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Inspiration

Why lie?

ost merchant level salespeople (MLSs) know visit or call. Alternatively, a rep might avoid a minor topic
the value of being honest with merchants and because the MLS knows it would upset the prospect and
building long-term, mutually beneficial rela- lead to a lost sale.
M tionships. And on any given day, when sales
reps initiate in-person or telephone sales calls, they typi- Avoid the slippery slope
cally don't consciously intend to lie or deceive. Sometimes, The distinction here, and perhaps in all forms of lies,
however, MLSs can become dishonest in the heat of the is whose best interests does the rep have at heart? This
moment without realizing their statements might question should be uppermost in every MLS's
lead to immediate sales but end in irrevocable mind when speaking with current and
damage. prospective merchant customers. If you
tell a white lie to brighten a favorite
"It's not OK for sales reps to lie, merchant's mood on a wintry day
even a little," Paul H. Green wrote or if you clarify aspects of a deal
in Good Selling! SM: The Basics. in increments rather than all
"This extends to exaggerating, at once to make it easier for a
omitting key information and merchant to comprehend,
expressing wishful thinking it appears you have that
as fact. It's better to establish individual's needs at heart.
trust and risk losing one
particular sale than to lie to On the other hand, if an
a customer and risk losing agent guarantees that a
that prospect forever ‒ merchant will receive
and anyone he or she may 24/7/365 support, knowing
talk to." full well what this really
All lies aren't equal means, in practice, is
that it's possible to leave
There are many types of voicemail messages at an
lies. They can range from 800 number anytime, but
personal, flattering white the wait for a return call
lies to minor omissions and is typically 48 hours; this
exaggerations to significant serves only the agent's interest
and pathological distortions in making a sale; it cannot be
of facts and omissions of vital construed in any way as having
truths. White lies typically do not the merchant's best interests at
do anyone harm; pathological distor- heart.
tions and glaring omissions are basi-
cally indefensible. Many people are drawn to the payments
industry because they know the residual
Many consider minor exaggerations and omissions to income it provides can be a path toward realizing their
be in more of a gray area, and this is one place where MLSs fondest financial and personal dreams. But unless helping
should tread carefully, indeed, because there are critical merchants reach their goals is central to an MLS's mission,
distinctions to be made. residual streams will run dry, and visions of success and
prosperity will be only a distant memory.
An MLS may, for example, fail to bring up a minor matter
pertaining to a merchant's contract because the MLS has
determined the prospect has already absorbed all the
information he or she possibly can for the time being. Before
exiting or ending the call, the agent would let the merchant
know there are a few more details to discuss in a follow-up Kate Gillespie, President and CEO

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