1. Booksy University
Objection Handling

2. Agenda
Objection handling

3. 1. Onboarding Objection Handling
I'm Afraid My Clients Will Have Problems Using Booksy.
I understand that you are worried about the challenges your clients may have using Booksy. Could you provide me with examples of what you are concerned about?
[wait for answer to create a response]
What if I could suggest some proven methods to help convince your clients to use Booksy?
.....
Create a client Booksy account to familiarize yourself with the user side. Not only will you see just how easy it is to use, but you can also show your clients the process from your phone as you book their next appointment.
We will also provide your business with startup materials that will help get your employees and clients on board.
Also, when you get a client in the chair, you can ask to see their phone and show them how to set it up immediately. That way, Booksy is working for you, and it's easier for the client to find you in the future- you're already in their phone.
For less tech-savvy clients, we also have other ways they can book with our app- through your Booksy-biz profile and web/facebook widgets.

4. 2. Onboarding Objection Handling
I Am Afraid That My Employees Will Have Problems Using The System.
You are concerned about Booksy's usability, correct? Are there specific features/processes that you feel may be a problem?
[wait for the response and handle individual concerns]
What if I could guarantee that you will receive support and training, would you feel more confident about using Booksy?
Booksy is more than just an app: is a full service which provides on-call customer support as well as free training/promotional materials to help you make the most of our product.

5. 3. Onboarding Objection Handling
I Have Clients From Different Age Groups.
I understand that you have clients of many different ages and you need to take this into consideration. Can you tell me a bit more about your clientele?
[listen to response to personalize your answer]
What if I told you this is something we have taken into account, and have multiple solutions for- would you be interested?
While not every person is tech savvy, most people own a computer and can appreciate the convenience of making an appointment without having to make a call. As long as someone has access to the internet, they can use Booksy (Booksy Biz profile, widgets, and app).
Followup if a large number of clients are very old: "We realize you may never get 100% of your clients to use Booksy. But even if portion of your clients do, imagine the time you will save!" [if they are older and have primarily older clientele, it may not be fair to try to pitch a product that may make their lives harder]
Another angle discussed, the future of business and also catering to a younger demographic as well as an older demographic.

6. 4.1 Context Objections Handling
I Prefer Walk-Ins... They Get Priority In My Shop/Salon. I Charge More For Appointments
I understand that you actually don't want to book appointments, and prefer to cater to your walk-ins. Do you mind if I ask you a few questions about your day?
I am guessing you want a certain amount of freedom in your schedule: when you're open, you take clients, and you aren't bound by an appointment book. Is this correct?
[if yes, continue on... if no, target your answers to their needs- such as client conversion or too busy]
Does this mean that you are unsure what your day may look like?
When do you have time to eat lunch or for breaks?
How do you communicate to your clients your schedule?
Do you have regulars? Do they get any priority in your shop/salon?

7. 4.2 Context Objections Handling
I Prefer Walk-Ins... They Get Priority In My Shop/Salon. I Charge More For Appointments
What if I told you that it was possible to work with your walk-ins, have the freedom of a walk-in barber, and have more control of your day-to-day schedule... would you be interested?
You may primarily take walk-ins, but you also have regulars. Loyalty to those regulars is an important part of maintaining your business. By using Booksy, you can make sure your regulars are taken care of first, and still have time for walk-ins.
If you truly hate taking appointments- why not have a system do it for you? 
With Booksy, you can avoid phone calls immediately if you want. Either they schedule electronically, or they walk in. Someone wants to book? Make the only times available the days where walk-ins are less likely. You can always reserve the busiest times for walk-ins if this is what you want, while still taking care of people who want to plan further in advance.
Don't want that appointment? Hit cancel, and they get a notification you're not available then- no conversation. Need to reschedule? Same story. 

8. 5.1 Context Objections Handling
I Am A New/Small Business. Maybe When I Am Bigger/Busier.
I understand that you're still trying develop your clientele. If I could show you a cost-effective way of building business, would you be interested? 
[pause for answer]
With Booksy, we will help promote you in a range of ways.
1.) All Booksy businesses have their own profile page where they can showcase their work to a broader audience.
2.) On this page, your clients that use Booksy can write public reviews of the service they received. These reviews are all authenticated, reassuring future clients.
3.) We have scheduling widgets for people who are drawn to your facebook page or webpage.
4.) We often feature work of great stylists on our instagram and facebook page as well.

9. 5.2 Context Objections Handling
I Am A New/Small Business. Maybe When I Am Bigger/Busier.
5.) Booksy will also provide you with a free welcome kit to get you started and help you build your business. This includes a customized digital flyer as well as physical materials for customers in the shop.
6.) Once they're in the chair, you can help them with the app- and favorite your page for them! This is a great way of converting new clients into regulars.
Unless you have an alternative plan for growth, now is the best time to invest into your business.
With Booksy, you not only save time from not having to schedule appointments- you save money on promotional materials. All of this can be used to build your business.

10. 6.1 Price Objection Handling I Thought It Was Free
It sounds as though you decided to use our app under the assumption it was free. I do apologize for the misunderstanding. Before you learned of the price, were you happy with the product?
[If happy, continue, if unhappy, handle other objections and extend trial unless asked to deactivate it.]
If I could explain our pricing system and how it works for you, would you be interested?
The purpose of Booksy is to simplify your work by handling the technical side of your business. This involves a team of highly skilled individuals working to keep your business running smoothly and offer you the best possible service.

11. 6.2 Price Objection Handling I Thought It Was Free
Not only do you get an app, but a committed customer support team who is here to address any problems you may have. What we try to do is establish a fair pricing system based on the number of staff members you have. 
Furthermore- we are constantly developing new services and features for your business- and we guarantee that your price remains the same no matter what we add (or how successful you become!).
[Give examples what they get with this price AND recent features added]
 Additional Solutions in the Americas:  Based on the financial situation/newness, extension of the free trial, offer a promotional rate, and explain the referral program (that we offer cash rewards for referrals they provide who pay for a subscription).

12. 7.1 Price Objection Handling The Price Is Too High
I understand that price is an important issue for you, but if we set aside the matter of price and look at the benefits Booksy offers, how do you feel about Booksy?
[if positive- read part below. if negative, handle that objection first.]
-----
Ok, what if I could show you how Booksy is an investment that pays for itself, would you be interested?
As a business owner, your time equals money. With Booksy, you get a virtual receptionist who can handle bookings at ANY time. You are accommodating a range of client's needs while being able to focus more time to the client in the chair.

13. 7.2 Price Objection Handling The Price Is Too High Talking points
-45% (55% in US) of bookings with Booksy happen after business hours- =gains for business and no wasted time 
-500 free SMSs, SMS blast system, and automatic push notification system- promote your business AND prevent no-shows. If even one person is drawn in by a promotion or shows up from a reminder, the service has more than paid for itself.
-General onboarding materials and features available
-Features constantly being developed
Additional Solutions in the Americas:  Based on the financial situation/newness, extension of the free trial, offer a promotional rate, and explain the referral program (that we offer cash rewards for referrals they provide who pay for a subscription).

14. 8. Tech Fear Objection Handling
I Can't Use Booksy And Answer Calls At The Same Time!
I understand that you want to keep your phone available for calls, and you don't want Booksy to conflict with this, correct? How do you typically handle your appointments?
[listen to answer for a more thorough response]
What if I could show you how to avoid this problem entirely, would you be interested?
The idea of Booksy is to keep your phone lines free. If you are constantly getting calls for appointments, imagine how many other callers you are missing while you're talking on the phone.
If clients still aren't using Booksy:
Do you use a computer at work? If I could tell you how to use Booksy and keep your phone line free, would you be interested?
Booksy gives you several easy options to schedule your appointments. As long as you have a device with internet access, you can use Booksy.

15. 9. Tech Compatibility Objection Handling
Your System Doesn't Connect To My System Where I Have My Customer Data.
If I have heard you right, you want to be able to access your customer database via Booksy, correct?
If I told you how we can import your customer information for you, would you be interested in our service?
While Booksy may not have compatibility with all other programs, if you can export your data as an excel file, we can integrate it into your Booksy account for you. 

16. 10. Lead Generator
Objection Handling

17. 11. Cancellation Request
Objection Handling

18. 5. How does the process look like?
Training step by step
Training Checklist is a document that is supposed to help you make sure you cover most important points of the training
You will find very useful especially in the initial stages of the onboarding
You can bring the checklist to a training with you
THANK YOU
You can find a ready-to-download Training Checklist here