Educating ourselves about Objections
When we focus on showing what we can do rather than what we can't do, what are we avoiding?
What is negative phrasing?
The key to this kind of response is to understand the basics and simply sell our services.
What is a successful response?
How are you paid?
We are paid for by our community customers.
They are likely one of our community customers. Are you looking for pricing and availability?
I am just trying to reach Brookstone.
We can create an objection working with us if we sound these ways.
What is disengaged, bored, rude or unempathetic?
Words like "Um" "You know" "so" "like" and "well". These types of words show hesitation to the family.
What are word hitches?
When a family wants a new advisor, we should always do this first.
What is attempt to overcome by asking them to reach out to their advisor first?
Why are you called a place for mom? Is this only for moms?
We are called APFM because our founder was searching for options for her mother. We help all seniors 55 and over regardless of their gender.
The e-book has great tips for funding senior housing. Our advisor can provide you a customized list specific to your area with pricing and ammenities.
I just want the e-book!
We can create an objection with the family if we mention these.
This can be a great opportunity when met with an objection to sell APFM and educate the family.
What is a rebuttal?
This system is simply a way our phone system can dial your number. You will always speak with a live person.
What is an auto-dialer?
You called me so quickly, I just submitted my information.
We never know the level of urgency you might be facing.
Our communities have a variety of care levels and we want to be sure you are receiving pricing based on your loved one's needs.
I just want to look at pricing online.
We want to assume the warm transfer rather than this.
What is asking for permission to transfer?
We need to make two of these when a family expresses an objection.
What is an attempt to overcome?
This is the benefit of warm transferring to the advisor to schedule a callback rather than auto-assigning.
What is we are more likely to speak with the family?
I'm not ready to speak with anyone yet.
We can customize a list of options for you so you can focus on the options that fit your needs so that when you are ready, you have the resources you need.
Our advisors often know about move-in specials that you may not be able to find online.
I am not sure if my mom can afford this.
Before scheduling a callback, we should always offer this first.
What is pairing with the advisor?
Can be a question or a statement expressing apprehension about working with us.
What is an objection?
What should we ask if the family says I didn't put in an inquiry with you.
Is there someone in your household that might be searching for senior living options?
I don't have time to talk right now.
I understand you don't have much time. We can quickly pair you with your advisor and you can schedule a better time to speak.
The advisor can get you some information to share with your sister so you can make an educated decision together.
I want to speak with my sister first.
We create objections when we assume what the family is...
What is thinking?