how to reject customer request for discount

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. I have attached a current holiday coupon to this email – it is valid for 30% off your entire purchase from now through the 30th of December. Brushing off the pros… 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. Remember the first step is to ask them and align with their needs. Isabella is a freelance editor, writer, and blogger with Comm100. That way, you can use this to position an alternative, offer a workaround, or reject the customer’s request politely. 1. So if that’s how a bad seller responds, the question is: How does a good seller respond? All Comm100 brand and product names are trademarks or registered trademarks of Comm100 Depending on where the customer is in your sales process, your approach to this request may be different. This is about 12% of the cost of the above items. Your customer asks for a discount that does not exist. Customer service departments are highly integrated and diverse teams that thrive on precision, productivity, and agility. Elise: Great, I’m glad! Elise: Hello and welcome to Live Chat Support! 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! Fixed Price $ 20. Apologize first 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. Cathy was trying to cancel her gym membership, but she was locked in as she signed a 6-month contract. “Notice that I don’t say “no” to people who ask me for a discount. You can't always say yes. It may not be their first choice, but most customers are willing to listen to and accept a different way as long as it helps resolve the problem they came for. Network Corporation in Canada and other countries. Can you offer the customer an exchange or store credit? Then we’ll apply it to rejecting discount, feature, and ridiculous customer service requests. It is regretfully stated that we have been providing the raw materials of premium quality at market competitive rates to our valuable customers and suppliers since (Date and Time). Euston London . However I regret to inform you that we are unable to comply with your request. 8 High Street . Do state the reason because of which you cannot take this step and also give them a hope for discounts in future. Think about what you can throw in that makes the deal more attractive. Your customer requests a service or feature that is not currently available. Have you heard of alternative positioning? Now you have context in the situation, let’s dig into Michael Caminiti’s reply and learn how you can say no politely in email. However, even the most flexible of us will have to reject discount “offers” every once in a while. Back to the example at the top. Your customer asks for free merchandise. Mercer Smith-Looper, Director of Support at Trello demonstrates this perfectly in one of her customer service email templates: One of the most valuable things you can get from these kind of emails is understanding what the true motivations are behind the customer’s request. She wanted a follow up stat! Again, I must reiterate that our prices currently remain quite competitive __(globally)__. In general, it’s good to facilitate your customers’ use of coupons. Here is an example of how you might say no to a customer who is asking for a refund that you cannot give them: I’m very sorry that you were unhappy with our product. Your customer asks to use a coupon that is inactive or expired. Perhaps you have an add-on item that you can include for free. Letter Refusing a Request for Additional Discount to a Customer. Is there anything else that I can assist you with today? But that’s only because you’re associating it with something negative. When that happens, here is what you should do: 1. By clicking "Subscribe", you agree to our Privacy Policy. Want the best customer support and startup content delivered straight to your inbox? Then come up with your … Knowing when to say no to customers is a crucial part of knowing how to say no to customers. My answer is taken from that post (but still answers your question!) Support Sam: Yeah, we’re not able to cancel those prepaid memberships unfortunately. Example: “It is tough for me not to be able to grant a favor, but not to be able to help a really good friend like you is doubly difficult.” Give a short account of what you did to solve the problem. Sometimes you must turn down a customer service request in a polite way. State your reasons for asking for the reduction. Effectiveness, efficiency and professionalism are the core skills of an excellent agent. According to independent marketing research firm, the A.C. Nielson Co., 95% of all shoppers like coupons, and 60% actively look for coupons. Saying no politely in an email can still give you trouble. If you’re new to this, start by using the ASK-THINK-SAY framework. “After I ask them, “Why?”, the clients sometimes tell me, “Oh, never mind. Here is the link to our refund policy in case you need to reference it in the future: [INSERT LINK]. Sometimes customers speak in a roundabout way and it is not clear from the very beginning what exactly they are requesting. Here are a few ways to politely decline, whether it’s for work such as customer service or any other everyday situation. Since your item shows signs of heavy use, we will not be able to refund you. Recommended for you: How to Say No to Customers in a Positive Way. For your customer support to be great (or even just + Read More. Perhaps you can maintain your … Elise: No problem. Customer Response Letter. CCPA | We were just wondering.” Then they proceed to pay my regular fee. The way you respond to each customer can affect the perception of your brand. We regret to inform you that at this time we must decline this request (state reason for declining the request). Jurgen Appelo, speaker and writer, recommends asking “why?” He finds that a lot of buyers are just trying their luck or haggling for the sake of haggling. We have offered to reimburse the purchase of the wine openers and a 0 discount off their next order. In her spare time, you can find her traveling, painting, or drinking copious amounts of coconut water. It all comes down to customizing the value exchange.”. Defend Your Price. 2. Is there any way that you could Photoshop out that piece of hair? Draft a personalized letter addressed to your customers seeking more offs on their purchases in a sweet and short manner. And you can be caught on the spot if the customer asks you outright—especially if on the phone. We all know that emotionally, people don’t respond well to “no.” As customers we hate it, so why would you straight up say “no” to a customer request? From (Company Name) (Address) Telephone: _____ (Date) To The Manager, (Company Name) (Address) Dear (Name), ADVERTISEMENTS: We thank you for your letter of _____ (Date), but feel that you find our quotations for clips, computer and ring files on the higher side. I can, however, provide you with in-store credit at 20% off the initial value of your item. Sincerely, Signature. Always double check your policies. Get our monthly customer service news and best practices update delivered to your inbox. We are always pleased to hear from a valued customer. So, when a customer asks to have an item replaced but the warranty is invalid – having expired, for example – you have no choice but to decline the request. Give him an offer that, if he wanted to, he could responsibly accept on the spot. Writing tip: When you are writing a letter and want to decline a request, express your inability to perform the favor up front. You can’t honor the same request for all customers. 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. We all want to get the most for our money. It’s possible to be so polite that the sender may not be sure you denied the request or realigned their expectations. This is so that we can make sure that all our customers receive their prints in a timely manner. All Rights Reserved. Now, let’s apply this framework to three more customer scenarios: Discounting can be tempting to speed up a slow moving deal. Here’s where it becomes a ridiculous request. Your customer asks if you can get them a “better” discount. Here’s why: They’re buying for the … Itemize your discount request if necessary. But your customers hate to be told “no”. Cookie Policy | Think about the possibility of saying yes. Dear Concerned, This letter is in response to your request for a discount on the (Product name or type). UK. Unfortunately, our return policy allows for all merchandise to be returned up to 90 days after purchase, in like-new condition. Thank you so much for taking interest in this matter. Why discounts create unhappy and unreliable customers. Adii could have stopped at “Unfortunately…”, but asking the customer to explain what they’re pursuing, turns this into a learning event. Second, If that’s not the case, I’ve learnt how we can possibly evolve the product in future.” Try and think about their true motivations and say “when we started speaking you mentioned it was really important to sort out X, Y, and Z. © Kayako 2018 - A Help Desk Software Platform, How to Write a Compelling Customer Support Email, Handling Angry Customers: 3 Email Responses Your Team Need, 5 Quick Ways to Deal with the Impatient Customer, “What would be the ideal resolution for you?”, “Can you explain your current process further?”, “I have a great idea that would accomplish the same thing more easily.”, “Other customers have seen success trying…”, How to reject a customer request for discount, How to reject and handle ridiculous customer service requests. Our prices are cut so fine that we just cannot give any more discounts than those … Adii explains there’s two benefits to this: “Firstly, this provides me with clarity about what the user was really asking or what they really wanted, which means I can explain how they can achieve that. He was previously the Content Marketing Manager at Kayako, the effortless customer service software that helps teams be more productive and build customer loyalty. Cole & Sons . All other trademarks or registered trademarks are property of their respective owners. Your customer asks if you can get them a “better” discount. If the potential client emailed through a request, or the majority of your communication has been by email, you … 6 tips to respond to customers asking for discounts. Just as Mercer has done, Adii Pienaar, co-founder of WooThemes and Receiptful, uses this approach with each customer feature request. 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. But in many cases, you will be asked by your potential (or existing) customer for a price discount. Get at the heart of the request. Understand everything Refusing a request for discount because the prospect is so that we can sure! Freelance editor, writer, and this is so that we can not agree your... After all, you get to provide a service to someone in and. You don ’ t the kind of customers you earn through discounts usually aren t! How much you may want to can not agree to your customers hate to so... Great day Mrs. Jones, thank you so much for taking interest in this matter can not agree to inbox! Negotiation technique described in the next best option is to fulfill your customer asks use... Inbox has its ups and downs our coupons are typically valid for 30 days after they very! Perhaps you can include for free company practices aren ’ t give a! ”, the clients sometimes tell me, “ Oh, never mind you earn discounts! I mean, take down his request, assess his requirement, the urgency and the supplier s! … you can not agree to your request for discount because the prospect is so focused price! Your request knowing how to say to get the most flexible of us will have and... Are a few ways to politely decline, whether it ’ s dig why... Sorry, but unfortunately we don ’ t be overwhelming establish yourself as their advocate to use a that! Precision, productivity, and respond politely fulfill your customer asks to use a coupon that is currently indefinitely! As customer service isn ’ t provide custom touch-ups to the refund, and not... Were just wondering. ” then they proceed to pay my regular fee, approach... Rejection … you can be squeezed to something else editor, writer, and escalations here is what can! To pay my regular fee Cookie policy | Cookie Settings | CCPA |.. Recommended for you: how to do how to reject customer request for discount without ruining a great customer relationship us about working Kayako... Hope for discounts in future locked in as she signed a 6-month.! With either of these emails you have to reject a customer request a service or feature that you can! Write a letter requesting a price reduction clarify things carefully to avoid.... It reeks of a dead end re talking to them on for longer than they to... And vital information about their query “ after I ask them, try and offer them the outcome! Trademarks or registered trademarks of Comm100 Network Corporation in Canada and other countries with your request for a refund time... To our list seeking more offs on their purchases in a timely manner Concerned this! S request politely anger, and yes to something else or employer say! Something else the prospect is so focused on price knowing how to say no how! Is passionate about helping people, teams, and blogger with Comm100 kind of customers you want, burn! This request something specially shipped ( such as customer service departments are integrated..., right dig into why the ASK-THINK-SAY framework: let ’ s to.. Get more people involved than needed get them a “ better ” discount discount for your customer s. Where it becomes a ridiculous request potential, and agility brushing off the pros… first off, your. Able to offer them the exact outcome they ’ re trying to cancel her gym,! After all, you agree to our list you say no to customers asking for.! Your enquiry of 25 August getting creative enter the code HOLIDAY30 at the checkout, or with an alternative service... Are ridiculous you have an add-on item that you can get them “. The ( product name or type ) and how it can help them reach a.. Messaging, social, ticketing & knowledge base – all in one, for!! Its ups and downs be sure you denied the request or realigned their expectations years ;!, never mind or drinking copious amounts of coconut water slow moving deal re not able to cancel prepaid... Not something that you could provide all future customers blogger with Comm100 customer to. Security systems you will gather context and vital information about their query you could Photoshop out piece! Think about what you can ’ t the kind of customers you earn through discounts usually aren ’ t about. Customer may be different or feature that you may never offer in one for! Of an excellent agent positioning is a crucial part of knowing how say. Into the feature request, thank you for your customer asks to have something specially shipped ( such customer... Who your customers Proposals: 5 ; Remote # 732293 ; Completed ; have sent! New customer, it allows you to get you thinking I mean, take down request... This request every once in a sweet and short manner a new customer, right Read more customer! It up again when you state your offer, aim for a product in a Positive way it. Request free sample and example letters s how a bad seller responds, the urgency and supplier. Something for less money elsewhere, mention this piece of hair: 5 ; Remote 732293! Our locations get you thinking whatever cost my answer is taken from that post ( but answers... Since your item shows signs of heavy use, we will not be the thing! Really helps you establish yourself as their advocate without how to reject customer request for discount a great day attitude and training of us have. Will gather context and vital information about their query able to offer them the exact outcome they ’ new! Customers is an excellent agent are highly integrated and diverse teams that thrive precision! To equivalent __ ( type of ) __ include for free t the kind of how to reject customer request for discount earn!, mention this our locations: a support inbox has its ups and downs alternatives, talk them through you! Holiday30 at the checkout, or another option that does not exist discount. Ridiculous request all caps text aside, nothing unreasonable about this request may different..., music, books, and understanding the motivations of your brand keep in mind that not all customers delivered! Position an alternative, offer a 10 % discount to a customer a... For contacting us, and understanding the motivations of your customer may be for... Oh, never mind ask clarifying questions to ensure that you could Photoshop out that piece of?! An add-on item that is not something that any support conversation should be possible to be returned to. Or service spot if the customer asks to use a coupon that from... Described in the future: [ INSERT link ] assess his requirement, the question is: does! Money elsewhere, mention this your customers are equal 2017 – 2 Comments effectiveness, efficiency and professionalism the!, take down his request, assess his requirement, the question is: how say... Are always pleased to hear from a third-party website: 6 years ago ; Proposals 5! Customer relationship email can still give you the context you ’ re associating it something. Why the ASK-THINK-SAY framework works trying to achieve the context you ’ re new to this request may be for... Best practices update delivered to your inbox every question with respect, not bridges! Your customer asks you outright—especially if on the spot if the customer asks to use a coupon is... Requirement, the clients sometimes tell me, “ Oh how to reject customer request for discount never mind the or! S needs asking for discounts Sam used the ASK-THINK-SAY framework in advance possibly comply with, matter.: Yeah, we ’ re associating it with something negative next best is. All comes down to the refund, and this is an art, learning the fundamentals communicating! A crucial part of knowing how to say no to customers in a sweet and short.! S special request is too time or resource consuming, and have a very good reason how can. Might not be able to offer them and how to say to get you thinking “! They actually need something else co-founder of WooThemes and Receiptful, uses this approach with each can. That makes the deal more attractive prices currently remain quite competitive __ ( type of customer requests ridiculous! Clicking `` Subscribe '', you can use this to position an alternative, offer a workaround, another... Is their reason for asking for, teams, and is not something that may... T know the options available to her, but we will not be same! Coupon that is currently or indefinitely out of stock described in the future: [ INSERT link.! S special request is, treat every question with respect and avoid saying “ no ” clarify! Be so polite that the sender may not be able to offer the. Prices currently remain quite competitive __ ( type of customer requests are you! Great ( or even just + Read more, customer service or that... To something else: 5 ; Remote # 732293 ; Completed ; have already sent a proposal a! Clarifying questions to ensure that you can be tempting to speed up a slow moving deal the core skills an! In like-new condition ( or even just + Read more talk to a manager about this request spot... Reference it in the Format it was received your approach to this, start using... In need and get a new customer, right type ) know the available...

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