Objections and Rebuttals  (73 items)

Last updated: almost 4 years ago

To Do (73 left)

  • Cheaper somewhere else
  • You might be able to get a cheaper deal somewhere else, but keep in mind that cheaper doesn't always mean better. If our plan or coverage is better, meaning you get more for your money, wouldn't that be worth giving Sprint a try? Let's take a look at what
  • Phone is too expensive
  • I completely understand your concern. Once you receive your phone you will agree that our devices are worth the investment. Is there something specific about this phone that is holding you back from taking advantage of this offer? Let's explore another ha
  • I understand the price concern. We do have other handsets at different price points and I'm sure we have one that will fit your needs. What type of features are you interested in? [Emphasize key features that will benefit the customer].I understand. We ar
  • Better price from online authorized retailer (Wirefly,Letstalk, or others)
  • I can understand why you would think that, but did you know indirect dealers may have different return and exchange policies? Dealers can even have additional fees that Sprint does not charge its customers. By ordering with us today, you will be buying di
  • Better price from third-party store
  • I can understand why you ask this, please know that:
  • Sprint is prohibited by law to control pricing used by our third party distribution partners and stores. *Often, there are savings when ordering through Sprint Telesales (like bundled pricing on multi-item purchases) or online at sprint.com.
  • Sprint provides a 14-Day Sprint Free Guarantee with every purchase of a new line of service. *Sprint direct channels offer specialized knowledge and unique Sprint products and services (like ReadyNow appointment setting). *Use closing tools when appropria
  • Additional line too expensive
  • Obviously you have a good reason for saying that, may I ask what it is? I can understand how you feel. Others have felt that way too, but when they took a closer look, they realized that they actually saved money!
  • California Sales Tax
  • I understand your concern with the amount of taxes on this order. California has legislated that all carriers charge these taxes and Sprint must comply by law. California requires sales tax on discounted phone equipment to be calculated based on special r
  • For more information about this requirement, go to the California State Board of Equalization website (www.boe.ca.gov) and search for cell phones.
  • Interested in Talk-only plan / Pricing of Everything Plans
  • I understand your interest in plans with a large number of anytime minutes. One thing to remember when selecting a good plan is: What do I get for the money I am spending? With Sprint, you get not only a large number of anytime minutes, but Nights and Wee
  • Fees (Shipping)
  • Why do I have to pay an upgrade fee?
  • Why do I have to pay an upgrade fee? I understand your concern about Upgrade Fees. This is an industry standard fee. However, Sprint has one of the lowest upgrade fees and this is a one time charge applied only when you transfer from one handset to anothe
  • Why do I have to pay shipping? I understand your concern about Shipping Fees. This is an industry standard fee that is a one time charge. You can expect to receive your phone conveniently at your front door within 2-5 business days.
  • Why does sprint.com quote overnight shipping? The overnight shipping listed on Sprint.com refers to accessory orders that do not contain a phone. Sprint.com and Telesales both have the same 2-5 business day shipping time frame.
  • Go to Store
  • I don't want to purchase a phone right now. I'll go to a Sprint store.
  • Customer may truly intend to go to a store but there is likely an underlying reason why they are not ready to commit over the phone. Depending on what they have expressed to you, use a combination of the following talking points: *Allow me to save you the
  • Think it over
  • These objections are often delay tactics for indecisive customers. It's very important to try and identify the true reason why they aren't ready to buy today. Call backs are generally ineffective with these customers.
  • Shop around
  • I would want to shop around too but let me save you some time. What sets Sprint apart from others is our large selection of phones, great rate plans, and our all digital network. You've made the right decision by calling Sprint today and II know we can ge
  • Still objects: Are there any additional questions or concerns you are having that I can address to help you feel more comfortable with moving forward with your buying decision?
  • Check with spouse
  • I can understand why you would want to discuss with your spouse. I know how valuable your time is and since I'm already on the phone, why don't we just conference in your spouse and see what they think?
  • Still thinking
  • I certainly understand. Important decisions like buying a new phone should be given plenty of thought. Sprint is so confident you will be happy with your buying decision that we offer a 14-Day Satisfaction Guarantee. I want to make you very comfortable wi
  • Economic Hardship
  • Can't afford / lost job
  • I can definitely understand your hesitation. Many Sprint customers are saving money by teaming up with friends and getting on shared plans to take advantage of sharing minutes, free mobile to mobile and other great features. Do you have family or friends
  • Don't want to add anything / cutting back on expenses
  • I can understand the need to work within a budget. Many customers find thatthey can eliminate the expense of having a landline and supplement that with Sprint's Mobile Broadband Connection Card. This provides our customers with the convenience of having o
  • Customer not eligible to bill to account (BTA)
  • I appreciate your hesitation. How about I call you back on the day of your billing cycle and we can collect payment via a debit or credit card then. Does that sound good?
  • Not Interested/Don't Need
  • I don't need Device Protection
  • You know, I thought the same thing until I lost my phone! I highly recommend Device Protection for all my customers. It really is a great service, Device Protection covers your phone even if it's lost, stolen or damaged! The cost is only $[insert price] p
  • Still objects: Are you sure? Device Protection can only be added in the first 30 days of purchasing your phone and is a great service. If something happens to your phone, it would be nice to know that it is covered.
  • I don't want to review my account
  • I can understand your hesitation. However, with Sprint's new rate plans, cutting-edge phones and current promotions this is a great opportunity to review you wireless needs.
  • Payment
  • I don't have a credit card. Can I pay with my checking account?
  • Sprint does not accept checks, which is for your protection. I can process your order today with a credit or debit card. Do you have a debit card? Doesn't have a debit card: I am happy to call you back when a credit card is available. Another option is to
  • don't want to pay a deposit
  • I can understand your concern about the deposit. This will allow you to take advantage of great savings today. And, most importantly, in 12 months you get your ENTIRE deposit back. Do you have a credit card/debit card you prefer to use for your order? ///
  • Why can't I bill to my account?
  • I'm sorry if this seems like an inconvenience, but I want to assure you this is in place for your protection. Sprint wants to ensure that there is no unauthorized activity on your account and this process helps protect our customers from fraud. I will be
  • I don't want a contract
  • I can understand your hesitation. However, the two year service agreement will lock in your savings today and guarantees the prices and rates I have shared, which is money back in your pocket and a great benefit to you. Just to verify, the address you wan
  • Every customer's needs are different, which is why Sprint has introduced the Sprint As You Go program. With this program, there is no contract required and you basically pay a low monthly rate depending upon what type phone you select. Not all devices are
  • I have a spending limit. Why can't I bill to my account?
  • The spending limit is for your own protection. Billing to your account would possibly put your spending limit amount at risk, allowing you to get close and possibly go over your limit. We can complete your order with a credit or debit card and get your ph
  • Bad Sprint Experience
  • Coverage is not good
  • I understand your concern about coverage. Sprint is constantly updating our towers to provide better service for our customers, both present and future. If your coverage is better now than it was in the past, are you willing to give us another try? Let's
  • Why do I have to wait for a mail in rebate?
  • I don't like to wait for rebates either, but Mail in Rebates are discounts provided directly from the phone manufacturers. It's actually a pretty easy process. Once you send in a few documents, you normally receive your rebate in approximately 8 weeks. Wo
  • Customer Service
  • I apologize for any inconvenience we have caused you (use we - never blame other departments). I am happy to assist you and make your experience with Sprint a good one.
  • Existing Customer Programs
  • Loyalty programs
  • Loyalty programs
  • Because you are a long time customer with Sprint, you may be able take advantages of Loyalty offers such as $150 off a new handset when you sign a 2 year agreement or a $25 service credit when you refer a friend or family member to activate a new line of
  • Sprint One Up
  • Sprint One Up is a great program for well qualified credit customers and is available through our Sprint retail stores. *While I will not be able to extend this offer over the phone today, I'll be happy to answer any questions you may have about Sprint On