Customer Acquisition Section D: Overcoming Objections
Overcoming objections should really be called answering questions. In most cases your potential customer is simply buying time while they make their decision. You just knocked on their door, they are not expecting you and within a few moments you are asking them to make a decision to become your energy customer. A lot is happening in those first few moments of the sale not the least of which they’re sizing you up. Do they trust you, feel comfortable, etc... Do you really expect them to just say yes? Probably or you wouldn’t be there. The point is, they are processing a lot of information consciously and sub-consciously. In most cases, objections (questions) give them time to understand and to make a decision. Your job is to make them feel comfortable, to trust you and feel that they are making an intelligent positive choice. One of the great things we have going for us at North American Power is that we really aren’t asking our customer to DO anything different or to buy anything. After all, it’s the same electric delivered by the same reliable company sending them the same bill as always. There is nothing different except the price they pay. It’s almost too good to be true and that’s why you get objections (questions). If you think about it, it is hard to believe. We get to save people money on a bill they‘re going to pay anyway. They do nothing different, we save them money and we make money. So on to overcoming objections (answering questions). Objection: I’ve never heard of North American Power. EB: North American Power is licensed by the DPUC and is listed as an approved supplier on our state website. Objection: Why don’t you offer a fixed rate? EB: The reason we have a variable rate is so that we can offer you a lower price. A fixed rate is generally higher because the company offering it has to go out and purchase the power you will use in advance. That advance buying carries a premium that raises the rate. By offering you a variable rate, we can keep the price you pay per kWh lower. Objection: Can you guarantee the rate will stay below the local utility? EB: No one can guarantee their rate will stay below the local utility, but we know that in order to keep you as a customer our rate has to stay competitive. Since there is no cost to switch and no cost to cancel, if we don’t keep our rate competitive, we know we will lose you as a customer. To date, our rate has always stayed well below your local utility. Objection: I have to talk to my husband/wife. EB: I know exactly what you mean. My husband/wife and I make our decisions together as well. Do you want to take a minute to call him/her?
Customer Acquisition | Section D: Overcoming Objections
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EB: Why don’t we get you enrolled while I am here just to save time? As you can see, you have a three-day right to rescission, which will give you more than enough time to discuss this with your husband/wife. Objection: This is not a good time. Please come back later. EB: I’ll be more than happy to come back later if you would like, but it will only take about three minutes to get you a lower rate so you can start saving money on your electric bill. Objection: My parents are not home. EB: OK, I’ll return when they’re home. I’m actually going to be helping your neighbors in this area for another few hours. What time do you think will be best for them? Objection: I can’t find my bill. EB: No problem, I’ll be back in this neighborhood tomorrow. Would morning or afternoon be better for you? Or if you’d like we could call your utility now and they can provide the information we need to get you to start saving. What works best for you? Objection: Why do you need my phone number? EB: As part of our quality assurance program at North American Power, our customer service representatives randomly call back customers to assure they had a quality experience. Objection: I don’t want to sign a contract. EB: That’s great because with North American Power there is no contract. It simply takes a phone call for us to help you start saving money on your electric bill. As I said before, there are no costs to switch and no costs to cancel if you are unhappy. Objection: I have already switched to another supplier. EB: That’s great. Then you know the advantages of choosing an alternative supplier. Do you mind if I see a copy of your bill so I can see if you are paying the lowest rate available. Or EB: That’s great. Then you certainly know the benefits of deregulation. But let me ask you a question. How much commission are you getting paid each month when you pay your electric bill. (Talk with them about the opportunity of becoming an Energy Broker with North American Power and explain how they could get paid every month on their own bill and anyone else they sign up as a customer.) Objection: I don’t want my electric company to get mad at me. EB: Your electric company won’t be mad at you. In fact, they encourage their customers to switch. They no longer earn a profit from their supply charge, so it’s no loss for them. They earn all their money on the delivery portion of your bill. If you’d like we could call them right now and you can ask them if it is ok to switch. Customer Acquisition | Section D: Overcoming Objections
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