Objection handling
How to answer “Just send me an email”
The customer wants to end the call without being rude, or really prefers to read first.
Why customers say it
An email feels safe and low effort, and many emails are never opened.
Three ways to respond
One approach for each setting. Adapt the words to the customer and to your company’s rules.
- In sales
- Say yes and make it count. “Gladly. So that it is useful, what is the one thing you want to see in it?” Agree when you will follow up.
- In insurance
- Agree, with a condition of relevance. “Of course. So that I send the right thing, may I ask what matters most to you, protection, savings or cost?” Send only what was agreed.
- In a contact centre
- Confirm the address, say what is coming and when. “I will send it today. May I call you on Friday to see if it answered your question?”
A common mistake
“Sure” and then a generic brochure. It joins the unread pile and the customer feels unheard.
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 “Just send me an email” mean?
The customer wants to end the call without being rude, or really prefers to read first.
Why do customers say “Just send me an email”?
An email feels safe and low effort, and many emails are never opened.
How do you answer “Just send me an email”?
In sales: Say yes and make it count. “Gladly. So that it is useful, what is the one thing you want to see in it?” Agree when you will follow up. In insurance: Agree, with a condition of relevance. “Of course. So that I send the right thing, may I ask what matters most to you, protection, savings or cost?” Send only what was agreed. In a contact centre: Confirm the address, say what is coming and when. “I will send it today. May I call you on Friday to see if it answered your question?”
What is a common mistake when a customer says “Just send me an email”?
“Sure” and then a generic brochure. It joins the unread pile and the customer feels unheard.