Overcoming Objections! Flashcards
Objection:
“No thanks, I’m pretty careful with my gear.”
“I know what you mean. If I was buying something as nice as this I would be careful too.
We all know that accidents happen though. Even if it gets dropped and breaks or something gets spilled on it, we will replace (or repair) it for 3yrs (or 2yrs)! Are you sure you want to take the risk?”
Objection:
“I don’t buy warranties; they’re a waste of money.”
Rebuttal:
“Honestly, I hardly ever buy warranties either. This is different though because unlike a warranty that only covers manufacture defects, we cover you on everything else! So even if this gets dropped accidentally and breaks, you can rest assured knowing you’re covered! If the gear is under $199 you get a full refund with tax included! Would you like me to add that on for you?”
Objection:
“Can I come back and get it later?”
Rebuttal:
“You have 30 days to add it on; however, rather than going out of you way just to add it on later, we can give you an extra 30 days on your return policy for adding it on now! That gives you 60 days to test out the gear! If it turns out it wasn’t what you’re looking for then come back and we’ll refund your money AND the Pro Coverage. Can we make it easier on you and add it on now?”
Objection:
“Doesn’t it have a manufacturer’s warranty?”
Rebuttal:
“It sure does, but that only covers manufacturer defects. Most of them won’t cover the shipping or labor either. Also, they don’t cover commercial use like being at a gig. After factoring in shipping and labor costs, it works out cheaper in your favor if you get the Pro Coverage so you’re covered no matter what happens! Want me to add it on for you?”
Objection:
“I already have a personal insurance plan that covers all my gear.”
Rebuttal:
“Most insurance plans have a monthly fee and then charge you a deductible when you make a claim. They also don’t cover all accidents and take forever to give you a refund check. With our Pro Coverage it’s a one time purchase and there are no hidden fees you have to worry about. Your gear is protected from ALL accidents and issues are resolved quickly by replacing or repairing it for you. Do you want to be assured you’re covered?”
Objection:
“If it breaks I’ll just buy another one.”
Rebuttal:
“Well if it breaks wouldn’t you rather pay a small percentage of it now rather than 100% of it later? How about I add it on for you now?”
Objection:
“I can’t afford it right now.”
Rebuttal:
“I understand. This can be an expensive hobby sometimes, right? We both know it gets even more expensive when your gear starts wearing down and you have to keep buying new gear to replace it. I know it’s a little extra, but trust me. You won’t have to worry about replacing it next time with the Pro Coverage. If it’s under $199 you get all your money back with tax included. $200 or more and you can get it shipped off and repaired at no extra charge. Times are tough and this is truly the best way to protect your investment. Would you like me to add it on for you?”
If your customer has a child:
“We all know that when little ones are around accidents happen. The Pro Coverage takes care of it all! Instruments getting knocked over or dropped and drinks accidentally spilling on your gear are definitely on the list. Would you like me to add on the Pro Coverage?”
If your customer had pieces of gear break in the past:
“Man, that’s the worst. I’ve heard many horror stories of accidents happening before. If you get our Pro Coverage you can play as hard as you want and not have to worry because you’re covered no matter what! One of the only things not covered is theft. Would you like me to add it on for you?”
If your customer purchased coverage through us before and had a bad experience:
“I’m truly sorry to hear that. We changed coverage companies a little while back for that reason, along with others. I can assure you that our Pro Coverage company “NEW” stands behind their coverage just as much as we at Guitar Center stand behind our 30 day guarantee. If there is ever an issue, please give me a call and I will report it directly to my manager! Are you sure you don’t want to reconsider?”
