Ask again: “So when would you like us to come out?”

Customer: “I just really want an estimate, that’s all.  If you can’t give me a price then I will probably just shop around and call you back if we decide to use you…”

PLAN C (IRAP) – CSR: 

  • Isolate: Mr./Mrs. Jones, is it just the fee that you’re concerned about?
  • Resolve: If it weren’t for the fee, would you move forward with the appointment?
  • Ask: If I… (waive the dispatch fee/apply a coupon for $__/other negotiation tool YOU come up with) would that be enough for you to move forward with an appointment?
  • Pause:  Wait silently for a response.

Listen to these 2 example calls: