In-home Sales Training: Handling Time Pushback at the Door

Prefer to Watch : Here’s the Video

TL;RD:

• Turn door resistance into proof of interest and momentum.
• Defuse “no time” objections without arguing or rushing.
• Use price leverage and engagement to earn time.

I only Have 20 Minutes

If you do in home sales like selling home improvements know you that part of the job is that you will get some resistance at the door. I look at these as good signs because the resistance shows that they generally don’t like the idea of someone coming to their home to try and sell them something yet they still set the appointment. To me that shows that there is definitely an interest or I wouldn’t be here. How to handle this effectively is part of the job like traffic jams and is a necessary skill if you want to maximize your income selling. One common thing you will come across when you first start your appointment are so called time constraints. It usually starts with “I only have 20 minutes” or “how long will this take?” How you handle this makes the difference between a sale and being out of the house within 10 minutes. The lead starts when the door opens. If you can’t get control and do your job then it's just the same as if you were there for 2 hours. Another no sale. Please listen to the end to hear everything. It might make the difference on your next appointment.

Why Door Resistance Signals Interest

Whether it’s a real concern ie they are picking up someone at the airport or just a way of getting you out of the house sooner the initial response should be the same. Don’t argue here about . Don’t say that you can’t do in that short of time.  The worst thing to do is say “didn’t they tell you over the phone that this takes 90 minutes.” What good can that possible do? Do you think they will say oh that’s right my bad I will give you the time. I’ve actually seen sales people argue about this point so long that by the time they were done they could have actually went through everything in that time period instead of arguing about that.

Remember most cases they are just scared that you are going to waste their time and pressure them.  The funniest one was where one time in the warm up the customer just blurted out “nobody told me this takes 90 minutes. At that time I had not mentioned time at all. Hmmm. To me the easiest and simplest response is just to say “ no problem” let’s just start and see how far we can get. If I am not done by then you will at least know whether I am worth setting another visit to finish up if… you want?’ and get started.

In-Home Sales Training: Handle “I have no time” Without Arguing

In most cases I think this is just a preemptive move on their part so I don’t bore them and overstay my welcome with some drawn out annoying sales presentation. I can’t count the number of times that they told me that they only had 20 minutes and after I responded  with the “well let’s start and see how far we can get…” that 2 or 3 hours later we were writing up the paperwork . I still remember one customer that when 2 hours in I said “don’t you have to go pick up your sick daughter who is standing in the rain at the bus stop waiting on you? “ and she said oh she’ll be fine 😊

Know that even if they weren’t planning on spending a couple of hours with you and only planned to give you 20 minutes is that your job is to get them involved and interested enough in what you have to offer that they will gladly spend the time with you. Not because you are forcing them to but because they want to. I actually had people call in to work and said they were going to be late because they were so involved. Now if they do that make sure it’s a job where they won’t get fired for doing that or your financing won’t get approved.

 There are other times where you just have to adapt. This job pays so well because it is challenging and you have to think on your feet. I actually had people tell me that they wanted an estimate on their bathroom, kitchen and roof and could I do it in ten minutes. 😊One time I was in a home and we were in the kitchen with husband and wife sitting around the table and the wife said can we do this fast because I don’t’ have a lot of time. I said how much time do we have and  she points to the microwave ticking down 3:00 minutes 2:59, 2:58 etc. I said that might be cutting it close If you want I have a customer down the street I have to see to take happy pictures of the job we just did for them I can do that and come back in ½ hour or so that way I won’t interrupt your dinner or if you want I don’t mind you eating while I show you what we do. What would be best for you?

Use Price as Leverage, Not Pressure

Sales people always forget that there is one thing we have that the customer always wants and gives you leverage you may not be aware of. They want the price. That’s why even if they have to go somewhere and I am in the middle of the sales call I sell from a position of strength.

For example I am half way through or something happens where they have to leave I don’t fight them. Oh you have to leave now? Yes Ok what would you like do? We didn’t get the price. “Well that’s because we are still picking out colors and style and they have different prices.”  Well what do we do? “That’ up to you if you have to leave now I understand.  If you aren’t that interested I don’t take it personally and I thank you for the time you’ve given me and we say goodbye. IF you want to finish then tell me a good time when I can come back and we can do it then? What would you like?”

The point is and I don’t mean to sound rude but it is not my problem that we have to stop it’s theirs. The key is that you shouldn’t shortcut anything or rush because you will never make the sale and are acting like a cheap desperate sales person. What would a lawyer or doctor say if you were in the middle of a consultation and had to leave. Would they beg you to stay or just ok bye?

In-Home Sales Training: Set Time Expectations Wisley

A variation of this is when the customer says to you at the beginning “how long is this going to take I don’t have a lot of time”. The response should be the same “It’ takes as long as you want why don’t we get started and at anytime you don’t like anything or feel I am wasting your time just tell me and I will leave. “ The worst thing you can say is “it takes 2 or 3 hours do you have that much time?” You might as well say I’m leaving instead because that’s what the customer will tell you. That’s because they can’t see how getting an estimate would take a couple of hours other than you brow beating them into submission. Yet when done right 2 hours in the home by a professional the time flies and the customer appreciates you. I can’t tell you how many sales I’ve had where when I ask the customer why they bought that they said” because nobody took the time like you did to explain everything to me” or “ I appreciate all the time you took with us today to make sure we knew what was happening.”

Check Your Pace and Engagement

Now if they say how much longer is this going to take during the sales presentation that it may be a sign that you are boring them and your sales presentation needs work. Look at it like a date. What would that mean if they said this during your date. “How much longer is this going to take?”

Expect the Worst, Earn the Best

In in home sales is fun when you know what you are doing. If it helps always expect the worst but hope for the best. If you want more training on this topic check out the video on “Why You Get Resistance In Home Improvement Sales” or the articles on Home Improvement Sales Closing .

Happy Selling!