Common Objection Handling Scripts

Purpose

Provides scripts and frameworks for handling the most common customer objections during sales presentations and service calls.

When to Use

When a customer raises a concern or objection about price, timing, need, or trust during any customer interaction.

Common Objections & Responses

"That's too expensive."

• "I completely understand — it's a significant investment. Can I ask what specifically feels too high? Is it the total, or were you expecting a different type of solution?"
• "Let me show you what's included in that price — parts, labor, warranty, permits, and cleanup. There are no hidden charges."
• "Would it help to see the monthly payment? With our financing, the Better option comes out to about $[X]/month."

"I need to think about it."

• "Absolutely, take your time. Can I ask — is there anything specific you'd like to think through? I might be able to address it right now."
• "Of course. I'll email you the estimate so you have everything in writing. Can I follow up with you on [specific day]?"
• Don't argue. Set the follow-up and let the estimate do its work.

"I want to get other quotes."

• "That's a smart approach. All I'd ask is that you compare apples to apples — make sure other quotes include permits, disposal, warranty, and licensed plumbers like ours does."
• "We're confident in our value, and we're here when you're ready."

"My friend/handyman can do it cheaper."

• "I'm sure they're a great resource. For plumbing work that requires permits and inspections, like this job, a licensed plumber ensures it's up to code and covered by warranty."
• "We carry full insurance, warranties on parts and labor, and we stand behind our work."

"Can you give me a discount?"

• "Our flat rate pricing is designed to be fair for every customer. The price includes everything with no hidden fees."
• If legitimate reason (loyalty, bundle, competitor match): "Let me check with my manager and see what I can do."
• See Discount Authorization Levels for the approval process.

"I don't need the expensive option."

• "No problem at all — that's why we offer options. The Good option will solve the problem. I just want to make sure you know the differences so you can make the best choice for your situation."
• Never pressure. The customer's choice is their choice.

"I had a bad experience with another plumber."

• "I'm sorry to hear that. That's exactly why we do things differently — upfront pricing, licensed techs, and a warranty you can count on. Check out our 500+ five-star Google reviews."

Important Notes

• Objections are not rejections — they're requests for more information.
• Stay calm and empathetic. Never get defensive or argumentative.
• The goal is to help the customer feel confident in their decision, not to "win" the argument.
• If you encounter an objection you can't handle, it's okay to say: "That's a great question. Let me find out and get back to you."

Related SOPs

• Price Objection Response Framework — deeper price objection strategies
• Closing Process & Techniques — converting objections to closes
• Difficult Conversations & De-Escalation — handling upset customers