Quote follow-ups

This lesson will cover common objections you may face when doing quote follow-up calls.

Sometimes when we do quote follow-ups it can be difficult to know how to respond to customer’s objections. But when a customer expresses doubt it can be a perfect opportunity for us to explain the value we add and our USPs – because knowledge builds trust, and trust builds strong relationships.

There are some general guidelines to keep in mind when preparing yourself for a quote follow-up call:

The purpose of following up a quote is always to;
a) learn and understand the customer and their unique needs,
b) understand how we can help them solve their needs, and
c) build strong relationships.
The conversation should focus more on them than on us. Once the needs are identified, we can start talking about how we can help them in the best way.
A customer is usually not interested in a quote per se. They want us to help them to solve their problems. Therefore, the solution should be the focus of the call – not the actual quote.
Use open questions to get maximum information.
Never ask about the price. A quote follow-up should never be about price on our initiative. If we ask about the price, then of course the customer will take the opportunity to lower it – which means we may need to change our offer.

On the next page you will find some common objections when doing quote follow-ups. Of course, there is not one correct way to respond to an objection – everything depends on the need of the customer. The responses below will never work with all customers, but hopefully they can be used as inspiration when doing quote follow-ups in case you ever get stuck. How would you respond to them?

Start!