What to Say When the Client Says, “I Want to Think About It” by David Ward
When prospective clients tell you, “I have to think about it” or “I have to talk to my spouse,” do you know what to say? Here’s how to overcome those common objections and “close” more clients. First, when the appointment is made, ask if they are married or have a significant other and if so, tell them they both need to be present at the appointment. If they balk, ask if they can make a decision to go ahead without their spouse, and if they say yes, ask again! Asking, “Are you sure?” will often cause them to admit they probably need to have their spouse with them. Second, before you present your “solution” to their problem, take some time to discover what it is that they want to accomplish. Ask questions about why they contacted you and about their most pressing concerns or objectives. Only then should you show them how your services can help them get what they want. When they tell you they want X and later say, “I have to think about it,” you can remind them that they told you they wanted X and ask them, “Has that changed?” or “Did I misinterpret?” By involving them in the process right from the beginning, they will tell you what you need to do or say in order to get “the sale.” Third, when they say, “I have to think about it,” ask them WHAT they have to think about. Make them tell you. Remind them of the benefits they get when they go forward, and what they lose or risk losing if they do not. When someone says they have to think about it, money is often the real issue. Don’t hesitate to ask if this is what is causing them to hesitate. When they admit that it is, make sure there are no other objections by asking, “So, if it wasn’t for the money, you’d go ahead?” Or, “If we can work out the money part, would you go ahead today?” If they have previously admitted that they want the benefits you offer and have no other objections, a payment plan may be all you need to offer to get them to go forward. Finally, you can increase your closing percentage by prequalifying prospects before they come to see you. In addition 24
Attorney Journals Orange County | Volume 193, 2022
to asking about their ability to make a decision (with or without their spouse, partner, superior, or committee), you can give them an idea of what your services may cost and see if that’s going to be a problem. A few hours spent with books on sales can provide more ideas for closing more prospects. A good one to start with is Tom Hopkins’s classic, “How to Master the Art of Selling.” Okay, so the client is sitting in your office and it’s time to sign your retainer agreement. Does she? Are you “closing” as many clients as you would like? If not, here are seven things you can do to improve your percentages: 1. Have your retainer agreement out, in advance. If you hide it and whip it out when it’s time to sign, people get nervous. Put them at ease by letting them get used to seeing the paperwork sitting on your desk during the consultation. You should also point to the documents with the pen you will ask them to sign with. Let them get used to seeing it out and open. 2. Assume they will sign. Everything you do and say should be consistent with them becoming your client. Say, “When we get your case started…” not, “If you decide to hire me….” Here are examples of an assumptive close: • “Go ahead and put your name here and I’ll get started on this immediately.” • “Where do you want me to send your copies of the documents we file in your case?” • “I have everything I need; how soon would you like us to get started working on this?” 3. Have them fill out the “easy” stuff first. When it’s time to sign, give them something to fill out or something non-threatening to sign (i.e., authorizations), first. Let them get into the habit of signing; it will be easier to go with the flow when you present your retainer agreement.
