Archive for Sales

Building Vital Credibility with Prospects and Clients – Part One

Brian Williams

These days, credibility is often in short supply.  NBC’s Brian Williams’ standing with viewers took a big hit when it was revealed that, despite his earlier claim, the helicopter he was riding in didn’t take one from an RPG.  We have all become too accustomed to learning that something we’ve heard from someone we trusted just isn’t true.

Research by Duke University behavioral economist Dan Ariely found that many people are willing to fib for their own benefit– but just a little.  And when people we believe in tell us less than the whole truth, it’s not always an attempt to maliciously deceive.  An NBC staffer, responding to questions about Brian Williams, told The Washington Post, “He’s a

Warren Buffet 2great storyteller. But sometimes storytellers embellish.” But, as the Williams case illustrates, the habit of stretching the truth a bit too far can devastate your reputation. As legendary investor Warren Buffet put it,

It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.

A good name as a trustworthy, expert professional is one of the most valuable assets you can have.

Years of research in persuasion psychology explained by eminent social psychologist Dr. Elliot Aronson reveals that to effectively persuade others, you must be viewed as both expert in the subject and trustworthy.   Salespeople, attorneys and marketers may know their facts, but unless their audience trusts them they will have a hard time winning over clients, consumers or juries.Presenting

People hear so many stories about swindlers and their scams that a straight shooter who knows what they’re talking about is truly refreshing.  People seek to do business with someone like that.  How can professionals – salespeople, marketers, and attorneys whose professions are sometimes viewed skeptically by the public – build and keep vital good reputations? And how can they assure that clients, juries and audiences recognize them as the credible sources they are?

The most important factor

AvisSocrates said, “The way to gain a good reputation is to endeavor to be what you desire to appear.” So, when DDB copywriter Paula Green came up with the iconic “We Try Harder” tagline for Avis Rent-a-Car, the agency explained to Avis executives that they had to live up to what they were telling consumers.  Avis employees really had to try harder and give customers what they wanted. They did.  Advertising Age relates:

It was a huge success for Avis. In a matter of a single year, that campaign reversed the company’s fortunes, helping it to go from losing $3.2 million to turning a profit of $1.2 million for the first time in 13 years.


Although this campaign is often cited as an example of great advertising, it is also a case study in the benefits of making consumers a promise – and then keeping it.  Making exaggerated claims for products and services is common.  It can result in short-term success.  But there are few better ways to ruin your good name than promising things you do not deliver.

Should you ever lie to clients?

No.  True, lying can help you make a sale.  But once your customer realizes that you’ve lied you will lose credibility, and they’ll often tell others.  Even if lying works in the short run, once the lie is discovered your ability to persuade will nosedive.  And if the falsehood was about something significant, you will lose a customer and may well make a vocal enemy.

1896 Toyota CorollaDeceiving people may injure them.  Years ago, during my 25 year sales career, I went to a well-known dealer and found what I thought was a great deal on a new car.  Left over from the previous model year, it had less than 80 miles on the odometer.  The salesman offered me a full 1/3 off the sticker price.  When he told me the car was brand new and had only been used as a demo, I asked, “Why are you giving me so much money off?” “We have to clear the lot for a new shipment,” he explained, “the boss said to do whatever it takes to sell these cars now.”

I bought that car because it had a great reliability rating, a full warranty and a terrific price.  It sounded too good to be true.  It was.  The manufacturer was dumping them.  Its high crash-test rating turned out to be for frontal impacts only.  My new car lacked reinforced doors, which a new Federal law mandated.  And when a speeding full-size SUV broadsided me, I quickly learned the truth.

My 1986 CorollaI suffered 6 broken bones and a ruptured spleen.  I nearly died in the emergency room.  And none of it had to happen.  If the salesman had told me the truth I would not have bought that car.  But, because his candor would have built trust and credibility, I would likely have bought another, more expensive model from him.  My injuries have healed, but as research predicted, my feelings about that dealership have not.

I have told many people, including their competitor, about my bad experience.

Manufacturing Credibility

Scientific research shows that even someone who has lost the trust of their audience can regain it.  Studies also reveal how to effectively deal with weaknesses in your product or argument, tell the truth, and still make the sale.  Watch for Part Two of this series.

Larry Rondeau’s marketing campaigns have achieved ROI of 16.5 to 1. The psychology-based sales techniques he teaches have improved sales closing rates by as much as 83%.  If you’d like to discuss an opportunity in marketing, sales, training or copy/content writing please email him at






Rejection – the Road to Lasting Agreement?

No one likes rejectionunless they recognize that, used correctly, it can lead to agreements that stick.  Researchers like renowned influence expert Dr. Robert Cialdini found that this truth stood out in many controlled scientific studies.  One example was an experiment where Cialdini tried to encourage college students to volunteer to help troubled youth.

In this study, Dr. Cialdini wanted to see how to best get undergraduates to both Zoo-kidsagree and follow through to chaperone a group of troubled young people on a trip to the zoo.

  • A Direct Request group was straightforwardly asked to participate.  Only 17% agreed.
  • Testing the Rejection-then-Retreat technique, researchers requested that members of a second group agree to spend 2 hours/week every week for a minimum of 2 years acting as counselors for troubled youth. As expected, all refused.
  • As a concession, students in that group were told, “If you can’t help as counselors, we need chaperones for an upcoming trip to the zoo.”  Now 50% agreed, an increase of 294% over the group given a Direct Request.

How many actually showed up (and did not cancel or become a “no show” for the trip)?

  • Direct Request Group:                 50%
  • Rejection-then-Retreat Group:     85%

The Rejection-then-Retreat technique nearly tripled agreements and increased the participation rate by 70%.

Is this ethical?  

The Rejection-then-Retreat technique is derived from the Reciprocity Principle.This principle, which emerged from years of research, describes a fact of human nature.  It’s hard-wired into our brains. The ethics of using this principle hinge on how we use it.  It can be employed in ways that help others or take unfair advantage of them.  The choice is ours.  Those that want to enjoy the many benefits a good reputation brings will use the Reciprocity Principle in ways that work for the good of their customers, employees and community.

How Does it Work?

For the purpose of this discussion the key research-proven points on the Reciprocity Principle include:

  • People automatically feel obligated to repay in kind what others have given them
  • Recipients will often pay back more than they received
  • The need to reciprocate is universal, motivating the majority in every culture examined

Thus, in Dr. Cialdini’s experiment, when students in the Rejection-then-RetreatYes love group refused his large request they did something most people don’t like to do – they said NO.  This influence expert refers to occasions when others tell us NO as “Moments of Influence.”  When we have to say NO it makes most of us uncomfortable.  We look to relieve our “cognitive dissonance” by saying YES to something else.

As a result, when Cialdini or his assistant responded to their refusal with a smaller request, fully 50% of the Rejection-then-Retreat group agreed to it.  And since the researcher had made a concession to them, nearly all (85%) felt obligated to follow through and show up to chaperone the trip.


Women-younger+olderAs a salesperson, do you seek to close more sales and reduce cancellations?  The Rejection-then-Retreat strategy may be the perfect way to accomplish these goals.

Rather than being quick to offer a price concession, persist in first showing prospects how your product provides excellent value.  Help customers see why your standard offer is a good one.  Consumer research shows that a higher price is considered a hallmark of a superior product.  Initially holding to it reinforces its value.

If prospects will not buy without a lower price then and only then offer to Women sales agreementsee if you can give them a discount.  If they agree to let you check, they will feel obligated to wait a reasonable time for you to return with an answer.  If you come back with a lower price, your willingness to compromise makes them feel obligated to make a concession of their own.  If you’ve established credibility along with good customer rapport and your discount seems reasonable, frequently the concession they make will be to accept your offer and buy.

Research has also found that the payback often exceeds the gift.  Thus, as Dr. Cialdini’s study found, not only will more people accept your lesser request, but more will feel obligated to follow through.

Salespeople, executives seeking cooperation and those recruiting volunteers to help good causes can benefit greatly from mastering the Rejection-then-Retreat technique.  If done ethically, asking people to agree to things that will truly benefit them and others, it can be a valuable tool that improves the lives of all involved.