Introduction Rebuttals
Your introduction should always include these four elements?
Name, Company, Reason for calling, First question of the survey.
When a B2B respondent says, “Send me an email instead,” how should you respond?
"Unfortunately, this is only an over-the-phone study, so we are only able to record responses over the phone."
When a respondent asks to be removed from the list, should you rebut?
no. Simply say, " I will record that. Thank you for your time."
When someone asks, “How did you get my number?”, what is the correct response?
DOUBLE REBUTT: What if they are still skeptical? In response to the response, a respondent would have to respond to your rebuttal (double points)
"We are calling from a list of numbers provided by our client."
if the respondent said: Who is your client?
"I'm calling from a 3rd party, so unfortunately, I am not provided with that information to make sure that I won't bias the survey."
What are 2 rebuttals to this response?
"I'm just about to hop into a meeting."
"It should only take a few seconds to see if you qualify."
"We can start the survey and then call back when your meeting is done."
When someone says, “I don’t talk about politics,” the best response is?
“All your answers are anonymous and confidential."
When is it not appropriate to rebutt?
Do not rebut when the respondent says:
→ the person is firmly saying no and getting frustrated or angry.
→ If they ask to be removed from the call list.
When a business contact says, “We don’t do surveys,” what should you respond with?
"We are a survey research firm, so we only want to get feedback. we are not selling anything at all."
"We are contacting people with this job position to get their feedback on topics concerning them. We are not selling anything."
The main reason to use respondent-centered language is that “your opinion matters and is valued".
It helps the respondent feel valued and want to provide their opinions, which leads to more accurate responses.
The most common tone error when handling refusals.
Sounding defensive or pushy instead of calm and respectful?
Interrupting or talking over a respondent usually leads to what outcome?
Increased refusal, or they will hang up on you.
This is the standard every political survey rebuttal must follow.
You must remain neutral and not say you agree or disagree with anyone's opinions.
A respondent says, “What’s this about?” What rebuttal do you use?
"We are a national survey research firm and want to hear your opinions."
We are just conducting a study to hear lots of different opinions."
“That’s fine — maybe another time.” This phrase signals what interviewer mistake?
This is not a rebuttal; this is giving up too fast.
When a respondent’s objection includes emotion, for example," I don't feel comfortable with that" or "WHY ARE YOU CALLING ME!!".
Validate their feelings and respond with something like "I understand why that may be frustrating/or why you may not be comfortable, but we are only seeking your opinions and all of them are confidential."