How to respond to a “think it over”
Is it okay for a person to “think it over?”
HVAC (heating, ventilation, and air conditioning) sales and salesmanship in general is a process of building a trusting relationship with a customer. Healthy relationships are built on trust and mutual respect for one another. In other words, we all have the right to be treated respectfully, and we all have the right to expect honest interactions. We all desire the freedom to say “yes” or “no” to requests from others. I believe this is a foundation we can all agree on.
The challenge in the HVAC sales process is facilitating open and honest interaction. Many times a prospect, customer, or client will give you a “think it over” to avoid saying “no.” When you hear this, you should encourage them to say “no.” In other words, go for the “no.”
If they agree with you, then you are much better off because you avoid being hooked into chasing someone who hides and hopes you go away. Are you chasing people in a pipeline of business? If this hits home for you, read on.
I have closed a lot of deals after encouraging a prospect to say “no.” “No” is the BEST place to start influencing, because they will relax.
Continue the process by doing the following:
Thank them, and always show sincere gratitude for their honesty.
“Thanks, I really appreciate you being honest with me and I’m glad we’re done. Before I leave, may I ask you a question?”
Wait for permission…
“What prevented you from moving forward?”
Then, wait for the answer.
Now you are on your own. You’ll find the prospect’s roadblock, and you might just be able to go around it. The prospect is stuck, and this is how you can help them get unstuck. As an advisor, it’s your job to coach them to make the best choice for themselves. And “NO” today may be the best choice. You’ll make more HVAC sales when you learn to go for the “no” instead of chasing a “think it over.”