Navigating Objections:
Wait for my HSA

PREVENTION:

• What have you done before?

• Paid for those things out of pocket before?

• Build value - isn't this totally worth it to feel this way??

• Create the vision - how COULD you feel?  

• Seed the thought: people just like you pay for this out of pocket all the time :). Tell stories...

• LISTEN for income clues/ hints they might be thinking of relying on HSA/FSA

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IS THERE URGENCY?

• "Even now as we speak, your body is returning with it's powerful muscle memory to the state you were in when you walked in our door.  Your body is confused, saying... "That was so weird of a few minutes.  Jane never does that - highly unusual! Oh well, back to normal now..."  [Personify the body, like it's speaking as it's own entity they interact with]

• "You said you feel definitely better now than when you came in right?  You can expect that to last 24-48 hours, so as these relaxed and loosened muscles begin to contract back to the normal state, let's interrupt the rubber band [use hand motions].  That's how we buy back your range of motion that you used to have!  [use their own stats from ROM assessment].  Let's get you on the calendar for next week.  Did you love working with [their demo practitioner]?!  Let's see what they have open - what day is good for you next week?"

• What CAN we get started today before you leave?

• It's ok you can be real with me - do you actually really want this?  Off the record, just tell me.  (let them respond).  Cuz if you don't want it I'm not going to push you, but if you DO want if we hard for sure going to figure out how to get you back in here!  I'm your ADVOCATE!  Let's figure this out together!

• DOWNSELL:  They let me offer you a Day of Demo deal; set up your agreement before you walk out that door and my manager will let me give you a bonus stretch on us!  Let's like me handing you $85 cash!  You like cash right?!  Ok let's do it.  Start with whatever level you are comfortable with and we can always upgrade or downgrade you when you're ready.  [IMMEDIATELY SET JENNIFER A TASK WITH EXPLANATION IF YOU USE THIS.  IT IS ONLY VALID BEFORE CLOSING ON THE DAY THEY FIRST DO THEIR DEMO]

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SMOKESCREEN?

• Do they REALLY want it?  Have we incited a burning desire to purchase NOW?

• "Money aside... how many times per week would be ideal for you to come in?"

• "If it were free would you do it??" (do they really feel there is value there?)

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OR CONDITION?

• Do they really have a job or financial constraint? (be sensitive)

• Do we need to set up the agreement to run on payday?

• Can we downsell at least to Flex?

• Does not having mobility / having pain affect their income?? [WHY THEY CAN'T IS WHY THEY MUST!]

• Is there someone they could borrow from or maybe another budget category they could rearrange to get the help they NEED?

• This will give them long lasting results - weigh it out.  Cancel a subscription service?

• Refer a friend that joins and get a free stretch!  [See our Flex Rewards loyalty system]

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ALWAYS PROCEED AS FAR AS WE CAN GO

• Can we get the Agreement signed while they are there?  Them committing with a signature is a micro-commitment even without a card on file.  Are they willing to sign?  If not, there may be another unspoken objection layer to uncover and work with.

• Let's just get you going now with your regular card, it will just be for this month. Then as soon as you get your hands on the other card just call us and we'll update your card on file with the new one :)

• ***Do NOT tell them we will refund the old card and run the first payment on the new one.  That's very difficult to do in our system with the way credits are connected to accounts.  

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If a demo does not close, complete your notes in Club Ready, set yourself a follow up task, and LOG the objection in our Sales Objections spreadsheet so we can work on it in future trainings.​

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