Price
What is...
"This is out of our budget"
I completely understand.. I always try my best to stay within my budget too. But, when I find something I really like, solves a problem or makes my life easier, I buy it. And you know what? You deserve it! Let's do this! (Make sure to smile)
What is...
"This is out of our budget"
I hear you and completely understand. Tell me, when was the last time you went 'over budget' for something you really wanted? 'When I bought XYZ....
Nice! And have you ever regretted making the decision to get the things you really want and deserve? 'No..'
I didn't think so! Let's get this done so you can enjoy this decision too!
What is...
"Need to think about it"
I completely understand.. I don't make any decisions without thinking about it first...TELL ME.. On a scale, from 1-10, 10 meaning you're ready to move forward right now and a 1 meaning you wouldn't do this if it were free... Where would you put yourself on that scale from 1-10? What would make it a 10 right now?
What is...
"I don't trust contractors"
I understand that you've probably had a bad experience in the past with a contractor. And I'm really sorry to hear that. Ultimately, it's all my fault and I'll take 100% of the responsibility for that bad experience. If I was the one visiting with you and our company were the ones doing the work, everything would have worked out perfectly and chances are good that I wouldn't even be here right now. Would it be too forward to ask you for a chance to work with a reputable company and allow me to make this right?
What is...
"Need to talk to someone"
I totally understand, I usually like to run my ideas and decisions past others as well. Based on everything we've talked about so far, do you feel confident that you'll be able to show him/her the same value you see now? 'Yes'
Great! What do yo think is going to be their favorite thing? 'XYZ' I agree! Although we all can't be heroes everyday, let's get this done so you can go home as the hero with a (product) that they'll love.
What is...
"It's too expensive"
I completely understand and appreciate the feedback. When you say "it's too expensive", do you mean you found a similar product for less or that this is outside of your budget right now? (Be prepared to handle the budget objection or the cheaper competitor objection)
What is...
"Is that your best price?"
Yes, (customer name), our customers always appreciate the time we save them by giving our best price up front. Not only are you getting our best price, but you'll also receive my personal service to to ensure your total satisfaction. Let's go ahead and get this done so you can enjoy the comfort of your home and put more attention on all the other important things you have on your plate. When is the last time you saved time in making a decision and felt bad about getting a problem fixed for you?
What is...
"I need more time to decide"
I understand and I'm more than happy to give you some time to think this through! After all, I'm pretty careful about most of the decisions that I make as well.. Tell me, do you believe you have all the information you need to make the best decision? 'Yes, I do'. Excellent! Out of curiosity, which part of this are you considering the most? The price, the product, the term or the up front fee?
What is...
"I saw some bad reviews online"
I completely understand that you saw or heard something negative online. I look at and use reviews before making decisions sometimes, too. One of the downsides of being in business for a certain length of time and serving so many customers is that sooner or later someone has something negative to say. Have you checked the reviews at Walmart? (Customer says yes or no)
Exactly, their reviews don't necessarily reflect the real value they provide and neither do ours. Are you willing to give us a shot?
What is...
"I thin I'm going to do it myself"
I totally understand that you think you could do this project yourself. And honestly, I think you're a pretty competent person who might be able to tackle some basic HVAC issues around the house. Although a lot of customers hire us because of our years of experience, expertise and high quality work, a lot of customers hire us to save time. Working with us means you won't have to spend your time working on the project or spend time worrying about who to call later if you need some help. Let's go ahead and get this done so you can spend your time on things that really matter.
What is...
"Monthly price is too high!"
I completely understand that the monthly price seems a bit high. To be clear, when you say the price is too high, are you saying that you've found a similar product for less or it's more than what you were hoping to pay but are going to do it anyway? (Smile, be enthusiastic and close)
What is...
"Your price is higher than their price"
I totally understand and I get it, I like to save money when I can, too. Not saying that I can, but if our price was the same as theirs, who would you rather do business with? 'You!'
Love to hear that! Tell me, why would you rather do business with me if our prices were the same? 'Because of X...'
I figured you might say that! Now you can see why we charge just a couple more bucks. By the way have you ever regretted spending just a little more for a better service?
What is...
"We are going to do this later"
I got it and totally understand that you're planning on doing this later and you definitely could! However, if you're like me, you're probablyy superbusy, have a million things going on and have tons of other things to think about. Let's get this handled now so that you can put all your time and attention on all the other things that really matter. What's good about putting things off anyway? (smile at the end)
What is...
"I don't want to be upsold"
Hey I totally get that you don't want to be upsold. I don't like it when salespeople do that, either. My job is simple: I'm here to inspect your existing system, identify opportunities to improve your comfort and provide you with the information you need to make the best decision moving forward. When it comes to your home's comfort, I'll always put the ball in your court... And I promise that I'll never sell you anything you wouldn't want to buy. Fair enough?
What is...
"Need to talk to my spouse"
I completely understand! I usually talk to my spouse before making decisions too, after all, I don't like being in the dog house.. Out of curiosity, what are you going to do if your spouse said 'no'?
'I'd do it anyway'. Great! How would you like to handle payment today?
'I wouldn't do it'. I understand. What exactly would your spouse say 'no' to? Getting this taken care of or would it be the pricing options?
What is...
"Can I get a discount or lower price?"
I love that question and appreciate you asking for a discount, I usually do the same thing too! I'm absolutely more than happy to find creative ways to reduce the price of our HVAC packages... Is there anything that I've included in the package that you don't want or wouldn't want us to include in the installation? (Customer says "no")
Got it. Although I don't think I'll be able to give you a discount on exactly what you want in our package, I can promise that I won't ask you to pay more, sound fair enough?
What is...
"High efficiency option is too expensive"
I completely understand that the equipment with higher SEER ratings require a bit more of an investment. While they are a bit more pricey, a lot of our customers choose to go that route for the longer term savings on energy consumption. Systems with higher SEER rating significantly reduce energy costs and based on my assessment, you could end up saving between $X and $X each month. Are you comfortable investing a bit more now to instantly save more money each month?
What is...
"I'm going to sleep on it"
I completely understand that you're not quite ready to make the decision and that you want to sleep on it... I tend to get my best sleep after days of making great decisions which usually help me make more great decisions the next day.. When is the last time you tossed and turned all night after making a great decision for yourself/ your family/ your team?
What is...
"I have a guy for that"
I totally get that you've got a guy, after all, almost evryone knows someone wo might have a few DIY projects under their belts. After all, you can learn quite a bit from watching enough Youtube videos... When it comes to your home, nearly nothing is more important than being comfortable in it, except for the peace of mind that comes along with knowing that the job was done correctly by a reputable company installing the most efficient and reliable solutions into your home. Have you ever felt bad about getting things done the right way the first time?
What is...
"I have others to look at"
I completely understand that you're wanting to look at a few other options before making a decision. I can't blame you for doing that, I usually like to gather as much information as I can before coming to a conclusion to buy. Tell me, what did you like most about what you've seen so far? 'X, Y, Z'
Got it, love to hear it!
At the end of the day, time is the only thing more valuable than this product. Let's save time and get this done for the sake of time.
What is...
"Not sure if I can afford it"
I understand and appreciate the honesty! To be sure, when you say that you 'can't afford it right now', do you mean that you don't want to make the purchase or that you can't make the purchase right now even if you wanted to?
Would you consider doing this (or even upgrading to the next package) if I were able to make it affordable and fit within your budget?
What is...
"It's too expensive"
I completely understand what you're saying and respect the honesty. Usually when say something is 'too expensive' it's because of 1 of 4 reasons:
A)I can't afford it right now B) found something similar for less C) It's outside of my budget or D) I'm just complaining like I do at Starbucks every morning when I hear what they charge for coffee that I end up buying anyway... Which is it for you?
What is...
"It's not an urgent issue"
I completely understand and can agree that this isn't a huge problem for you right now and I'm more than happy to come out later on. The truth is that you don't need to get this done today, after all, this isn't a total emergency. But I don't suppose that's the reason why you decided to have us out today. I would assume you had us out today because you want to get this done and enjoy the comfort of your home. When is the last time you felt good about not getting what you want?
What is...
"Going to get more quotes & bids"
I completely understand that you're going to keep shopping around and believe that you'll end up making the right decision. Tell me, when you're shopping, do you usually have more attention on finding the absolute best price possible or more attention on finding the best value, service and quality?
While you compare different quotes or estimates, I'm curious, how are you going to know for sure that you're making the right decision? Is it going to be finding the best service or cheapest price?
What is...
"I want to ask (someone) opinion on this"
"I totally understand wanting to get another perspective; it’s important to make an informed decision. Just to make sure you're getting the right advice, can I provide you with some additional information or help clarify anything that might be on your mind? Sometimes, people who haven’t worked with this type of system don’t know all the details, and I’d be happy to explain the long-term benefits of what we’re offering."