Handling Objections and Optimizing Lead to Job Conversion
Our goal is to be more assertive and aware of the situation to help the customer book the appointment and not go looking elsewhere.
The first thing to do, and is an absolute must, is to ask a closing question after explaining the service call fee, with no exceptions.
Customer: Hi, I'm looking to get my dryer repaired / Hi, how much do you charge for a visit? / Hi, can you help me with my freezer?
Rep: We charge $150 for the service call and waive it once we proceed with the repair. I have availability for today/tomorrow, should we set it up?
Just by doing this simple thing, we will drastically increase our lead conversion! If the customer is not ready to book, we have to try and see what is preventing him from booking with us and use one of the advantages we have to help him decide. In most cases, another simple question will do:
Rep: What is stopping you from booking with me right now?
Customer: Let me think about it / it's too expensive / I will call you back
Rep:
● I understand that you may want to compare options, but so that you know, we provide a warranty on parts and labor, and if we are unable to repair the problem, we will issue a refund! In most cases, we will fix your appliance on the spot! I can offer you a technician today or tomorrow!
● I understand that our service call is not the lowest, but did you know that we don’t charge it if we go ahead with the repair? Should we book for today/tomorrow?
● We might not be the cheapest, but we provide the best service! I have a spot today/tomorrow; should we set it up?
● We are not the cheapest as we provide a full warranty on parts and labor and send only certified technicians. Do you want me to set up an appointment for you?
● If you type “Maple Leaf Appliance Repair” in Google, you will immediately see that our reputation speaks for itself! Let’s book it for today/tomorrow.
If, after trying some of these key points the customer is still not ready to book, we should ask the following question:
“Is there anything I can do to help you book the appointment?” At this point, it will likely be a no, and then we let the customer go, or if he has a special request, please explain that you would do your best to accommodate and will get back to him shortly.