The objection branches, in the words they actually use
You will hear roughly eight sentences all day. Drill these until the branch fires before you think about it — that is what buys you the attention to notice the detail that closes the door.
“We stream everything now. We cut the cord years ago.”
What is behind it: usually true, often proud, and frequently accompanied by a stack of subscriptions they have never added up. Do not tell them streaming is worse. You will lose, and you will deserve to.
The branch: “Honestly, half this street streams now — I’m not going to talk you out of it. Curious though: between the internet bill and all the apps, what are you at monthly once it’s all added up?” Then be quiet. A lot of homeowners start counting out loud — internet, one big live-TV app, two or three on-demand services — and land somewhere north of a bundled package. If they land under it and they are happy, they are not your customer. Say so, tag the door streams only, and go. Burning ten minutes on a genuine cord-cutter is how reps lose the block.
“I’m in a contract.” / “I just re-signed.”
What is behind it: a date, and often an early termination fee they have been told is worse than it is — most ETFs prorate down each month of the agreement. The branch: “Totally fair. Two things: who’s it with, and what month does it run out?” Mention contract-buyout credits only if your provider is actually running one and only within the amount you can confirm — an invented number is a cancel and a chargeback waiting to happen. Then the important part: “I’ll put a note to swing back in March, before you auto-renew into another two years.” Write the month down. That single habit is worth more than any close on this page.
“My bill went up like forty bucks and nobody warned me.”
What is behind it: the promo ended, or fees moved. This is the most workable door in the trade and it hands you the whole pitch. The branch: “Yeah — the intro rate came off. Do you have the bill handy? I want to see what’s actually on there, because half of it usually isn’t the package.” Getting a paper or app bill in front of you is the real close in TV sales: fees, equipment rental per box, unused premium channels. Show them what they are paying for, not what you are selling.
“I’m not putting a dish on my roof.” / “You’re not drilling holes in my house.”
What is behind it: a homeowner protecting their property, and sometimes an HOA. The branch: do not promise a mount location — that is the installer’s call on the site survey, and a rep who guarantees a pole mount and gets a roof penetration creates an angry customer and a cancel. Say what is true: “The tech does a survey before anything gets mounted, and there are usually a few options — pole, ground, eave. They’ll walk it with you and you sign off before they touch anything.” If they still hate it and cable serves the address, sell them the cable side. If neither, tag no dish permitted and stop.
“We had satellite before and it went out every time it rained.”
What is behind it: a real phenomenon — rain fade — often made much worse by a marginal install or an obstructed line of sight. Denying it ends your credibility instantly. The branch: “Heavy storms can knock it for a few minutes, that’s honest. When did you have it, and where was the dish mounted? A lot of what people remember as rain is really a dish that had trees growing into the line of sight.” Then move to what you control: the equipment, the price, and what happens if they are unhappy.
“I rent.”
What is behind it: not automatically a no. Cable often needs nothing structural; satellite usually needs written landlord permission for anything mounted. The branch: “No problem — for the cable side that’s usually not an issue. If we go satellite, we just need a yes from the landlord before the tech comes. Want me to leave you the one-pager to send them?” Disposition it renter — needs landlord with a callback, and leave your digital card so they can send you the yes without hunting for a phone number.
“Are you actually with Spectrum, or is this one of those third-party things?”
What is behind it: a decade of bad actors in this exact category. The branch: answer completely, immediately, badge out. “Fair question. I’m with [dealer name] — we’re an authorized retailer for [provider], not the corporate office. Here’s my ID, and the order goes into their system with a recorded verification call so you’ll hear the terms from them, not me.” Reps treat this as a hurdle. It is the opposite: it is the fastest trust you will build all day, and the verification call is a genuine feature you should be volunteering, not hiding.
“How much is this going to cost me today? Is there a credit check?”
What is behind it: a fear of a surprise upfront charge, and often a real credit worry. The branch: be straight. “There is a credit check — it decides whether there’s anything due upfront and what the equipment terms look like. I’d rather run it and tell you the real number than guess at your door.” Never quote an upfront of zero before qualification. Reps who do it produce cancels at install, and the cancel comes straight back out of your commission.
“I have to talk to my wife/husband.”
What is behind it: either genuine, or the softest available exit. The branch: “Makes sense — this is both of your bill. When’s she home? I’m on this street until about seven, or I can come back tomorrow evening with the actual numbers side by side.” A specific time beats “I’ll swing back.” Log it as an appointment, not a maybe.
“Somebody was just here last month.”
What is behind it: canvassing fatigue, and possibly your own teammate. The branch: “Probably one of ours — sorry about that. Did they get you taken care of, or did it never go anywhere?” Then fix the underlying problem: a team map with GPS-verified knocks so two reps stop double-knocking the same street, and a disposition history so the second visit references the first instead of restarting it.
