Guest post by: Tom Reilly
Become an Author

Free PDF Download
How To Avoid Discouragement in Sales - By Tom Reilly

There is no nice way to say this, some customers lie. There, I’ve said it. The plain unvarnished truth—no sugar coating. Not all customers, just some. And these lies cover a broad range of topics: delivery time frames, buying authority, competitive information, and mostly price. Wouldn’t it be great to have a lie-detector on a sales call? Maybe customers would appreciate that too for some salespeople.

Recently, at the American Psychiatric Association Annual Meeting, Dr. Alan Hirsch and a research assistant presented a paper on detecting mendacity—spotting a lie, for the rest of us. They identified twenty-seven verbal and nonverbal signs that indicate a speaker is lying. The scientific background for this work includes over sixty journal references and twenty textbook references—solid enough for me.

When I read the news report, I contacted Dr. Hirsch and received a copy of his research report. I also urged him to turn this into a book. I could see the endless possibilities for salespeople.
Dr. Hirsch categorized these signals into two categories: verbal and nonverbal signs.

The verbal signs of lying include:
§ Qualifiers/modifiers: not necessarily, but, however, almost, generally, basically.
§ Denials of lying: frankly, obviously, to be 100% honest with you, as far as I know.
§ Speech errors: this is the old Freudian slip, changing your thoughts and details mid-stream.
§ Pause-fillers: filling empty spaces with um, er, ah, uh.
§ Stuttering: a liar gets tongue-tied, runs words together, stammers and slurs his speech.

The nonverbal signs of lying include:
§ Less finger pointing,
§ Lip licking,
§ Lip puckering/tightening of lips,
§ Increased drinking and swallowing,
§ Fewer hand gestures,
§ Hand-to-face grooming,
§ Sighs/deep breaths,
§ Hand and shoulder shrugs,
§ Handling objects,
§ Looking away to the side or down,
§ Touching nose,
§ Crossing arms,
§ Closing hands into fists.

The researchers caution against making quick judgments based on one nonverbal sign. Several used by the speaker raises one’s skepticism about the veracity of the speaker’s message.

Body Language of Lying

When Customers Lie – Don’t be Lead Astray

Customer Body Language: What to Look for

It Turned Horribly Wrong

Lying as a Form of Control

Are You a Customer Opportunity Spotter

The Sun Always Come Up in the Morning

Lying on a Nail

Are Your Employees Really Telling You the Truth: 3 Ways to Tell?

Truth - Sales and Marketing Training

Success Stories Boost Branding

Internet Marketing Isn’t Complicated. We Are.

Publicity -- What Do You Do When PR Goes Horribly Wrong?

Howling Dog

When Is It Okay To Lie To Make A Sale?

Selling HRMS Software and HRIS Systems is Hard! Pt. 2

Eye Contact

Lesson #3: Customer Satisfaction Means Your Satisfaction

The Three Components Of A Successful Sales Letter

Give an Unreasonable Guarantee

Home > Sales > Tom Reilly > How To Tell If Your Customer Is Lying > Google +

Free PDF Download
How To Avoid Discouragement in Sales - By Tom Reilly

About the Author: Tom Reilly

RSS for Tom's articles - Visit Tom's website
Tom Reilly is celebrating twenty-five years as a professional speaker and author. He is the president of Tom Reilly Training—a company that specializes in training salespeople and their managers. His client list includes Fortune 500 companies as well as small companies in all major industries. In addition to television and radio appearances, Tom makes live audience presentations more than one hundred days per year. He has written twelve business and self-help books and over three hundred articles that have appeared in business publications, trade journals, and newspapers throughout the United States and Canada. In addition to his books and articles, Tom has written and produced forty audio cassette programs, a Value-Added Selling compact disc set and produced a video learning series at the PBS affiliate in St. Louis. He has started two successful businesses. Tom has a B.A. and M.A. in Psychology but quickly adds he is a salesman first and foremost. Tom has a several websites, writes for many trade publications, and publishes a monthly e-zine.
Click here to visit Tom's website.

More from Tom Reilly
Selling As Art Not Science
What is a fair price Dont let guilt get in the way
How To Avoid Discouragement in Sales
Are You a Great Manager
How To Tell If Your Customer Is Lying

Share this article. Fund someone's dream.

Share this post and you'll help support entrepreneurs in Africa through our partnership with Kiva. Over $50,000 raised and counting - Please keep sharing! Learn more.

How To Tell If Your Customer Is Lying?

Related Articles

Related Forum Posts

Share this article. Fund someone's dream.


Name:
Email: