“Wait… How Do You Know That?”
When Prospects Know More Than You, and What SELLability Teaches About It
Let’s start with a moment every salesperson dreads.
You’re mid-conversation.
You’re explaining your product or service.
And the prospect says something like:
“Yeah, I read that online last night.”
Or worse…
“Actually, the newer version doesn’t do it that way anymore.”
Cue the internal panic.
If you’ve ever felt like your prospect knew more about your product or service than you did, even for a split second, you are not alone.
But in SELLability, this moment isn’t a failure.
It’s a signal.
Welcome to the Age of the Over-Prepared Prospect
Today’s buyers do homework.
They:
- Watch YouTube reviews
- Read Reddit threads
- Compare competitors
- Scan FAQs
- Read customer complaints (yes, those too)
By the time they talk to you, they often know:
- Basic features
- Price ranges
- Alternatives
- Talking points from marketing
So when they show up informed, good salespeople doesn’t say, “Oh no…”
They say, “Good. Now we can sell properly.”
The Real Problem Isn’t That They Know More
It’s When You Pretend to Know More
Here’s where salespeople get into trouble.
Instead of staying calm, they:
- Over-explain
- Talk faster
- Dodge questions
- Argue details
- Pretend to know something they don’t
SELLability is very clear on this:
Pretending to know destroys certainty faster than admitting you don’t.
Prospects don’t expect perfection.
They expect honesty, clarity, and leadership.
Why This Moment Feels So Uncomfortable
This discomfort usually comes from one belief:
“If I don’t know everything, I lose credibility.”
SELLability flips that belief on its head.
Credibility comes from how you handle uncertainty, not from avoiding it.
In fact, the way you respond when a prospect knows something you don’t is often the moment they decide whether to trust you.
SELLability Rule: Expertise Is Not Recitation
SELLability doesn’t define expertise as:
- Memorizing specs
- Winning trivia contests
- Knowing every obscure detail
It defines expertise as:
- Understanding the core value
- Explaining concepts clearly
- Guiding decision-making
- Knowing where to get answers
- Staying in control of the process
A prospect knowing a fact doesn’t remove your authority, unless you let it.
The Power Move Most Salespeople Miss
Here’s what high-level SELLability professionals do instead:
They say things like:
- “You’re right, and that’s a great example of why this matters.”
- “That’s a good point. Let’s look at how that affects your situation.”
- “I’m glad you did your homework. Let me put that into context for you.”
Notice what they don’t do:
- Get defensive
- Compete for knowledge
- Lose control of the conversation
They reframe knowledge into guidance.
Remember: Information ≠ Leadership
Prospects can Google information.
What they can’t Google is:
- What applies to their situation
- What matters most
- What to prioritize
- What decision makes sense for them
That’s your job.
SELLability teaches that:
Salespeople don’t win by knowing more facts.
They win by creating clarity.
How to Stay in Control When This Happens
When a prospect knows more about a specific detail than you do, try this SELLability sequence:
- Acknowledge
“That’s a great observation.” - Align
“You’re clearly doing your research.” - Redirect
“Let’s connect that to what you’re trying to solve.”
This keeps:
- Your confidence intact
- The conversation professional
- The process under your control
For Managers: This Is a Culture Issue, Not a Talent Issue
If prospects routinely know more than your salespeople, don’t panic.
This doesn’t mean your team is failing.
It means your training needs reinforcement.
SELLability cultures encourage:
- Asking questions
- Admitting uncertainty
- Continuous learning
- Product drills
- Certainty over ego
Because the worst culture is one where salespeople feel like they have to pretend.
Encourage and set up opportunities to be continuously learning more information about both your products and your competitors. This will help you stay up on the current specifications and information.
Final SELLability Thought
If a prospect knows more than you about your product or service, don’t feel threatened.
Feel curious.
They brought information.
You bring leadership.
Information doesn’t close sales.
Clarity does.
And clarity is exactly what SELLability trains you to deliver.
