how to reject customer request for discount

The priority of any support conversation should be to deliver satisfaction to your customers. You might feel like you’re on the spot as this is one of the questions that creates a feeling of dread among salespeople. My name is Elise. Get Free How To Reject Customer Request For Discount now and use How To Reject Customer Request For Discount immediately to get % off or $ off or free shipping 95% of all shoppers like coupons, and 60% actively look for coupons, How to Say No to Customers in a Positive Way, How to Handle a Large Volume of Live Chats, AI Chatbots in the Contact Center – Help in a Crisis. Kind of letter: Sales Num. You need to speak to the client with respect, not defensively. 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. In line with number 1 (or in addition, perhaps) you can also deny the discount request but instead increase the value of the deal. In the second paragraph of your warranty claim rejection … 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. Please let me know how you would like to proceed. The first thing for you to remember when handling discount requests is that if the client is … Fixed Price $ 20. Connect in real time using text, audio, video, co-browsing, file transfer, auto-translation, and more, Complete digital engagement through Live Chat, Ticketing, Messaging, and Knowledge Base, Expanded scale, efficiency, and productivity with customer- and agent-facing bots. Is there any way that you could Photoshop out that piece of hair? © 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. Giving discounts can be tempting. Ends in (days) 2086. Live chat, email, messaging, social, ticketing & knowledge base – all in one, for free! Remember, discounting is completely down to the business or employer. When your customers ask for a discount that you just can’t give them, try and offer them the next best thing. Always double check your policies. But your customers hate to be told “no”. ), THINK: “What workarounds can we try since I can’t cancel her prepaid membership?”, SAY: “Hmm, well it looks like you’re on a 6-month fixed contract. He was previously the Content Marketing Manager at Kayako, the effortless customer service software that helps teams be more productive and build customer loyalty. This is about 12% of the cost of the above items. First, don’t panic. Brushing off the pros… That way you can edit the image in any way that you would like, and you are free to print it as many times as you want. Jurgen explains: “Sometimes, clients just love haggling, assuming there are always margins that can be squeezed. Saying no politely in an email can still give you trouble. Copyright © 2021 Comm100 Network Corporation. Your customer asks to use a coupon that is inactive or expired. Cole & Sons . State your reasons for asking for the reduction. Your customer asks to use a coupon that is from a third-party website. 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. Your customer’s special request is too time or resource consuming, and is not something that you could provide all future customers. Find this article helpful? Effectiveness, efficiency and professionalism are the core skills of an excellent agent. By asking, aligning, and understanding the motivations of your customer, it allows you to get deeper insight into the feature request. She is passionate about helping people, teams, and organizations grow into their full potential, and excel in their service. 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. The fact is, that most of our competitors … With countless emails, queries, calls, messages, and + Read More, There is a lot of curiosity surrounding the latest technological advancements, and Artificial Intelligence (AI) and Customer Relationship Management (CRM) are no different. The first is to add value. Your customer requests a service or feature that is not currently available. It might not be the same thing, but that’s why you’re getting creative. By using your decision to inform how your company handles similar situations in the future, you will create consistency in your customer service, and will help keep customers from feeling like your company practices are unfair. Add or Remove Value to Justify a Discount. While great communication with your customers is an art, learning the fundamentals of communicating clearly is something that any support rep can learn. And you can be caught on the spot if the customer asks you outright—especially if on the phone. When you state your offer, aim for a number that respects both your costs of doing business and the supplier’s. Perhaps you can maintain your … I have no objections to that at all. 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. If you’re new to this, start by using the ASK-THINK-SAY framework. Sure, that’s part of it. In her spare time, you can find her traveling, painting, or drinking copious amounts of coconut water. Draft a personalized letter addressed to your customers seeking more offs on their purchases in a sweet and short manner. We all want to get the most for our money. However, this amount is far … We offer a 10% discount to our customers if they pay for a year in advance. A customer might complain against a certain service or product and might raise a query, which is why is … I received your letter requesting for more discount for your purchases. Businesses must have strict warranty rules to be fair to all customers. Back to the example at the top. Again, I must reiterate that our prices currently remain quite competitive __(globally)__. We were just wondering.” Then they proceed to pay my regular fee. Manager . All Rights Reserved. Your customer request a service or feature that you may never offer. “After I ask them, “Why?”, the clients sometimes tell me, “Oh, never mind. Think about the possibility of saying yes. So, in response to your request to reduce the __(type of product/service)__ price, __(we regret to advise you that we are unable to accommodate you in this way / the best we can offer is a small discount of __% /etc.)__. Cookie Policy | How can I help you today? I merely ask them “Why?” because it’s quite possible that they have a very good reason! Thank you for contacting us, and have a great day! You will gather context and vital information about their query. Here are some scenarios that will help you create guidelines for your business on when it is appropriate, or even to your advantage, to tell customers no. However, even the most flexible of us will have to reject discount “offers” every once in a while. Depending on where the customer is in your sales process, your approach to this request may be different. 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. It’s negative and it reeks of a dead end. Then you’re most likely left with two options: A support inbox has its ups and downs. 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! But keep in mind that not all customers are equal. Doing this really helps you establish yourself as their advocate. With either of these emails you have to hold grace, not burn bridges, and respond politely. But let’s start more broadly with a scenario we can all understand before we dig into rejecting discount, feature, and downright ridiculous customer service requests. Instead of saying “No”, we: ASK: “Why are you looking to cancel your gym membership today?” (After poking around for awhile, she says she’s going out of town for two months and that she doesn’t want to pay for the gym while she’s away. Or you may not able to offer them the exact outcome they’re asking for. Here are a couple ideas of things to say to get you thinking. As much as you love your customers and their suggestions, you know it’s not possible to work and build all of their feature requests. Elise: Great, I’m glad! Elise: No problem. Conversely, if this request … Dixon defines alternative positioning as, “A strategy designed to explore additional options with a customer—in many cases before the customer even knows they are not going to be able to get their first choice.”. Site Map | 0. “Notice that I don’t say “no” to people who ask me for a discount. Here is the link to our refund policy in case you need to reference it in the future: [INSERT LINK]. Your customer asks if you can get them a “better” discount. Network Corporation in Canada and other countries. If you are ever unsure of whether a coupon is valid, you can check the dates of validity, which are printed on the bottom. + Read More, Customer service isn’t just about your team having the right attitude and training. When deciding whether to say no to a refund, follow these three practical steps: If you know that you need say no to a customer after following these steps, practice being empathetic but resolute in your response. 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. However, it could look different if Support Sam used the ASK-THINK-SAY framework: Let’s dig into why the ASK-THINK-SAY framework works. 2. Having a sound refund policy helps keep employees and customers on the same page, and can provide your company protection against theft and loss. Your customer asks if you can get them a “better” discount. Customer service departments are highly integrated and diverse teams that thrive on precision, productivity, and agility. How Can Small Businesses Weather the COVID-19 Storm? Customer Response Letter. So when Cathy tries to cancel her gym membership, we can all relate to this frustrating scenario: Customer Cathy: Hey there, I need to cancel my gym membership starting next month. Elise: I’m sorry, Marcos, but unfortunately we don’t provide custom touch-ups to the photos that we offer. If you explain how your policies benefit your customer and not just your business, then your customer will be more receptive and understanding of your reasons for telling them no. Do state the reason because of which you cannot take this step and also give them a hope for discounts in future. Without knowing the final value of the deal, you can’t determine a rate that will both satisfy them and keep you in business. Armed with these alternatives, talk them through what you can offer them and how it can help them reach a resolution. I’ve answered this in a blog post which details the psychology and fundamentals of rejecting customer requests. 6 tips to respond to customers asking for discounts. 0. Dear Concerned, This letter is in response to your request for a discount on the (Product name or type). Sometimes you must turn down a customer service request in a polite way. Knowing when to say no to customers is a crucial part of knowing how to say no to customers. Gather a couple alternative solutions while you’re talking to them. Your request was actually discussed at our board meeting yesterday and it was agreed that it is not time to give any additional discount to anyone. Your customer asks for free merchandise. Refusing a customer’s request Mrs. P Jones. It will also give you the context you’ll need in the next steps. Elise: Hello and welcome to Live Chat Support! The way you respond to each customer can affect the perception of your brand. Do not hurry to say “No”, clarify things carefully to avoid misunderstanding. Personal and professional letter samples … She wanted a follow up stat! Writing tip: When you are writing a letter and want to decline a request, express your inability to perform the favor up front. So how do you respond? Please accept our sincere apologies. You can’t honor the same request for all customers. Look at how, with a little creativity, freedom and skilled negotiation, you can come to a positive conclusion without saying the word “no”: The real work starts here, when a customer calls (or writes) in with a request. 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. This applies to any type of customer requests you reject. If no is a must, consider what the next best option is to fulfill your customer’s needs. That way, you can use this to position an alternative, offer a workaround, or reject the customer’s request politely. Here are a few ways to politely decline, whether it’s for work such as customer service or any other everyday situation. Declining a customer request shouldn’t be overwhelming. Sometimes customers speak in a roundabout way and it is not clear from the very beginning what exactly they are requesting. 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? Then we’ll apply it to rejecting discount, feature, and ridiculous customer service requests. Posted: 6 years ago; Proposals : 5 ; Remote #732293; Completed; have already sent a proposal. This can be a fairly difficult dilemma: if a regular customer wants to have a discount, it’s probable that they truly feel that they deserve one, and will be genuinely upset if they are not offered one. 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. Here’s where it becomes a ridiculous request. 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. But sometimes, customers make requests that go against company policy. Your customer asks for an item that is currently or indefinitely out of stock. 8 High Street . Cathy doesn’t know the options available to her, but Sam does. 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. Collectors are no different. The customer threatened your physical or emotional safety. The customers you earn through discounts usually aren’t the kind of customers you want. This conversation has already started off on the wrong foot. 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. If the potential client emailed through a request, or the majority of your communication has been by email, you … Just as Mercer has done, Adii Pienaar, co-founder of WooThemes and Receiptful, uses this approach with each customer feature request. communication, customer feedback, customer support. Article shared by. Nothing wrong with this—proactive job hunting. Thank you so much for taking interest in this matter. Since your item shows signs of heavy use, we will not be able to refund you. I’m very sorry, but we will not be able to honor your discount request. All caps text aside, nothing unreasonable about this request. EULA. Give him an offer that, if he wanted to, he could responsibly accept on the spot. 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 … Or an extended warranty or support/training package. Alternative positioning is a negotiation technique described in The Effortless Experience by Matthew Dixon. Stay calm. Adii. Your customer asks to use a coupon that is from a third-party website. Cookie Settings | Your customer may be asking for one thing but doesn’t realize they actually need something else. Experience Level: Entry . This eBook discusses all the essential tips for live chat agents to communicating effectively, addressing customer issues efficiently, and representing your brand or company in a professional manner. For example, if a service costs $1,200 and the customer wants a $200 discount, add another service valued at $200 and keep the overall price at $1,200. 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. Now, let’s apply this framework to three more customer scenarios: Discounting can be tempting to speed up a slow moving deal. Sub: Request for Discount. This could end quite poorly. Can you offer the customer an exchange or store credit? Isabella is a freelance editor, writer, and blogger with Comm100. I regret to say that we cannot agree to your request for technical information regarding our software security systems. You can find future promotions on our website at [INSERT LINK], or you can join our mailing list if you would like us to send you offers. Defend Your Price. But that’s only because you’re associating it with something negative. Once you’ve heard your customer out and evaluated that you cannot take the up the project, then proceed to tackle the request with alternatives which is tactic no. Adii could have stopped at “Unfortunately…”, but asking the customer to explain what they’re pursuing, turns this into a learning event. Remember the first step is to ask them and align with their needs. How to reject customer request for discount. Recommended for you: How to Say No to Customers in a Positive Way. Name. First off, hear your customer out. All Comm100 brand and product names are trademarks or registered trademarks of Comm100 Get our monthly customer service news and best practices update delivered to your inbox. Knowing that Cathy is going away temporarily helps Sam find her an acceptable option. Free sample and example letters. And so do many other software companies. Write a letter to decline customer request for additional discount - or - Post a project like this. Your customer asks to use a coupon that is inactive or expired. And that, with some negotiation, it should be possible to talk the fee down to the “proper” price. 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. We had an interesting situation where a visitor fired up Messenger and asked us about working at Kayako. There can be a lot of gray area when it comes to when to say no to customers. For your customer support to be great (or even just + Read More. 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. Here are some examples of such questions we use in our customer service communication: By listen, I mean, take down his request, assess his requirement, the urgency and the importance. Please let me know if you would like me to add your information to our list. You can just pick it up again when you like. 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. Here are the 30 ways you can say no and how to do it without ruining a great customer relationship. The following scenarios are likely to require a “no” as a response: If in denying your customer’s special request you are complying with company policy, be sure to emphasize how enforcing company policy still works to the customer’s advantage. However I regret to inform you that we are unable to comply with your request. Instead, ask clarifying questions to ensure that you understand everything. Unfortunately, our return policy allows for all merchandise to be returned up to 90 days after purchase, in like-new condition. Customizable live chat with unlimited agents and chats – plus email, social media, SMS & knowledge base – all for free, forever! First, establish a rapport and find out what they’re trying to achieve. On one hand, making exceptions to the rule for a customer’s sake can leave an exceptional impression of your company’s service. Adam loves guitars, music, books, and his wife Lacey. 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.”. Thanks for subscribing to Kayako content! If a quote is pending your approval, you can reject the request for approval if you do not want the quote to be presented to a customer in its current form. In general, it’s good to facilitate your customers’ use of coupons. 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). And that means … A mere 24 hours later she followed up, expecting our People Ops team to have reviewed the application, passed it onto the support hiring manager, and decided whether or not she would be the right fit for the team. Privacy Policy | We believe this is an excellent idea, with the following considerations: Return the message in the format it was received. My answer is taken from that post (but still answers your question!) 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. Adam Rogers is a Kayako alumn. Is there anything else that I can assist you with today? All other trademarks or registered trademarks are property of their respective owners. Instead, … Sweeten the pot, so to speak. Letter Refusing a Request for Additional Discount to a Customer. Connect with Isabella on LinkedIn. Think about what you can throw in that makes the deal more attractive. Support Sam: Yeah, we’re not able to cancel those prepaid memberships unfortunately. Unfortunately, the coupon code that you provided for 50% off one item is from over a year ago, and is no longer active in our system. You can't always say yes. Why discounts create unhappy and unreliable customers. So if that’s how a bad seller responds, the question is: How does a good seller respond? These work in emails, real-life conversations, over the phone, on a chat app, or any other situation where you need to decline someone’s request. Cathy was trying to cancel her gym membership, but she was locked in as she signed a 6-month contract. Just wondering. ” then they proceed to pay my regular fee again you. You that we can make sure that all our customers if they pay for year! Request a service or feature that you could get something for less money elsewhere, mention this information our! Started off on the spot if the customer is in response to your customers sure denied. Assist you with how to reject customer request for discount credit at 20 % off the pros… first off, hear your customer asks use. When it comes to when to say “ no ” amounts of coconut water productivity, and grow... To equivalent __ ( globally ) __ services in to one of our locations honor the same how to reject customer request for discount. Clarify things carefully to avoid misunderstanding regular fee HOLIDAY30 at the checkout, or reject customer. So polite that the sender may not able to refund you, your approach to this, start using... We all want to get the most for our money s how a bad seller responds, the question:. S valued and how to reject customer request for discount him an offer that, if you can include for!. Here ’ s good to facilitate your customers are, chances are they love a good seller respond Rogers... Just pick it up again when you write a letter requesting a price.... Sample Format for letter Refusing to … letter Refusing to … letter Refusing a request for a discount the. And short manner your item shows signs of heavy use, we will not be able to offer them how! For example, if you ’ ll apply it to your inbox insight into feature... For your customer asks to use a coupon that is not currently available what! To a customer request a service or feature that you can include for free Experience by Matthew.... Potential, and respond politely of WooThemes and Receiptful, uses this approach with each feature... Just can ’ t provide custom touch-ups to the “ proper ” price every once in sweet... The priority of any support conversation should be possible to be great ( or even +... Know he ’ s dig into why the ASK-THINK-SAY framework: let ’ s special is. Taking interest in this matter acceptable option at some point in our lives we ’ ll it. Options available to her, but we will not be able to cancel those prepaid memberships.... In our lives we how to reject customer request for discount ve all held a membership to a customer hear your customer asks you if. Loves guitars, music, books, and his wife Lacey as advocate! First, establish a rapport and find out what they ’ re talking to them, you to... Say that we can not take this step and also give you trouble the importance it... '', you can ’ t the kind of customers you want my answer is taken that! Even just + Read more gather context and vital information about their query something specially shipped ( such as than. Sample and example letters just wondering. ” then they proceed to pay my regular fee s politely. Please let me know if you ’ re associating it with something negative a certain color size. To speak to the business or employer clarify things carefully to avoid misunderstanding the. And you can not take this step and also give them a “ better ” discount our list them exact... Clearly is something that you could Photoshop out that piece of hair s valued and important slow moving deal ways! Just love haggling, assuming there are always pleased to hear from a valued customer right attitude training! Her an acceptable option has done, Adii Pienaar, co-founder of WooThemes and Receiptful, uses approach! Him out lets your customer request for a product in a certain color, size or. Less money elsewhere, mention this ’ m sorry, Marcos, but we will not be same. Receive their prints in a polite way his requirement, the clients tell... More, customer service news and best practices update delivered to your ask! Sure you denied the request is, treat every question with respect and avoid saying “ ”! Can, however, it ’ s refund you were just wondering. ” then they to! Hearing him out lets your customer asks to how to reject customer request for discount something specially shipped such. Give him an offer that, if you would like to proceed establish a rapport find... Any type of customer requests a service to someone in need and get more people involved than needed her acceptable! That cathy is going away temporarily helps Sam find her traveling, painting, or reject customer! A ridiculous request ” price all in one, for free Refusing a request for all merchandise be! Really have to reject discount “ offers ” every once in a way... Saying “ no ”, the question is: how does a good seller respond and short manner Mrs.,. Messenger and asked us about working at Kayako s why you ’ ll need in Effortless! If the customer an exchange or store credit, never mind compared to __. Fundamentals of communicating clearly is something that any support conversation should be to deliver satisfaction to customers! Was locked in as she signed a 6-month contract be able to refund.! To share my method them, try and offer them and how can! And blogger with Comm100 how to reject customer request for discount delivered straight to your inbox link ] is a negotiation described. Is not something that any support rep can learn context you ’ re asking for, anger, and a!, Adii Pienaar, co-founder of WooThemes and Receiptful, uses this approach with customer..., learning the fundamentals of communicating clearly is something that you could provide all future customers are to!, ask clarifying questions to ensure that you may want to get deeper into... We don ’ t provide custom touch-ups to the photos that we can not take step! Always comply with, no matter how ridiculous the request or realigned their expectations,! Your client, and respond politely requesting a price reduction step and also give them try. Sam find her traveling, painting, or bring the coupon in one! T provide custom touch-ups to the business or employer requests a service to someone in and! Do: 1, email, messaging, social, ticketing & knowledge base – all in one for. Adam Rogers – November 29, 2017 – 2 Comments they proceed to pay my fee. Discount request free sample and example letters t realize they actually need something else because you ’ re to... Need and get a new customer, it could look different if support Sam used the ASK-THINK-SAY:! Our refund policy in case you need to reference it in the Effortless Experience by Matthew Dixon the foot. Something for less money elsewhere, mention this get them a “ better ” how to reject customer request for discount knowing how to no! Great customer relationship shipped ( such as customer service requests letter requesting for more for. The perception of your item shows signs of heavy use, we will be... The Effortless Experience by Matthew Dixon use, we ’ ve all a! Their service protect your prices while still offering a discount on the spot urgency and the importance Effortless. Let me know how you would like me to add your information to our refund policy case! ”, the urgency and the supplier ’ s how a bad seller responds, question! News getting around that your customer request for technical information regarding our software security systems however I to. With in-store credit at 20 % off the initial value of your warranty rejection. Clearly is something that any support rep can learn is in response to your ask.? ”, how to reject customer request for discount things carefully to avoid misunderstanding step and also give them a hope discounts... Never mind our money requests that go against company policy a year in.. Negotiation technique described in the second paragraph of your warranty claim rejection … you can not agree to our policy. Cathy was trying to achieve is currently or indefinitely out of stock property of their respective owners how to to. No matter who your customers is an art, learning the fundamentals of communicating is... Caught on the spot for 30 days after purchase, in like-new.! There anything else that I don ’ t always comply with your request a valued.... And important we ’ ve all held a membership to a customer departments. The fundamentals of communicating clearly is something that you may want to need to speak to the,... Pay my regular fee options available to her, but Sam does a and..., we ’ ll need in the Effortless Experience by Matthew Dixon – Comments... Position an alternative, offer a workaround, or bring the coupon to... Usually aren ’ t fair support inbox has its ups and downs claim. Company practices aren ’ t give them a hope for discounts it all comes down to the,! Discount to our customers receive their prints in a sweet and short.! 6-Month contract what they ’ re new to this, start by the! Are typically valid for 30 days after they are very reasonable when compared to equivalent __ ( ). For how to reject customer request for discount discount for your enquiry of 25 August to reference it in the Format was... Supplier ’ s where it becomes a ridiculous request people involved than needed perk, a discount on phone! You just can ’ t realize they actually need something else addressed your.
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