Objections Flashcards
We’re all set.
We already have that taken care of.
We already have a program in place.
Option 1 (Ask Qs!) Who are you currently partnering with?
What does your program look like?
Option 2
I was looking at your site and noticed that you have a {limited warranty/extended warranty}. Glad your team sees the value, but retailers like [COMPANY NAME] have seen [RETAILER STORY VALUE] from partnering.
Could we spend a few minutes on a quick call tomorrow and I can share more on how I think we could optimize the current program?
At minimum, it would be great to get your feedback on our program, even if it is the case that it’s not a fit.
I’m busy, no time for this at the moment.
Option 1
I don’t want to waste your time–a lot of teams I’m working with are seeing increases in customer satisfaction and attachment rates/revenue as a result of partnering with Mulberry. Would this be relevant to you/your team? Do you have 10 minutes we could grab to discuss your business priorities?
Option 2
No problem, I know I called you out of the blue–does tomorrow work for a ring at this time? So, roughly [TIME]?
Great, AND BEFORE YOU GO, I’ll send over a calendar invite. What is your email address?
Busy w/ a real reason (internal restructuring, etc.)
Ask more questions to understand what they are focusing on, use active listening.
Definitely can understand that keeping you busy. Mulberry might actually be able to help lighten the load–what tasks are landing on your plate with this?
Send me an email.
Of course, I can absolutely do that. (GET EMAIL). So I can provide a general overview, but what information is most important for you to see in the email?
So [RECAP] & [RECAP], right?
If you have time for a 20 minute call, we could walk through those details and how Mulberry helps [INSERT VALUE]. That way, we can figure out exactly what your team cares about and see if it makes sense to move forward from there. Would tomorrow or [X] around this time work?
That’s covered by our MFW.
You’d have to talk to our manufacturer.
I saw on your website that you are offering a manufacturer’s warranty right now – have you ever looked into offering an extended warranty before?
Not a priority.
This isn’t something we’re looking to implement right now.
**Is it an obstruction or is it an objection?
What projects are keeping you busy?
Option 1
If we take 20-30 minutes, we don’t have to go live tomorrow–we can discuss whether this would make sense for you & your team and create a roadmap that works for you.
Option 2
One of the benefits of Mulberry is that there’s a very simple integration process, this doesn’t require a lot on the development end–from merchandising to marketing–we can get retailers live in 2-3 weeks.
Option 3
Typically when folks say this isn’t a priority, it’s for one of two reasons–either they’re busy with other projects or think that this will take up a lot of resources. Would you be willing to shed some light on your roadmap?
This is not something we feel fits our brand. I don’t like warranties.
Warranties are scam.
Option 1
I completely understand why you would say that, it even took me a moment to really get the value but from our current customers’ feedback we have found… [RETAILER STORY].
Option 2
When was the last time you explored offering an extended warranty?
What has your experience with extended warranty programs been like?
Option 3
Based on the way legacy programs have been run, I can see why you’d feel that way. What does your current process look like if a customer runs into issues with accidental damage?
Not interested.
I appreciate the candor and I can imagine it’s hard to really vet something on a cold call. But we’ve seen a lot of success with similar companies like [COMPANY X] & [COMPANY Y].
Would you be opposed to spending just 10 minutes to discuss this with me tomorrow?
Worst case it’s not a fit, you have the latest on what’s going on in the industry, and we won’t bug you. Does tomorrow afternoon work?
I don’t handle this.
Option 1
Totally understand, would you be able to point me in the right direction?
Option 2
Got it–would this fall more under [NAME] or [NAME]? I saw that they’re both involved with [RELATED TO TITLE].
We’ve looked into this, but it wasn’t a fit.
Amazing! You’re actually ahead of the game if you’ve already looked into offering extended warranties directly to your customers. What factors led you to decide against setting up a program?/What options did you evaluate?
We’d have to decide whether we’d want to do this with you or do it ourselves.
Option 1
It may make sense to run in-house–it may not–having an exploratory call would allow you to have all the facts in considering what makes sense for your team. We can review a few points around [AGENDA SET], would tomorrow at X time work for you?
Option 2
Getting warranties up and running in all 50 states can be a cumbersome process. By working with Mulberry, you’d be able to offer them without liability and hassle.
Option 3
By working with Mulberry, you benefit from the expertise we’ve gained in working with an extensive network of underwriters & retailers like [RETAILER 1] & [RETAILER 2]–helping them do [OUTCOME]. Would you have a few minutes for us to discuss & then your team would be able to make a more informed decision about whether to bring things in-house?
How much is this going to cost?
This is a true partnership with a revenue share model; we actually don’t make any money until the first warranty is sold. Your preferences and what you want to optimize for will influence the forecasts. My Account Executive can put together the numbers and discuss coverage with you–do you have a few minutes to connect tomorrow afternoon?
Does it have to be a call?
A call is generally the quickest way to get you a forecast that accurately reflects what you care about–there’s no pressure to jump into implementation right away, and I definitely want to make sure the agenda is addressing what’s most salient to you. What information is most important for you to have on hand when assessing potential partnerships?
This is my cell phone.
This is my personal number.
Oh, so sorry about that, we use a pretty intense tech stack, and this was the number that’s listed for you online…no worries, is there a better number to call next time?
Can I have your name and number? I can give them the message.
That’d be great. I’m ____ and my email is ____. I don’t want to waste their time & you might know best here–is ____ the person who handles [INSERT].
Thank you for all the help! Sorry, I didn’t catch your name there… great, thanks [NAME]–appreciate it.
