This One Objection You Can't Answer

11 Aug 2020 5:23 AM | Steve DeLay (Administrator)

There is no magic phrase your salespeople can say to change your fans’ minds if they think this

I couldn’t change his mind. 

Nor did I really want to.

I had just come back from a trip to Las Vegas (and a four hour plane flight) and was talking to a friend about the safety of flying on an airline during the coronavirus.  He swore he wasn’t getting on a plane until there was a vaccine.

I explained:

  • Passengers are asked many questions before even getting a boarding pass.  Could they lie about their health - sure but I think it’s safe to say that the population in general recognizes the magnitude of the coronavirus problem and would answer questions truthfully.
  • The airplanes are sprayed with sanitizer after every single flight.
  • Every passenger wears a mask the entire flight, no matter how uncomfortable.
  • There was no drink service - just the attendants, while wearing gloves and masks, handing out bags that had pretzels and a small water bottle.

As far as I could tell, in multiple Google searches, there has been no known outbreak or cases related to anyone flying on a plane.

He wasn’t convinced.  “Nope.  I’ll drive wherever I want to go.  If I can’t drive, I ain’t going.”

No problem,” I said.  Better he feel safe then put himself in what he felt was an uncomfortable situation.


It’s the same for fans concerned about coming to your games.  You can tell them over and over what you’ve done to make your games safe.  You can have the CDC bless your games.  You can have everyone walking around in a plastic bubble.  But, if they don’t believe it, there is no magic words or rebuttal that will change their minds.

So, don’t worry about convincing them to come to your games.

At The Ultimate Toolkit, we’ve recently launched two new online programs for teams to help sell tickets.  Our online training for group sales and B2B ticket sales are a tremendous resource for teams who don’t want to bring all of their salespeople together in a crowded conference room for two days with on-site sales training.  You can see them at

Ironically, team execs keep asking me the same wrong question.  “Do they help my salespeople convince fans to come to games during coronavirus?”  I answer unequivocally, “No.”  There is no magic bullet or secret phrase that convinces fans that your games are safe.  The fan is either in or they are out.

I keep telling those execs they are asking the wrong question.  The question should be:

“Do your online sales training programs help my salespeople learn what’s necessary to succeed selling tickets during coronavirus?”

The answer to that question is unequivocally, “Yes.”

Your salespeople, whether you’ve hired them brand-new in the last few weeks or brought them back after months of furlough or layoffs, need these techniques and refreshers to succeed moving forward. 

Don’t get bogged down in worrying about how to sell tickets to people who are concerned about safety in the coronavirus world.  You just can’t change their minds.  Get your salespeople focused on how to sell tickets to people who are interested in coming to your games in the coronavirus world.

If I can help with a demo or answer questions, please give me a call at 702-493-2661 or email me at

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