When your client tells you, “I want to think about it,” what is really being said? Are they really going to contemplate your offer and then agree to meet again for the follow-up? Or are they objecting just to put an end to the conversation — and never really buy?
Read on to learn how you can eliminate this common objection, gain your client’s trust and successfully close the sale. Here at Service Excellence, we believe in empowering our clients to be the best HVAC technicians, electricians and plumbers in their industry. Let us help you learn how to tackle this common objection and secure the sale.
Empathize – Pull Down The Wall
After the objection comes out, you need to know that the client is going to be a little defensive and guarded. The next thing you say is critical to this technique working.
Let your client know they’re heard. Tell them you understand that they wouldn’t ask for time to think it over unless they were seriously interested.
Clarify The Truth
Clarify with your client that they agree their home needs the options they’ve been shown. Be clear at this stage, and make yourself available to answer concerns that weren’t voiced earlier. This is all part of building client trust and differentiating between want and need.
Check It Off The List
Once it’s clear you’re offering your client a solution to something their home needs, work through the following list. Each of these points is an opportunity to go into deeper detail and field concerns the client may not have voiced earlier. Ask your client if they will tell you what it is they were wanting to think over:
- Was it any of the options you recommended?
- Was it any of the features of an available product?
- Is the quality of your work a concern?
- What about the reputation of your company?
- What about any guarantees or warranties?
- Reconfirm the other value points of your offer…
At this point in the conversation, level with your client. Ask them clearly if the investment is causing them concern. Oftentimes, clients have a number in mind that they think is a reasonable investment.
If your offer is deemed too high, they may “have to think about it.” But if that number they are thinking about is the same one on the page, they would be doing the paperwork right then and there. So ask them, how much over their number is your offer?
Pick The Close That Will Work
There are a number of powerful sales closes that will work from this point:
- The Options Close – Show an item of a lesser price.
- The Service Agreement Close – Give a discount that will get you closer to the total.
- The Reduction Close – Demonstrate how the total amount is not that much over time.
Putting These Skills To Use
When faced with an objection, that doesn’t always mean you’ve lost the sale. With training from Service Excellence, you can learn how to overcome common obstacles and be more successful in the field.
If you’re interested in these benefits and more, then attend our next PRESS PLAY Training Series for Sales or Techs. And remember, at Service Excellence, we IGNITE THE POWER WITHIN!
