Objections Flashcards
“I don’t want it for a year.”
“How long were you thinking to have it?
For sure, and our goal is to treat you as long as you own your home. Most of our customers like to stay with us for several years. All that we ask is that you try us out for the 4 services so we can earn your business and successfully break all breading and egg cycles of the bugs. I guarantee, once you see how effective our treatments are you’ll want to stay with us for as long as you live in your home. Does that sound fair?”
(Head nod)
“I just want a one-time service”
“Definitely and I’m sure you know, pests are similar to weeds. No matter how much time and effort you spend to weed the garden, the weeds always come back without regular maintenance. Pests are exactly the same, in order to do a good job I have to come back and break up the egg cycle of the bugs. (ACE) (CLOSE)”
“Sure, and one time services are a great money maker because I have to charge the full price of $350 and there is no overhead costs but they are extremely ineffective because they cannot break up the egg cycle. It merely just covers up the problem. We still couldn’t break up the egg cycle with only a couple of services because different bugs breed in different times of the year. Hatching at a regular basis. You need a year-round service to control the many pest cycles. Even the best products will breakdown after 60-90 days. So if we don’t come every 60-90 days, you would have eggs hatching on you, maturing and laying eggs of their own. (ACE) (CLOSE)”
1 - “I don’t want to sign a contract.”
“I get ya, you don’t want to be locked into something you don’t like. Coolest thing about Hawx is that we have a 100% satisfaction guarantee. If you were to have any reoccurrence of pests, we promise to return and not just treat the issue but do a full re-treatment of the property for you, completely free of charge. Does that sound fair to you?”
(nod your head and pause)
“I don’t need it during the winter”
“I’m sure you don’t see much in the winter (nod)…that’s actually when I do my best work. Most bugs start to move inside the walls where it’s warm in the winter months and I flush everything out to ensure that they don’t lay eggs or return in the spring time. Their dormant nesting cycle is just as important of a treating cycle as any of the others. Obviously, bugs don’t die in the winter or else they’d be extinct. I’m sure you’ve noticed when it gets warm again everything comes right back out. My winter treatment will prevent this by breaking up their egg cycle.”
Or
“We have over 9 months of summer in Texas or North Carolina, therefore we have pests year round.”
“What if I decide I don’t want it after 6 months?” or “Can’t I just try it out?”
“Why would you want to cancel after six months?
For sure, and our goal is to treat you as long as you own your home. Most of our customers like to stay with us for several years. All that we ask is that you try us out for the 4 services so we can earn your business and successfully break all breading and egg cycles of the bugs. I guarantee, once you see how effective our treatments are you’ll want to stay with us for as long as you live in your home.
If you’re willing to give me a shot man, I’ll do one more thing. Ok, I’ll include my highest warranty. What that means is, today, everything I’m saying and promising. It sounds good right? But a lot people worry in the future, “what if I’m not being taken care of…” What that means is, if at any point you have issues. Just let me know, I’ll comeback for free. And I’ll back what I’m saying right now, so instead of charging you extra for that warranty. We’ll just do it for free. Does that sound fair to you?”
Often this type of question or concern is rooted in the prospect’s uneasiness with commitment. Once again, they do not want to get locked into something that doesn’t work. Make sure to stress the 100% satisfaction guarantee and minimize the year agreement with the idea that we hope to be with them for the next 5 to 6 years. (Remember, you can use the same responses to more than one objection)
1 - “It’s too expensive.”
“For sure, If you are searching for the cheapest service out there, then we’re not the company for you. We are the very best at what we do. Our price is very competitive, but the best products cost more than your small ma and pa shops sprinkling sugar water on your foundation (build value,ACE, CLOSE).”
If a prospect is stuck on price, you have not adequately sold the value of the service.
It also helps if you break the price down into terms the prospect can easily swallow. For example, just give them the monthly quote of $69 Of course $800+ will seem like a lot of money during the year. However, people don’t look at how much they spend on a cell phone or cable TV per year so why should pest control be any different.
“Will this hurt my pets?”
“For sure, and coolest thing is that we specialize in products that are naturally derived from chrysanthemum flowers. Which means 30 minutes after it drys, it’s safe for kids and pets. Honestly they could eat bugs and lick the walls if they wanted to - not like they should!” (Chuckle)
“Are your pesticides safe?”, “Will this hurt my children?”, “I’m pregnant. Will this hurt my baby?”, “I’m asthmatic. Will this bother me?”
“Definitely, and the best thing about my company is that we differentiate ourselves by using the safest and most advanced products in the industry. Our technicians go through an extensive training, testing, and licensing process.
In fact, Hawx’s training is so advanced that technicians will often spend up to several months in training before servicing a home on their own. The products we use around your home are the same that we use to service restaurants, hospitals, and daycare centers.
In fact, the products we use are not more toxic than many of the products you currently use around your home.” (like laundry detergent or bleach)
The product is not safe in the sense that if it is misused, you could get sick. This holds true for just about any household item. For example, if the prospects child drank a bottle of shampoo the child would get sick. Same thing goes for our products. Avoid the word “chemicals” or “pesticide.” These words sound potentially dangerous. Instead, use the word “product.”
If the prospect’s children were to have any unusual illness, conditions (asthma), or special needs, rarely would spraying the outside have any effect on them. (the product is essentially odorless) If the technician needed to treat the inside of a pregnant women’s home, the tech will ask her to leave the home for about an hour. Although the product labels do not require this, we do it just to be on the safe side. In most cases where a pregnant women is involved, it is best to write on the agreement “pregnant women – wall injections only.” This will help to avoid the hassle of her having to leave the home and she will feel safer about the product and methods we are using. You might also inform the prospect that the “EPA puts every product through extensive research and development before it receives approval. This process takes many years and costs millions of dollars. Hawx uses only those products that have been thoroughly tested and registered by the EPA and meet strict state guidelines.” Hawx is also licensed by [your states licensing agency]which requires us to maintain a high standard of excellence.
If product safety continues to be a concern, a great way to relieve the customer is to break down exactly how the products work. Explain to them that every plant has a natural defense to keep from being eaten by certain bugs. For example, if an ant eats the inside of a tomato, it will die; whereas we eat tomatoes all the time. The greatest natural defense to bugs comes from the Chrysanthemum flower. Biochemists break down the plant, remove allergens and odors, and we apply it.
“Do I need to leave my home?”
“Oh no, that’s something people really like about our service. Our exterior service does not require you to leave the comfort of your home.”
“I heard that stuff causes cancer.”
“For sure, that’s one the best thing about my service. Hawx does not use any product that is a known carcinogen. Something our customers really like about us is that we specialize in synthetic pyrethrums, which are a derived from the chrysanthemum flower. In fact, it’s the same product we use to treat restaurants, hospitals, and day-cares.”
“I’m broke.”
“For sure but the cool thing is that i can make it a lot more affordable while I’m here on the street. I tell you what, (ACE?)”
It’s tough to know whether someone is just saying this to get you off their doorstep. However, some people really are broke. You may try to re-sell the value of the service, remind them of our guarantee, or let them know that after the initial service they are on a 60-day billing cycle. If you think he or she is sincerely broke, just leave them a flyer and walk away. If they truly are broke, they will probably not keep the service for a year, resulting in a charge-back.
“What kind of guarantee do you have?”
“That’s a great question. We have the best guarantee in the industry. If you see anything, we will come back to re-service the interior or exterior of your home, any time you request it and we will always have a time available within two working days. But usually, we can respond within just 24 hours.”
“What if I see bugs after you spray?”
“Definitely, and It’s normal to see an increase in pest activity during the first few days. This tells you that the product is working because the bugs are trying to escape from the productand coming out of hiding spots. However, if you’re still seeing a significant number of pests about 7 to 10 days after, make sure to give us a call so we can comeback and flush out any survivors.”
It’s all about creating the right expectations in the prospect’s mind. Your goal is to meet or exceed the prospect’s expectations. Be sure to tell them that most people willsee increased activity after the first couple of days because the product is flushing out the pests. If you do not, the prospect will become upset and possibly cancel the service.
“Why are you so expensive?”
“For sure, and it’s not that we’re expensive. We’re just not going to send a bunch of high schoolers to come and service your beautiful home. We’re not the cheapest but we are BY FAR the best value being that most companies don’t warranty wasps, spiders, mosquitos, roaches, or rodents, and these are the most common reasons why people buy pest control.
Other companies often quote you a low price and will send out a technician to try to up-sell you additional services for specific pests. We can guarantee everything for one low price, and we beat all of our major competitor’s prices such as Terminex and Orkin.”
“I’m not seeing any bugs.”
“Definitely, and you shouldn’t be seeing a thing inside. Most of your neighbors are just seeing a few ants and spiders on the outside. If you had bugs inside we wouldn’t be able to service you for so cheap. What we’re doing is protecting your investment. I get back in the cracks and crevices of your home where the bugs live and breed. Something your neighbor John liked is…”
You can also respond with, “Great. That will make my job a lot easier,” and then continue on about the preventive outside service. The best way to handle this objection is to not pre-empt it. Never ask a question like, “Have you seen any bugs?” Rather ask open-ended questions like, “John and Mike are seeing a lot of ants and spiders along their fence lines. Where have you been seeing the ants?”
“My neighbor had pest control and their dog got sick.”
“That’s awful. What exactly happened? Do you know what company they were using?” Then sell the value of Hawx service and the “pet-friendly” products that we use. Use a statement like, “That’s the best thing about our company.”
This type of concern can be tricky. Although this is extremely rare, show sincere sympathy and gather as much information as you can before you try to sell them.
“My neighbor had pest control and their kids got sick.”
Same as the previous concern but also ask if the kids had any pre-existing health issues. Because we are highly trained and use only family-friendly products, our service poses minimal risk to people with pre-existing health concerns. We are also able to custom fit a service to the most specific needs. (we do not use cheaper products with carcinogens such as organophosphates which can attack the nervous system)
“My neighbor had pest control and the technician stained their walls.”
Again, find out which company was responsible.
“That’s awful and I’ve heard it before. Some of the older, cheaper oil based products do that. In fact we’ve picked up a lot of customers because of that very reason. We use the best and latest products to avoid that problem. It’s actually an easy thing to avoid.”
“My neighbor had pest control and the technician was always late.”
I’m sorry to hear that, what company was it?For sure, and we’ve picked up a lot of customers from (name of company) that way. Hawx wants your business. We respect your time and have a reputation for punctuality. We also have radio-dispatched technicians so we can always let you know exactly where your technician is; we won’t leave you waiting.”
Be sure to inform the prospect that on follow-ups we use a one hour window. Also touch on our digital technician and how they can see exactly where and what we sprayed after each visit.
“How do I know you will do what you are saying you’ll do?”
“I want your business. We are the fastest growing pest control company in the state because we do quality work and we take care of our customers. If you ever have a doubt about a service that has been performed, call the office and we’ll send someone back out the very next day. We will do whatever it takes to make sure you’re satisfied.” Again touch on our digital technician.
“I am renting.”
“Perfect that’s why I’m here, Stacy, the Johnsons and 10 others out here were renting. And let’s be honest your landlord doesn’t care if there’s bugs in your house as long as the bugs aren’t in their actual home (chuckle) because of that we do a huge renters discount to help you out, because landlords don’t care”.
• If the landlord pays for a current service. You can try to get the landlords contact number and sell the landlord.
• If the landlord pays for a service and the renter is unsatisfied you can often pin that against the landlord and say the company they use is budget service but we have a renter discount and can give them a great deal. Proceed to sell the deal as usual
