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26 Cards in this Set
- Front
- Back
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Home Owner has a much higher price with not as good service. |
a. Demonstrate the price difference and the service difference.
b. For example, trash and recycling is picked up on the same day with Burns & McBride and homeowner currently has it picked up on separate days. |
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Homeowner's next door neighbor just switched from the same trash provider. |
Introduce yourself and tell the homeowner that their next door neighbor just switched to Burns & McBride. |
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Homeowner has a slightly more expensive price but different service. |
a. Stress the better service (T/R being picked up on the same day compared to different days of the week).
b. Then the sales rep can close with "and you will still save a little money too." |
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Homeowner has a received a "special rate" from their trash provider. |
a. Ask when the rate was put into place.
b. Stress that we give all our customers the same low rate and you don't have to worry about calling in and getting it lowered. |
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Homeowner acts agitated that you are at the door and seems to be in a hurry. |
a. Stress that it will only take X minutes and then stick to that time.
b. But also, use judgment here. If the homeowner shows increased hostility when you start to explain the offering, offer to come back another time. |
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Spouse does not want to make a decision without the other spouse. |
a. Offer to explain the service anyway and if he/she still is not ready to make a decision, offer to come back. |
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Homeowner just sat down for dinner/lunch. |
a. Leave a door hanger with them and offer to come back.
b. It is highly unlikely that someone is going to buy from you if they have dinner on the table. |
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Homeowner has guests over. |
a. Leave a door hanger with them and offer to come back.
b. People don't want to leave guests unattended to. |
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Customer just paid the trash bill. |
a. Say that we can credit up to two months free (remember this comes out of your points). |
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The customer just switched trash providers and doesn't want to switch again. |
a. Stress the ease of switching to B&M.
b. We will send a letter to your current provider letting them know that you have made "other arrangements." |
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Customer has a low price with yard waste included in that price. |
a. For example, customer uses Econo Haul and has yard waste picked up on alternating weeks with recycling.
b. Do you use any other B&M services?
c. Explain the discount you can get from the True Comfort. |
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I don't make purchases at the door. |
a. Try to infer how strongly they feel about that.
b. Try to explain our offering.
c. If it is a solid no, leave a door hanger and information and invite them to call you after they look it over. |
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This is a no soliciting neighborhood. |
a. These people are usually pretty hard headed about no soliciting.
b. Say something like "Do you mind if I just leave you with some information?"
c. Then you can explain the offering while you are writing the information on the door hanger.
d. If you're lucky, they might change their mind once they listen to you. |
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This "entire" neighborhood has an HOA rate. |
a. First, DON'T assume that the entire neighborhood has an HOA rate.
b. Even though the customer says that it is rarely actually true.
c. If you have made a sale to someone else in the neighborhood, tell the homeowner that some of their neighbors have switched.
d. Then say "Here's why..." |
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Customer wants to think it over and asks if you have information that you can leave so they can review it. |
a. First answer their question. "Yes I have something I could leave with you."
b. Then before you give it to them start explaining it to them and explain why their neighbors have been switching.
c. If they still aren't open to a sale, offer to come back after they've had a look. |
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Customer is currently paying a lower price and does not want to pay more. |
a. Inquire into what they receive with their current service. Perhaps they have trash and recycling on different days of the week and it is very annoying to them.
b. Ask if they have any other B&M services.
c. Explain the potential discount on True Comfort. |
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Customer does not feel comfortable providing information at the door. |
a. First, the key with this objection is that you need to believe that it is completely safe for them to give their information to you. If you don't believe that, it will show in your voice. ASSUME that they will choose auto pay. i. "We have two methods of payment: credit card or electronic check."
b. My tablet is very secure and once your information is entered into the tablet it is encrypted.
c. In fact, I can't even see your information.
d. If they still won't budge, offer to let them input the information.
e. If they still won't budge, explain that if they don't sign up for auto pay that they will be charged $6/quarter extra. If they would rather, they could start with that price and call in and give their information.
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I already have this service with my current trash provider who does a pretty good job. |
a. I understand, we too have many loyal customers-- in fact they're our very best. But what we have to offer is very different than just a simple trash collection.
b. Not only do we offer cost savings, but we also provide: - Higher level of service that is backed up with our exclusive guarantees: ^ We Missed It Guarantee ^ Clean Pick-up Guarantee ^ No Damage Guarantee - Access to our bundle discounts and special service offerings: ^ True Comfort coverage on both heater and a/c for $12/ month. ^ Two preventive maintenance visits, one for your a/c and a second for your heating system next fall; PLUS ^ Our exclusive 60-day we missed it guarantee ^ 24/7 emergency service availability ^ 15% discount on any needed repairs
c. Do you see how these added features can be of benefit to you?
d. And as a new trash & recycling customer you can qualify to get all of these benefits for just $12/mo. This is normally a $320 value - so you can save over $170 this year alone.
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Econo- Haul
-Price $75-85/ quarter - T/R same day - Recycling every other week - Yard waste $4/month - 12 bag limit
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a. I understand, we too have many loyal customers -- in fact they're our very best. But what we have to offer is very different than just a simple tune-up.
b. Our True Comfort membership includes: -Two preventive maintenance visits, one for your a/c and a second for your heating system next fall; PLUS - Our exclusive 60-day we missed it guarantee - 24/7 emergency service availability - 15% discount on any needed repairs
c. Do you see how these added features can be of benefit to you?
d. And as a new trash & recycling customer you can qualify to get all of these benefits for just $12/ mo. This is normally a $320 value - so you can save over $170 this year alone. |
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Evergreen
- Price: $70-80/quarter -T/R same day - Recycling weekly - Smaller recycling cart - Yard waste $6/month -10 bag limit |
BMHC ADVANTAGES a. Usually lower cost. b. They bill every two months, so while their bill may be about $55, it works out to be about $27.50/month our charge is $21.60 a month. ($82.50 vs. our $65 per quarter)
c. They charge $4/month for yard waste which brings their total monthly cost to $31.50, compared to our $29.60/month total cost with yard waste- plus we will take up to 20 bags per pick-up while they limit the customer to 12 bags.
d. Performance guarantees
e. Access to special offers & bundle discounts |
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Republic (Allied)
- Price: $70-85/quarter - T/R collection usually on same day - Recycling every week - Smaller recycling cart |
BMHC ADVANTAGES a. Usually lower cost b. Larger recycle cart c. We offer 2nd recycle cart at no charge
d. They charge $18/quarter for yard waste which brings their total quarterly cost to $93, compared to our $89/quarter total cost ($65+$24) with yard waste- plus we will take up to 20 bags per pick-up while they limit the customer to 10 bags.
e. Performance guarantees
f. Access to special offers & bundle discounts |
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Waste Management
- Price: $70-80/quarter - T/R collection on different days of the week - Recycling every other week |
BMHC ADVANTAGES
- Lower cost - T/R same day of the wekk - Performance guarantees - Access to special offers & bundle discounts |
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Another company handles our tune-ups |
a. Most customers don't realize that they really don't have a contract and that they can change companies.
b. The important data to get is if the customer has pre-paid for the service.
c. Focus on the customers that have not pre-paid
d. Inform them that our service is an annual membership and not just a tune-up.
e. The membership privileges are 15% discount on all parts and labor, 60 Day We Missed it Guarantee, true 24 hour emergency service 365 days a year and when you bundle our services we can save you money. |
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Your price is too high |
a. Our price may be higher but the biggest difference we see is that other companies are providing just a tune-up and we are providing a membership with additional benefits.
b. Did you know the typical cost of a service call is over $350? Our 15% discount on parts and labor would actually make our annual cost cheaper than other companies.
c. On top of the parts and labor discount, we completely insure our work with our 60 Day We Missed it Guarantee |
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Our system runs fine we don't need annual maintenance. |
a. Your system is just like a car.
b. What happens if you don't change the oil in your car?
c. It's not going to run as well and eventually will break down.
d. Your system does need to be cleaned and adjusted on an annual basis to keep it running like it should.
e. In fact, all new systems are required to have annual maintenance done on them or they will forfeit the labor contract. |
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I already have this HVAC service with another provider who does a pretty good job. |
BMHC ADVANTAGES
- Lower Cost - T/R same day of the week - Larger recycle cart - We offer 2nd recycle cart at no charge - Performance guarantees - Access to special offers & bundle discounts |
