"How Much Does It Cost?"
The Objection
- "What's the price?"
- "How much does your rehab cost?"
- "Can you give me a ballpark?"
What They're Really Asking
The Principle
Giving a number without context creates false expectations. You say "$10,500" and they either think "That's affordable" or "That's way too much" without knowing what insurance would cover, what alternate options exist, or if they even need that level of care.
The Response
Full Script (Version 1):
"That depends on the level of care, length of stay, and whether insurance is involved. We don't quote pricing without understanding someone's situation first. [ACKNOWLEDGE + PIVOT]
It's similar to asking the cost of a hospital stay before knowing the diagnosis. [REFRAME]
Are you planning to use insurance or private pay? [QUALIFICATION]
Let me grab some basics so I can give you an accurate answer."
Alternative Script (Version 2):
"That's a smart question â definitely something to think about. [ACKNOWLEDGE]
Here's the reality though: cost depends on three things. One, the level of care. Two, how long you need to be here. Three, whether insurance covers it or not. Without knowing those three things, I could throw a number at you that doesn't apply to your situation. [PIVOT]
So before we talk pricing, let me understand your situation better. Are you calling for yourself or a loved one?" [RETURN]
Transition to Qualification
Once they answer the self/loved-one question, eventually ask:
"Do you have insurance you're wanting to utilize? [Let them answer.]
Great. What company is it?"
Continue into insurance verification.
If insurance doesn't cover or they're self-pay:
"And if insurance doesn't cover it, or if you're looking at out-of-pocket, what does your budget look like?"
This opens a conversation about what they can spend, not what you want to charge.
What NOT to Do
Special Considerations
If they push for a specific number:
Caller: "I get that it varies, but just give me a range. Like, are we talking $5,000 or $50,000?"
You: "Fair question. The range is pretty wide depending on those factors I mentioned. A 7-day detox is different from a 30-day residential program. And if insurance covers it, you might pay $0-$2,000. If you're self-pay, we're looking at more. Here's what I'd rather do â let me verify your insurance right now and see what your out-of-pocket would actually be. That way you get an accurate number for YOUR situation, not a generic range. Are you calling for yourself or a loved one?"
If they're clearly price shopping:
Example in Action
Caller: "Before I go any further, I need to know how much this is going to cost."
You: "That's a smart question â definitely something to think about. Here's the reality though: cost depends on three things. One, the level of care. Two, how long you need to be here. Three, whether insurance covers it or not. Without knowing those three things, I could throw a number at you that doesn't apply to your situation. So before we talk pricing, let me understand your situation better. Are you calling for yourself or a loved one?"
Caller: "For myself. I've been drinking every day for about 10 years."
You: "Okay. So alcohol, 10 years. Do you have insurance you're wanting to utilize?"
Caller: "Yeah, I have Blue Cross through my job."
You: "Perfect. Let me verify that for you. If your insurance covers it, you might pay very little or nothing at all. If there's a deductible or co-pay, I can tell you exactly what that looks like. Let me grab your member ID and I'll check on that right now while we talk. What's your full name?"