Objection handling
How to answer “I will just save the money or buy an ETF”
The customer prefers a do-it-yourself approach to long-term money.
Why customers say it
They have read about low-cost funds and want control, and insurance seems like an extra layer.
Three ways to respond
One approach for each setting. Adapt the words to the customer and to your company’s rules.
- In sales
- Respect the option and compare honestly. “That is a legitimate route. What is the goal of the money, and what would you do if you needed it early?”
- In insurance
- Do not attack the alternative. “Saving and investing can sit alongside protection. Shall we look at which goal each one serves for you?” Be clear about what a product does and does not do.
- In a contact centre
- Acknowledge and keep it simple. “Understood. If the goal is a safety cushion, is it clear what happens if you cannot work for a while?”
A common mistake
“ETFs are risky, this is safer.” Overstating one option and implying a guarantee.
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 “I will just save the money or buy an ETF” mean?
The customer prefers a do-it-yourself approach to long-term money.
Why do customers say “I will just save the money or buy an ETF”?
They have read about low-cost funds and want control, and insurance seems like an extra layer.
How do you answer “I will just save the money or buy an ETF”?
In sales: Respect the option and compare honestly. “That is a legitimate route. What is the goal of the money, and what would you do if you needed it early?” In insurance: Do not attack the alternative. “Saving and investing can sit alongside protection. Shall we look at which goal each one serves for you?” Be clear about what a product does and does not do. In a contact centre: Acknowledge and keep it simple. “Understood. If the goal is a safety cushion, is it clear what happens if you cannot work for a while?”
What is a common mistake when a customer says “I will just save the money or buy an ETF”?
“ETFs are risky, this is safer.” Overstating one option and implying a guarantee.