Customer Experience News & Trends

3 questions you need to ask a customer who demands a discount

Here’s why it’s a good sign when a customer wants a discount – and three important questions you need to ask him.

When a customer asks for the price to be cut, it’s a strong sign he’s going to buy. It’s also a sign for agents to ask questions, says client loyalty expert Andrew Sobel, who wrote Power Questions: Build Relationships, Win New Business and Influence Others.

If agents say “no” immediately, customers will likely end the conversation. If agents ask a few more questions, they can probably meet customers’ needs. Try these:

  1. “I can respond to that request more effectively if I understand what’s behind it. Can you tell me something about why you need a discount or feel our price is too high?”
  2. “I should be able to reduce the price if we increase the sale quantity or you could agree to a long-term contract. Would you like me to work on this option?”
  3. “When can we have this ready for you?” This should confirm a new agreement has been set.

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