Objection handling
How to answer “Where did you get my number”
The customer wants to know how you reached them and whether it was legitimate.
Why customers say it
Unwanted calls are common, and privacy matters.
Three ways to respond
One approach for each setting. Adapt the words to the customer and to your company’s rules.
- In sales
- Answer calmly and truthfully. “Fair question. I am calling from this company, and I can tell you where your details came from. If you prefer not to be called, I will note it right now.”
- In insurance
- Be transparent and respect the right to object. “Your number was provided in the way I can explain now. If you wish no further calls, I will record that today.” Follow your company’s data-protection process.
- In a contact centre
- Tell the truth and offer removal. “I can tell you the source, and I can mark you as do-not-call. Which would you like?”
A common mistake
“I cannot say.” Evasion about privacy ends the conversation and may breach rules.
Educational conversation training. It is not legal or financial advice and it promises no results. Always follow your company’s rules and the terms of the product.
Practise it out loud
Talk to an AI customer who raises this objection and read in the report which sentence helped.
Questions about this objection
What does “Where did you get my number” mean?
The customer wants to know how you reached them and whether it was legitimate.
Why do customers say “Where did you get my number”?
Unwanted calls are common, and privacy matters.
How do you answer “Where did you get my number”?
In sales: Answer calmly and truthfully. “Fair question. I am calling from this company, and I can tell you where your details came from. If you prefer not to be called, I will note it right now.” In insurance: Be transparent and respect the right to object. “Your number was provided in the way I can explain now. If you wish no further calls, I will record that today.” Follow your company’s data-protection process. In a contact centre: Tell the truth and offer removal. “I can tell you the source, and I can mark you as do-not-call. Which would you like?”
What is a common mistake when a customer says “Where did you get my number”?
“I cannot say.” Evasion about privacy ends the conversation and may breach rules.