One of the worst phone calls you can get as a salesperson is the dreaded “I need to cancel” call. For some it’s enough to ruin a perfect day. So what can you can do about it other than taking it on the chin and saying “it is what it is”? I recommend using a trump tight button up at the end of each and every sale. Try something like this:
“Mr. & Ms. Smith, I had a lot of fun with you today and really enjoyed helping you with this renovation, however I do want to get a little serious for a minute. As you may or may not know the state of Florida has a 3 day right of rescission. This means that within a three day period you have the right to cancel your project and get your deposit back with no questions asked. Now I want you to know as a Salesperson if we get too many these the company looks at it as a problem with the level of customer service that we are providing. It looks as if we did not cover all aspects of the project with our customer. People lose their jobs over negative stats like this. I genuinely love my job. I have been with XYZ construction for 3 years, this is how I pay my mortgage as well as put food on the table for my family. So, If you have any reservations whatsoever regarding this project please let me know now. I would rather hand this contract back to you and part as friends rather than have to cancel this project in the future.”
This button up works and is highly effective. Many times it uncovers future objections and reservations the customer may not have told you about. By knowing about these reservations ahead of time you can properly address and overcome them before they cancel.