Overcoming Trust Barriers
Whether you face one barrier or another, the key to building trust is bringing the homeowner along for the ride. After all, homeowners will have a natural skepticism when they’re approached, but that skepticism can largely be overcome by consulting with them.
As you listen to the homeowner’s objections, it’s best not to respond with solutions right away as this can feel dismissive.
Instead, try the following:
☀️ Ask clarifying questions to really understand the objection
☀️ Repeat the objection back to them (also known as “mirroring”)
☀️ Offer a solution in the form of a question
Let's take a look at how this might play out in front of the homeowners.
In Practice
Offer a solution in the form of a question.
Here is a simplified example script of what this conversation might look like.
🛑 Homeowner “We’ve considered storage before, but it’s just way too expensive.” 💡 Sales Rep [clarifying question] “I hear you, batteries can be very expensive. What would you ideally like them to cost?” 🛑 Homeowner “Well ideally they would be free, but the most we would want to spend on them is $2-3k.” 💡 Sales Rep [mirroring] “Yes, it would be great if they could be free and who knows someday maybe they might be! So $2-3k would be a price you’re comfortable at?” 🛑 Homeowner “Yes, that’s right.” 💡 Sales Rep [solution] “Well, have you ever considered backing up just part of your home? Just the essentials like your refrigerator, heating, etc., in case of a power outage?”
Sales Mode can help explain battery storage, too. Right on your tablet.
Model it Out
As you can see, in this example the sales rep is showing that they are actively listening. This allows the homeowner to feel heard and builds that bridge of trust between the two parties.
Once the homeowner agrees that the solution could be viable, the next key step is to model the solution so that they can evaluate it.
As we say at Aurora, “When in doubt, model it out!”
Using Aurora’s storage feature, you can model multiple options. In this case, you can show the homeowner what storage would look like both as a battery backup and as a way to offset time-of-use rates.
This helps foster further discussion and, again, brings the homeowner along for the ride.