Clarify before you answer
Ask what sits behind the objection, so you answer the real concern.
“Thank you for telling me. Who in your organisation looks after X, and what is the best way to reach them?” A role is as useful as a name.
How to respond to “You’ve got the wrong person”
Customers say “You’ve got the wrong person” for a reason. Here is what usually sits behind it, how to respond and what to avoid.
What is really behind it
An opportunity as much as a rejection: you now know this person is not the contact, and they may know who is. People often help when asked politely and briefly. A good response gets you a name or a role, and a graceful exit.
Typical in: Software and SaaS, Insurance and finance, Real estate, Telecom and energy, Professional services, Retail and e-commerce, Manufacturing and logistics, Contact centre and customer service
How to respond
Pick the framework that fits the customer. The wording is an example direction, not a script: say it in your own words.
Ask permission
Ask for a moment, a question or a next step, and accept the answer.
“May I say that you suggested I contact them? I would only do it with your permission.”
Exit gracefully
End politely and leave the door open. A respectful no can still be a good call.
“Sorry for the mistake, and thank you for your help. I will find the right person. Have a good day.”
The follow-up question
After your response, ask:
Is there someone in your team who deals with that area?
What not to say
Avoid: Are you sure? My list says it’s you.
It challenges what the person has just told you and makes them feel accused of lying.
Practise it out loud
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 objectionQuestions about this objection
What does “You’ve got the wrong person” really mean?
An opportunity as much as a rejection: you now know this person is not the contact, and they may know who is. People often help when asked politely and briefly. A good response gets you a name or a role, and a graceful exit.
How do you respond to “You’ve got the wrong person”?
Clarify before you answer: “Thank you for telling me. Who in your organisation looks after X, and what is the best way to reach them?” A role is as useful as a name. Ask permission: “May I say that you suggested I contact them? I would only do it with your permission.” Exit gracefully: “Sorry for the mistake, and thank you for your help. I will find the right person. Have a good day.”
What should you ask after “You’ve got the wrong person”?
Is there someone in your team who deals with that area?
What should you not say when a customer says “You’ve got the wrong person”?
Avoid “Are you sure? My list says it’s you.” It challenges what the person has just told you and makes them feel accused of lying.
Keep exploring
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.