How to deal with objections properly
The unit buyer doesn't ask the hard questions because he wants to argue, he checks the risks: whether it's going to be downloaded, who manages the money, why there are fees, how the property is protected, whether the unit can be used himself, and what will happen to the returns.
The manager must respond not with emotion, but with the system, and every answer must be logical.
- management
- loading
- contract
- reporting
- financial model
- repair-stock
- Medical wellness and a single brand
A strong answer doesn't close the question with "don't worry." It explains how the model works.
Objection: and if my unit is idle
The weak answer: “Not because Altai is in demand.”
Strong answer:
"There is a risk of downtime in any accommodation facility if there is no boot system, where the unit is not accidentally surrendered, it is included in the room stock and sold through several channels: direct sales, tour operators, agencies, electronic platforms, corporate visits, medical wellness programs, foreign partner destinations and a repeat guest base, the purpose of the Criminal Code is not to promise the absence of risk, but to reduce it by the sales system."
After the answer, it is better to send a download channel diagram and a financial model according to scenarios.
Objection: Why I should pay the management company
The weak answer is, "That's how the model works."
Strong answer:
"The CC commission is not just about paying for cleaning, the management company is creating the load, managing the rates, working with the sales channels, receiving guests, controlling the service, keeping records, organizing repairs and maintaining the unit as standard, without this system the owner has to do everything himself, and the facility loses the uniform hotel format."
After the answer, you can send a description of the role of the Criminal Code and the structure of the management contract.
Objection: why there is still a tour operator commission
The weak answer is, “It’s common practice.”
Strong answer:
"The tour operator or the agency gets a commission for attracting a guest. It's a separate function. The MC manages the facility, and the sales channel leads the client. If the guest comes directly, the channel commission is lower. If through the tour operator, the commission is higher, but without this booking channel there would be no empty unit does not generate income."
After the answer, you need to send a scheme of income distribution and material about the commission of tour operators.
Objection: Too many retentions are being made
The weak answer is, “But there will be income.”
Strong answer:
“It’s important to look not at the number of lines of expenditure, but at the net result: each retention should have a function: the sales channel leads the guest, the MC manages the facility, the operation provides service, the repair reserve maintains the quality of the unit, all retentions should be reflected in the model and reporting in advance.”
After the answer, it is better to send a financial model and an example of the owner’s report.
Objection: I want to hand over my unit myself
The weak answer is, "You can't do that."
Strong answer:
"If each owner rents out a unit on their own, the property loses the same hotel standard, there are different prices, different conditions, different guests, different quality and conflict with tour operators, for a profitable apartment hotel, a single room fund is important, this protects the brand and profitability of all owners."
After the answer, you need to send a material about the management contract and the participation of the unit in the number fund.
Objection: I want to use the unit myself whenever I want.
The weak answer is, "It's going to be difficult."
Strong answer:
"Personal use is possible if it's contractually agreed, but you have to understand that the days you occupy a unit cannot be sold to tourists, especially if it's high season, so the rules for personal use are fixed in advance: the number of days, the notice period, the cleaning, the impact on profitability."
After the answer, you can offer a financial model taking into account personal use.
Objection: Who will answer if the guest breaks something?
The weak answer is, “We’ll have everything under control.”
Strong answer:
“The control model should have regulations: inspection, photo fixation, act of damage, deposit or other compensation mechanism, repair and notification of the owner. Damage in commercial operation is possible, it is important not to deny it, but to have a clear procedure.”
After the answer, you need to send the structure of the management contract and the damages procedure, if it is already prepared.
Objection: why repair reserve, if the unit is new
The weak answer is, "That's the standard."
Strong answer:
"The unit will be in commercial use. Even the new room is gradually wearing out: textiles, furniture, appliances, mattresses, plumbing. Repair reserve is needed to maintain quality and not reduce the tariff. It is protecting your income and the future value of the unit."
After the answer, it is better to send a material about the repair reserve and an example of reporting.
Objection: You guarantee returns
The weak answer is, "Yes, we're sure."
Strong answer:
“It’s a good idea to talk about a predictive model and scenarios: revenue depends on load, tariffs, season, sales channels, costs and management quality, we can show a cautious, baseline and strong scenario, and a system that works on the boot, and if it’s a legal income guarantee, it should be separately enshrined in the contract.”
After the answer, you need to send a financial model with several scenarios.
Objection: why the ticket through the tour operator will be more expensive
The weak answer is, “Because there’s a commission.”
Strong answer:
"Through a tour operator, it is better to sell not just a room, but a program: accommodation, meals, transfer, routes, wellness, medical support, a bathhouse or a corporate format, then the client buys a ready-made scenario of stay, not just a bed, and this price naturally takes into account the cost of sale."
After the answer, you can send an example of a product program.
Objection: (a) if the management company does not work well
The weak answer is, "It's not going to happen."
Strong answer:
“The quality of the CC’s work must be controlled by contract, reporting, load metrics, feedback, service standards and financial transparency, which is why the management model must be disclosed before the transaction, and the buyer must see not the promise, but the control system.”
After the answer, you need to send an example report and the structure of the management contract.
Objection: Why I should believe in a foreign stream
The weak answer is, “Foreigners will definitely go.”
Strong answer:
"Foreign flow doesn't have to be promised as a fact; it needs to be built, it needs translated materials, partners, logistics, medical wellness programs, maintenance and a clear brand, it's an additional channel of development, not the only basis of profitability."
After the answer, you can send material about international sales and foreign partners.
Universal scheme of response to an objection
The manager must take four steps.
The first is to acknowledge the question.
The second is to explain the logic.
The third is to show the instrument:
- contract
- report
- financial model
- loading
The fourth is to offer the following material or meeting.
Example:
"Yes, the commission is important. The logic is, the C.E. and the sales channel have different functions. The C.E. manages the facility, the tour operator brings the guest. In the financial model, these costs are separated. I can give you an example of a calculation that shows how this affects net income."
Practical conclusion
Objections are a test of trust. The manager must respond not with emotion, but with a model. All answers must return the buyer to the system: the management company, download channels, contract, reporting, repair reserve, medical wellness, single brand and financial model.
A strong manager doesn't argue with a buyer. He shows how risk is managed.