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US Service Animals

OBJECTION RESPONSES

• Get It Done Right Close

“That’s a great question.   This is a very technical letter and needs to be written to federal guidelines for it to be valid.  It can’t simply say “[Customer’s Name] needs an ESA” on a Doctor's letterhead.  The reason it needs to be written correctly is if it’s not, it won’t stand up in a court of law if challenged.  If that happens, you could be liable for unpaid paid deposits, back pet rent and even eviction of you or your pet.  

The one thing that you can count on with US Service Animals is your prescription letter is done correctly and if ever challenged, will hold up in a court of law.  And I’m sure you don’t just want to get this done, you want it done right, don’t you?

 So let me make sure the information I have is correct and I’ll get you in the provider’s waiting room!”

• “Do I have to get all that extra stuff now?”

• Attorney / Anxiety Close

“Really good question.   I’m offering it to you today because it is sharply discounted when your consultation for the prescription letter is set up.  Our attorney’s strongly recommend it for your own protection and that of your animal.   Not to mention, if you are suffering from stress, anxiety or depression, the last thing you want is people coming up to you and questioning you about your animal. It would make things a lot easier on you both if you could prevent people from doing that, wouldn’t it?

So let me get some sizing information real quick and I’ll get you in the provider’s waiting room!”

PRO TIP: Here is a great question to set up a package sale:  

“Can you tell me a little bit about how you and [Pet’s Name] get around.  Is [Pet’s Name]  just a stay at home dog / cat or do you like to have them around wherever you go?”

Inclusion Close

“That is a really good question.  One of the reasons so many of my customers have added this to their letter is because they have said it can really help them and their pet get into places they normally wouldn’t be able to.   With the uniform, places of business no longer see just a pet, they see them as a working animal and are much more accommodating.  I bet it would be really nice having them by your side wherever you go, wouldn’t it?

So let’s get some quick sizing information and I’ll get you in the provider’s waiting room!”

• “I need to talk this over with my spouse.”  

            This is almost ALWAYS a money objection disguised as something else.

• For You Close

“For sure, that makes sense.   Could I ask you a real quick question, could you think of any reason they wouldn’t want you to do something for yourself that would give you so much comfort and peace of mind? 

So let’s finish getting you set up and if for some reason they don’t agree, you can simply give us a call back and we can cancel this for you.”  

• “I’d like to do this but it costs too much”

• Identify the Right Objection Close
  • Smart people will say both! If they do, address one item at a time

“I can understand why you’d say that.  Let me ask you this,  when you say it costs too much, do you mean the price is too high or is it more of an affordability issue for you?”

• “ The price is too high!”

• To the Point Close

“For sure, I understand.   How much too much do you think it costs?”

• You will be able to tell if this is BS if they answer, “I have no idea….”  Common sense says if they don’t have any idea, then they couldn’t possibly have a reason to think it costs too much.  This is really just a way of saying they can’t afford it. 

• Cheap Close
  • A key point with price and affordability objections:  Probing in the beginning of the call can make getting past these really, really easy.
  •   Asking questions like:  
    • So do you own or rent your home?
    • Do they have any pet policies?
    • Do they require any pet deposit or pet rent?  Do you have any idea how much?
    • You should close every single one that has a pet deposit and monthly pet rent because it will ALWAYS be more than the solution we offer.  And, when they pay those, they receive no benefit for that money spent.   They are just lining the landlord’s pockets.

“I agree, it isn’t cheap but I was always told, you get what you pay for.  Good products aren’t cheap and cheap products are cheap for a reason and it’s usually not a good one, wouldn’t you agree? (laugh)  

So let’s finish getting this set up for you!”

• “ I can’t afford it!’

• The Quick Close

“I understand, but if you could afford it, we would be setting you up today then?”

  If the answer is NO here, then the objection is BS: there is another reason they aren’t moving forward now.

“So let me ask you, if I could ask my boss to work with you a little, what would the price need to be to get you set up today?”

If they can’t tell you, set them up as a callback for their next payday

• “ I want to shop around!”

• What Would You Be Looking For Close

“That’s smart, if you don’t mind me asking, what would be the most important thing you’d be looking for, the company with the best reputation and reliability, a letter that is written correctly and will hold up if ever challenged or the best price?”

• A lot of them will say price, then close for Costs too Much.  There will also be quite a few who say all of them.   If that happens, simply explain the company is founded by attorneys so we are experts at knowing the law and how these letters have to be written.  That we have an A+ rating with the BBB and over 1000 5 star reviews on trust pilot.   And that compared to the pet rent and deposit you’re being asked to pay, this is a fraction of the cost.

• Beat Us On Price Close

“[Customer’s Name], I definitely understand you want to get the best price you can and there is nothing wrong with that. I do the same thing all the time.  But I will tell you that I have found a lot of times, what you save in price you almost always pay for in poor quality and service. It’s the reason I work here. I will tell you there are some companies out there that can beat us on price but I can guarantee you there isn’t a single company that can beat us on the quality of the services we offer.  No one.   We do things right the first time, every time. That sounds like the company to do business with, doesn’t it?   So let’s finish getting this information and we’ll get you in the provider’s waiting room!”

• What Part Would You Like Us To Cut Out Close

“[Customer’s Name], we all want the best price so I’ll tell you what I’ll do.  I’ll match their price for you.  Just let me know which of our services you want me to cut first.  We can write a cheaper letter that doesn’t meet federal guidelines and hope it stand s up in court.  We can cut our hours so that we aren’t open 7 days a week should you need us on a holiday or a weekend.  We can stop offering to refund your money if you aren’t satisfied with your purchase or we could hire doctors who aren’t licensed in your state so that the letters aren’t valid.  I’ll be more than happy to match their price, just tell me which of these you’d like me to do away with? You see, in order to beat us in price, you are going to have to cut a corner somewhere because we made a decision a long time ago that we weren’t going to sacrifice the quality of our services for a cheaper price.  I bet once you use our services you’ll be glad we made that choice.  So let’s get some information and we’ll get you in the provider's waiting room.”  

• “ I want to think about it!”

• Right Decision Close

“I get that sometimes, you just want to make sure you are making the right decision, right?   Absolutely.  You know I’m the same way and I always come back to this.  Have you ever taken the time to think about something and still made the wrong decision? (laugh) We all have, right?  So is it the time that it takes to make the decision that is the most important or just that you make the right one?  Most people when they tell me that, honestly, it usually boils down to affordability, is that kind of your situation too? 

• If NO:

“Is there something else that’s causing your hesitation?”

• See if that will bring it out.  One of the best ways to get it out is this and it works…

”I’m so sorry, did I do something or say something that offended you?”

•   Almost every time they will feel bad and try to take you off the hook and this is what it sounds like...No, it’s not you, it’s just...and out comes the real reason

• If YES:

“Let me see if we can help you in any way.”

• “Can you call me back?”

• Selective Hearing Close
• A lot of times, objections are just a knee jerk reaction with no substance behind them.  Sometimes simply acknowledging them and moving on is enough.

“I can do that but if I get you set up today, I can lock in all these discounts and it’s a really good savings for you.  So let’s get those locked in for you!”

• Incentive Close

“I can do that but I’d really like to get this all set up for the best price possible.  I’m assuming that the reason you want to wait is affordability…[let that tail off...the customer will say yes!]

I understand, if I could talk to my supervisor and maybe work you out a little discount, could I get you set up and lock in these savings for you today?”

• Feel, Felt, Found Close
• very powerful close that can be used on most objections!

“Ms./Mr. ____, I can definitely understand how you feel, some of my best customers felt that way until they got this [letter/training/identification] and found that this made their whole life so much easier. They say it’s like a giant weight has been lifted off of their shoulders.  Once you have this done and you don’t have to worry about anything except just having [Pet’s Name] there to give you the support you need, won’t you feel so much better?

So let’s finish getting you all set up!”

• Objection Response Pointers

• Always start with answering an objection by acknowledging it and agreeing with them. You can do this in several ways:
  • “I can understand that...”
  • “That makes sense…”
  • “I get that sometimes….”
• Visually move over to their side of the table.
• Be solution minded: look for a way to make the sale.  There isn’t always a path but most of the time there is, if you listen and you have the customer’s best interest in mind.
• Don’t take a no personally: they aren’t rejecting you, they are rejecting the offer.  If you take it personally, you lose your objectivity.
• You should make at least 2 attempts to get the order today. Never just say yes when they want a call back.   
• Remember this: they want this as bad as you want them to buy. They are looking for a reason to say yes, give it to them.
• If you want to close more sales, you need to listen, be patient and use the correct response.
• Use selective hearing: all of you did this as children!. Your mother would be yelling at you to come home for dinner and you pretended not to hear her (or was that just me?) and you would keep playing until she had to come out and get you. Same applies for objections sometimes.
• Get them back to a yes before you assume the rest of the sale.
• Attitude is everything.   Get upset because a customer gives you an objection and you lose.  Expect objections: they are a part of sales.  Learn to welcome them and look at them as a challenge, not a hindrance. 
• Let it go.  If you don’t close it, let it go or it will OWN you.   Focus on the next call.  Do not let the last call shape the next one or ANY call after that. I can promise they forgot about you the minute they hung up, you should do the same.
• The biggest key to leave you with is ALWAYS assume the sale after you offer the close, go right back to it. DO NOT wait for a yes or permission.
• You can’t say the right thing to the wrong person and you can’t say the wrong thing to the right person. The objective in being able to close is simple.  20% of the people you talk to won’t buy anything from you no matter what you say or how you say it.  20% will buy whatever you are selling regardless of what you say or how you say it.  Closing is about the  60% in the middle.  How can you convert just half of them into a sale? (50% closing average) 
• There is no one response that works all the time.  Try them out and use the ones that you like.  It’s not about every time when closing, that never happens. No one closes every sale all the time, no one.  It’s about finding a target for yourself and working to get and STAY at that standard. So 25% of the time, 30%, 40%, 50%, more.  Work at it until you can get there and stay there.

OBJECTION CYCLE

OBJECTION

                        ASSUME THE SALE                      ACKNOWLEDGE AND AGREE

REBUTTAL

Happy Selling!!!

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