Handling Questions & Concerns
Not every family will be ready to say yes right away. This page helps you understand the questions and concerns behind their response, know what to ask next, and continue the conversation naturally without pressure or trying to “overcome” an objection.
Don't overcome the concern. Understand it.
THE APPROACH: HEAR → CLARIFY → UNDERSTAND → RESPOND → ASK
HEAR
CLARIFY
UNDERSTAND
RESPOND
ASK
Listen fully without planning your response. Let them finish their thought.
Make sure that you understand what they're really saying.
Get to what's behind their question or concern.
Answer what they actually meant, not what you assumed they meant.
Find out whether you answered their question or addressed their concern.
Remember the Claim My Legacy Guardrails
No fear. No diagnosing documents. No pressure. Just honest answers and appropriate next steps.
WHAT DID THE FAMILY SAY?
Click the question that matches what you heard. We'll help you think through what to do next.
HOW I WOULD SAY IT
Use these ideas to keep the conversation open, understand what's behind the concern,
and help the family feel comfortable sharing more.
- Stay calm and curious.
- Acknowledge what they said.
- Ask a simple question.
- Then listen.
You might simply say:
"Of course. What part would you like to think through?"
"Tell me a little more about that."
"What most concerns you about that?"
"What would help you feel comfortable moving forward?"
WHERE SHOULD I GO NEXT?
Choose the situation that best matches what you're dealing with. You'll find the coaching and approved resources you need on that page.
These approved resources go deeper on specific scenarios, questions, concerns, and follow-up.
- Presenting the Recommendation™
For presenting value, investment and asking for the decision. - Follow-Up & Next Steps
For “I need to think,” another decision-maker, not ready yet and follow-up. - Questions & Discovery
For understanding what's really behind what the family is telling you.
(Click the resource that best matches what you're dealing with. Use the current version in the Resource Center rather than a previously saved copy.)
You're not here to win an argument. You're here to serve the family.
When you understand their concern, you can help them make a decision they feel comfortable with.