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No matter what kind of sales you’re in, you will always combat objections as you push to drive more leads into customers. Especially in the home improvement industry, homeowners are automatically skeptical before they’ve even had a chance to speak with you. In a perfect world, you receive a homeowner lead, they’re thrilled to meet with you, and ready to sign on the dotted line to begin their project.
We all know it’s rarely that easy to drive more sales, so we’ve compiled a list of common objections you’ll face with answers to keep your conversations going with the ultimate goal of getting to the appointment stage.
“I was just shopping”
Great, that’s where it all begins. A great next step is to have one of our energy efficiency experts come to your home and give you a free estimate and let you know how much you could save on your electric bill. Would 3:00 Thursday work for you?
“I only need a minor repair”
Did the glass break or is it the window itself? (if window)…that’s too bad, do you know how old the windows are? It is possible this is the beginning of more trouble and that you are also spending way too much on your electric bills. We should have an efficiency expert come and inspect the windows and give you a replacement estimate. Would 3:00 Thursday work for you?
“You have the wrong number”
I am sorry to bother you and will update our records, but since I have you on the phone, we are having a special right now on ______, would you like to have someone come out and give you a free estimate?
“I’m not ready to start yet”
Great, I hear that from a lot of our customers, which is why our free estimates are good for six months… it allows you to budget and plan for an exact date. But since I have you on the phone, we are having a special right now on ______, would you like to have someone come out and give you a free estimate? Would 3:00 Thursday work for you?
“I already have a contractor”
That’s great. Lots of times I speak with homeowner’s who have an estimate and want a second one to compare prices, quality and reputation. What time Thursday would work for one of our energy efficiency experts to come out and give you a free estimate?
“I never put in a request”
Then I am sorry to bother you and will take your name off our list, but since I have you on the phone, we are having a special right now on ______, would you like to have someone come out and give you a free estimate?
“I only need materials”
No problem, I hear that all of the time, and, while we don’t just sell materials, I speak to homeowners who want to do the work themselves every week and then, when they get into the project, decide to get a professional. Since the estimate is free, we could come out and give you one and you could have it in case you decide you want it done by experts. Would 3:00 Thursday work for you?
“I really only want quote over the phone”
I appreciate that and I am the same way, but giving you an estimate without seeing the windows would be like diagnosing and illness without seeing a doctor, it is a guess and will likely be wrong. We have trained professionals who are friendly, fast and intelligent. What time Thursday would be good to have someone come out and give you a free estimate?
“I have already received numerous calls; I’m not interested in speaking with anyone else”
I am so sorry, I know how annoying that can be and we won’t call again, but since we are talking now, we are an Angie’s List super service provider and we are running a special right now, it is a great time to get a free estimate from us. What time Thursday would be good to have someone come out and give you a free estimate?
Notice that our suggested responses have the deliberate intention of empathizing with the homeowner and giving a clear call to action with a time and date to set an appointment. Any objection can be met with a delicate approach to continue driving any lead further down the sales funnel. Now, go out there and turn those objections into completed projects!
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