Customers say “I need to talk to my husband or wife first” for a reason. Here is what usually sits behind it, how to respond and what to avoid.
In many households a decision about money is shared, and the customer is right to want to include their partner. Sometimes it is also a way to avoid saying no. Welcome the partner into the process rather than racing to close before they are involved.
Typical in: Insurance and finance, Real estate, Retail and e-commerce, Telecom and energy
Pick the framework that fits the customer. The wording is an example direction, not a script: say it in your own words.
Show you heard it, then ask an open question before you respond.
“That is sensible, it is a decision for both of you. What do you think your partner will want to know, and would it help if I put it in a way you could easily share?”
Shrink the decision to something low-risk that moves things forward.
“Would it work to talk it through together, with me joining for ten minutes by phone or video? Then both of you hear the same thing and your questions are answered straight away. When would suit you both?”
End politely and leave the door open. A respectful no can still be a good call.
“Please do talk about it. I will send you a short summary you can share. May I call you on a day that suits you, once you have had a chance to talk?” Agree a day and time.
After your response, ask:
What do you think your partner will care most about when you tell them about this?
Avoid: You’re the one who makes the decision at home, aren’t you?
It belittles the relationship and pushes for a decision without the person who will share the consequences. It also costs you the trust of both.
Reading is not the same as saying it. Talk to an AI customer who raises this kind of objection and see in the report which sentence helped.
Practise this objectionIn many households a decision about money is shared, and the customer is right to want to include their partner. Sometimes it is also a way to avoid saying no. Welcome the partner into the process rather than racing to close before they are involved.
Acknowledge, then ask: “That is sensible, it is a decision for both of you. What do you think your partner will want to know, and would it help if I put it in a way you could easily share?” Propose a smaller step: “Would it work to talk it through together, with me joining for ten minutes by phone or video? Then both of you hear the same thing and your questions are answered straight away. When would suit you both?” Exit gracefully: “Please do talk about it. I will send you a short summary you can share. May I call you on a day that suits you, once you have had a chance to talk?” Agree a day and time.
What do you think your partner will care most about when you tell them about this?
Avoid “You’re the one who makes the decision at home, aren’t you?” It belittles the relationship and pushes for a decision without the person who will share the consequences. It also costs you the trust of both.
Educational conversation training. It is not legal or financial advice and it promises no results. Always follow your company’s rules, the terms of the product and a customer’s clear no.