Overcoming Common Objections
General Tips Too busy to see you
Most objections will probably be an excuse for the client to
Confirm to the enquirer that all you need to help them is basic
end the call, possibly because they are wary about dealing
information regarding their current circumstances – some of
with an intermediary. Try and put your clients mind at rest and
which you will already have on the lead. Tell the enquirer
advise that you are FSA regulated - most people will not know
exactly how long it will take to run through the additional
how heavily regulated the industry is, which means they will
information needed and that if you haven’t finished by then
not know how heavily protected they are.
they can hang up on you. Advise that once you have all of this
information you will be able to search the market for them to
Common Objections
find the best deal. Confirm that the options you’ll recommend
can be sent to them by email or in the post.
I didn’t know you were going to call
If it is not convenient for the enquirer to speak at that point,
This is likely to be an excuse to enable the potential client to
confirm when will be more suitable and agree to call back
cut the call short. If they say this, it is useful to know the
then. Before closing the call leave your contact information so
procedure the clients go through when submitting a lead. Try
that they can call you back any time before then, should the
and jog their memory i.e. it was a short online form you
need arise.
completed on moneysupermarket.com and you will have
received an email, text or pop up box confirming that I was
Expecting an email quote
going to call? If the client is adamant then take their word for it,
If they were expecting an email quote and you cannot
as causing an argument is clearly not the best way to start a
persuade them to see you then send them what they need.
business relationship. Try and persuade them to continue to
The golden rule when dealing with internet leads is to
listen to you by advising them that all you want to do is help
adapt to the needs of the customer. Let them choose the
find the best product for them.
mode of communication as this will help them trust you.
I didn’t submit an enquiryGoing to a high street lender
Again, a client is likely to give this response to avoid any
Try and find out which lender it is and advise that they may not
potential “sales” calls. Confirm how you received their
be getting the best deal available. All you are trying to do is
information, mentioning the online process including the
help them find the best product on the market to suit them.
pop-up box and email that they will have received from
What is the harm in having more than one option?
moneysupermarket.com. If they are adamant that they did not
submit any request for advice, then apologise for interrupting
Do you charge a fee? I only want to deal with an adviser
their day and try and convince them to continue to listen to
who doesn’t charge a fee
you as you could help to save them money, either now or in
This response indicates that the client does not fully
the future. After all, if they are not in the market for a new
understand how you achieve your earnings. Highlight whether
mortgage or insurance policy now, they may well be in a
or not you charge a fee along with the reasons behind this.
couple of month’s time.
Then move on to highlight the alternatives.
I was searching for information for a friend /
If possible, give the client a choice on which avenue they
family member
would rather you take. In all cases you should tell the client
Enquirers of this type will fall into 2 groups – those without a
exactly what they are paying for so that they understand that
mortgage or insurance requirement and those with. Ask what
they are getting a value for money service.
their status is at present and explain that you could provide
However, if you do charge a fee and cannot deter from this
them with any assistance that they may need. If they are not in
then advise the client of the payment options – i.e. is it
the market at present ask if you can keep their information on
required upfront, can they add it to their mortgage advance
file for use in the future.
etc. The more flexible you are with regards to this, the more
You should also ask that they pass on your contact details to
likely you are to retain the attention of this client.
the person who actually needs the assistance, explaining that
And in all cases…
you cannot call them unless they give you direct consent. You
should emphasise the level of market access you have and
1. Advise that using the services of an intermediary such as
that even if they have sought advice elsewhere that you may
you can help to save money – all you need is the opportunity
be able to get them a better rate.
to do this for them.
I have already spoken to another adviser
2. Liken the financial transaction to something that they will
understand so that they can fully appreciate the value that you
Lay out your stall, be honest and try and get the client to at
bring. An example is that they wouldn’t build an extension
least give your proposition a shot. Advise that you’re not afraid
without speaking to an architect first; similarly they shouldn’t
of a little healthy competition and that all you want to do is try
arrange their mortgage without speaking to a qualified
and find the best product to suit them. It is, after all, their
professional.
decision who they choose to do business with.
Telephone:
01244 220 658
Email:
sales@paaleads.com
Web:
www.paaleads.com