Objection Playbook
For each objection, you'll find the underlying concern, the principle behind the response, and the exact script using the Boomerang Framework: Acknowledge → Pivot → Return.
Common Opener Objections
"Tell Me About Your Treatment Program"
What they're really asking: "I'm not sure what treatment even is, and I need to know if you're the right fit before I commit my time and energy."
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"Do You Take [X] Insurance?"
What they're really asking: "Can I afford this? Will you reject me because of my insurance?"
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"Where Are You Located?"
What they're really asking: "Is this accessible to me? Will I have to travel far? Is this even practical for my situation?"
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"How Much Does It Cost?"
What they're really asking: "Will I be able to afford this? Are you going to try to sell me on something I can't pay for?"
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"Do You Offer [X] Service?"
What they're really asking: "Does your facility match what I think I need? Will you turn me away if you don't have this specific thing?"
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"Can You Do a Short Detox?"
What they're really asking: "I need to minimize my disruption. What's the fastest path through this?"
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"Is This [Wrong Facility Name]?"
What they're really asking: "Am I in the right place, or do I need to hang up and call somewhere else?"
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The Soft Redirect Approach
What Every Response Includes
For each objection page, you'll find:
- The Objection: Exact caller phrasing
- What They're Really Asking: The underlying concern
- The Principle: WHY the response works
- The Response: Exact script (Acknowledge → Pivot → Return)
- Transition to Qualification: How to smoothly continue
- What NOT to Do: Common mistakes that kill this response