Pre Close
What is the purpose of a pre-close?
Determine how serious the customer is about moving forward.
“I need to think about it.” Is that automatically the real objection?
No.
What are the three main objections shown in our roadmap? (Stalls and excuses)
Value, Affordability, and Timing.
A value objection means the customer believes what?
“It isn't worth that much.”
Customer says, “Yes, let's do it.” What should you do?
Stop selling and move to the next step.
Complete this: “Other than pricing and affordability, is there any reason we can’t ______?”
Get you on the schedule / move forward.
“I need to talk to my spouse.” What should you determine?
What specifically they need to discuss with their spouse.
Customer says, “That's too expensive.” What two objections could be hiding underneath?
Value or affordability.
An affordability objection means what?
They may see the value but cannot comfortably afford the investment as presented.
Name one strong buying question from the roadmap.
“What are the payments?” / “Can I have it installed by...?” / “Will that include the coupon?”
Why do we pre-close before presenting the final investment?
To uncover concerns that have nothing to do with price.
I never make a decision right away.” What should the rep uncover?
What is specifically preventing them from deciding today.
What does Money Clarification mean?
Determine what “money” actually means to the customer.
What two affordability areas does our roadmap tell us to investigate?
Down payment and monthly payment.
$
After resolving an objection, what should you do before continuing to sell?
Confirm the concern has been resolved and move toward the decision.
The homeowner says, “Everything looks good.” What should you determine before moving forward?
Whether there is anything preventing them from buying.
“I want to get three estimates.” What should you clarify?
What they hope another estimate will tell them or what they still need to compare.
Customer says, “We can't do this right now.” What should you clarify?
Whether the issue is affordability, timing, value, or another concern.
Customer says, “I can't afford $450 a month.” What's your next job?
Clarify what payment/investment would be workable before attempting to solve it.
Customer says, “I'm still not sure.” What's your next move?
Ask what specifically is still preventing them from moving forward.
Give us a natural pre-close after presenting your recommended solution.
Must confirm the customer sees the value/need and uncover anything besides money that could prevent moving forward.
Customer says: “I really like everything. I just need to think about it.” Uncover the real objection without arguing.
Rep must ask a clarifying question rather than immediately overcoming the statement.
“There's no way we're spending $18,000 today.” You get ONE question before responding. What do you ask?
A question designed to determine whether the issue is the value, total investment, payment, down payment, or timing.
Customer says: “I know we need the roof, and I want to do it. I just can't swing that payment.” Handle it.
Recognize this as affordability rather than rebuilding value unnecessarily; clarify the financial concern and determine whether an available option solves it.
Customer says:
“I love everything. You guys are definitely who I'd use. But this is more than I expected, I need to talk to my wife, and I really want to get a couple more estimates.”
Handle the customer from objection to decision.
The rep should slow down and clarify rather than attack all three statements. Isolate the real concern, determine whether it's Value, Affordability, Timing, or another unresolved issue, address that concern, confirm it has been resolved, recognize any buying signals, and then confidently ask for the next step.