OBJECTION HANDLERS

NOT INTERESTED

Do you mind me asking the reason that makes you not interested…

Let me tell you the system that you use is quite expensive to run because it has an operational
cost of over $1 an hour and the new system that the government is providing has an operational
cost of 15-18 cents per hour.

WRONG NUMBER

I’m sorry as I have addressed you with a wrong name, this call is basically ti let you know…..
(continue with the script)

TALK TO MY PARTNER

Well, what best I can do for you is that I’ll organize a call back for you with one of my product
manager tomorrow so meanwhile you can discuss about this call with your partner and
accordingly you both can take your decision after talking to our product manager.

IT’S A SCAM

Sir/Ma’am, I am so sorry but this is not a scam call.Let me tell you, I hope you remember that a
couple of years back the state government was providing all the people with free LED
Light globes and showerheads. Do you remember that? Exactly like that this time they are
providing hot water system upgrade.

WHERE ARE YOU CALLING FROM?

We are calling from —------------------- and we are an outsourcing company directly signed
Under this scheme by the government to look forward of the people who qualify and help them
in application under the rebate.

HOW DID YOU GET MY NUMBER?

We got your number from the Australian database management company.

IF THE CUSTOMER SAYS I HAVE NO IDEA THAT WHETHER MY SYSTEM IS CONNECTED
TO THE SOLAR OR NOT.

Question 1: Do you have solar on the roof?

Case 1

Customer : No

Agent : You are qualified (continue the script)

Case 2

Customer : Yes

(Then ask them : If the solar is for the whole house’s power or is it just for the hot water system
separately? If the solar is for the whole then we can do it, if he has separate for Hot Water then
we can’t do it.)

(If the customer has no idea that the solar is for the whole house or separate for hot water then
ask them: Are all the solar panels on the roof installed at one place in a row or group, or are
there one or two panels installed here and there separately? If the solar is in a group this means
that’s for the whole house and we can do it. And if there are one or two separate ones then they
are surely going to be for the hot water and we cannot do it.)
Hi, am I speaking with ABC (customer’s name….)

My name is XYZ (your name).....

It’s just a quick call to inform you that the state government of …..(the states we’re dealing with)
are providing all the homeowners and property owners 80% - 90% rebate on upgrading your hot
water system so if you don’t mind me asking are you currently using an electric hot water
system in your house or is it a gas or a solar one??

Case 1:

Customer : Solar

Agent : I am sorry we are currently only doing the electric and gas hot water system. So do you
have another property with an electric hot water system or a gas one, may be an investment
property or a holiday home?

(If no say thank you and have a nice day and end the call)

(if yes then ask the qualification criteria and continue with the script…….)

Case 2:
Customer : Electric

(continue with the script)

So could you confirm me are you the homeowner of this house or just renting?

Customer : no I am just renting

Agent : I am sorry we are not doing this for the renters. Thank you for your time, have a nice day
and end the call.

Customer : Yes I am the owner

(Continue with the script)

—------------------------------------------------------------------------------------------------------------
Is your hot water system connected to gas or solar in any which way?

Customer : Yes, it is connected to gas/solar.

(Agent : I am sorry we are not doing systems which is connected to solar, only fully electric and
gas hot water systems are getting upgraded for now. Thank you, have a nice day and end the
call.)

Customer : No it only runs on electricity.

(Continue with the script.)

—--------------------------------------------------------------------------------------------------------------------------
Is your system installed outside of the house or is it inside of the house?

Customer: Inside of the house.

Agent: I am so sorry Sir/Ma’am as of now we are only doing outside hot water system because
the system which the government is providing is a heat pump hot water system and it needs
open air around it to work properly. So we can't do your system. Thank you and have a nice day.

Customer: Outside of the house.

(Continue with the script)

So now just one last question for you,

Is there any fan or vent connected on your hot water system?

(If they are unable to understand you, you can also ask them this…)

IS THERE ANY EXHAUST FAN SORT OF A THING CONNECTED TO THE SYSTEM?

Or,

DOES YOUR SYSTEM MAKE ANY NOISE WHEN IT IS WORKING OR IT DOESN'T MAKES
ANY NOISE?)

Customer: Yes there is a fan, vent, exhaust or it does make noise.

Agent: I am sorry we are not doing system which is having a fan, vent, exhaust or it does makes
noise. Because it's already a heat pump which is the latest one so you don't have to upgrade it.
Thank you and have a nice day.
Customer: No there is no fan, vent, exhaust or it doesn't make noise.

Alright, so sir/ma'am you do perfectly qualify for the hot water system upgrade. What I will do for
you now I'll quickly transfer my call to my product manager they will guide you further and let
you know more about the product information like the size and brand. But before that I hope this
is your current postcode (read it from the screen, if it's wrong ask their correct postcode)....

Transfer the call to the product manager.......

—-------------------------------------------------------------------------------------------------------------------------

Alright, so sir/ma'am you do perfectly qualify for the hot water system upgrade. Now I will do one
thing for you, I'll ask one of my product manager to call you back within the next 24 hours to give
you more information about the same so that once you have all the information about it, it will be
easier for you to go forward with the same.

So I will just quickly confirm some of your details, Is this your name XYZ(read from screen)?
And I hope this is your current postcode (read from screen)? And Is this the best number to
contact you on or do you have an alternative number(if they have note it down)? Thanks for
your time. Bye (End)....