Non-Objections
I need more time to think about it.
“Not a problem, I’ll stay with you as long as you need, what should we do?”
Im going to need to hold off on this.
(Offer To Remove the Top Option)
“When was the last time you got the ____ service anywhere like at a restaurant or a hotel but you paid the _____ price?”
BEST & CHEAPEST
“I don’t like to be pressured into a decision.”
“Yeah I understand Bill, nobody likes pressure, but I think you may be mistaking my passion for getting this work done for you with feeling pressured. Can I ask you something?” (Sure) “Would you rather have someone like me who has a passion to serve you do the work? Or do you want someone who doesn’t care as much as I do?”
What are the 3 outcomes to every call?
1. Yes
2. No
3. Schedule to come back.
“These prices are ridiculous. You know you’re more money right?"
I know that higher quality is a high investment, so what should we do?
I need to think this over.
(Ask How They Normally Buy Things)
“Well, only you would know since you saw _____ ______ and ______ _______, why do you think we’re worth more?"
OUR SERVICE & THEIR SERVICE
"I know what you’re trying to do but I need more time.”
"I completely get it. Maybe more time would help, I’m not sure. Can I share my greatest fear with you?" (Sure) “When you told me about your daughter Jenny, I hated to think she’d have to go without heat. That gave me a passion to want to help you solve this problem once and for all. Was I wrong to care as much as I did for your family?”
(After the first request to schedule an appointment)
"Just leave the options behind, I'll call you when I'm ready."
It would be poor service if I put the burden on you to call me. I'm committed to doing world-class service for you and your family. When would you like to do the work so that your family is comfortable?
“You expect me to buy this today?”
“I just expect you to do what’s right for your family. What should we do?”
(Ask How their (Spouse/3rd party) would purchase)
"What would happen to the _______ of the work if someone did YOUR job ________?”
“I think we’re going to have to go with the cheaper guy.”
"I understand that everyone is trying to save money. When I put these solutions together for you, John and your son Billy, I did it because I have a passion to make sure you get this job done right the first time. I just thought your family was worth these solutions. How do you feel about that?”
"Don't call us, we will call you."
(USE THE STOP OR CONTINUE TECHNIQUE)
I understand its hard to commit to an appointment, but I'd like us to schedule a time and date to bring to a conclusion so your family is comfortable. Remember, I'm going to give you my cell phone number and you can always call or text me if you want to reschedule or even cancel the appointment as well.
So we could either cancel the call or continue the call. What should we do?
“I’m embarrassed to admit, I didn’t think it would cost this much.”
“I understand, I didn’t expect to find these issues either. What should we do?”
I don't know, I can't decide and I don't want to keep you here all day.
(Ask Them If They Had To Pick One)
“My greatest fear is that somebody would do this job cheaper. How would you feel if someone ____ ______ just to lower the price?"
Use the "tough job" technique:
“We both realize after scraping our knees in your crawlspace that this job will be a tough one right? (Yes) So let me ask you this... Would you rather have someone like me that will hang in there and finish when the going get’s tough? Or someone who quits in the middle of the job?”
USE THE "CALL THEIR BLUFF" TECHNIQUE:
When people aren't willing to invite me back into their home it really means that I'm a pest. Let's face it, if you really wanted to get the work done there would be no problem inviting me back to your home. At this point we could do two things, you can admit we're not going to do the job and part as friends. Or we could set a date and bring this to a final conclusion. What should we do?
“I’m an attorney and you charge more than me!”
“I understand, quality has its price. What should we do?”
You keep asking "what should we do?", but I'm telling you right now, there is nothing you can say to make me decide!
(The “You Hate It All” Takeaway)
“When purchasing things like this that affect the _____ & ________ of your family do you really want to hire someone cheaper or someone like me who will get the job done right the first time?"
SAFETY & HEALTH
"I was ready to leave when I first got here but then you convinced me that your kids and your family really needed this job done. So you have to understand one thing... I’m not leaving here until we come to an agreement to get those kids and your family the (heat/cooling/hot water/etc.) they deserve. Do you want to continue to bring this to a conclusion or do you want me to leave?”
"I'll call you about this, I'm just so busy, I won't know when Im available."
"I know what you mean, I'm busy too. But my greatest fear is that you and I both forget about getting this problem done for your family. Are you saying you don't want this solved for them?"