Enter Title

Offer Presentation🎯

100

💰 1. PRICE / TOO EXPENSIVE

Group Answers 

✅ STRONG 

“I hear you—price is definitely a concern right now.

What I want to do is help you keep the protection in place without that full cost feeling…

👉 We can space out your services so you’re not paying as often, while still keeping that barrier active.

How does that sound for you moving forward?” 

✅ WHY THIS WORKS:

• Acknowledges first
• Repositions value
• Presents solution clearly + confidently

200

🐜 2. NOT SEEING PESTS

Group Answers 

✅ STRONG 

“That’s actually exactly what we want to see—that means the service is doing its job.

Right now, it’s creating a barrier so pests don’t come back…

👉 What we can do instead is adjust your service to a lower frequency, so you keep protection without overcommitting.”

✅ WHY THIS WORKS:

• Reframes thinking
• Educates simply
• Offers smart alternative (not straight cancel)

300

🔥 3. SERVICE NOT WORKING / FRUSTRATION

Group Answers 

✅ STRONG

“I completely understand why that would be frustrating—and that’s not the experience we want for you.

Let’s fix the issue first…

👉 I can get a follow-up service scheduled to fully address what you’re seeing so we get this resolved the right way.”

✅ WHY THIS WORKS:

• Takes ownership
• Fixes problem BEFORE offering anything
• Builds trust

💡 Matches coaching: fix first, don’t discount first

400

🚚 4. MOVING / LIFE CHANGE

Group Answers 

✅ STRONG 

“That makes sense—moves can be a lot.

👉 What we can do is transfer your service, so you don’t have to restart or lose your account benefits.

It keeps everything seamless for you—would you be open to that?”

✅ WHY THIS WORKS:

• Makes it easy
• Positions convenience
• Protects value (no restart)

500

💬 6. “I’VE MADE UP MY MIND”

✅ STRONG 

“I respect that.

Before I finalize it, I just want to make sure we didn’t miss anything that could fix the concern…

👉 What was the main reason that led you to that decision?”

✅ WHY THIS WORKS:

• Non-pushy
• Reopens convo
• Gets real reason

Handling Escalations💎

100

😡 5. ESCALATED CUSTOMER (HIGH EMOTION)

✅ STRONG

“I understand—this has been frustrating.

Let me take a moment to make sure we’re fixing the right issue for you…

👉 If I can resolve this today without you having to cancel, would you be open to that?”

✅ WHY THIS WORKS:

• Slows the call
• Keeps control
• Opens door to save

200

👉 Customer refuses help

💬 “I can process that, but I’d hate to leave this unresolved—what’s been the biggest issue?”

300

👉 Regain control/

👉 Customer yelling

💬 “Let’s take a moment so I can make sure we fix the right issue for you.”

💬 “I hear you—I want to help get this resolved.”

💬 “I understand—that would be frustrating.” 

💬 “I can process that, but I’d hate to leave this unresolved—what’s been the biggest issue?” 

💎 Why it works:

• Keeps control
• Reduces emotional spikes
• Reopens conversation

400

What needs to be checked in BOSS, prior to toggling to escalate to regional mgr.

Activity > Contact Log. Pay attention to dates submitted within 24-48 business hours. 

If customer states they have requested a BM callback and have not received a call back within the timeframe, we will want to escalate to region. 

500

De-Escalating Callers

👉 Fix first, then offer solutions 

✅ Say this:

• “Let’s focus on getting this resolved the right way.”
• “Here’s what I can do to help fix this for you…”
• “I understand why you feel that way—and I do want to make sure we explore a solution first.”
• “Based on what you shared, we can take care of this by…” 
• “I want to make sure you’re taken care of the right way today.”
• “Here’s what we’re going to do next…”
• “I’ll take care of this for you, so you don’t have to worry about it.”

💎 Why it works:

• Shows action
• Builds trust
• Keeps call forward-moving

Value of the OFFER💪

100

Every GREAT offer sounds like/includes (4 key components)

👉 Empathy
👉 Value
👉 Solution
👉 Confidence

200

👉 Customer: “I don’t need it.”

💬 “Got it—has something changed, or does it feel like the issue is resolved?”

Service concern or pricing?

300

🐜 1. REFRAME THE SERVICE (PREVENTION OVER REACTION)

✅ What to say:

• “That’s actually a sign the service is doing exactly what it’s designed to do.” [June-2026-...letter--3- | PDF]
• “Right now, it’s working in the background to keep the problem from coming back.”
• “The goal isn’t just to treat pests—it’s to prevent them from returning.”

💎 Why it works:

• Changes mindset from “I don’t need it” → “This is protecting me”
• Reinforces ongoing value

400

🔁 2. CONNECT TO THEIR HISTORY (MAKE IT PERSONAL)

✅ What to say:

• “When you first started service, it was to solve [issue]—this is what keeps that from coming back.”
• “Based on what you shared earlier, this is still protecting that concern.”
• “We want to keep you from having to restart that issue again.”

💎 Why it works:

• Ties value to THEIR experience
• Makes it relevant (not generic)

500

💰 3. POSITION VALUE BEFORE COST (PRICE REFRAME)

✅ What to say:

• “I understand cost is a concern—what I want to do is help you keep that protection without the full cost.” [June-2026-...letter--3- | PDF]
• “Instead of removing protection completely, we can adjust things so it works better for your budget.”
• “The goal is to keep you protected in a way that makes sense financially.”

💎 Why it works:

• Doesn’t ignore price
• Shifts focus → keeping value, not losing service

Verbiage that Wins🏆

100

EDUCATE SIMPLY (NOT TOO TECHNICAL)

✅ What to say:

• “What you’re seeing usually means the treatment needs reinforcement, not removal.”
• 
  
• “Pests don’t just disappear—they cycle, which is why ongoing service matters.”
• 
  
• “Stopping service now removes the barrier that’s been keeping them out.”

💎 Why it works:

• Builds credibility
• Makes agent sound confident
• Helps customer understand “why”

200

💼 6. POSITION FLEXIBILITY (NOT ALL OR NOTHING)

✅ What to say:

• “We have options that let you keep protection without committing to the same level.”
• “We can adjust how often services happen so it better fits your needs.”
• “This doesn’t have to be all or nothing—we can find a better fit.”

💎 Why it works:

• Reduces resistance
• Makes customer feel in control

300

🔥💎 POWER COMBO STATEMENT

👉 This line hits EVERYTHING:

“I understand your concern… based on what you’ve shared, the service is actually doing [VALUE], so what I’d like to do is adjust things, so you keep that protection while making it fit better for you.”

400

🧠 DISCOVERY THAT ACTUALLY WORKS

✅
“What’s been the biggest issue you’ve experienced?”

✅
“Is this more about the service itself or the cost right now?”

✅
“What changed recently that led to this today?”

💎 Why this wins:

• Gets the REAL reason (not surface-level cancel request)
• Prepares you to match the offer

• 👉
  “I understand your concern… based on what you’ve shared, here’s what I can do to make this work better for you.”

500

💬🔥 RETENTION VERBIAGE THAT WORKS (MOST SCENARIOS) 💎

UNIVERSAL OPEN (WORKS ON ANY CALL)

✅
“I understand why you’re calling—that would be frustrating. Let’s take care of that for you.”

✅
“I’m really glad you called—I can definitely help with that.”

💎 Why it works:

• Sets tone
• Lowers resistance immediately

SLOW THE CANCEL (CRITICAL MOMENT)

✅

“I can absolutely help with that—before I finalize anything, what’s been going on?”

✅

“I understand you’d like to cancel, I just want to make sure we address the right issue first.”

💎 Why it works:

• Keeps control
• Opens the door to save
• 
  
• 
  
• 🧠 3. DISCOVERY THAT WORKS ON MOST CALLERS
  ✅
  “What’s been the biggest concern for you?”
  ✅
  “Has something changed recently with the service or cost?”
  ✅
  “Is this more about the service itself or the pricing right now?”
  💎 Why it works:
  • Gets real reason (not surface answer)
  • Positions you to match solution 
  • 4. VALUE STATEMENTS THAT HIT MOST SITUATIONS
    ✅
    “Based on what you’re saying, this service is actually working to prevent that issue from coming back.”
    ✅
    “What we want to do is keep that protection in place so you don’t have to deal with this again later.”
    ✅
    “Stopping now could bring that issue back—and we want to avoid that for you.”
    💎 Why it works:
    • Works for price, pests, and “I don’t need it”
    • Reframes service as protection 
  •  5. OFFER TRANSITION (SMOOTH + CONFIDENT)
    ✅
    “Here’s what I CAN do to help based on what you shared…”
    ✅
    “Let’s find an option that keeps you protected and works better for your situation.”
    ✅
    “Based on your concern, this option is going to be the best fit moving forward.”
    💎 Why it works:
    • Sounds confident
    • Doesn’t feel scripted or pushy
    • 6. REPOSITION PRICE (WORKS FOR MOST CALLERS)
      ✅
      “I hear you—price is definitely a concern right now. What I want to do is help you keep the protection without that full cost.”
      ✅
      “We can adjust things so you’re not paying as much as often, but you’re still covered.”
      💎 Why it works:
      • Acknowledges concern
      • Doesn’t argue price
      • Keeps value intac
      • ✅ 9. UNIVERSAL CLOSE (WORKS FOR SAVES + NON-SAVES)
        ✅
        “Let’s take care of this the best way for you moving forward.”
        ✅
        “Here’s what we’re going to do next…”
        ✅
        “Is there anything else I can help with before we wrap up?”
        💎 Why it works:
        • Clean
        • Professional
        • Confident
      • t

VERIFICATION-HOT TOPIC 🔥

100

👉 Customer MUST verbally provide:

• First & Last Name
• Full-Service Address
  • Street
  • City
  • State
  • ZIP
• Phone Number
• Email / Web Portal offer

200

True or False: If you called the customer, you don’t need to verify phone number

Answer: False

300

What missing verification item commonly does not get verified? Verification counts for 10 points.

Full name/ State / Zip Code

400

What is the BEST way to reduce dead air AND improve flow?

Answer: Narrate + use tools (web portal, account review statements)

500

Customer won’t stop talking – what’s the skill to use?

POLITE INTERRUPTION (CONTROL WITHOUT OFFENDING)

✅ What to say:

• “I’m so sorry to jump in—I want to make sure I’m helping you the right way…”
• “I want to pause you just for a second so I can make sure I’ve got this correct…”
• “Let me stop you there really quick so I can make sure I don’t miss anything important…”

💎 Why it works:

• Interrupts without sounding rude
• Shows intention to help
• Regains control fast
• . PARAPHRASE + REDIRECT
  👉 Your training emphasizes repeating the concern to move forward
  ✅ What to say:
  • “So what I’m hearing is [issue]—let me take a look at that for you.”
  • “Got it—that helps. Let me focus on fixing that part first…”
  • “I understand what’s been happening—here’s what I can do next…”
• FOCUS THE CONVERSATION (GUIDE THEM)
  ✅ What to say:
  • “The biggest thing I want to focus on for you is [main issue].”
  • “Let’s tackle this one part first so we can get this resolved.”
  • “I want to make sure we fix the main concern you called in about.”
  • TAKE CONTROL OF THE FLOW
    👉 Your coaching = control + pacing
    ✅ What to say:
    • “Here’s what I’m going to do next…”
    • “Let me pull this up so I can fix it for you.”
    • “I’ll take care of this part for you right now…”
  • ASK DIRECT, CLOSED QUESTIONS (WHEN NEEDED)