Objection Handling From A Cancellation Request

PHILIPPINES
Objection handling from a

cancellation request
www.websitename.co
m
1
Objectives
After reading this slides, you should gain knowledge around:
✔ More effective communication skills
✔ Greater confidence in handling difficult situations
✔ Greater ability to think on Caller’s feet and adapt to different
Caller/Member situations
✔ Improved listening and empathy skills
3
Why it is important to have the skills in handling
objections from member
⮚ It helps de-escalate the request to cancel or on a request for a supervisor to talk to
⮚ It builds confidence in the product/company
⮚ It is the foundation for delivering/reselling the value of having a warranty (which
could have been the main reason why the member had opt-in to the coverage)
⮚ Handling objections requires effective communication skills, including active
listening, empathy, and clear and concise language. Developing these skills can not
only improve caller interactions but can also be useful in personal and professional
relationships.
3
Two common driven reason from cancellation
request
Value Proposition Service Issue

❖ I don't need it ❖ Denial ( Full or Partial)
❖ I don't use it
❖ I don't want it (previous experience
❖ Delayed
from customer support or claim ❖ Bad experience with the
process) Assigned vendor/technician
❖ Plan is too expensive
4
request
Value Proposition:
❖ “I don't need it” , “I don't use it”, “I don't want it”
➢ Explain to the member the specific items and systems that are covered under their
home warranty contract. Let them know that unexpected repairs or replacements can
be costly and that having a home warranty can provide them with peace of mind.
❖ “Plan is too expensive”
➢ Home repairs can be expensive, and unexpected repairs can add up quickly. A home
warranty can help cover the cost of repairs or replacements for covered items or
systems, which can save you money. With a home warranty, you pay a monthly or
annual premium, which can help you budget for home repairs and avoid unexpected
expenses.
5
request
Service Issue
❖ Denial ( Full or Partial)
➢ Remind the member about the covered items and systems under their home warranty contract,
while clarifying that not everything may be covered. Ensure that the customer comprehends
the coverage limitations and exclusions in the contract. Cancelling the contract based solely on
a denied claim may result in future repairs or replacements being uncovered, leading to
unexpected and potentially costly expenses
❖ Delayed
➢ Service turnaround time: Explain the typical turnaround time for service requests and how the
delay in service may be due to factors outside of the provider's control, such as a high volume
of requests or request of parts
❖ Bad experience with the Assigned vendor/technician
➢ Address that the service provider was selected based on their reputation and quality of service.
Explaining the provider's quality standards and procedures of service providers can help build
trust with the member and demonstrate the provider's commitment to quality service.
6
Key points from handling objections
Listen Carefully: Listen to the Member’s objection and allow them to fully explain their concerns without interrupting. Pay attention to their
tone and the specific details of their objection.
Empathize: Show empathy and understanding towards the Member’s objection. Acknowledge their concerns and let them know that you
understand how they feel.
Clarify: Ask questions to clarify the Member’s objection and make sure you fully understand their concerns.
Restate: Restate the Member’s objection to show that you understand their concern and to make sure you are both on the same page.
Offer a Solution: Offer a solution to the Member’s objection that addresses their specific concern. If you are unable to offer a solution,
explain why and offer an alternative or escalate the call to a supervisor.
Handle the Objections: Address any further objections the Member may have by providing additional information or addressing any
misconceptions.
Confirm Understanding: Confirm that the Member understands the solution you have offered and that they are satisfied with the outcome.
Follow-up: If necessary, follow up with the Member after the call to ensure that they are satisfied with the solution and to address any
further concerns they may have.
7
PHILIPPINES
THANK YOU!
www.websitename.co
m

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PHILIPPINES

Objection handling from a

Value Proposition Service Issue

❖ “I don't need it” , “I don't use it”, “I don't want it”

❖ “Plan is too expensive”

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