These are the top 20+ questions the customers will ask.. How would you respond?

Discussion in 'Salesmanship' started by Mojo Rising, Nov 14, 2014.

  1. Mojo Rising

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    Those are some top notch answers.. impressive.
     
  2. shane deubell

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    Oh yeah, I'm stealing that!

    Nice.
     
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  3. jaymark

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    My favorite one is what can I expect from carpet cleaning.

    It really helps to set the expectations of cleaning, what it is and isnt. Too many customers think we are installing new carpet rather then cleaning their 20 year old new construction grade nylon.
     
  4. Omar

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    I didnt know you could charge for having to return to fix wick back.
     
  5. jaymark

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    I never have but I worded it like that for the "just in case" nightmare type jobs.
     
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  6. dmreed4311

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    I like this , I may use it
     
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  7. Todd the Cleaner

    Todd the Cleaner Todd Cottino
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    1 How much do you charge?

    $33 per room up to 200 sq feet. Larger rooms charged accordingly. I do have a $95 minimum that covers 2 rooms and a hall, I also have a 3 room special for $109.

    2 How long does it take to dry?

    Generally 4 to 6 hours depending on conditions. On heavily soiled thick carpeting it will take longer. Once I see your carpet I can give you a pretty good idea of how long it will take to dry.

    3 Can you get out all the stains?

    I will do my best. I do have specialty chemicals for various stains and if there is a way to get the stain out I will do it. When I see your carpet I can tell you which stains will and will not come out.

    4 How long does it take to dry?

    See answer to question #2 above.

    5 Can I use/walk on the carpets when you're done and while pretreated?

    Yes, but you will need to use caution especially when stepping off the carpet onto a hard surface. Your feet will be wet and the hard floors will be slippery. You will need to be cautious of this from the time I arrive until the carpet is fully dry.

    6 What kind of furniture do you move?

    I will move easily moved furniture such as sofas, chairs, tables and so forth. If you have any tables you would like me to move such as coffee tables, end tabled, night stands etc. pleas have the top of the tables cleared off so I can easily move them. I generally clean around beds but if you have a bed you really want me to clean under I ask that you have all the bedding stripped off prior to my arrival and I will stand the mattresses up and clean under the bed for you and then put the mattresses back down.

    Desks, dressers, entertainment centers, china cabinets and other things too heavy to be moved will remain in place as well as any electronics or items easily breakable.


    7 Do I need to be here during the cleaning?

    No, but I do prefer if you are there when I arrive to discuss the job to be done. If you are unable to be there at the time the job is done I would prefer to come meet you and give you an estimate prior to doing hte work at a time convenient for you.

    8. How can I pay?

    Cash or check preferred, credit cards accepted.

    9 Do you match competitors prices or coupons?

    What coupon do you have? (if it is an $8 a room coupon I will tell them it is a bait and switch coupon and I don't operate that way. If the coupon is for a reasonable price I will go ahead and accept it)

    10 Wow, your prices seems high?

    I am not the cheapest for sure. I do high quality work at a fair price. My price includes everything needed to do the best job I can do and there will be no additional charges unless you add on more work to be done. If you want cheap there are plenty of other guys out there, if you want the best job possible I am happy to help you.

    11 Do you use a truckmounted unit?

    Yes I do.

    12 Do you offer a guarantee?

    Yes, I guarantee 100% satisfaction. Does this mean your carpet will look brand new when I finish, no, but I guarantee you it will be as clean as possible and if you are not satisfied I will re-clean any areas of concern until you are satisfied.

    13 Do you steam clean?

    Yes I do. I also offer low moisture cleaning if that is what you prefer but I generally recommend using the steam cleaning process.

    14 Will the carpets be crunchy after the cleaning?

    Generally no, but I have occasionally run into a job with so much soap residue from previous cleanings where the carpet has dried crunchy. If this happens call me and I will come back to address it. Most of the time a good vacuuming after the carpet is dry will resolve the issue.

    15 Does protector really work?

    Yes it does. Having your protector re-applied helps to maintain your carpet and keep it cleaner longer.

    16 I heard that once you clean your carpets they get dirtier quicker?

    Not if properly cleaned. I use professional chemicals that will not leave a sticky residue. Some cleaners may be using over the counter products such as laundry detergent which can leave a soil attracting residue. With my cleaning process it will not be an issue.

    17 Should I turn the heat on when you are done?

    ***My answer will vary depending on the time of year. Most of the time here I recommend either running the air conditioner or opening windows. In the winter I do recommend heating the house to at least 65 degrees or what ever the customer is comfortable with.

    18 How often should I clean my carpets?

    It varies from house to house. Depending on the conditions I recommend once or twice a year. AN older couple with an immaculate house I will recommend an annual cleaning. A house full of kids and dogs I recommend cleaning every 6 months or even more often if needed.

    19 Can you remove wax?

    Yes I can.

    20 I have never had my carpets cleaned, what should I do?

    All I ask you to do to prepare for the cleaning is have all the little things picked up and out of the way. I will move larger items as needed and take care of everything else for you.
     
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  8. shane deubell

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    How come you have to be so dam honest. :D
     
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  9. Jose Holguin

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    You used the word chemical Todd! You just lost the lead right there! ;)
     
  10. Ryankettering

    Ryankettering Well-Known Member

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    1 How much do you charge?
    Can you let me know how many rooms and what type of rooms you need cleaned? Also is there any pet stains, red stains, or problem areas I should know about before giving you a quote?
    2 How long does it take to dry?
    Typically it takes less than 2 hours for the carpet to dry.
    3 Can you get out all the stains?
    What sort of stains are of concern to you?
    4 How long does it take to dry?
    It will be dry before I leave.
    5 Can I use/walk on the carpets when you're done and while pretreated?
    We will provide you shoe covers/booties to put over you feet. We will put drop clothes at the flooring transitions to make sure that no one slips.. but I can give you more info on that when we are there.
    6 What kind of furniture do you move?
    Well we do "basic" furniture moving, this includes tables, chairs, and couches included in our price. But not bedroom furniture, entertainment centers etc. We also give discounts if you either move the furniture or don't require us to move the furniture (go around) will you need us to move furniture while we are there? Or do you want me to price it with the "no furniture moving discount"?
    7 Do I need to be here during the cleaning?
    That's up to you. If you want to leave while we are cleaning that is fine, but we certainly won't kick you out of your own home! lol It will take about ___ hours to clean your house, so if you want to leave during that time that is completely fine, whatever works for you.
    8 How can I pay?
    We take cash, check, or credit card; what ever is most convenient for you
    9 Do you match competitors prices or coupons?
    I'm sorry we don't, what sort of coupon did you have? I can definitely check for you.
    10 Wow, your prices seems high?
    Well mamm/sir I can tell you we aren't the lowest in town, but also not the highest. We try to price our selves right in the middle, but give you the service of the higher end cleaners with out the high end price. We even include a bottle of our free spot cleaner and an application of free stain guard included in every one of our cleaning. This helps to ensure that your carpet will look good long after we are gone. If you want to shop around, believe me, I get that.. but ask the other company if they do a pre-vaccuming, move furniture, or how much they charge for stain guard, many companies actually charge $20 or more per room to apply stain guard, while we include it at no extra charge.
    11 Do you use a truckmounted unit?
    We offer hot water extraction as well as all other types of cleaning, is that what you were looking for?
    12 Do you offer a guarantee?
    We do more than a guarantee! We take it a step further and give you a 1 week spill warranty.. if someone spills, we come clean it up when we are in the area... the only catch is you have to try cleaning it first with the spot cleaner bottle that we give you, and if it doesn't come out.. just give me a call, and I will swing by and take care of it for you, no problem.
    13 Do you steam clean?
    We do offer steam cleaning as well as all other types of other carpet cleaning, is that what you are looking for?
    14 Will the carpets be crunchy after the cleaning?
    No, did that happen in the past? We use.. blah blah (based on response from customer)
    15 Does protector really work?
    Oh yes, if you want I can show you when we get there. basically it creates a barrier between the carpet and spills so that you can get them up before they set. It really helps to keep your carpet looking good between cleanings.
    16 I heard that once you clean your carpets they get dirtier quicker?
    hmm.. that might be with some cleaners that don't take there time to do things the right way. We pre-vaccum, pre-spray all carpeted areas, treat all stains, scrub the carpet, and extract the dirt, then we follow up and groom the carpet to ensure fast and even drying. Plus we give you that stain guard that I told you about earlier to actually keep your carpets clean for longer!
    17 Should I turn the heat on when you are done?
    You really don't have to, most of the carpet will be dry before we leave. anything else will be dry in less than 2 hours.
    18 How often should I clean my carpets?
    do you have pets? (yes) do you have kids? (yes) We recommend cleaning your carpet about every 3 -6 months, (if you don't have pets or kids) about 1-2 years (((I was going to go into why.. but damn I am tired of typing at this point......))
    19 Can you remove wax?
    Yes no problem, how many spots do you have?
    20 I have never had my carpets cleaned, what should I do?[/QUOTE]
    Well we are a full service company. We will handle moving basic furniture for you (chairs, couches, tables) and you handle the little stuff (magazine racks, lamps, etc) You can vaccumm before we get there if you want, but either way we will do a professional vacuuming with our industrial commercial vaccuum. ... blah blah

    Let's be honest no one asks ALL of these questions, and I have been typing for about 30 min now.. so, I'm done..
     
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  11. Todd the Cleaner

    Todd the Cleaner Todd Cottino
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    I fixed it for you.
     
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  12. Ray Thomas

    Ray Thomas Active Member

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    wow, great info on your site! looks good too!
    what equipment are you referring to here btw? " We normally recommend the use of our hard surface cleaning tool which is connected to our carpet cleaning machine."
    Thanks!!
     
  13. Ray Thomas

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    like hydro force?
     
  14. Lars

    Lars Well-Known Member

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    CLICK.............
     
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  15. jaymark

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    Yea spinner. People ask us a lot to "power wash" their basement. Basements we use the tile spinner but garages we use our PW.
     
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  16. spod

    spod Active Member

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    3 Can you get out all the stains?

    I will do my best. I do have specialty chemicals for various stains and if there is a way to get the stain out I will do it. When I see your carpet I can tell you which stains will and will not come out.

    Chemicals!
    1.Are your chemicals poison?

    2.Will your chemicals hurt my carpet?

    3.Do you really have to use chemicals?

    4.Are your chemicals safe for pets?

    5.Oh is this chem dry I called?

    9.Do you have a T.D.G. (transportation of dangerous goods) permit for these chemicals?

    10.Can I see it?
     
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  17. Todd the Cleaner

    Todd the Cleaner Todd Cottino
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    1.Are your chemicals poison?

    Probably not the best thing for you to drink.

    2.Will your chemicals hurt my carpet?

    Yeah, isn't that why you called me?

    3.Do you really have to use chemicals?

    No, I can do a wet-n-jet if that's all you want but don't expect any of the stains to come out.

    4.Are your chemicals safe for pets?

    Again, probably not the best thing to feed them.

    5.Oh is this chem dry I called?

    I can offer you the same service they do.

    9.Do you have a T.D.G. (transportation of dangerous goods) permit for these chemicals?

    Sure do.

    10.Can I see it?

    Absolutely.
     
  18. Omar

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    First time i heard of a tdg. How much do they go for and do you need to take a class to get this permit?
     
  19. spod

    spod Active Member

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    You need a T.D.G. to transport a 20 liter Jarry can of gasoline.
     
  20. Omar

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    Can you elaborate? Im trying to research this, with little success. I know as a truck driver i needed to have a hazmat just to trasnport lipstick. Is this an endorsement that i would have to get through dot?
     

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