Objections, FAQs, Audibles & Strategies

Objections

“I need to talk to my husband/wife first.”

Rep: I totally understand. Let me ask, do you think your partner is going to want to book an appointment with us?

Prospect: I think so.

Rep: Okay, well let me ask you this, since you think they will go ahead and give the “Ok” here and we are so busy, do you want to just go ahead and book the evaluation with us? If he/she decides not to want to do it then we can cancel. Would that be fine with you?

“I need to see what time works with my partner”

Rep: That makes sense, let me ask what times are you and your partner generally available?

Prospect: We are free at X time.

Rep: Well if you think he/she will go with it, let me ask, do you want me to go ahead and book that time and if they can make it work, great. We’re pretty busy and I would have for you to lose the spot and have to wait longer. If they can’t do that time, then you can just call us back and reschedule it. Does that work for you?”

"I don’t know if we need an entire program. We really just have one issue."

How about this, I send an evaluator out to you and you and him can go through the eval process and if you need just one lesson, why don’t we sell you that. If you need more, we can figure that out at the eval process.

“I don’t need training, I just need potty training.”

Normally if a dog is pottying in the house, there are other issues that go along with the potty training. If you want to we can do just a potty plan over the phone for $97 or we can have someone come out and do an eval and see if there is other stuff to work on.

When they just want the price

Always start by trying to get some more info about them and direct them back to your script. If they continue to interrupt or just ask about the price, then stop them and ask in a diplomatic way and tell them “I can give you a range of our program prices. It is tailored to the dog, your needs and level of training. But before I do that, are you just basing your decision on price? Or do you care about the quality of the service? Because we aren’t the cheapest and if that is what you are going for, we probably aren’t the trainers for you."

Wait on their reply and if they are just concerned with the price, then give them the range. Note: This can be taken as aggressive or pushy, so make sure to be diplomatic here.

FAQs

“If we do decide to go with you, can we change the card on file?”

Yes. Of course, you can use whatever card you would like to use.

“I am about to move in X days/weeks/months, etc. should I start now or wait until I get into my new house?”

“We suggest starting before you get moved, because when you get to the new place you’re gonna want a dog that doesn’t jump, pull, potty, etc. And generally speaking, the training should transfer over to the new place as well. So we recommend starting before you actually get moved into the new place.”

“What qualifications do your trainers have?”

“Our Master Dog Trainer Corey came up with a certification process for our Dog Pro's that all of them go through to get certified through us. So when they get hired, they all go through this process and get certified through us.”

Audibles

1) They live out of the area.

“It appears that you are a bit outside of our service area. Let me do this, I am going to send you a recommendation to a trainer that services your area. If you want me to, I can pass your info off to the other trainer as well and have them reach out if you would like me to.”

2) The dog is aggressive/reactive.

Rep: So unfortunately we don’t train dogs that are aggressive/reactive, however I do have some good news. We partner with a trainer here in town that does work with aggressive/reactive dogs and they do GREAT work. Let me do this, I am going to send you their number if you want to reach out. Or if you want me to I can send your info to them and have them reach out.

Prospect: Why don’t you train them?

Rep: We specialize in a certain type of dog and aggressive/reactive dogs aren’t under our service umbrella. However the trainer I am going to recommend to you, they do work with aggressive/reactive dogs and do a great job.

3) The dog is under 7 pounds.

Rep: So unfortunately we don’t train dogs that are under 7 pounds, however I do have some good news. We partner with a trainer here in town that does work with small dogs and they do GREAT work. Let me do this, I am going to send you their number if you want to reach out. Or if you want me to I can send your info to them and have them reach out.

Prospect: Why don’t you train them?

Rep: The methods and ways we use just work best with dogs that are over the seven pound mark. However the trainer I am going to recommend to you, they do work with small dogs and do a great job.

Strategies

Call backs. NEVER trust someone to call you back. Always ask them when you will hear back from them and tell them you will call them back if don’t hear from them. It is our job to book appointment and screen people to not book. We care more than they do, so it is our job to follow up with them if they don’t book on the spot.

If they text or email before calling. As TA’s we are so excited to get people on the phone with us to be able to book them in and get them an eval that we can jump the gun in a few certain areas. So if someone emails or texts in before talking to us on the phone, it is better to build some rapport over the text or email before asking them to just jump on a call with us. If they ask about the price over text or email, then ask them some basic info about their dog and after a few texts or emails, ask them to hop on a call to iron out the rest of the details.