The Boomerang Framework
What is a Boomerang?
A boomerang response is a redirect technique that returns the conversation back to where it needs to be, but with the caller still engaged and feeling heard.
Think of it literally: The objection goes out → You catch it in the air → You throw it back with extra momentum, but now it's heading toward qualification.
Anatomy: Acknowledge → Pivot → Return to Qualification
Every effective boomerang has three parts:
PART 1: Acknowledge
You validate that the question is real and reasonable. This is NOT agreeing with them or confirming they're right to be worried. It's just showing you heard them.
Effective acknowledges:
- "That's a great question."
- "I totally understand why you'd want to know that upfront."
- "That's definitely something to think about."
- "Yeah, a lot of people ask us that."
What NOT to do:
- "Well, actually, you shouldn't worry about that..." (This dismisses them)
- "Let me tell you why that's not the right question..." (This attacks their intelligence)
- "Most people don't ask that..." (This makes them feel stupid)
PART 2: Pivot
You redirect to what matters right now, offering a reason why the sequencing of information matters.
Examples of effective pivots:
- "But here's what I've learned in working with people like you..."
- "The reason I ask is because..."
- "What I've found is that the answer depends on..."
- "The thing is, every situation is different..."
What NOT to do:
- "Let's not worry about that now..." (Creates the feeling they should worry)
- "I can't answer that..." (Positions you as incompetent)
- "That's for the closer to talk about..." (Makes you seem like you're avoiding)
PART 3: Return to Qualification
You ask a question that moves you back into your process. Ideally, it's the next question in your qualification flow, or it's adjacent to what they just asked.
Examples of effective returns:
- "Are you calling for yourself or a loved one?"
- "Tell me a little bit about what's going on with you."
- "What's your insurance situation looking like?"
- "How soon are you thinking about this?"
The Complete Boomerang in Action
Scenario: Caller asks "How much does treatment cost?"
Bad Response (straight answer):
"It depends. Usually about $10,500 for a 7-day detox."
[Result: Caller now knows cost but hasn't qualified themselves. They might be price-shopping and comparing to 20 other facilities.]
Boomerang Response:
"Great question — I'm glad you're thinking about that. [ACKNOWLEDGE]
Here's the thing: cost really depends on your level of care, how long you need to be here, and whether insurance covers some or all of it. If insurance covers it, you might pay nothing. If we're looking at self-pay, we can talk numbers. [PIVOT]
So before I throw a number at you that might not apply to your situation, are you calling for yourself or a loved one?" [RETURN]
Why This Works (The Principle)
The boomerang works because it respects the caller's concern while maintaining your process. It's not manipulative — it's educational. You're teaching them that their question has a better answer once you understand their situation.
Practice Examples
Question: "Tell me about your treatment program"
"Absolutely — we offer different programs depending on what someone actually needs, so I want to make sure I point you in the right direction. [ACKNOWLEDGE] Here's the thing: treatment looks different for different people. [PIVOT] Are you calling for yourself or for a loved one?" [RETURN]
Question: "Do you take Blue Shield?"
"We work with most major insurance plans. That said, every plan is different — even within the same company. [ACKNOWLEDGE] So what I need to do is verify yours specifically. [PIVOT] Are you calling for yourself or a loved one? [RETURN] And what's the insurance company name?"
Question: "Where are you located?"
"We have multiple detox and treatment locations as part of Tulip Hill Healthcare. [ACKNOWLEDGE] Placement depends on clinical needs. [PIVOT] Where are you calling from?" [RETURN]
Common Objections
See the full objection playbook for detailed responses to common scenarios: