Day 9 Costs Too Much, Talked to Someone

Costs Too Much/Can’t Afford It

“Costs too much/I don’t have the money”

 
If a customer gives you this objection, there are two things they obviously don’t understand. The first is that there is no upfront cost for solar, and the second is that it’s a bill swap. They are most likely thinking that this is going to be an expense on top of their current power bill, or that they will need to pay 5 to 10 thousand dollars to install it. Here’s an example of how you might overcome this:
  • Feel: Ex: I completely know how you feel.
  • Felt: Your neighbors expressed the exact same thing actually
  • Found: After they sat down with us they found thatsome text
    • Zero Upfront Cost
    • Bill Swap
  • Transitional Phrase or Question: Ex: Just curious, what’s the highest bill you’ve paid over the past year?
Customer: I don’t have the money for something like this.
Sales Rep: Hey, I completely get it! Most of your neighbors thought that people with solar either won the lottery or took a bunch of money out of their retirement account to pay for it, but after they sat down with us they realized a lot has changed. The two biggest things are that there is no upfront cost at all for solar, you don’t pay a penny out of pocket up front. You’re simply redirecting the money you’re already spending with [electric company] into a cheaper fixed rate. So you’re saving money rather than spending it. Just curious, what’s the highest bill you’ve paid over the past year?
Customer: I don’t know.. Maybe $180
Sales Rep: The reason I ask is…. (Transition to pain story)
 
Already Talked to Someone

“I already talked to someone”

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This objection can mean one of two things. One is that they’ve already talked to other door to door (possibly solar) reps and they think you’re here doing the same thing. The second is that they’ve already sat down with one or more solar reps to go over potential savings. Either way you’re going to treat it the exact same:
  • Feel: Ex: I get it. There’s been a lot of buzz around solar lately.
  • Felt: A lot of your neighbors expressed the same thing.
  • Found: They realized what I’m doing is completely different.
  • Pullback: (take the pressure off)
  • Transitional Phrase or Question: (Example) Just curious, is it you that pays the power bills? Or do you have a spouse that pays them? .. (Transition to pain story)
Customer: I’ve already talked to someone about all of this.
Sales Rep: I totally get it, there’s been a lot of buzz around solar lately. In fact a lot of your neighbors expressed the same thing. The only reason they heard me out is we’re doing something completely different, our program allows you to simply redirect the money you’re already spending into a cheaper fixed rate for your power.  Just curious, what’s the most expensive electric bill you’ve gotten here?
Customer: $260.
Sales Rep: Oh wow. The reason I ask is because… (Transition to Pain)
  • *Important note here: If it is a real concern, it is important to start off by asking “Okay did you sit down with that company to see a proposal or did you just talk to them at the doorstep?” These simple questions will clear a lot up for you as a setter. If they just talked to them at the doorstep then follow the steps above! If they have received a quote or proposal from another company, you need to stop your pitch and ask “After you saw the proposal, what kept you from moving forward?” The rest will be easy, because the customer will give you all the ammo you need in order to overcome those reasons they didn’t want to further look into it and give you the opportunity as a setter to tell them why we are different at Aveyo!
 
Aesthetics

“I don’t like how they look”

 
This objection is arguably the hardest to overcome because it’s an opinion, and unfortunately we can’t tell them their opinion is wrong. A good way to relieve the tension is with some form of joke or icebreaker– if you don’t feel like you’re landing the icebreaker well, then just move into your validation phrase. Avoid trying to change their mind about the aesthetics of the panels and instead side with them. If they get the sense that you’re on their side and saying that despite the look the savings and benefits are worth it, you’ll be much more likely to get the set. The last thing to do is take away the pressure of deciding in the moment whether the trade off is worth it. So do a small pull back and mention that they can decide another time whether they feel like the benefits outweigh the way they look. Here’s how we overcome this:
  • Icebreaker
  • Feel: Ex: I get it. They aren’t the best looking things.
  • Felt: In fact, a lot of your neighbors have felt the same way
  • Found: Benefits outweigh the “ugly” look of the panels
  • Pullback: (take the pressure off) That decision is for another time with actual numbers
  • Transitional Phrase or Question: (Example) Just curious, is it you that pays the power bills? Or do you have a spouse that pays them? .. (Transition to pain story)
Customer: I honestly hate the way the panels look!
Sales Rep: I don’t know what you mean, I think they’re the most beautiful thing you could possibly put on your home… (laughing and smiling). No, I get it. They aren’t the best looking things–you’re definitely right there. In fact, a lot of your neighbors have felt the same way, however after sitting down with us, they found that for all the benefits solar offers, it was worth the trade off of how the panels looked. And over time, they honestly kind of forgot they were even up there. But, that decision is definitely for another time when I actually have hard numbers to show you at which point you could determine for yourself if it would be worth it. Just curious, is it you that pays the power bills? Or do you have a spouse that pays them?
Customer: I pay them.
Sales Rep: Okay. The reason I ask is because… (Transition to Pain)
 
Old Age
 
Overcoming this objection is similar to the “I’m moving soon” objection. You’ll need to help the homeowner see that there is much to benefit from in the short term. Be quick to the point! Also be mindful of the time you spend on the door, you may often waste a lot of time in conversation with old people as they may not socialize with many people. The main thing you’ll want to focus on is the effect inflation has on someone with a fixed income. Ask questions that will help you understand their situation. How long will they be living in the home? This will help you determine if they’ll move and benefit from the home value increase. Will the home be inherited by the family? If so the family will receive the value increase of the solar. What does their taxable income look like? If they pay a decent amount of taxable income, they should qualify for the government tax credits. Here is how you should overcome this concern:
  • Icebreaker: Compliment them
  • Feel: Ex: Hey I totally get it, make sure they’re retired
  • Felt: (bandwagon with the other retired neighbors)
  • Found: Fixed income vs inflation Qualify for tax credits
  • Transitional Question: Ex: How long ago did [power company name] switch your guys meter out?
Customer: If I was 30 years old, I’d do it. But I’m too old to benefit from this.
Sales Rep: What do you mean?? You’ve got to be what… 40 years old? You’re looking great!
Customer: Ohh, I wish
Sales Rep: I’m taking it you’re retired then? (qualifying question)
Customer: Yes
Sales Rep: Well hey I totally understand. In fact, I’ve talked with a ton of your neighbors who are also retired and they expressed the same concern. This program was actually built specifically for folks on a fixed income which is why we’re working with so many people in a similar situation. There’s actually a tax credit that could potentially be paid to you, but it does depend on your taxable income. I’m taking it you’re on social security, is that right?
Customer: Yes
Sales Rep: Gotcha, for the tax credit you just need to be paying income tax. Do you have any other sources of income you’re paying taxes on?
Customer: Yes, I have a retirement account from my previous employer.
Sales Rep: Awesome! Sounds like you’d be a perfect candidate for this. Just know that the biggest change is that there is no upfront cost and your monthly bill won’t increase ever again. Another huge reason your neighbor _____ decided to go solar was because...(Transition to Pain)
Customer: No, just my social security.
Sales Rep: Awesome! Sounds like you’d be a perfect candidate for one of our bill swap programs rather than a purchase. Just know that the biggest thing is that there is no upfront cost and your monthly bill won’t increase like [utility company] does. Another huge reason your neighbor _____ decided to go solar was because... (Transition to Pain)