Objection Handling
Overview
As a Closer, you encounter objections at a critical moment: after building rapport, establishing urgency, and presenting Tulip Hill as the solution. These objections are the last things standing between the client and admission.
Unlike Opener objections (which are often smoke screens or early resistance), Closer objections are specific, real concerns that must be addressed directly and confidently.
The Four Frameworks
1. Feel-Felt-Found
Empathize with their concern, normalize it by sharing that others felt the same way, then show what those others found when they took action.
2. Tie-Down Questions
Ask questions that get micro-commitments. "If we could solve [objection], would you be ready to move forward today?"
3. Assumptive Close
Act as if the objection is already solved and move to logistics. "Great, so once we handle [objection], when can you be ready to come in?"
4. Direct Reframe
Challenge the objection with a perspective shift that makes inaction more dangerous than action.
Common Closer Objections
Below are the seven most common objections you'll encounter as a Closer, along with proven scripts and frameworks for handling each one:
Travel Distance
"Your facility is too far away" — Reframe as choosing best care vs. convenient care
Found Another Facility
"I found another treatment center" — Educate on quality differences without attacking
Length of Stay
"I don't want to stay 14 days" — Circle back to the scorecard and medical necessity
Job Concerns
"I don't want to lose my job" — FMLA protection and confidentiality
Phone Access
"I need my phone" — Explain medical monitoring and alternative communication
Service Animals
"I won't go without my service animal" — Balance accommodation with care quality
Court Dates
"I have an upcoming court date" — Position treatment as advantage before judge
What NOT to Do
- Don't dismiss concerns: "Oh, that's not a big deal" — invalidates their feelings
- Don't get defensive: "Why are you making excuses?" — creates resistance
- Don't over-promise: "We can definitely get you your phone" — when you can't
- Don't attack competitors: "That place is terrible" — unprofessional and risky
- Don't give up too quickly: One objection doesn't mean they won't come
The Mindset
Remember: objections are proof of interest. If they didn't care about coming to treatment, they wouldn't be bringing up concerns. Your confidence in addressing these objections signals that you've heard them before and you know how to solve them.