Objection Handling / Location Objections
Location Objections
Distance Is Real. Virtual Removes It.
Consistent, compliant, repeatable
A caller likes what they’re hearing but mentions the drive, and that hesitation is completely legitimate, not a stall tactic. Distance is real, and it’s also the objection on this list with the easiest fix: a virtual consultation that removes the barrier entirely. This guide covers exactly when to offer it, how to describe it so it sounds like a real option and not a downgrade, and how to answer distance questions without sounding uncertain yourself. Offer the virtual option before the caller has to ask for it.
Why This Objection Happens
Distance objections respond well once virtual is on the table, but only if staff offers it before the caller has to ask for it by name. Know your own service radius and typical drive times so you’re never guessing on the phone.
Sample Scripts
Caller: “That’s kind of far from me, is there anything closer?”
Staff: “I hear that a lot. If the drive’s a stretch, we also do a full virtual consultation, same doctor, same evaluation, just from your phone or computer. Would that work better for you?”
Caller: “How far is that from [Area]?”
Staff: “That’s about [X] from you. Either way works, want me to go ahead and set up a virtual visit so distance isn’t a factor at all?”
Lead with virtual the moment distance comes up. Waiting for the caller to ask “do you do virtual?” by name is where this objection is lost.
A caller says the practice is nearly two hours from them. What’s the strongest response?
“I’m not sure how far that is, let me get your address so you can look it up.”
“That’s about [X] away. We also offer a full virtual consultation if that’s easier, want to set that up instead?”
“Unfortunately that’s outside our service area.”
Say nothing and wait for them to bring up virtual first.
Correct answer highlighted — B
Speaking of handling things well
Know a practice fumbling the same objections you just aced?
Refer them in and earn when they come on board.