Imagine this: you have a rockstar salesperson who brings in big business. You’re blown away by their performance and uncanny ability to persuade customers of add-ons or upsales, and it’s got you thinking seriously about bringing on another powerhouse who can rake in even more cash.
But then you begin to hear disturbing rumors among your staff, and before you know it, that very same scary scuttlebutt is validated by angry customer complaints; people who are furious that they’ve paid way more than necessary. Suddenly, you realize what’s been going on right under your nose, and you’re not prepared to deal with the stench.
7 Steps to Regain Trust When Salespeople Deceive Customers
For small business owners, a top-performing salesperson often feels like a blessing. They close deals, hit ambitious targets, and drive revenue. But what happens when that rainmaker turns rogue, intentionally upselling customers on products or services they don’t truly need, just to fatten their commission?
The fallout can be swift and damaging: customer complaints, lost trust, and potential reputational harm. If you’ve discovered this behavior within your business, don’t panic—but do act decisively.
1. Investigate Before You Accuse
As tempting as it is to react immediately, start by gathering facts. Review transaction records, customer complaints, and sales scripts or recordings (if available). Speak privately with a few affected customers to verify patterns.
You’ll need a clear understanding of whether this was a one-off lapse in judgment or a systemic issue driven by incentives, lack of oversight, or toxic sales culture.
2. Talk to the Salesperson—Candidly and Compassionately
Once you’ve reviewed the evidence, schedule a confidential conversation with the salesperson in question. Give them a chance to explain. Was this behavior driven by pressure to meet quotas? Did they misunderstand the product’s value?
While deception is never excusable, understanding motivations can help you decide the appropriate consequence, whether it’s coaching, probation, commission restructuring, or termination.
3. Own Up to Customers and Make It Right
If customers were sold unnecessary add-ons or services, they deserve honesty and remedies. Reach out individually to apologize. Offer refunds or replacements where appropriate. Most importantly, reassure them that corrective action is being taken to prevent future issues.
Transparency won’t erase the mistake, but it can rebuild trust and distinguish your business as one that holds itself accountable.
4. Reevaluate Sales Incentives
Commission structures that reward only high-ticket sales can breed short-term thinking and even unethical behavior. Consider revising your incentive model to reward:
- Customer satisfaction scores
- Repeat business or long-term retention
- Cross-team collaboration and accuracy of recommendations
And keep this in mind: when integrity becomes as valuable as revenue, behavior tends to follow.
5. Retrain Your Team on Ethical Selling
Use the incident as a teachable moment. Host a company-wide refresher on values, ethical selling, and the long-term importance of customer trust. Reestablish that upselling is only acceptable when it genuinely enhances the customer’s experience.
Share real examples—an upsell gone wrong vs. an upsell that provided clear value—and encourage open dialogue.
6. Put Safeguards in Place
Preventative systems protect your business moving forward. These might include:
- Customer feedback surveys triggered post-purchase
- Sales audits conducted monthly or quarterly
- Anonymous reporting channels for team members who witness ethical breaches
Even simple changes—like requiring managerial review for unusually high-value sales—can deter problematic behavior.
7. Reflect on Culture and Leadership
Deceptive sales tactics don’t exist in a vacuum. Consider whether your internal messaging emphasizes performance over people, or speed over service. Culture starts at the top—your values as a leader echo across your team.
If necessary, realign your messaging to prioritize relationships, integrity, and long-term growth over short-term spikes.
What We’ve Learned
Discovering dishonest behavior from your top salesperson is frustrating, especially when you thought they were setting the standard, not breaking it. But handled thoughtfully, this can be a turning point for your business: a chance to recommit to ethical practices, reinforce your values, and prove to customers that your company does the right thing even when it’s hard.
Your reputation isn’t built on being perfect. It’s built on how you respond when things go wrong.
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You can call us for your free appointment at 480-636-1720, or, if you prefer, send us an email. You can also visit us at Waters Business Consulting Group to learn more about us and the services we offer.
