"Can you just send me some information?"

It sounds like a reasonable request. And it is — customers who want information are doing exactly what any smart buyer should do. But when a BDC rep uses this request as a reason to end the appointment-setting conversation and drop an email into the customer's inbox, they have likely lost the appointment.

The key insight is that "send me information" almost always means "I'm not ready to commit to coming in yet, but I'm still interested."

Why Reps Give Up Too Easily on This Objection

Most reps comply immediately with the "send me information" request because:

1. It seems like a reasonable ask and they do not want to seem pushy
2. They have not been trained on what to say after complying
3. They are relieved to have a non-confrontational way to end the call

None of these are good reasons to abandon an appointment opportunity. Complying with the request and sending information is not wrong — what is wrong is treating the information request as the end of the conversation.

The Framework: Agree, Engage, Ask

Step 1: Agree to Send Information

Do not resist the request. The customer asked for something — agree to provide it.

"Absolutely, I'll get that information over to you right away."

This agreement immediately reduces the customer's defensiveness. They got what they asked for.

Step 2: Engage to Personalize the Information

Before ending the call to send a generic email, ask one question that makes the information request feel personalized.

"Before I do — what's the most important thing for you to see in that email? I want to make sure what I send is actually useful to you and not just a bunch of stuff you don't need."

This question does several things:

• It extends the conversation naturally
• It signals that you are not going to send a generic blast
• It gives you qualifying information that helps you understand what the customer actually needs
• It gives the customer a reason to engage with the email when it arrives

Step 3: Use the Answer to Make the Appointment Ask

Whatever they tell you ("I want to see the payment options," "I want to see what colors you have," "I want to know if you have any with lower mileage") gives you a bridge back to the appointment.

"I can definitely put that together for you — the only thing is, [vehicle/payment/options] can change pretty quickly and I'd hate to send you something that's already out of date. Would it make sense to just come in and see exactly what's on the lot right now? That way you're seeing real-time information, not something we put together this morning. Tuesday or Wednesday — which works better?"

This response honors the information request while making a case that in-person information is more valuable and accurate than an emailed summary.

When to Just Send the Information

There are cases where the right answer is to send the information and focus on the follow-up rather than pushing for the appointment on this call.

Send without the extended appointment push when:

• The customer has said twice that they want information first
• The customer has indicated they are clearly early in their timeline (3+ months out)
• The customer seems genuinely rushed or irritated by the conversation

In these cases, send tailored, high-quality information and build the follow-up call around what you sent. "I sent that information over yesterday — did you get a chance to look at it? Which part was most useful?"

What to Send When You Do Send

If you are going to send information, make it something the customer will actually find valuable. Generic BDC emails do not get read. Personalized emails that reference the specific vehicle and address the specific question the customer asked do.

At minimum:

• Their name and the specific vehicle they asked about
• The one piece of information they said they wanted to see
• A specific CTA and your direct contact information

Not:

• A template email with nothing personalized
• A PDF brochure that the customer can get on the manufacturer's website
• A form response that does not reference anything from the conversation

If you send something generic after a customer told you exactly what they wanted to see, you have failed the follow-up.

The Follow-Up After the Send

Train reps that sending information is not the end — it is step one of the follow-up.

Within 30-60 minutes of sending: text the customer: "Hey [Name] — just sent that info over. Did it land okay? I wanted to flag [specific piece of relevant information] in there — let me know if you have questions."

Next call (day 2 or 3): "I wanted to follow up on the information I sent — did you have a chance to look at it? Was [the specific thing they asked for] helpful?"

The follow-up call anchors the conversation to the email and gives you a reason to make the appointment ask again with new context.

Roleplay Practice for This Objection

Build a specific roleplay scenario where:

• The customer asks for information in the opening
• The rep agrees, asks the personalization question
• The customer provides a specific piece of information they want
• The rep uses that information to make the appointment ask
• The customer gives a second redirect ("no, just send it")
• The rep agrees, asks one more qualifying question, and closes with a specific follow-up commitment

This complete scenario, practiced five to ten times, gives reps an automatic response to every variation of the information request they will encounter.

DealSpeak includes "send me information" scenarios in its BDC objection handling library, so reps can practice the full sequence including the personalization question and the post-send follow-up.

Frequently Asked Questions

What if the customer truly just wants information and gets annoyed by the appointment push? Read the room. Two pushbacks is your limit. After two well-handled redirects, agree to send the information, make it excellent, and build the follow-up around it. Reps who push three or four times after clear resistance create resentment.

Does sending information actually work, or is it just a dead end? With personalized, relevant information and a structured follow-up, information requests convert at lower rates than direct appointments — but they are far from dead ends. An estimated 15-20% of "send me information" requests convert to appointments within the follow-up cadence.

Should the information be sent before or after the call ends? During or immediately after — within five minutes. A customer who was told information was coming and does not receive it for three hours has already moved on. Speed of follow-through matters here almost as much as it does for the initial lead response.

Information Requests Are Opportunities in Disguise

A customer who asks you to send information has not said no. They have said "I need more before I can say yes." That is a very different thing.

Train reps to hear it correctly — as an engaged request, not a dismissal — and respond accordingly. The appointment is still possible. The path through it requires one more step.

See how DealSpeak builds BDC objection handling skills for the full range of objections your reps face every shift.