Customers say “Is this a scam” for a reason. Here is what usually sits behind it, how to respond and what to avoid.
The customer is protecting themselves, and often has good reason: scam calls are common and usually pushy. Defensiveness will confirm their fear. They need to be able to verify you independently, without relying on what you say. Offering a way to check who you are, and not asking for anything on this call, is the strongest answer.
Typical in: Insurance and finance, Telecom and energy, Retail and e-commerce, Contact centre and customer service
Pick the framework that fits the customer. The wording is an example direction, not a script: say it in your own words.
Show you heard it, then ask an open question before you respond.
“Good that you ask, there are a lot of dishonest calls around. I am calling from [company], about [reason]. I will not ask for any payment or personal details on this call. If you prefer, hang up and call us back on our official number.”
Offer an example, a reference or a sample the customer can check. Never an invented figure.
“You do not have to take my word. Please look up our company’s official contact details yourself and ring them to confirm that I work here. I am happy to wait, or to call back after you have checked.”
End politely and leave the door open. A respectful no can still be a good call.
“Of course. If you are not comfortable, we can stop here, and I will not call you again about this. If you change your mind, you can contact us through our official website. Thank you for your time.”
After your response, ask:
What would you need to see or check to feel comfortable that this is a genuine call?
Avoid: Of course it’s not a scam, would I be calling you if it were?
It is the answer a scammer would give, and it is mildly insulting. It gives them nothing to check and keeps all of the doubt.
Reading is not the same as saying it. Talk to an AI customer who raises this kind of objection and see in the report which sentence helped.
Practise this objectionThe customer is protecting themselves, and often has good reason: scam calls are common and usually pushy. Defensiveness will confirm their fear. They need to be able to verify you independently, without relying on what you say. Offering a way to check who you are, and not asking for anything on this call, is the strongest answer.
Acknowledge, then ask: “Good that you ask, there are a lot of dishonest calls around. I am calling from [company], about [reason]. I will not ask for any payment or personal details on this call. If you prefer, hang up and call us back on our official number.” Offer proof: “You do not have to take my word. Please look up our company’s official contact details yourself and ring them to confirm that I work here. I am happy to wait, or to call back after you have checked.” Exit gracefully: “Of course. If you are not comfortable, we can stop here, and I will not call you again about this. If you change your mind, you can contact us through our official website. Thank you for your time.”
What would you need to see or check to feel comfortable that this is a genuine call?
Avoid “Of course it’s not a scam, would I be calling you if it were?” It is the answer a scammer would give, and it is mildly insulting. It gives them nothing to check and keeps all of the doubt.
Educational conversation training. It is not legal or financial advice and it promises no results. Always follow your company’s rules, the terms of the product and a customer’s clear no.