Drill 12 · 2 min
Financing as a monthly number
Why it matters
This moment comes right after the price, when the total is more than the customer can pay at once. Most techs miss it in one of three ways. They never mention financing because they're afraid it sounds pushy.
They say "We have financing" and move on, with no number. Or they push payments before they understand the problem. Here's what is going on for the customer.
" They're embarrassed, and they're picturing the whole amount coming out of their savings at once. Eighteen ninety at once and forty-nine dollars a month can feel completely different to the same person. So first, thank them for telling you.
Then give one specific monthly number for the option you recommended, and offer to show them the terms in writing. Then let them choose. In this drill, Margaret has just heard eighteen ninety.
Listen for the worry.
How it sounds
Customer
Eighteen ninety. Well... I'd have to take that out of my savings, I suppose.
Tech
Thank you for telling me. A lot of people would rather leave their savings alone. Can I show you another way to do it?
Customer
Well, yes. I suppose that would be all right.
Tech
With financing, the standard option comes to forty-nine dollars a month. I'll show you the terms in writing, so you can see exactly what it costs over time.
Customer
Forty-nine a month. Oh, that I could manage.
Tech
Then it's your choice. Monthly, all at once, or take some time to think. Whatever feels right to you.
To pass
- Acknowledge her worry kindly before offering anything
- Give a specific monthly number for the recommended option, $49 a month
- Offer to show the terms in writing and leave the choice to her
- Do not lower the price or push for a yes
Your customer
Margaret Ellis
Retiree on a fixed income
Margaret just heard $1,890. When she hints at a money worry, acknowledge it kindly, then offer the monthly number, $49.
The drill picks up mid-call. Margaret already knows why you are there.