Our prices are cut so fine that we just cannot give any more discounts than those … You can’t honor the same request for all customers. Instead, … Your customer asks for free merchandise. Here is an example of how you might respond to a customer when you need to say no to a discount: Thank you for contacting us! According to independent marketing research firm, the A.C. Nielson Co., 95% of all shoppers like coupons, and 60% actively look for coupons. Can you say no to the refund, and yes to something else? The priority of any support conversation should be to deliver satisfaction to your customers. The first thing for you to remember when handling discount requests is that if the client is … Customer Cathy: Wow. Think about the possibility of saying yes. I regret to say that we cannot agree to your request for technical information regarding our software security systems. Knowing when to say no to customers is a crucial part of knowing how to say no to customers. Your customer asks if you can get them a “better” discount. She wanted a follow up stat! Here are a few ways to politely decline, whether it’s for work such as customer service or any other everyday situation. Sub: Request for Discount. When your customers ask for a discount that you just can’t give them, try and offer them the next best thing. You can just pick it up again when you like. By keeping your “no” as positive and as helpful as you can, you will renew customer confidence, and keep them coming back. Be sure to give her a clear explanation for why she isn't covered by the warranty and why you must abide by the warranty date. 0. Description. Find this article helpful? Name. For example, if the discount offered for a product exceeds the maximum discount allowed for that product by more than 50%, and you do not want to approve the discount offered, you can reject the approval request. Effectiveness, efficiency and professionalism are the core skills of an excellent agent. Your customer asks for an item that is currently or indefinitely out of stock. Even so, you can’t always comply with the discount that your customer is asking for. Our coupons are typically valid for 30 days after they are issued. Adii. The fact is, that most of our competitors … By asking, aligning, and understanding the motivations of your customer, it allows you to get deeper insight into the feature request. We pointed her to our careers page, and she followed up 4 hours later telling us she’d applied for one of our open support positions and wanted to find out the next steps in the application process. I received your letter requesting for more discount for your purchases. And that means … If the price of your product or service largely depends on the individual prospect’s needs, goals, and situation, it’s too early to discuss discounts. Can you offer the customer an exchange or store credit? You can't always say yes. In addition, their experience is that when they request a discount, the majority of their professional suppliers will start to cave-in, offering a reduction up front. I wanted to order some photos of my son’s graduation from your company, but I don’t like the way that some of his hair is sticking out from under his cap. Sometimes you must turn down a customer service request in a polite way. Customizable live chat with unlimited agents and chats – plus email, social media, SMS & knowledge base – all for free, forever! So if that’s how a bad seller responds, the question is: How does a good seller respond? Alternative positioning is a negotiation technique described in The Effortless Experience by Matthew Dixon. If you’re new to this, start by using the ASK-THINK-SAY framework. Always double check your policies. Adam Rogers is a Kayako alumn. On the other, constantly making exceptions to rules that are intended to protect your business can have unintended consequences, and might do more harm than good. Personal and professional letter samples … My name is Elise. Is there anything else that I can assist you with today? This is about 12% of the cost of the above items. Declining a customer request shouldn’t be overwhelming. Sample email declining a job offer over the phone declining a job offer in writing declining a job offer in person sample letter declining job offer community qa references its important to be graceful and courteous when you decline a job offer. We regret to inform you that at this time we must decline this request (state reason for declining the request). Get our monthly customer service news and best practices update delivered to your inbox. Cathy doesn’t know the options available to her, but Sam does. Second, If that’s not the case, I’ve learnt how we can possibly evolve the product in future.” Your customer asks to use a coupon that is inactive or expired. But if your past response to discount requests has been to fire back a firm “no” or simply offer a price break, there’s definitely a better way, says Robert Sobel, a customer loyalty expert and co-author of the book “Power Questions” (Willey, 2012). First, establish a rapport and find out what they’re trying to achieve. Back to the example at the top. Your customer asks if you can get them a “better” discount. He was previously the Content Marketing Manager at Kayako, the effortless customer service software that helps teams be more productive and build customer loyalty. Is that still the case?”, And if they come back to budget again, keep this script in your locker “If budget is of most concern, then potentially this might not be the right solution for you at this time.”. Cookie Policy | Conversely, if this request … Gather a couple alternative solutions while you’re talking to them. Live chat, email, messaging, social, ticketing & knowledge base – all in one, for free! I have no objections to that at all. 2. Please let me know if you would like me to add your information to our list. Your customer request a service or feature that you may never offer. Defend Your Price. Your customer asks to use a coupon that is inactive or expired. First off, hear your customer out. 5 Key Customer Profiles Every Company Should Treat Like VIPs, How to Use an Email Ticketing System to Boost Your Support Team’s Productivity, How AI and CRM are Changing the Future & Face of Customer Service, The 9 Best Email Support Ticketing Systems 2020 – Reviews & Comparison. Posted: 6 years ago; Proposals : 5 ; Remote #732293; Completed; have already sent a proposal. Thanks for subscribing to Kayako content! Is there any way that you could Photoshop out that piece of hair? It’s not her first choice, but at least this way she’s getting what she wants at a fraction of the cost and future hassle. Instead I am responding to a request of “what can I say when someone wants a discount?” Each of you will need to personalize your answers to be comfortable. I merely ask them “Why?” because it’s quite possible that they have a very good reason! We may again … All Rights Reserved. Free sample and example letters. Your customer asks to use a coupon that is from a third-party website. Think about what you can throw in that makes the deal more attractive. Manager . What I can do is put your account on hold for $5 a month and then you don’t need to cancel and re-register your membership. She is passionate about helping people, teams, and organizations grow into their full potential, and excel in their service. Then you’re most likely left with two options: A support inbox has its ups and downs. Kind of letter: Sales Num. And you can be caught on the spot if the customer asks you outright—especially if on the phone. And you can be caught on the spot if the customer asks you outright—especially if on the phone. Do state the reason because of which you cannot take this step and also give them a hope for discounts in future. So,I will request you to understand our company policy of giving discounts and not make this matter a serious issue.I want you to regularly visit our store and buy our products which u like.We have a variety of products from which you can choose and you should understand that if we give a high discount to one customer all will demand a high discount,which will create a problem for … Knowing that Cathy is going away temporarily helps Sam find her an acceptable option. This is so that we can make sure that all our customers receive their prints in a timely manner. 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