TO

TO

––Using
Using
Rebuttals
Rebuttals
Why we
Why we use
use
Asking
Asking for
for
Rebuttals Sale
Sale
Rebuttals
• Rebuttals are an essential part of your
sales tools at
• By using Rebuttals, you are
going the extra mile to make
a sale and reassuring your
caller by addressing concerns.
When to
When to Use
Use
Rebuttals
Rebuttals
Sometimes when you ask for the
sale, you may receive a reply from
the caller such as “I don’t think I’m
ready " or “Not now” or “I have to
talk to someone else first” or “I’ll
just call back.” A caller may even
start the call with a concern about
where they are calling. You need to
always have a Rebuttal Ready!
 Rebuttalsprovide
Rebuttals provideaachance
chanceto
tooffer
offermore
more
options.
options.
Having your Rebuttal
ready means you
should always have a

Callers need to be
assured they have
been given the best
options available for
them.
READY!!!!!
Rebuttals for
Rebuttals for calling
calling back
back

Caller: “I didn’t get approval for this hotel, therefore

I’d like to check with the other two people coming
along. Can I call you back?”
Agent: “The only thing about that, is there’s not a
lot of rooms left, so are you able to place me on
hold and check with them?  Everything else is over
your nightly budget.  There’s no other option unless
you would be OK with paying more.”
Caller: “Ok, I’ll book it as long as there’s a
cancellation on that room.” Asha Owens
More Rebuttals
More Rebuttals you
you can
can
use
use
Caller: “Why so much? I called yesterday regarding
this city, and booked a few miles away but it was
less expensive.”
Agent: “Rates are based on availability and the
events that are going on in the area. They can
change quickly.” 
Patricia Atkins
 Rebuttals for
Rebuttals for discount
discount
rates
rates
Caller: “Do you have a AARP or AAA rate that would
make that price better?”
Agent: “That’s actually the lowest discounted rate
that I show available for you. Did you want to lock in
that room?”
Caller: “Alright, let’s go with that!”

Brooke Brown
Rebuttalsthat
Rebuttals thatget
getyou
youto
to
“Plan B”
“Plan B”
Caller: “I see a rate online and it says 1 room available – A
Grand Room King Bed. Can you book it for me?”
Agent: “I am not seeing that the rate is still available, have
you already tried to book it online? I’ll be more than happy
to walk you through if you have your dates entered.  I will
also take a look at other properties in the area for you,
what’s the price rate that you are looking for?”
Scenario: The caller wants to book another hotel, the Trump
Chicago, however he’s unsure if his wife is going to agree. 
Agent:  “If your wife doesn’t want the Trump hotel, she does
have the option to cancel. She can cancel up to the date
before check-in to be fully refunded. What name should we
book this under?” Tywandria Jackson
 Rebuttalsto
Rebuttals touse
usefor
forindecisive
indecisive
callers
callers
These are some other examples that help callers who cannot
make up their minds:

 “Are there any specific concerns you still have? I

would hate for you to lose this good deal.”
 “Since you are calling about a hotel for tonight, I
don’t recommend you wait any longer. Rates and
availability can change very quickly. We can lock
this is now, I just need your email address”
 Most
Most
importantly….
importantly….

We use rebuttals everyday. They should sound natural, and be used

with confidence. We are helping our callers make good choices by
addressing their concerns. Personalize them so they sound genuine,
and reflect your desire to help.