If you're selling hot tubs right now, you're probably hearing one phrase more than you'd like:
“We really like it, but I think we're going to wait.”
In a tougher economy, that doesn't necessarily mean the customer isn't interested. They walked into your showroom, looked at spas, asked questions and probably spent quite a bit of time with your salesperson. Something brought them in. The problem is that uncertainty makes it easy to postpone a large purchase.
For retailers, the goal shouldn't be to pressure them into buying. Your job is to figure out what “wait” actually means.
Start With One More Question
When someone says they're going to wait, don't immediately respond with a discount.
Instead, try:
“Absolutely. Before you go, can I ask what's making you want to wait? Is it mostly the price, the timing, or are you still deciding which spa is right for you?”
Now you have something you can work with. If it's price, that's one conversation. If they're worried about installation, that's another. If they're comparing you with another dealer, that's completely different.
You can't overcome an objection until you know what the objection actually is.
Don't Automatically Lower the Price
This is where retailers can give away margin unnecessarily.
If the customer hesitates and you immediately knock another $500 off the spa, you've taught them that waiting gets them a better deal.
Try adding value before reducing price.
For example:
“Rather than changing the spa price, what if we put together everything you need so you're completely backyard-ready when it's delivered?”
Now you're talking about the entire ownership experience: delivery, setup, water care, cover lifter and a quality PowerStep® spa step.
The conversation has changed from “Can I make this cheaper?” to “Can I make this purchase more complete?”
Make the Finished Backyard Easy to Picture
Sometimes customers hesitate because they're staring at a large box in a showroom and trying to imagine what ownership actually looks like.
Help them.
That's why your displays should have water running, covers installed, accessories nearby and a PowerStep positioned in front of the spa. Ask the customer to actually walk up the steps. Let them experience how they would enter the spa. Suddenly, they're not evaluating another accessory. They're imagining themselves using their new hot tub.
That emotional transition can be incredibly important.
Give Them a Real Reason to Buy Now
Urgency works when it's legitimate. Maybe you have a spa available for immediate delivery. Perhaps an existing promotion is ending. Maybe you still have inventory at previous pricing. Tell them.
Try:
“You certainly don't have to decide today. I just want you to know that I have this one available now at the current price. If you're thinking about doing this in the next couple of months anyway, that's worth considering.”
That's very different from manufactured pressure.You're giving customers information that helps them make a decision.
And Sometimes, Let Them Wait
Not everyone is going to buy today. That's okay. Get permission to follow up and put a specific date on it. Don't write “follow up sometime” in the CRM. Write “Call Thursday at 2 PM.”
Then call. The customer who says, “We're going to wait,” isn't necessarily a lost customer.In today's market, they may simply need another reason to feel comfortable saying yes.
Find out what's really holding them back, protect your margin, sell the complete backyard experience—and keep the conversation going.