The ‘Know-It-All’ is the prospect that calls your business and can’t wait to tell you everything they know about your services, the new products coming on the market, etc. They have done their homework and consider themselves experts in many topics (whether they are is another story…). They can certainly be one of the tougher callers to handle, so be ready. But handled correctly, they can also become one of your best clients.
Many years ago, there were far fewer Know-It-Alls in the world. The Internet didn’t exist, which made it hard to be a Know-It-All; so people relied on the experts to explain things to them during their phone and in-person consultations.
However, now that two-thirds of American adults have smartphones (according to the Pew Research Center) and troves of information are just a few clicks away, there are more Know-It-Alls today than ever before. In fact, according to Harvard Business Review, 60% of people know all about you by the time they contact you!
In reality, Know-It-Alls are actually quite easy to convert to paying customers if you have the right frame of mind when taking their calls. Put yourself in their shoes for a minute: If you had spent the time to research something and wanted to share what you discovered, chances are you really want the person on the other end of the line to listen first, and comment second.
That’s why the golden rule in speaking with a Know-It-All is: Be a great listener.
Know-It-Alls need to be heard, so let them speak first. Then follow these 6 simple steps and you will have a great chance of converting the Know-It-All into a raving fan of your business:
Keep in mind that you don’t need to tell Know-It-Alls they are right about everything. If a Know-It-All makes a statement that is incorrect, it is certainly your job to correct them. However, it’s really the manner in which you correct the Know-It-All that is most important.
The key to handling phone calls from Know-It-Alls is keeping your composure. They will test you at times, so stay calm and just follow the strategy. While some members of your organization may feel the need to flex their intellectual muscle on calls with Know-It-Alls, we strongly recommend against that. If you have team members who don’t take kindly to other people’s strong opinions, train them well to deal with Know-It-Alls, or avoid having them interact with them entirely.