Objection handling
How to answer “My family will help if something happens”
The customer relies on relatives as the safety net.
Why customers say it
Family support is a real and warm answer, and it feels disloyal to plan otherwise.
Three ways to respond
One approach for each setting. Adapt the words to the customer and to your company’s rules.
- In sales
- Respect it. “That is a good thing to have. Would your family be able to help in every situation, and would you want to ask them to?”
- In insurance
- Do not question the family. “It is a lot to rely on. Some people prefer to take that weight off their loved ones. Shall we see what that could look like?”
- In a contact centre
- Acknowledge and keep it light. “That is good. Would it help to know what the options are, so your family does not carry it alone?”
A common mistake
“Your family will not be able to afford it.” A hard line that sounds like a threat.
Educational conversation training. It is not legal or financial advice and it promises no results. Always follow your company’s rules and the terms of the product.
Practise it out loud
Talk to an AI customer who raises this objection and read in the report which sentence helped.
Questions about this objection
What does “My family will help if something happens” mean?
The customer relies on relatives as the safety net.
Why do customers say “My family will help if something happens”?
Family support is a real and warm answer, and it feels disloyal to plan otherwise.
How do you answer “My family will help if something happens”?
In sales: Respect it. “That is a good thing to have. Would your family be able to help in every situation, and would you want to ask them to?” In insurance: Do not question the family. “It is a lot to rely on. Some people prefer to take that weight off their loved ones. Shall we see what that could look like?” In a contact centre: Acknowledge and keep it light. “That is good. Would it help to know what the options are, so your family does not carry it alone?”
What is a common mistake when a customer says “My family will help if something happens”?
“Your family will not be able to afford it.” A hard line that sounds like a threat.