Objection:
I can get it cheaper somewhere else
Response:
I understand and thought you may say that as we're not the cheapest in town. Tell me, when you're looking for a detailer do you usually look for the lowest possible price or do you look for high quality, excellent customer service and a satisfaction guarantee?
Objection:
I don't want to pay a deposit
Response:
I totally understand. Deposits secure your space on our calendar. Our team is committed to every appointment and deposits are commitments to us in return. Not to worry, if you're unable to make it simply let us know and we can reschedule you or apply the deposit as a credit for another time.
Objection:
Your price is higher than the other guy's
Response:
I totally understand and I love to save money when I can too!<br>Not saying that I can discount the price but if our prices were the same who would you rather do business with? [REPLY: YOU]<br>That's great! Why you would choose us instead? [REPLY: BECAUSE OF...]<br>I figured you would say that and you won't regret spending just a little more for a better experience. Let's book you in this week!
Objection:
Your prices are too high
Response:
I share the same passion for finding the best deals! Our prices reflect the exceptional level of quality and care we pour into every job, ensuring your vehicle stands out from the rest. We guarantee you'll love the stunning results. I'm sure you never regretted paying a little more to get exactly what you want and deserve. Let us give your car the attention it deserves and book you in for [DATE].
Objection:
Your ceramic coating price is too high
Response:
I understand, but let me share a little secret with you – our coating works like a magical shield for your car. Think of it as a superhero cape that protects against environmental damage, and the evil forces of everyday wear &amp; tear. Plus, it gives your car a glossy shine that will make heads turn and maintenance cleaning will be a breeze! Trust me, it's totally worth the investment!
Objection:
Your detailing prices are too high
Response:
I understand pricing is a concern for every smart shopper. Our prices reflect the exceptional quality of our automotive detailing services and we're confident you'll see the value once you experience the stunning results firsthand. Let's schedule an appointment for [DATE]. You won't be disappointed and you'll see why we have such a high rating from customers that preferred to pay a little extra for a lot more value.
Objection:
Can you price match?
Response:
I understand the importance of finding the best value. Our prices are carefully calculated to reflect our premium quality materials &amp; the expertise of our highly skilled team. Rather than simply matching prices, we focus on delivering long-lasting results and exceptional customer satisfaction. I'm sure you'll agree you never regretted paying a little more for something better.
Objection:
It's too expensive
Response:
Thank you for the feedback and I totally understand. When you say "too expensive" do you mean that it's out of your budget right now or did you find a similar service for less somewhere else?
Objection:
It's too expensive #2
Response:
I know pricing is always a concern and I appreciate your honesty. When you say "it's too expensive" are you meaning,<br>1) you can't afford it right now<br>2) it's outside of your budget<br>3) you found a similar offer for less
Objection:
It's too expensive [FUNNY]
Response:
I totally get it! Our car wash is like a luxury spa treatment for your four-wheeled baby. We pamper it, give it a shiny makeover, and even play a soothing wash cycle symphony for your car's entertainment. Rest assured, your car will thank you with extra zooms and sparkling charm. It's a little investment in your automobile's happiness and, let's be honest, yours too! You deserve it.
Objection:
Is that your best price?
Response:
Yes. Our customers truly appreciate the time we save them by giving our best price upfront. In addition to our best price, you'll receive my personal service to guarantee your satisfaction. Let's get this deal done so you can enjoy your vehicle and put more attention to all the other important things on your todo list.
Objection:
It's out of our budget
Response:
I totally understand and I'm sure you've had good ideas come up before that weren't in the budget that were able to get done somehow. Right? This is another one of those good ideas and with the incredible benefits of [SERVICE] this is the best place to use your budget. Let's book you in to secure your spot while we work out the budget.
Objection:
It's out of our budget #2
Response:
I understand and I always try to stay within my budget too but when I find something that solves a problem, makes my life easier or I really like then I buy it. Afterall we work too hard to not enjoy things we like and deserve! And you deserve a new cleaned car that you can feel great driving around in and the added benefits of preserving the lifespan of your vehicle is an absolute must!
Objection:
But what does it cost for ceramic coatings?
Response:
Ah, the million-dollar question! What if I told you it's like hiring a squad of tiny coating ninjas to protect your car's sparkle and shine? Now, their rates may not be as steep as Mr. Bond's, but rest assured, investing in our ceramic coating is worth every penny. We promise your ride will look so good, people might mistake it for a luxurious spaceship cruising down the streets! All this for only [PRICE] and installation is fast too
Objection:
I want a refund
Response:
I understand and I'm sorry to hear about your experience. Not to worry, customer satisfaction is a top priority for us. Tell me what is it that isn’t meeting your expectations?
Objection:
I'm going to wait for a promo sale
Response:
I love a good deal too! The thing is there never is a best time to make this decision. You're going to do this sooner or later so it's better to do it now so you can start enjoying it now. You want the service/product and you can afford it so waiting for some unknown future promo that may never be available is only delaying your enjoyment of the benefits.
Objection:
Luxury Car - Cheap Owner
Response:
I can see you appreciate quality and it's obvious you live in quality and you know that quality products and services cost more than others. We prioritize quality as well. Let's get this done so you can start enjoying it right away.
Objection:
My friend can do it cheaper
Response:
I understand the importance of saving money just as much as the importance of saving friendships. Even if all things were equal (same product, service etc.) if something goes wrong it can cause friction with your friend. Supporting friends is great however you shouldn't sacrifice quality and accountability. This could be the call that saves your friendship.
Objection:
Not sure if I can afford it
Response:
Thank you for your honesty and I completely understand! To clarify, do you mean that you don't want to make the purchase or that you can't make the purchase right now even if you wanted to?
Objection:
I need more time to think about it
Response:
I totally understand and I'm pretty careful about most of my decisions to so I'm happy to give you time to decide. Tell me, do you think you have all the information you need to make the best decision? [REPLY] Ok great, and out of curiosity, which part are you considering the most? the price, the service or the appointment date?
Objection:
I need to think about it
Response:
I understand and I don't make decisions without thinking about them first too. Where would you put yourself on a scale of 1-10 with 1 meaning you wouldn't book an appointment even if it was free and 10 meaning you're ready to move forward right now? [REPLY] What would make it a 10 right now?
Objection:
I need to think about it #2
Response:
I totally understand and I take time to think about my decisions too. When I'm thinking things over I usually consider the pricing, services or inclusions, how soon I get my car back etc. Which of these is your biggest consideration at the moment?
Objection:
I'm not looking to make a decision today
Response:
I understand although if I'm being honest, not making a decision is actually a decision... Tell me, out of the price, deposit or items in the service, which one is keeping you from locking in an appointment today? <br>[WAIT FOR REPLY &amp; HANDLE REAL OBJECTIONS]
Objection:
I'm too busy
Response:
I understand. You probably get a lot of calls like I do, and my initial reaction is to say I'm too busy as well. But I can explain this to you in just 3 minutes and if you think it can help you we can schedule more time later – and if you don’t we can part friends, is that fair?
Objection:
I'm too busy #2
Response:
I’m with you. Before I schedule time to get back with you, just a quick question: Which of these is more of a priority for you to [SERVICE 1] or [SERVICE 2] right now? <br>[WAIT FOR REPLY]<br>That's great! We can do this quickly for you so you can start enjoying the benefits right away. Let's book you in so you can cross this off your list and get back to all the other things that matter. I have [DATE] available
Objection:
I'm too busy #3
Response:
I’m glad you’re busy, that means you don’t have time to waste looking at things you have no intention of taking advantage of. Quick question: If I could show you a proven way that our service can [FEATURE OR BENEFIT], is that something that you would invest 5 minutes learning more about? Great, I won't take more than 5 mins. then we can book you in.<br>[ELEVATOR PITCH THEN CLOSE]
Objection:
We're going to wait
Response:
I totally understand and respect that you want to wait until a future date. If you're anything like me you likely can't stand waiting for things you enjoy or help solve a problem. You mentioned you really liked [FEATURE] of our service. Let's move forward and lock in your appointment so you can spend the time you were going to wait actually enjoying the [SERVICE]! How does [DATE] work for you?
Objection:
We're good right now
Response:
I understand and figured that may be the case or you would be calling me. I'm reaching out on the off-chance you're interested in a win-win. I win by you becoming a loyal customer and you win by working with the best detailers to save time and money while receiving more value. In case you were interested in getting more bang for your buck I reserved [DATE] for you to start enjoying our services right away.
Objection:
I don't have time for this right now
Response:
I completely understand and I thought you might be. Let's do a quick call on [DATE] around [POSSIBLE TIMES]?<br>[WAIT FOR RESONSE] That sounds great and keep an eye out for my call as I have a deal for you that you won't want to miss.
Objection:
I don't have time for this right now #2
Response:
I understand your busy schedule because life in the fast lane can be exhausting! But let me tell you our ceramic coating will give your car the ultimate VIP treatment, saving you countless hours of cleaning at home. Let's get you booked in for [DATE/TIME] to give your car a stylish makeover, just like a quick pit stop, without disrupting your busy life. It's like pressing the turbo button on your car's appearance!
Objection:
Call me back another time
Response:
I completely understand that timing is crucial and I have another call coming up anyway. What time works better for you later today or tomorrow? [PUSH FOR A SPECIFIC DATE/TIME] When I call would you be more interested in learning about [SERVICE ONE] or [SERVICE TWO]?
Objection:
I don't make rash decisions
Response:
I completely understand your concern about making a hasty decision. Our goal is not to pressure you into making a quick choice. When considering my options to buy [SERVICE] I usually look at things like price, level of service, company I'm talking with etc. Which of these is the most important to you while considering to do business with us?
Objection:
I want to wait until after the holidays
Response:
I completely understand the holidays can be a busy and expensive time for many people. By making a decision now, you can avoid the rush and potential price increases that often come after the holidays when demand is higher. Let's get you booked in so you don't have to worry about it later and can focus solely on enjoying a stress-free holiday season.
Objection:
I'm going to do this later
Response:
I understand however if you're like me you already have hundreds of things on your todo list and this will be one more thing to think about. There's always reasons to put something off but you benefit the most if you do this now. Let's book you in and cross this off your list to start enjoying the benefits right away so you can get back to things that really matter.
Objection:
Now isn't a good time
Response:
I understand and had a hunch it may not be a good time when I called. I'm hoping it may be a somewhat-good time since we have the perfect solution for you and I want you to enjoy the benefits right away. [QUICK ELEVATOR PITCH] With the benefits I just outlined you can see why it's worth a moment, even during a busy day. What is the best email to send more info to?
Objection:
Decision maker not available
Response:
I understand they aren't available right now. I'm not the biggest fan of taking calls myself. I would be happy to send them an email with some info so they don't miss out on this incredible offer if they're interested - fair enough? [REPLY: sure that's ok] Ok great, what's the best email to send something they won't want to miss?
Objection:
Decision maker unavailable can I take a message
Response:
Not at this time. The things I would like to discuss are a little complex to leave in a message. Maybe you could help me? [PAUSE FOR REPLY] When would be a good time to get a hold of [NAME] for about 2-3 minutes?
Objection:
I handle everything. You can talk with me
Response:
That’s great. Just so I understand are you saying that you handle the discussion and evaluation of services and vendors and then pass the information on to the decision maker? <br>[YES] = Ok great, [START SALES PITCH]<br>[NO] = Ok, our discussion is more strategic in nature, when would the decision maker be available for something that truly benefits them?
Objection:
I need to talk to my spouse
Response:
I totally understand and I usually talk to my spouse before making decisions too. Out of curiousity what would your spouse say no to?<br>1) the service or product<br>2) the price<br>3) the terms or deposit
Objection:
I need to talk to my spouse #2
Response:
Absolutely! I understand the importance of involving your spouse in significant decisions. It would be our pleasure to arrange a visit to our showroom, where you both can explore the amazing benefits of our ceramic coatings together. You'll love the incredible value and long-term durability for your vehicle. Let's find a time this week for both of you to visit and make this great decision together!
Objection:
I need to talk to someone first
Response:
I understand the need to gather more information and get different perspectives before making a decision. Based on what we talked about so far, what would be their favorite part? That's great and I think they would be super happy you booked the appointment and we can always adjust things after you speak with them. Is the [DATE] good or is [DATE] better?
Objection:
Mr. XYZ is in a meeting
Response:
I completely understand. When will he be out of the meeting? When would he be available to take my call? What time does he usually arrive in the morning?
Objection:
Send me something in the mail. I will see that he gets it
Response:
I would be glad to send an email to Mr. Xyz. And that’s one of the reasons why I would like to speak with him. You see, we have a wide range of Services and product, rather than waste his time...and yours...with a pile of material that would never get read, what I would like to do is take a moment or two of his time and identify those areas that would best meet his needs. How does that sound?
Objection:
I have other shops to call first
Response:
I understand you want to do your homework before making a decision. More information is always helpful to make the right choice. Out of the benefits I explained so far, what did you like the most? [THEY WILL REPLY]. That's great! At the end of the day, time is the only thing more valuable than these benefits so let's save time and get you booked in right away.
Objection:
I'm still shopping around
Response:
I understand and I'm sure you'll end up making the right decision. When shopping around do you prioritize finding the absolute best price possible or do you place greater emphasis on discovering unrivaled value, impeccable service, and exceptional quality?
Objection:
We're sticking with our current detailer
Response:
I completely empathize with your decision to continue with your current detailer. I'm genuinely curious, though, is your inclination to stick with your current service provider because we are slightly more expensive or is it because I haven't effectively explained the added value you will gain by choosing our business instead?
Objection:
We're stuck in a maintenance contract
Response:
I understand and out of curiosity if your contract ended tomorrow would you consider moving forward with our shop as your service provider? If so, would you consider doing both at the same time or would you prefer we lock in our agreement today with your future service start date when your current service agreement ends?
Objection:
Your competitor has a better offer
Response:
I agree, they may be charging less but we take the lead with a service that goes beyond just the price point. We prioritize quality materials, skilled techs, and an excellent customer experience. At our shop, you can trust that the value we provide far outweighs the difference in price. Let's get you booked in so you can benefit from that value today!
Objection:
Your competitor has a better reputation
Response:
I understand and while they may have built a strong reputation over time, we are growing rapidly because the market has a need for better options and better service. We fill those needs with exceptional quality and top-notch customer experiences as seen by our positive reviews. Take a chance on the new guys and let's get you booked in so you can experience it first hand
Objection:
Your competitor offers a faster delivery
Response:
I agree, service time is crucial. We prioritize quality and precision work. It may take us a bit longer, but we ensure that the final result meets the highest standards. Our attention to detail, skilled techs, and premium materials make us different. The extra time invested in our process translates into a better service. We value your time and trust, and our commitment to quality will provide you with better results.
Objection:
Your competitor offers more
Response:
I understand they may have more on the menu and while some take the "we do it all" approach we provide our customers with meticulous and detail-oriented work in areas where we are industry leaders. We go the extra mile for our customers with a focus on delivering outstanding value exceeding your expectations. Let's get you booked in to see why you actually get more with us instead of just fluff.
Objection:
I'm going to sleep on it
Response:
I understand the importance of making a well-thought-out decision. Before you go, please share any specific questions or concerns so that I can address them and give you all the necessary information to make an informed decision when you wake up. What is the #1 thing you would need to know to make the best decision? Pricing, services, turnaround time...
Objection:
I'm going to sleep on it #2
Response:
I understand if you're not quite ready to pull the trigger right now and that you want to sleep on it. I usually get my best sleep after days of making great decisions. When was the last time you tossed and turned at night after making a great decision? Let's book your appointment so you can sleep like a baby!
Objection:
Just send me an email
Response:
Sure thing I can do that, what is the best email address to reach you directly? [REPLY] Great and I'm sure you get tons of email and I want to make sure mine is valuable so if there is one thing I could include that would spark your curiosity what would that be?
Objection:
We're going to wait
Response:
I totally understand you want to wait. Out of curiosity if the service was free would you book right now? [YES I WOULD]<br>Got it and that's what most people say, but why would you book now if it was free? [REPLY WITH REASONS]<br>Ok great! I can't do free but we can make you one heck of a deal! Let's get you booked
Objection:
I don't need a ceramic coating
Response:
I understand and it's important to make an informed decision about protecting your vehicle. Ceramic coatings provide many benefits such as [LIST BENEFITS] If you prioritize keeping your car in the best possible condition and reducing maintenance efforts, a ceramic coating will greatly benefit you. Let's get you booked in now
Objection:
I don't need detailing
Response:
I understand and some may not prioritize car detailing. The benefits of restoring your car's appearance and protecting the value in the long run help improve resale value. Even if you don't require frequent detailing, occasional treatments can significantly enhance your car's overall look, protect your investment and you get to enjoy it right away. Let's get you booked in
Objection:
I don't need paint protection film
Response:
I understand as I used to share this perspective until I got my first couple rock chips that were costly to repair. Now I enjoy superior protection from scratches, stone chips, UV rays and I'm preserving my resale value and washing is a breeze. With these obvious benefits, I've got to know... is it the price or is the return on investment unclear?
Objection:
I don't need window tinting
Response:
I understand and I don't want you to miss out on benefits such as reducing theft, blocking harmful UV rays and saving you money on fuel by reducing the need for excessive air conditioning. Tinting is an investment in your comfort, well-being, and vehicle's longevity. Let's book you in so you can enjoy this new level of comfort.
Objection:
I just detail my own car
Response:
I totally understand that washing your own car can be satisfying. Would you consider this one of your hobbies or do you have other hobbies or interests? [WAIT FOR REPLY ABOUT HOBBIES] That's great, I'm sure you agree you'd much rather be enjoying your favorite hobby vs. washing your car. Let's book you in so you can enjoy more of what you really love doing.
Objection:
I just detail my own car #2
Response:
Got it. On a scale of 1 to 10 what would an extra 2-3 hours of together time mean to you and your family with 10 being the best thing ever? We'd be happy to showcase our expertise and provide a personalized experience to meet your car care needs in-between your DIY sessions. This way you can save time, effort, and ensure your car looks its absolute best.
Objection:
I don't detail my car in the winter
Response:
I understand although winter can be really harsh on your vehicle due to salt, snow, and slush, causing corrosion and damage which impacts your resale value and your enjoyment. Plus with flu season and germs, it's arguably the most important time to get your car detailed professionally. Let's book you in to preserve your vehicle and improve your air quality for your family road trips.
Objection:
I usually just go through the car wash
Response:
I hear ya and I'm guilty of that too sometimes. For quick exterior cleans this is an option and we can work together to ensure your vehicle is coated to minimize damage during car washes and even restore your vehicle after the inevitable car wash swirls appear. With us you can expect a more personalized touch and attention to detail, leaving your car looking and feeling as good as new.
Objection:
I'm not interested
Response:
I understand and appreciate your honesty. I only need 3 minutes to explain the benefits of our [SERVICE] and once done you'll agree this was the best thing you said yes to all day. [INSERT ELEVATOR PITCH] As you can see I would have been doing you a disservice if I let you go. It's my duty to get you the service you deserve. Let's get you booked this week.
Objection:
I'm not interested #2
Response:
I didn’t expect you to be interested in our service since you don’t know enough about this yet. But like me and everyone else, I do know you’re interested in taking care of your vehicle and that’s why I’m calling. Tell me, if I show you how you can [INSERT BENEFIT HERE] and even save you [TIME OR MONEY] wouldn’t you be happy you spent a few minutes to benefit from our service?
Objection:
I'm too busy right now
Response:
I understand you have a lot going on at the moment like a lot of our customers. I'm calling to save you time since most customers are too busy to look for a company for [SERVICE]. The good news is we have the perfect solution for you and you'll be able to cross it off your todo list after this call. I know you're interested in [SERVICE]. Which day this week is best to book you in?
Objection:
I've never heard of your business before
Response:
I completely understand and while we may not have crossed paths yet, we have already received great feedback from our satisfied customers and would be more than happy to provide references. Our high quality work, attention to detail, and customer satisfaction sets us apart from companies you may already be familiar with. Let's get you booked in for your first visit
Objection:
Send some information over
Response:
Sure thing, I’d be happy to email our information over to you. I have a 50-page service feature book I can send you, but let me ask you a couple of quick questions so I can only send you the part that you would benefit from the most. I wouldn’t want to waste your time.
Objection:
Send some information over #2
Response:
Sure thing I’ll be happy to do that, but If you’re serious about learning how our service can benefit you, then I’d suggest we take a couple of minutes right now to discuss the value you'll receive from our [SERVICE NAME] service. After that, if you’re really interested, I’d be glad to get something out to you – sound fair?
Objection:
Send some information over #3
Response:
Of course, but before I do that, I want to make sure this is actually a good fit for you and your vehicle. Let me ask you a couple of quick questions so that I don't waste your time.
Objection:
We were a customer but had a bad experience
Response:
I totally understand and accept 100% responsibility for the fact that you are not a client today. Tell me, where did we drop the ball when you were a customer? I would love to find out how we can make things right and improve our customer experience for you. I'm here to raise the bar and ensure your complete satisfaction.