Shared note

🚨 CUSTOMER OBJECTION #1

“IT’S TOO EXPENSIVE.”

CUSTOMER:

“No, I don’t want that package. It’s too expensive.”

DON’T ARGUE.

❌ “It’s actually not expensive.”

❌ “But it’s a really good deal.”

❌ “You should take it.”

Instead:

A — ACKNOWLEDGE

AGENT:

“I completely understand, James.”

E — EMPATHY

“I appreciate that keeping your monthly bill within your budget is important.”

R — REASSURANCE

“Let me see what options are available that could give you better value while keeping your budget in mind.”

PROBE

“May I ask, is the monthly price your main concern, or are there any services included that you don’t really need?”

CUSTOMER:

“It’s mainly the price.”

SOLVE

“I completely understand. Since price is your main concern, I’ll focus on finding an option that gives you the services you actually need without adding unnecessary extras.”

⸻

🚨 CUSTOMER OBJECTION #2

“I CAN GET IT CHEAPER ELSEWHERE.”

CUSTOMER:

“I’ve checked another provider and they’re offering me something cheaper.”

AER

AGENT:

“I completely understand, and I appreciate you taking the time to compare your options.”

“It’s important that you feel you’re getting the best value for your money.”

PROBE

“May I ask, what was the main thing that attracted you to their offer—the monthly price, the broadband speed, or the services included?”

CUSTOMER:

“Mainly the price.”

FOLLOW-UP

“I understand. Apart from the price, is there anything else that’s important to you, such as reliable broadband or particular TV content?”

RECOMMEND

“That’s helpful to know. Based on what you’ve told me, I’ll focus on an option that addresses the price while still meeting your broadband needs.”

⸻

🚨 CUSTOMER OBJECTION #3

“I DON’T NEED ANYTHING ELSE.”

CUSTOMER:

“No, I’m happy with what I have. I don’t need an upgrade.”

AER

AGENT:

“That’s completely understandable. If you’re happy with your current services, I wouldn’t want to recommend something you don’t actually need.”

PROBE

“What I can do is ask you a few questions about how you’re currently using your services. That way, I can check whether your current package is still giving you the best value. Would that be okay?”

CUSTOMER:

“Sure.”

PROBE FOR NEED

“How many people are using the broadband?”

“What do you mainly use it for?”

“Do you experience buffering or slow speeds?”

DISCOVERED NEED

CUSTOMER:

“Sometimes the connection struggles when everyone is online.”

RECOMMEND

“I understand. So although you’re happy with your current package, you’ve mentioned that the connection can struggle when everyone is online.”

“Based on that, I can recommend an option that’s more suited to your household’s usage.”

⸻

🚨 CUSTOMER OBJECTION #4

“I NEED TO THINK ABOUT IT.”

CUSTOMER:

“That sounds okay, but I need to think about it.”

AER

AGENT:

“Of course, I completely understand. It’s important that you’re comfortable with your decision, and I wouldn’t want you to feel rushed.”

PROBE

“Just so I can make sure I’ve addressed everything for you, is there anything in particular you’re unsure about—the price, the package itself, or the services included?”

CUSTOMER:

“It’s mainly the price.”

RESPONSE

“Thank you for letting me know. I completely understand that the monthly cost is important to you.”

“Let me see if there’s another option available that may be a better fit for your budget.”

⸻

🚨 CUSTOMER OBJECTION #5

“I WANT TO CANCEL EVERYTHING.”

CUSTOMER:

“I’ve had enough. I want to cancel everything.”

🚨 DON’T PANIC.

This is where your AER is very important.

A — ACKNOWLEDGE

“I completely understand.”

E — EMPATHY

“I’m sorry to hear that you’re considering leaving us.”

R — REASSURANCE

“Before we proceed, if you’re happy for me to, I’d like to understand what’s causing the concern and see if there’s anything I can do to help.”

CUSTOMER:

“My bill is too high.”

PROBE

“I completely understand why you’d feel that way.”

“Just so I can understand your situation better, apart from the price, are you generally happy with your broadband and TV services?”

CUSTOMER:

“Yes, they’re fine. It’s just the price.”

IDENTIFY THE REAL OBJECTION

AGENT:

“That’s really helpful to know. So your main reason for wanting to leave is the monthly cost rather than an issue with the actual services. Is that correct?”

CUSTOMER:

“Yes.”

SOLUTION

“Understood. In that case, I’ll focus on finding an option that could give you better value while keeping the services that you’re happy with.”