Situations 1
The prospect you are talking to mentions they are also talking to Fiix and Limble. Their response is "I want to shop around." How would you respond to this?
Okay ___, I respect that. Its always good to shop around. And while you're doing that shopping, why not add MaintainX into the mix? We have the thousands of 5 star reviews and over 10,000 customers.
"I was looking for a free tool."
I totally understand and that’s why we have a freemium app. The free features are extremely powerful and give you access to many of the essential tools you’ll need to streamline your work order process and save time. But just to clarify my understanding, did you want a free app because you don’t have the budget for the more advanced features, or do you just not perform a lot of repetitive work orders or preventative maintenance?
You catch a prospect who is busy. You can hear noises in the background and they thought you were someone else. They simply say "send me info."
How do you respond?
"A lot of times, when people tell me to send them anything, it's just a polite way of wanting to fire me, which is perfectly okay. I've been fired 17 times this week. Do you want to be number 18?"
"Happy to send you more information- and actually, do you have a few minutes later today? Maybe around 3 pm for us to have a conversation. Happy to send you a quick calnedar invite."
It won't work for me, I already deleted MaintainX
Hey, that's ok! A lot of people download our app looking for a specific solution and realize it’s not capable of performing the way they were hoping. As a product specialist, my job is just to make sure that it’s the right fit for your specific needs. If you could please tell me what it was you were hoping it would do, I can tell you in 2 minutes or less whether there’s a feature or workaround for it or if we are just not a right fit for you. Would you do that?
"Call me whenever.
"Are you in front of your calendar? How about this- are you free at 3 pm today? I want to be mindful of your time and make sure your calendar is blocked off."
"Look I've seen all CMMS systems, and they are just entirely too complicated for our business and I'm worried about adoption."
How could you respond to this?
We were built for people like you. We don’t expect you to be tech experts… that’s our job! We have a great implementation team who will be glad to set you up. All we need from you is your motivation, a screen, and an internet connection!
Our user interface is designed for exactly that, people who aren’t super tech-literate.
When a prospect says to you
"I haven't had time to look into it
or
I haven't had a chance to play with the app"
How should you respond?
Yes, I can see that right here which is what prompted my call! We’ve spoken with a lot of customers in [their industry type] and found that a quick conversation with one of our product experts saves on average, 4 hours when compared to self-study. If you would tell me why you downloaded our app, I can help jump start your experience and make sure you don’t waste any of your valuable time, how does that sound?
Would it be worth setting up a call to show you how to use our app?
Prospect says in a nice manner: "Thank you for calling and I'm not, not interested. Do you mind if I think it over?"
How do you respond?
"Absolutely fine with that. Where would you like to go from here?"
(try to get info to set up a call on their terms)
Send me an email.
- "Sure i'll go ahead and do that, but an email won't be able to answer your questions. If you're serious about wanting to increase productivity and reduce training costs it will take us just two minutes to have a quick discussion."
- Happy to send you an email, and it actually might make more sense to hop on a call to review some of the email. If I send that email, are you ok with me setting up a 20-minute call to review everything with you in person?
"CALL ME BACK IN JAN / AFTER THE HOLIDAYS"
“Get it- the holidays can be chaotic. I always feel like January is a crucial time for orgs and making plans for their calendar. Are you open at all this week to just discuss what 2026 looks like?"
"I can certainly call you back in January, would you be opposed to connecting before then? You can get up and running in just a few minutes. That way our conversation can be super productive after the holidays?" - Outbound
OR
"Sure, if I may ask, what will be different in January than today?"
If you get a prospect that says "we are good- we have a system in place"
What are some discovery questions to ask?
Tell me about what you're currently using?
When did you adopt this product?
What is one thing you would change about it?
Okay, well, can I ask, what pushed you to download the app then?
What do you currently use? And you’re happy with your efficiency?
"I want to use the app before talking to a sales person"
I completely understand, and please know that my job is not to sell you anything but rather to better understand your needs to make sure we’re a good fit for your unique situation. What is it you were trying to solve by downloading our app?
Its 10 days before the holidays in December and the prospect tells you "call me next quarter!"
How do you respond?
a. you say "ok- I'll call you in January"
b. you say "Okay…Happy to. Seems like this might not be a priority for you yet."
c. you ask "next quarter?"
B & C are correct
A can be correct if you set up a time on that call.
I don’t like salespeople
Hey, I’m not a salesperson, I’m a problem solver. And let me tell you, we solve problems WELL here, and were specifically tailored for your industry. Give me 2 minutes and you'll be on your way to saving your business time, money and unnecessary accidents.
I want to shop around
Okay ___, I respect that. Out of curiosity, tell me about your process- what is it that you are looking for?
Totally get shopping around, I do that myself when evaluating decisions like this. Do you mind me asking, where are you in the shopping phase? I'd love for MaintainX to be a part of the mix!
This person has downloaded MaintainX and keeps telling you "I really need to spend time leveraging the app and seeing how it works."
How would you respond to them?
For sure! I’m guessing that’s because you don’t exactly grasp what we offer/if we fit your needs, right? (Wait for response) Well, it’s your lucky day, because I’m going to have that done in 2 mins right now instead of having you add to your screen time tonight… I know your time is valuable!
Platform seems complicated
I can see why you might feel that way! While we built the app to be easy to use for any size business, some of the more robust features are specifically designed for enterprise-level organizations. It's for this reason that we have different packages and features needed by small and mid-sized businesses with a cost that will fit YOUR budget. Do you mind sharing with me what your biggest challenge is at X in regards to maintenance?
"Hey NAME, I need to know the price before we move forward."
How do you respond as an XDR or BDR?
"There's actually a variety of options we have and that's why I called. I want to make sure you can speak with my specialist, NAME, who can go over that for you. You can see basic pricing on our website prior to our call. Does Thursday work for you for a conversation?"
I’m not interested
Okay, well, can I ask, what pushed you to download the app then?
What do you currently use? And you’re happy with your efficiency?
"I am so sorry- I didn't clarify on why I was calling. I'm calling different TITLES like yourself on if they are using a CMMS system and trying to understand if there's a potential for MaintainX and a partnership in the future. Can you help me understand a little bit about how you track work orders, and procedures at X company?"
"we do that in house"
Oh thats great you are doing things in house- out of curiosity what does that process look like?
- Are you the person in charge of that?
- What happens if the in-house system goes down?
- What do you like/dislike about it?
The prospect tells you:
"in order to move forward, I need to talk to my boss and get budget approved."
How do you respond to this?
"I’ve given you a lot of information, and I know you do an outstanding job of passing it along and filling the details. I feel like I should take some of that burden off you. When can we get the others in on a meeting to clarify this for everyone?"
Can't get my Boss to buy in.
I can imagine it’s frustrating when you want to make some changes and everyone else isn’t on board. From what I hear, though, your boss/employees value your opinion. So let's see how we can get their attention with what you’ve learned. When do you think we can get them into a meeting together to have a discussion with one of our product experts?
The prospect you call tells you "we have a vendor" on the phone. What are some things you can ask next?
"Thats great you have vendors you work with. Do you mind sharing more about how you manage your vendor relationships?"
"Thats great to hear- do you have a vendor for a CMMS?"
"I hear that often making these calls- everyone has internal and external vendors they work with. Out of curiosity, are you using a CMMS solution? Have you heard about MaintainX?"
Too complicated, I don’t like CMMS
We were built for people like you. We don’t expect you to be tech experts… that’s our job! We have a great implementation team who will be glad to set you up. All we need from you is your motivation, a screen, and an internet connection!
We don't have budget.
"9 times out of 10, I hear that, there's no budget. Out of curiosity, what does it look like at your company to even evaluate a software like a CMMS? Has that happened before? "
"Would it be a crazy idea ... would it be ridiculous for us to see if there's even a business case that can be made for what we're proposing?
“I'm kind of getting the sense that this might not even be a priority right now, which is perfectly okay, given everything on your plate."