A nationwide warranty supplier helping consumers find the right programs for their vehicle protection needs.
Top of the Call Objections
Even if you have the most perfect intro – you will still get consumers who won’t want to talk to you because they think they’re on a sales call (these are called Top of the Call objections). You’ll want to signal that you are a consultant who rates/quotes vehicles and tries to get them good coverage.
Below are the most common objections you will get from consumers with responses on how to answer them properly. There is a format (structure) for answering top of the call objections – it’s important to remember this format:
Top of the Call Objection Format:
- 1. Listen (actively) to what the consumer is asking.
- 2. Answer their question / objection as briefly as possible.
- 3. Give the consumer a call-to-action (ask them a question – “what’s the current mileage?”)
Common Top of the Call Objections:
OBJECTION: Who is this? || What is this about?
RESPONSE: SCC, getting back to you about warranty – what’s the current mileage?
Warren T.
Warranty ConsultantOBJECTION: Where/How did you get my information?
RESPONSE: They don’t give me that information, I work in enrollment. Typically it’s a referral from a dealership or online source – what’s the current mileage?
Mercedes B.
Senior Warranty ConsultantOBJECTION: I don’t have that vehicle anymore.
RESPONSE: No problem, we quote all makes and models – what’s the current mileage of the vehicle you’re driving now?
Warren T.
Warranty ConsultantOBJECTION: I already have a warranty – I’m all set!
RESPONSE: Great, I’ll make a note of that when I pull the quote – typically we save consumers quite a bit since we’re wholesalers – where’s your mileage at right now?
Mercedes B.
Senior Warranty ConsultantOBJECTION: I’m not interested in getting a warranty.
RESPONSE: Great, all we’re doing now is grabbing quotes for you – what’s the current mileage?
Mercedes B.
Senior Warranty ConsultantCommit these responses to memory. As a sales agent, you’ll want to build up your mental library of responses so you can answer any objection at the top of the call. By doing so you’ll get into pitches all day long (and remember – if you can pitch, you can sell!).