over telephone/email
How can you tell if someone is not being honest if their presence is not physically there.
I think people will appreciate that you take them at their word whether you believe it to be true or not. Acting with integrity, always, will give the receiving party confidence in you. Trust in a sales relationship is essential.
This can prove to be very difficult, I would pay attention to the tone that they have with you on the phone. Sometimes, the tone can be there but they still are not engaged. I usually can tell when they stop asking questions or stop giving objections. Remember, objections are actually buying signs, they are not saying that they are not interested in going to school. They are saying that they percieve a challenge that they have in their life that they need a solution to in order to be successful.
They are actually looking for a solution to their percived challenge.
Example: "I do not have the time to go to school because I have a full time job and three kids."
Here is a good place to clarify the objection using empathy.
"I hear what you are saying. It can be challenging with all that we have on our plates these days to find time to fit school into that equation." Is that what I heard you say?
I get more concerned when objections stop and I hear things like: Uh-huh, yeah, okay etc. This tells me that they are looking at their watch or a clock on the wall and are no longer interested in having a conversation.
Does anyone else see this in their conversations?
How do you get them re-engaged and move the conversation back into something that you have a chance to address?
This is an interesting question and you raise a great point, Kimberly. If the student has reached out to me, personally, I'm not sure that I would wonder if the student is being truthful or not. My guess is that the student is interested in learning more but may not be completely comfortable sharing specific information about themselves.
A person who isn't being very up-front or honest over the phone may have a shaky tone, or may pause at their answers...You normally can tell by asking inquisitve questions, and seeing how they react to them. By gauging your answers, you have a better shot at proving whatever it is they're seeking from you. Remember, most times it is the student calling YOU, and not the other way around.
