You get a new inquiry in… now what?
Most businesses call the lead and assume they inquired because they’re ready to buy, so they act like it and start selling to them.
That is most of the time a completely wrong approach.
So the million dollar question… what do you say to a lead that just came in?
Well… it depends…
Leads from a web contact form#
If they submitted your form, then you have 0 data about them and your best bet is to run a short discovery call to figure out what they want.
You do this by telling them: “Thanks for your inquiry, but before we can talk about the project, I have a few basic questions first.”
Then have a list of questions ready that need to be answered so you know who they are, where they are, what they want and if they are qualified to buy from you (not all of them are).
Leads from a 3D configurator#
If they went through your web 3D configurator, then you already know who they are, where they are, what they want, and if they are qualified. They also already got your estimate.
In this case, the estimate is the key point of conversation. They already saw the price… and 90% will tell you it’s too much when you call them…
So how do you come around this?
Price is always the most common objection… So you must learn to handle it.
The playbook is very simple: Agree, Reframe, Redirect… this is the whole move.
The price will come up eventually, so you better bring it up immediately and handle it on your terms… not theirs.
The script: agree, reframe, redirect#
Here’s a short training on how to do this on the call:
“Hi [name], John from OutdoorPros. You just designed a Luxury pergola with us.. lovely choice. I wanted to help you get it exactly right. Have a minute?”
A permission-based opener. Then run a short discovery and qualification, just 2-3 questions.
“Now… most people, seeing the configurator price think ‘that’s more than I expected.’ Did you feel that a bit too?”
They say yes. You raised the objection, so it’s on your terms.
- Agree. “You’re right to check, honestly, most of our happiest customers said the same at first.”
- Reframe. “That price is just an online estimate. The final one depends on your site (size, access, footings) and often comes out lower once we measure. Nothing is final here yet.”
- Redirect. “We build your pergola exactly to your space by the same team that installs it. The only way to your exact price and budget-friendly options is a free on-site visit. Mike will be in your area on Tuesday. Is 2pm ok for a visit?”
With this simple playbook, you will be in complete control of the call and you’ll consistently book more site visits than ever before.
Want a call script built around your own products and price points? Book a call and we’ll build one with you.