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Can You Sell Without Lying?

12:30 PM Monday August 10, 2009
by Clif Reichard

A lot of managers believe that in sales, you can't be completely honest and still be successful. Are they right?

I'll try to give you a completely honest answer. But first, consider how this pervasive belief has colored corporate activity for decades and decades. As Theodore Levitt put it in one of Harvard Business Review's best known and most quoted articles: "Selling concerns itself with the tricks and techniques of getting people to exchange their cash for your product. It is not concerned with the values that the exchange is all about."

Sales, he said in the 1960 article "Marketing Myopia," "does not...view the entire business process as consisting of a tightly integrated effort to discover, create, arouse, and satisfy customer needs. The customer is somebody 'out there' who, with proper cunning, can be separated from his or her loose change."

If managers, like Levitt, view trickery and cunning as part of the sales landscape, it's not too far down the slippery slope for them to assume that a little BS is OK in the company's overall sales strategy.

Recognizing that there is something ugly about this approach, managers sometimes choose not to peer too deeply into their firms' top-line activities lest they themselves be tied to questionable activities. They therefore allow oversight of sales activities to be a bit lax. And salespeople take that laxity, along with managers' relentless focus on making the numbers, as tacit permission to fudge the truth. We've all had experience with the results of that vicious cycle — salespeople in the auto showroom or at the mattress discounter who clearly couldn't care less about customer satisfaction.

But the basic premise behind all this is false. Complete honesty in sales and success aren't mutually exclusive. In fact, if you've gained your success with even a little bit of dishonesty, it's not really success. Be straight with the customer. Let him or her see both the upside and the downside to using your products.

If you're a manager, remember that your words and behaviors — as well as what you don't say and don't do — send a clear message to us in sales about how we should sell and how truthful we should be. If you take your top-line responsibilities seriously and encourage ethical selling, we'll be honest with customers and trust them to make the best choices for themselves — and to trust that those choices will benefit the company. Ethics needs to be the highest priority in selling, to protect the company's reputation; attracting and keeping customers comes second; and profit comes third.

But if you delegate your top-line responsibilities or avoid delving too deeply into them, we'll get the message, and we'll start honing our crafty manipulations and wily deceits.

 

 Top Comment : Nitin M Aras   | 24 Sep 2009 12:09 PM +0000
It is really difficult for a material selling. You can do this only in education sector by teaching others, where no chance of lying.
 
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21 comments on "Can You Sell Without Lying?"
  Commented by  Manish Grover    | 08 Feb 2010 10:10 AM +0000
Yes I can.
  Commented by  Makrand Bhave    | 08 Feb 2010 09:52 AM +0000
Rating : +1 
More than lying, I am worried about the commitment. Sales people tend ot OVER COMMIT and OVER DELIVER just to get that order to complete the target and thats where things go haywire. Lying is subjective. It may get you some success but not all the time. Lying is not mandatory!!

it doesnt depend on product, category or even the vertical, it depends purely on the situation that a sales guy finds him / her in and nned of the hour is to get out of it... Thats when the mind does an overdrive!! Very nice though provoking article, wonder how I missed it... 
  Commented by  Priya Varadan    | 08 Feb 2010 09:40 AM +0000
there will be a catch somewhere, awareness can only help, the more agressive marketing, more u need to b careful 
  Commented by  Arun    | 08 Feb 2010 07:19 AM +0000
I would say it would depend on the product. If your product is the one of the best in the market and if you know well about your product, I don't think there is any need for lying  to sell the product. But on the other hand, the product is still in the nascent stage and if the order is really necessary for the company, we can see the sales manager claiming that the product does and supports things which are not at all possible. It is a different thing that if they get that order then, it would be very difficult to satisfy the client as they would have to develop and test features which they have claimed are present.

We can usually see the sales managers lying when they have to close a deal which is really important, either it being a big ticket deal or it being extremely necessary to meet their target. 

And yes, it is not ethical, but as long as the company benefits from this, I don't think there are many company bosses who will mind it.
  Commented by  prashanthlamba    | 24 Jan 2010 05:41 AM +0000
As far as the sales person has good knowledge about his product then there is no need to lie to sell is product.
  Commented by  Sreenivas Dogiparthy    | 24 Jan 2010 03:59 AM +0000
So long as the Sales staff has enough knowledge about their domain and products they are selling, no need of lying. Proper selling strategies are important for every sales person. When we say strategy means, discuss only whatever is necessary. Hiding something doesn't mean lying but it is a strategy.

I believe successful sales man will have better studies the client before he approach them. So no need to lie any where except highlighting on the issues of interest to the client.
  Commented by  Anthony G.    | 19 Oct 2009 05:33 PM +0000
Dramatization and hype are the key aspects of marketing/selling which is basically synonymous. 
Unless your product is over hyped, and pitched a meter beyond its capabilities, you are sure
to loose out on competition.
Do you really believe that the bar of soap can turn your clothes squeaky clean, or for that matter,
the mosquito repellent, work to the tee as expected?
That's selling with lying with a straight face :) 
  Commented by  dilip gour    | 19 Oct 2009 12:44 PM +0000
it is sometime important to lie becoz there are so many people who are not ready to accept the truth or fact,,,,, normally these people expect something big for a low prise,,, due to this mental block of people some salesman take undue benefit,,, we know nothing in this world is free...still we always keep searching for such things...
but, if we understand the product value n money value than we may possibly get a better deal n even its very difficult for sales person to fool with a intellegent customer... 
to customer a sales person says " u r the king" but in his mind he is always the king....this vary from people to people.... but normally it goes this way....
  Commented by  Shailesh Vadalkar    | 19 Oct 2009 11:22 AM +0000
Selling is necessarily about creating needs,matching needs of customers not necessarily you need lying.Infact it is very short term objective.If above criterias are not match customer may not consider your product from long term perspective.The likly chances of him doing bad by mounth publicity than good once he realised that he is conned will damage all potential prospects of product.Hence not advisable.
  Commented by  Resmi Maxim    | 19 Oct 2009 06:27 AM +0000
Charles has put it right. Salesmen are the representatives of the Company and they talk for and on behalf of the Company. Transparency assumes much importance in selling!  
  Commented by  ajay sharma    | 19 Oct 2009 05:39 AM +0000
can you make egg bhurji without frying ................
  Commented by  gurminder dhir    | 19 Oct 2009 04:40 AM +0000
With so much competition around and information available , you will be able to sell your products by lying only few times but you are not going to get repeat orders , because there is a fair chance that your lie will get exposed over a period of time.

Hence if you want repeat orders and loyal customers then Honesty is the best policy.
  Commented by  Ramdas Pawar    | 03 Oct 2009 07:45 AM +0000
It depends on the quality of the product and your selling skills. If the product quality is good and the consumer is really in need of it. We need not lie. Also, if we have good selling skills and good convincing powers, lying is not necessary. We lie only when we want to hide something. In sales, we lie when we want to hide the negative parts of the product....
  Commented by  amit tripathi    | 02 Oct 2009 06:09 PM +0000
you may use lie to sell initially but then you will never be able to sustain it...so its always recommended that you build your base on truth.No wonder why the top companies take utmost care and spend millions to ensure ethics in their practices!!!
  Commented by  Mohammadarif.A.Shaikh    | 02 Oct 2009 04:01 AM +0000
Selling without lying is good because in this you are not cheating any one and the person have trust on you.
  Commented by  Ramakrishna Perumal    | 30 Sep 2009 08:18 AM +0000
Selling without lying is good for business in long run because even though the sales is less than the competitor who sells by lying, people will have bad experience with the products sold by lying sales person and eventually shift to the product who is not lying. 
  Commented by  Suvrajit Gangopadhyay    | 27 Sep 2009 04:50 AM +0000
Rating : +1 
Marketing can't be fully ethical. Even if i know my product is good still i have to be aggressive & a bit unethical because there is a lot of competition in the market & all brands being equally good. So in the initial stages i don't consider aggressive marketing to be a bad ploy.  
  Commented by  Charles davison    | 26 Sep 2009 07:16 AM +0000
Rating : +1 
If the product is of value and a good product , your approach is straight.the product will sell.All you need is the perseverence and persuavasive gift in you to convince the person of the need to buy the product.

Lying will sell first then customer feedback /advt will close the company next
  Commented by  shersks    | 24 Sep 2009 07:22 PM +0000
This is not ethical, but the marketing business ethics might list this. Still, ''You can sell without lying!!"
  Commented by  Viktor Stephen    | 24 Sep 2009 12:23 PM +0000
Rating : +1 
Thought provoking article, thanks for the referral. I do, however believe that it may be possible to sell without lying. 
  Commented by  Nitin M Aras    | 24 Sep 2009 12:09 PM +0000
Rating : +1 
It is really difficult for a material selling. You can do this only in education sector by teaching others, where no chance of lying.
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