The goal is to keep a viable prospect on the line!
Most Objections are going to fit into 3 main categories.
Price – the largest category. It’s important to let them know we can look at other options; the first price is not the last price.
Disconnect – we didn’t get the info we needed up front, or we need more info now. We’re going on a fact-finding mission.
Reputation – they don’t fully trust something – you, the company, the coverages – and you need to put their mind at ease.
We’ll go into more depth with the categories momentarily, but the important thing is to get across to the customer that the call isn’t going to end. Yes, you need to set expectations even for the objection handling. We’ll listen to 3 agents lead into an objection for each category.
How would you all deal with an objection similar to this one --- Geico is giving me pretty much the same price. That’s only saving me $5/month.
Use your knowledge clip:
We’re going to listen to a clip of Tim. A little background – the customer is objecting because another company gave him pretty much the same price.
Confidence:
This is Lisa. She is the queen of acknowledge the objection, insisting that it’s a good price, and asking them if they want to move forward anyway.
Call Clips
Norma: 10674254
A lot of times a customer may like the price but may try to stall. We should ALWAYS probe to see what has them stalling before being quick to offer a callback. Let’s go over some situations and see what you would do. Price is too high…
That’s too high/more than what I’m paying now. Assume BOLT. If customer says they don’t get paid till Friday, make sure to set up a call back with all the expectations and offer to email the customer and let them know if anything changes before then that they can reach you directly by email.
