Objections and Rebuttals During Introduction and Presentation
The most important communication skill you can develop is the ability to listen to the homeowners. Let the homeowners do most of talking. Not only will this get the homeowners involved in the sales process, the information they provide will be invaluable in the future when you ask for their approval. If you listen attentively, the homeowners will tell you what they want and need.
While the homeowners are talking, don’t think about your next response. Focus on the words being spoken and the body language being used. By reading their body language you will be able to tell if they are interested and how important this is to them. When they are finished talking, let a pause occur while you formulate your next question and/or answer. This allows you to digest the information you have received and to formulate an intelligent, relevant response. You don’t want to seem like a “know-it-all.” Paying close attention lets the homeowners know you are interested in what they have to say, and they are important to you. No one cares how much you know until they know how much you care.
General information, questions, phrases and leading questions can be shared with the homeowners at any time during the Sales Process. Usually, it would be incorporated into the Presentation.
Company Background
Roofing Giant is the leading Dallas roofing company that focuses on insurance restoration work on roofs, siding and gutters. Locally, we replace many roofs. We only work in the Dallas – Fort Worth Area. Our office is located in Dallas and you are always welcome to visit. Furthermore, because we are a licensed and certified general contractor, we are not only qualified to help you with your roof damage, but we can help with any problems you might also have with your siding or gutters. We are members of the National Roofing Contractor Association, North Texas Roofing Contractors Association and, of course, the Better Business Bureau.
Personal Background
Briefly tell the homeowners where you live. Example: “Mr.(s.)_(name)_, I live in (city), off of (street).” Give a very short, positive resume (not too long, don’t bore them). Complete with this statement:
“I have also gone through the Roofing Giant Training Program, which focuses primarily on identifying hail damage and the philosophies of the various insurance companies. We also go through InterNachi Home Inspection Training. The top adjusters from major insurance companies are trained the same way to identify storm damage. They have more than likely gone through the same training I have. So you see Mr.(s.)_(name)_, I’ll easily be able to work hand in hand with your insurance company’s adjuster to get everything taken care of for you.”
Things to Say to the Homeowner
Example:
You know Mr.(s.)_(name)_, please allow me to take a few minutes here and describe why the quality of our work is so good. Okay?
1. First, a Production Coordinator will call you to let you know when the distributor plans materials at your home and to double-check any special instructions you might have.
2. Next, I (Roofing Specialist), who will be overseeing the work, will inspect the inventory to make sure everything was delivered properly so there aren’t any unforeseen delays.
3. Then, on the day of construction, I (Roofing Specialist) will be here to make sure things go smoothly.
4. Cleanup – How many times have you seen papers and things blowing around the neighborhood? The crew getting down off the roof and eating their lunches, then leaving all of their wrappers and soda cans laying in the yard? Then, at the end of the day, when they are so tired they don’t clean up? We emphasize and stress heavily the cleanup process. It’s an ongoing process as the job is getting done. At the end of the day you don’t want to have to step over debris and junk, and we don’t think you should have to. So cleanup is really important. We’re also going to roll a magnetic nail roller around the yard to pick up any loose nails.
5. Then after we’re all done, you and I will go over the Final Inspection Checklist together.
Leading Questions
- Are any of your neighbors getting a new roof?
- Have you had any other companies look at your roof?
- What color roof do you think would look best on your home?
- Is your attic hot in the summertime?
- Does your house stay warm in the winter?
- Have you had a roof put on before? When?
- How many layers of shingles do you have on your roof?
- Did your adjuster explain your insurance paperwork to you?
Roofing Specialist Answer 1: “That’s a good question, I’m glad you’ve asked. Roofing Giant has been in business since 2011. We are the leading roofing company that specializes in insurance restoration work for roofing and gutters. We specialize in helping homeowners and business owners whose properties have sustained storm damage. Furthermore, because we are a licensed and bonded General Contractor, we are not only qualified to help you with your roof damage, but also we can help with any problems you might have with your siding, window screens or even garage doors. We’re members of the National Roofing Contractor Association, the North Texas Roofing Contractors Association and, of course, the Better Business Bureau.”
Roofing Specialist Answer 2: “That’s a good question, I’m glad you’ve asked. We’ve been in business since 2011 and we have built many roofs and I can provide you with the referral list of our customers. You can also watch video testimonials on our website where our customers share their experience working with us.”
Homeowner Objection: “I do not want anyone on my roof”
Roofing Specialist Answer 1: “Well, I can certainly appreciate that. May I ask why? If you’re afraid I’m going to hurt the shingles, or if you’ve had a bad experience with somebody else who has been out, you can be assured I will be very careful. In fact, you’re welcome to watch me, or come up too and we’ll inspect it together. If you don’t want me to go up simply because you don’t think you have any damage, certainly a second opinion would be in your best interest.”
Roofing Specialist Answer 2: “Well, I can certainly appreciate that. You’re right to be worried. Too many people walking around on your roof isn’t good for it. Whenever you walk up there it does create minor damage. However, in order for me to do the inspection, and to be prepared for the insurance adjuster, I will need to walk up there, just to make sure everything is documented, and nothing gets missed. I can assure you I am an experienced person, certified with InterNachi. With the background and training I have, I’ll be able to work hand in hand with your insurance adjuster. I can understand your concern 100%, and I’ll be extremely cautious with what I’m doing up there, as I have been trained to do. In fact, you’re welcome to watch me work, or come up, too. I’ll show you what hail damage looks like.”
Getting the Insurance Company Name
Roofing Specialist: “By the way Mr.(s.)_(name)_, what insurance company are you with, so I will know the type of criteria to follow with your damages? The reason I ask is that every insurance company has a different set of criteria, and by knowing that, I will be better able to help you with your claim.”
Homeowner’s Question: “Why do you want to know that?”
Roofing Specialist Answer 1: “That’s a good question, I’m glad you’ve asked. It’s just helpful for us to know what insurance company we’ll be dealing with. Each company has different ways of handling things, and they have different price breakdowns. It’s helpful for me when I’m putting together my figures to know what insurance company you have, so I can get my numbers to match theirs as closely as possible.”
Roofing Specialist Answer 2: “Every insurance company works a little differently and we work with all of them. I’ll need to know who your insurance company is so I can determine the best approach to take.”
Homeowner’s Question: “My spouse isn’t here. Can you come back later?”
Roofing Specialist Answer 1: “Absolutely! When would be a better time for you and (him/her)?”
Roofing Specialist Answer 2: “Absolutely! When would be a good time for me to come back and meet with (him/her)? In fact, with your permission, as long as I’m here I could go up now, take a look at the roof, get an idea of the scope of the damage and see if it would even be worth having me come back out. Would that be all right?”
Homeowner’s Objection: “I only want an estimate.”
Roofing Specialist Answer 1: “Well, I can certainly appreciate that. Is there any particular reason you want an estimate?”
Homeowner’s Response: “The insurance company said I should get some estimates.”
Roofing Specialist Answer 1: “Okay great, in most buying scenarios it’s wise to get estimates because you want to make sure you’re being treated fairly. This is a little different scenario because there is an insurance company involved. Your concern should be about quality. As far as what we can do, I’m going to make sure the claim reflects all of the damage so you get what you are entitled to from your insurance company. That’s what we do as a service to help you with your claim because this is something you probably haven’t dealt with before, correct?”
Roofing Specialist Answer 2: “In the past, if you had an automobile accident, insurance companies asked policy holders to get three estimates to see what would be the fair price to pay, but it’s done differently now. Insurance companies use a system called Xactimate. And we use Xactimate — the same system insurance companies use. The insurance companies have actuaries who determine general pricing guidelines. So, no matter how many estimates you get, your insurance company already has a good idea what they’re going to be paying. What we want to look at is quality and also, you must be comfortable with whomever you select.”
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