I want a second opinion first: HVAC sales answers
The short answer
Welcome it. A rep who objects to a second opinion looks like one with something to hide. Tell the buyer what the other company should check, give them a written findings sheet, and set a time to call back after they have it. Make your diagnosis easy to compare, and let it speak for you.
Take this call against an AI buyerWhy buyers say it
A heating or cooling failure can mean a big spend, and the buyer has no way to check the diagnosis. A second opinion is the only tool they have. It also means they half believe you and want a reason to believe you fully.
How reps lose the deal on it
- They say "you can, but the price may change." That is a threat, and the buyer hears it.
- They offer a discount for deciding now. The buyer wonders if the diagnosis was real or just a sales opener.
- They let the buyer go with no findings in writing. The other company can say anything, and the buyer cannot compare.
Stronger lines to say
- “Please do. You’re spending real money. Here’s what I found, in writing, with photos, so the next company can look at the same thing.”
- “When the other tech comes, ask for the model number, what failed and what the fix costs. If the answers match mine, you’ll know both of us are straight.”
- “Can I call you Thursday, after you have both quotes? I’ll go through them with you, even if you pick the other company.”
Questions reps ask about it
Should I offer to match whatever the second company quotes?
No. A blind match tells the buyer your first price was padded, and the other quote may cover different equipment or a smaller job. Say you will look at the second opinion with them and explain any difference in scope. Hold your price unless the work changes.
How do I respond when the second opinion disagrees with mine?
Ask to see it. Differences often come from scope, not honesty. Go through the findings side by side, admit anything you missed, and stand by what you can show. Do not attack the other company.
What should a findings sheet include?
The unit's make, model and age, what failed, the fix you recommend and its cost, any other options, and photos. Add the warranty terms. Keep it to one page the buyer can hand to the next company without needing you to explain it.
Related objections
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