I sell home security over the phone through the concierge service live easy
Sales Assessment Results by Robert Graham

"We already have a different security system in place, why should we switch?"

I completely understand it's great that you already have a security system in place. many of our clients felt the same way before they made the switch, but what they found is that newer technologies and features have emerged that make security more effective, easier to manage, and more cost-efficient. For example, our system offers Ai Facial recognition. Many residential home owners find that their existing systems are outdated or no longer meet their evolving needs, especially when it comes to ease of use! Switching doesn't neccessarily mean replacing everything; it could be an integration or an upgrade that enhances what you are doing already. I'd be happy to walk you through the specific improvements our solution could bring to your setup -- without disrupting what's currently working for you. Would you be open for a quick assessment to see if there are areas where we could help further protect your home?

This response effectively addresses the objection by acknowledging the existing security system, which shows active listening and validation of the prospect's perspective. The mention of newer technologies and features demonstrates a solution-focused approach, highlighting the advanced capabilities of your system, such as AI facial recognition. However, while there is a clear attempt to create curiosity about the benefits of switching or upgrading, the tone could be slightly more engaging to build rapport. The closing technique is appropriate, inviting the prospect to a quick assessment, which is a great way to encourage further dialogue. Overall, it's a strong response, but it could improve in terms of curiosity and discovery by asking the prospect about their current system's limitations or features they wish were better. Score: 8

"The cost seems higher than what we are currently paying, can you justify that?"

I completely understand where you are coming from in terms of cost. As we've taken the time together to review your entire house and the needs of yourself and family members living in the home alike. We've tailored this plan to your household. The monthly price you are seeing as higher is only part of the picture. As we chatted you and your family commute away from the house on a regular basis. Although the alternative may be cheaper on the monthly basis it does not factor in the discount from having an Ai Programmed thermostat nor the discount you'd receive from the insurance company for having a certificate from a professional monitoring company like ADT. On top of the value you are going to experience, the monthly price point contains access to your cameras 24 hours a day 7 days a week on a dvr playback, you will have a US speaking only response team handling any emergencies should they come up. From what we've discussed do you feel the additional features and benefits outway the slight monthly price difference?

Your response does a decent job of acknowledging the cost concern, which is a good start. However, it could be more effective if you provided a clearer breakdown of the specific value propositions in relation to the higher cost. You mentioned features like the AI thermostat and insurance discounts, but it would be stronger to elaborate on how these translate into real savings or added safety. Your closing question is a good attempt at engaging the prospect further, but it could be more direct in asking for their thoughts after explaining the value. Overall, the communication is clear, and you seem to be listening to the prospect; just enhance the value exploration and the justification for the price. Score: 6

"I’m not sure we really need a home security service right now, what would you say to that?"

Honestly that exact sentence has come up on many of my phone calls. I've had clients in the past decline, then have a sudden occurence and call me back immediately to ensure this never happens again. Nobody wants to think an accident can occur to them, but having a security system truly means peace of mind, you won't have to worry if your animals are left alone and there happens to be an issue with an old electric outlet... Would you mind if I walk you through a quick assessment of your home to see what area of home security would be help your family the most?

The response effectively addresses the concern by sharing a relatable anecdote, which helps the prospect understand the potential consequences of not having security. The tone is appropriate for the home security industry, emphasizing peace of mind. The closing technique is well-executed by inviting the prospect to participate in a quick assessment, which keeps the conversation going. The solution-focused approach is evident as it highlights how the service can directly benefit the prospect's family. However, while there is some curiosity in offering an assessment, it could be enhanced by asking more open-ended questions to better understand the prospect's specific concerns or circumstances. Active listening is present, as the salesperson acknowledges the commonality of the objection. Overall, the value exploration is strong, but there is room for improvement in engaging the prospect further. A score of 8 reflects a solid response with minor areas for enhancement.

"Can you explain how your service differs from competitors like ADT or SimpliSafe?"

Certainly! We actually sell ADT --- the difference is in who is managing your account and ensuring you success with the system. ADT uses an installer network to bring new clients on board. We use Safestreets -- ADT's number 1 overall dealer. On top of that you get me, remember I'm your personal account manager through your moving process so I too want to ensure you have the best move and best service when it comes to ADT Through the ADT experience I manage your account, from today, through installation, and 90 days into the future. Overall with ADT you are going to get the very best of the best. Top end camera systems, the highest level of residential security encrption, and with the added equipment you'll be able to control your home through your phone by changing your thermostat or unlocking your door! Our installation window is about 3 weeks out, it looks like you move in close to that time... what day would you like the technician to come out and visit the home?

The response provides a solid differentiation between your service and competitors by emphasizing personal account management and the partnership with Safestreets. However, it could benefit from a more direct comparison and acknowledgment of the specific concerns the prospect might have about ADT and SimpliSafe. The tone is friendly and informative, which is appropriate for the industry. The closing technique at the end is effective, as it prompts the prospect to take action. While there’s an effort to demonstrate value, asking more open-ended questions could enhance the discovery process and show curiosity about the prospect's specific needs. Overall, the response contains valuable information but could engage the prospect more deeply.

"We’re not ready to commit to a long-term contract at this time, can you offer a month-to-month option?"

I totally understand where you are coming from. Do you guys plan to be in the home for the next 3 years? As a typical new home owner tends to stay in the home 7-10 years! What I can tell you about our service is that through the brokerage and the free $1900 voucher you receive and the equipment we need to secure your home, we'll not have any up front fee's on the day of installation. The month to month companies that are out there all require you to pay up front for their equipment, plus you are required to install it yourself. Do you really want to be hanging 3 cameras and taking them down to charge them each time? Or would you prefer for a technician to wire it up once professionally then you never have to worry about them again? So I apologize I don't have a monthly option, however we know 2 things 1.) you'll be in this house in 3 years. and 2.) you want to keep your family safe and protected. I'll be able to do both of those with limited up front fees and a highly discounted monthly rate as a special thank you from your recent real estate transaction.

This response shows some understanding of the customer's concerns but misses the mark in a few key areas. While you attempted to address their objection regarding the long-term commitment by highlighting the benefits of your service, you could have better clarified the value of a long-term contract specifically in relation to their current needs. The question about their plans to stay in the home is a good attempt at discovery, but it feels slightly presumptuous. Additionally, while you provide some valuable information about your offering, the tone could have been more empathetic and less sales-focused. You didn't directly ask if the customer had any further questions or concerns, which would have shown active listening. Overall, while you present some benefits, the lack of a collaborative tone and failure to directly engage with the customer's objection leads to a lower score.

"I need to discuss this with my partner before making any decisions, can you follow up later?"

Absolutely, I understand how important it is to make decisions as a team. Would it be helpful if we scheduled a brief follow-up call so we can address any questions your partner might have as well? That way, you're both fully informed and we can make sure we're on the same page. If you'd like, I can also send over a detailed breakdown quote of what we've discussed today that highlights the key points of our conversation. that way your partner has everything needed to make an informed decision. When would be a convenient time for us to follow up?

This response effectively addresses the prospect's concern by validating the need for joint decision-making and proposing a follow-up call, which shows understanding and consideration. The communication is clear and maintains a friendly tone appropriate for the home security industry. The suggestion to send a detailed breakdown quote is a strong value proposition that aids in facilitating the discussion with the partner. However, while exploring the follow-up timing is good, asking more open-ended questions could further enhance curiosity and discovery. Overall, the collaborative approach is solid, but a little more active listening could be beneficial.

"What happens if there’s a false alarm? Will we be charged for that?"

Great question! ADT has many fail safes to ensure there is not a false alarm. If the alarm is tripped there is an initial call to both yourself and 1 additional contact. If you or your additional contact could not make that call, it would send out the local authorities. However as part of your plan ADT includes 2 "false alarms" where ADT will cover any costs associated. I've also built the system with this in thought, for instances when you said you had a large dog I made sure not to include a motion detector as that would have the potential to create false alarms! When the technician is on-site installing he'll review with you the top 4 reasons of false alarms and ensure your family is properly informed on the system! Looks like they do have Saturday availability this week what did your schedule look like?

The response effectively addresses the concern about false alarms by explaining the fail safes and how ADT handles them. The mention of the two included 'false alarms' is a strong point, demonstrating value. However, the communication could be clearer by emphasizing that the customer won't incur charges for the first two false alarms, rather than just stating that ADT covers costs. The tone is appropriate for the home security industry, maintaining a professional yet friendly demeanor. The closing technique is present but could be strengthened by reiterating the benefits of the installation and how it contributes to peace of mind. Overall, there is a good balance of solution-focused information and curiosity about the prospect's schedule, but it lacks a bit of active listening to ensure the prospect feels heard. Still, it's a solid response that builds rapport and shows a collaborative approach. Score: 8

"How do I know your monitoring service is reliable and responsive?"

This is a great question to ask and it shows that you are an informed buyer! One of the main things I look for in companies is longevity with ADT they've been in business for over 150 years. With growth you typically have pain points, but with ADT you'll see with their trust pilot reviews they hold a 4.99 and clients are happy with both the install and in-home use experience. Also to mention government officials must use the ADT service as it fits their security compliances! All-in-all you should feel relieved with ADT as a provider as they as reliable as you can be when it comes to Home Security.

Your response does a decent job of addressing the concern about reliability and responsiveness. You effectively highlight ADT's longevity and their high customer satisfaction ratings, which can instill confidence in the prospect. However, the answer could benefit from a more personalized touch. Instead of just stating facts, consider asking the prospect if they have specific concerns or experiences that lead them to question reliability. This would show curiosity and active listening. Additionally, a stronger closing technique could help reinforce your message and prompt the prospect to take the next step. Overall, it's informative, but needs more engagement and interaction. Score: 7

"We had a bad experience with a security company before, how can I trust yours will be different?"

I'm so sorry to hear that you've had a bad experience previously? What happened with your previous company that led to the bad experience? What I can tell you about ADT is they have a 4.99 trust pilot review rating and I've been selling the service for over 4 years with thousands of happy customers. ADT even offers a 6 month money back guarentee on their services, if they can't fix an issue you are having you are given your money back! On top of that I'll be here throughout the entire process from today, through installation, and 90 days in the future to ensure everything goes smoothly. Let's go ahead and get you qualified so you can get your family protected!

The response does a good job of acknowledging the prospect's concerns and asking a thoughtful question to understand their previous experience better, which shows active listening. However, the transition to presenting the security company's credentials could have been smoother and more empathetic, perhaps by validating their feelings before jumping into statistics. While mentioning the high rating and money-back guarantee adds value, the closing technique feels a bit rushed; instead of moving straight to qualification, it might be better to ask for their thoughts on what would make them feel more comfortable moving forward. Overall, it demonstrates a solution-focused approach, but the tone could be slightly warmer and more collaborative.

"Your promotional offer is great, but I’m concerned about what the renewal price will be after the first year."

Another great question! When you sign up with ADT we are agreeing to a 3 year price lock! That means no price increases! Even after the 3 years, we have the ability to "refresh" your package and re-review security services since we have access to multiple vendors. This promotional offer is going to be huge up front to eliminate costs! I'm exciting to keep costs low for 3 full years! When did you want to plan for installation? I know you wanted to have the cameras up prior to moving your furniture in!

Your response effectively addresses the prospect's concern about renewal prices by emphasizing the 3-year price lock, which is crucial for building trust. However, the mention of "refreshing" the package could use a bit more clarity—explain how that impacts their costs after the initial period. Your enthusiasm is great, but ensure your tone remains professional given the sensitive nature of home security. The transition to closing with a question about installation is good, but it might come off as a bit rushed. Try to ensure the prospect feels fully informed before pushing for a commitment. Overall, you did well in acknowledging the concern and providing value, but there’s room for improvement in clarity and pacing. Score: 7