Exam (elaborations)
APTIVE SALES GUIDE OBJECTIONS / SMOKE SCREENS QUESTIONS AND ANSWERS
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APTIVE SALES GUIDE OBJECTIONS / SMOKE SCREENS QUESTIONS AND ANSWERS...
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APTIVE SALES GUIDE OBJECTIONS / SMOKESCREENS QUESTIONS AND ANSWERS
"Do you have a card or a flyer?" ANSWER: Oh, I don't carry fliers. I'm simply
setting up a few last folks in the region today, so the deal remains with me. You
know, when I'm not running this offer, it may be quite expensive. We only offer
a discount like this approximately once a year, when we are already in the area
and have a handful of vacancies on the route. I'll tell you what: if you can finish
it with the rest of your neighbours tomorrow..."
Can I call you later?" - ANSWER "Sure, I have a number, but I'm not offering a
call-in discount today. The price I can currently give is $150 less than what you
would pay through the office. But, as I previously stated, I have some room on
my route, which is why I will be able to complete it for half the price tomorrow.
Will you be here in the morning?"
"Is this a contract?"" - ANSWER The best ANSWER is to let the customer
know we have a 1-year, 2-year or 3-year agreement. The reason we do this is to
reward our customers' loyalty by guaranteeing their discounted rate won't
increase during the term of the agreement. Another great ANSWER is, "Of
course, I'm putting all these homes under warranty. I am not one of those lesser
organizations that will leave you hanging if the pests return."
"I don't want it for a year." - ANSWER: "Sure." Most of our customers will stay
with us for as long as they live in their house. In fact, many of your neighbors
are opting for our 3-year agreement because our current rate is so low. Inform
the customer that the majority of our customers stay with us for life, which will
help them understand that one, two, or even three years isn't a long time.
"I DON'T WANT TO SIGN A CONTRACT." - ANSWER Assure the customer
that you understand and explain that Aptive's service has a 100% satisfaction
guarantee. If the customer's pests return, Aptive promises to re-service the home
at no extra charge as many times as necessary to resolve the infestation. After
explaining this to the customer, look them in the eye and ask, "Does that sound
fair to you?""
, It's also worth noting that the customer benefits from the agreement since it
secures the price reduction for the duration of the contract. Even in the face of
increased labor expenses, a surge in gasoline prices, or general inflation, the
Aptive rate will always reward their loyalty.
"What happens if I decide I don't want it after six months?"OR, "CAN I JUST
TRY IT OUT?" - ANSWER Ask the customer, "What prompted you to cancel
after only 6 months?" Then respond to their ANSWER by selling the value of
year-round control: "You know, I ask that you try me out for at least the first
year to earn your business. It takes at least four seasons to break up all of the
pests' egg cycles. Even after the first year, maintaining a protective barrier
around the home and yard is necessary to ensure that pests do not return. This is
why the majority of our customers stay with us for the duration of their
residence." Pests, like weeds, will always reappear if seasonal, normal treatment
is not performed.
Make sure to provide stress-free re-services and minimize concerns about the
agreement term, with the understanding that we hope to stay with them for as
long as they live in the house.
"I JUST WANT A ONE-TIME SERVICE" - ANSWER If the customer insists
on not wanting a regular service, explain that one-time services are ineffective
for providing a long-term pest control solution. For instance, "I stopped offering
one-time services years ago because I got tired of customers complaining." The
difficulty is that the bugs will return in just 30 days because breaking up their
egg cycles requires numerous treatments. Really, the only people who use a
one-shot therapy anymore are real estate brokers attempting to sell a home
quickly.
"I would never do that to you guys. The trouble is that even if we treat them
once, they will return. It's often like dumping gasoline on a fire because you
might even stir it up. Even the best products, which are only available to pest
control operators, will break down after 90 days. To control the various pest
cycles, a year-round service is required, as different bugs breed at different
times of the year and hatch on a regular basis. This is why we always return 30
days later.
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