Overcoming Objections: Sales Tips for Home Improvement Businesses

When the customer enters to win windows, we're going to say, oh, okay, what makes you, what makes you pick the windows? And they're going to say, oh, ours are just old. I mean, nothing really. They're just old. And they're going to give us the just old over and over and over again. Because when they say just old, what they're trying to do is say, yeah, they're not that bad, right? Well, a good call center person knows they have to pull the information out of the customer and say, oh, well, you know, with those being 20 years old, what are you noticing you're not too crazy about? "Wow, they're a little drafty." "Oh, okay. Which ones are we noticing that with the most?" "Oh, the ones upstairs." "Oh, what rooms are those in?" "The bedroom." "Oh, the bedrooms. The drafty windows are in the bedrooms. Okay, I understand. How long have you noticed that they've been drafty like that?" "Oh, it's been a while. I mean, we moved in 10 years ago. I mean, we kind of knew they were drafty then, but they've gotten worse over the time." "Oh, okay. What kind of things have you tried to remedy or cope with that?" Well, I mean, we've put plastic up a time or two. Okay, leading cause of divorce in the Midwest, putting plastic up on windows in the fall, right? And so, you know, you'll have that. So you say to the customer, was that a fun weekend for us as a family? No, it wasn't. Oh, so let me ask you a question. I mean, with the windows being drafty, putting the plastic up, it's been several years and the Draftiness is in the bedroom. Is it safe to say that whether you win or you don't win, it's definitely something you're gonna do in the future? Well, yeah, now that you mention it, probably. That's our in, guys. That's our in. But we had to create that urgency because it may not have been there when they entered the drawing, right? So we have to create that urgency on the phone, and that then gives us a reason for the appointment. But we have to be very clear on that commitment. Whether you win or you don't win, Either way, are you gonna have to do it? You are. Just like either way, you guys are gonna buy the new car, right? Same thing.