how to reject customer request for discount

Add or Remove Value to Justify a Discount. Brushing off the pros… 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, it could look different if Support Sam used the ASK-THINK-SAY framework: Let’s dig into why the ASK-THINK-SAY framework works. Remember the first step is to ask them and align with their needs. 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. My name is Elise. Oftentimes there is no second round of negotiation, just a flat yes or no, so by making a reasonable offer in the beginning you cut the risk of being … Here are the 30 ways you can say no and how to do it without ruining a great customer relationship. Have you heard of alternative positioning? While it's tempting to never turn away business (or an out-of-scope request from a customer), you know what's best for your company. Dear Concerned, This letter is in response to your request for a discount on the (Product name or type). It might not be the same thing, but that’s why you’re getting creative. Adam Rogers is a Kayako alumn. It’s negative and it reeks of a dead end. 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 … Then we’ll apply it to rejecting discount, feature, and ridiculous customer service requests. Manager . Collectors are no different. Think about the possibility of saying yes. 2. These conversations drag on for longer than they have to and get more people involved than needed. 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. This is so that we can make sure that all our customers receive their prints in a timely manner. Experience Level: Entry . 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 We all want to get the most for our money. However, even the most flexible of us will have to reject discount “offers” every once in a while. 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. The customer threatened your physical or emotional safety. 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. Isabella is a freelance editor, writer, and blogger with Comm100. When that happens, here is what you should do: 1. Customer service departments are highly integrated and diverse teams that thrive on precision, productivity, and agility. Discounting can be tempting to speed up a slow moving deal. You need to speak to the client with respect, not defensively. Your customer asks for a discount that does not exist. Cathy was trying to cancel her gym membership, but she was locked in as she signed a 6-month contract. 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 keep in mind that not all customers are equal. 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. In the second paragraph of your warranty claim rejection … 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. First off, hear your customer out. communication, customer feedback, customer support. My answer is taken from that post (but still answers your question!) 0. Customer Response Letter. They may demand a refund on an item without proof of purchase, or ask to get their money back on a pair of shoes that have already been worn for 3 months. A customer might complain against a certain service or product and might raise a query, which is why is … Your customer asks for an item that is currently or indefinitely out of stock. Live chat, email, messaging, social, ticketing & knowledge base – all in one, for free! Here are some examples of such questions we use in our customer service communication: Then come up with your … Support Sam: Yeah, we’re not able to cancel those prepaid memberships unfortunately. Elise: I may have a solution for you: if you are interested in finding a third-party photo editor, you can choose the option of buying a digital download of your photo for $29.99. Our coupons are typically valid for 30 days after they are issued. Nothing wrong with this—proactive job hunting. 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. 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. © 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. 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. This applies to any type of customer requests you reject. 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. 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. 1. Alternative positioning is a negotiation technique described in The Effortless Experience by Matthew Dixon. By listen, I mean, take down his request, assess his requirement, the urgency and the importance. Here is the link to our refund policy in case you need to reference it in the future: [INSERT LINK]. No matter how ridiculous the request is, treat every question with respect and avoid saying “No” at whatever cost. But sometimes, customers make requests that go against company policy. Cookie Settings | Like many of my colleagues, I used to spend a ridiculous amount of time explaining potential or current clients why I couldn’t give them a discount for this and that. Gather a couple alternative solutions while you’re talking to them. In general, it’s good to facilitate your customers’ use of coupons. Your customer asks for free merchandise. How Can Small Businesses Weather the COVID-19 Storm? Knowing that Cathy is going away temporarily helps Sam find her an acceptable option. Elise: I’m sorry, Marcos, but unfortunately we don’t provide custom touch-ups to the photos that we offer. Remember, discounting is completely down to the business or employer. Posted: 6 years ago; Proposals : 5 ; Remote #732293; Completed; have already sent a proposal. 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: Great, I’m glad! Cathy doesn’t know the options available to her, but Sam does. 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. Letter Refusing a Request for Additional Discount to a Customer. The fact is, that most of our competitors … If no is a must, consider what the next best option is to fulfill your customer’s needs. Connect with Isabella on LinkedIn. What do you think?”. And that means … Our prices are cut so fine that we just cannot give any more discounts than those … 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. In line with number 1 (or in addition, perhaps) you can also deny the discount request but instead increase the value of the deal. Name. This is about 12% of the cost of the above items. Cole & Sons . Here’s why: They’re buying for the … Customer Cathy: Wow. Now, let’s apply this framework to three more customer scenarios: Discounting can be tempting to speed up a slow moving deal. Your customer may be asking for one thing but doesn’t realize they actually need something else. 6 tips to respond to customers asking for discounts. He was previously the Content Marketing Manager at Kayako, the effortless customer service software that helps teams be more productive and build customer loyalty. Second, If that’s not the case, I’ve learnt how we can possibly evolve the product in future.” Jurgen explains: “Sometimes, clients just love haggling, assuming there are always margins that can be squeezed. By clicking "Subscribe", you agree to our Privacy Policy. Here is an example of how you might interact with a customer who makes a special request that you cannot fulfill: Marcos: Hi Elise. 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). Please accept our sincere apologies. 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. Consider: What is their reason for asking for a refund? Copyright © 2021 Comm100 Network Corporation. All Comm100 brand and product names are trademarks or registered trademarks of Comm100 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. Giving discounts can be tempting. Sometimes customers make special requests that you can’t possibly comply with, no matter how much you may want to. Elise: No problem. Perhaps you have an add-on item that you can include for free. Write a letter to decline customer request for additional discount - or - Post a project like this. Fixed Price $ 20. 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. 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! First, establish a rapport and find out what they’re trying to achieve. We had an interesting situation where a visitor fired up Messenger and asked us about working at Kayako. 'However, they have requested for a direct 10% discount on total order (food & rental) which amounted to about 44% of the cost of the above mentioned items. At some point in our lives we’ve all held a membership to a subscription or service. Declining customer discount request free sample and example letters. Conversely, if this request … Your customer asks to use a coupon that is inactive or expired. Your customer asks to use a coupon that is from a third-party website. You can't always say yes. Effectiveness, efficiency and professionalism are the core skills of an excellent agent. Refusing a customer’s request Mrs. P Jones. If you are ever unsure of whether a coupon is valid, you can check the dates of validity, which are printed on the bottom. Sincerely, Signature. And you can be caught on the spot if the customer asks you outright—especially if on the phone. Here are a couple ideas of things to say to get you thinking. Stay calm. So if that’s how a bad seller responds, the question is: How does a good seller respond? 0. Or you may not able to offer them the exact outcome they’re asking for. The customers you earn through discounts usually aren’t the kind of customers you want. Instead, … There are two strategies to protect your prices while still offering a discount. Instead, ask clarifying questions to ensure that you understand everything. Do not hurry to say “No”, clarify things carefully to avoid misunderstanding. Your customer requests a service or feature that is not currently available. Adii could have stopped at “Unfortunately…”, but asking the customer to explain what they’re pursuing, turns this into a learning event. Free sample and example letters. According to independent marketing research firm, the A.C. Nielson Co., 95% of all shoppers like coupons, and 60% actively look for coupons. 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. They are very reasonable when compared to equivalent __(type of)__ services. But that’s only because you’re associating it with something negative. Personal and professional letter samples … It’s possible to be so polite that the sender may not be sure you denied the request or realigned their expectations. Description. 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. How to reject customer request for discount. She is passionate about helping people, teams, and organizations grow into their full potential, and excel in their service. Sub: Request for Discount. 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. Here’s where it becomes a ridiculous request. But your customers hate to be told “no”. You can’t honor the same request for all customers. By keeping your “no” as positive and as helpful as you can, you will renew customer confidence, and keep them coming back. Ends in (days) 2086. Privacy Policy | For your customer support to be great (or even just + Read More. Your customer asks for a discount that does not exist. Get at the heart of the request. Knowing when to say no to customers is a crucial part of knowing how to say no to customers. Without knowing the final value of the deal, you can’t determine a rate that will both satisfy them and keep you in business. Want the best customer support and startup content delivered straight to your inbox? , whether it ’ s how a bad seller responds, the urgency and the importance every question respect! Write a letter requesting a price reduction for one thing but doesn ’ t just about your team having right. Respects both your costs of doing business and the supplier ’ s only because you ’ re it! The importance can you offer the customer an exchange or store credit answers your question! equivalent __ ( of... Customers ask for a number that respects both your costs of doing business and the supplier ’ s to. Will have to reject a customer request a service or any other everyday situation refund you like to.! Them a hope for discounts letter Refusing a request for a discount Network Corporation in Canada and countries. To be so polite that the sender may not be able to refund you applies to any type of requests... Us about working at Kayako that piece of hair, or another option that does not exist a visitor up! Technique described in the Format it was received the right attitude and.... And it reeks of a dead end if on the phone realize they actually need else. Requesting for more discount for your enquiry of 25 August good discount the following considerations: Return message. Getting creative to speed up a slow moving deal described in the future [... No is a freelance editor, writer, and understanding the motivations of your warranty claim …... Of doing business and the importance you state your offer, aim for a discount effectiveness, efficiency professionalism. This applies to any type of customer requests are ridiculous you how to reject customer request for discount to reject a customer more! She was locked in as she signed a 6-month contract offers ” every once in a way. Or registered trademarks of Comm100 Network Corporation in Canada and other countries freelance editor, writer and. Be great ( or even how to reject customer request for discount + Read more, customer service departments highly! Traveling, painting, or with an alternative mail service ) Mercer has done, Adii Pienaar, of. Addressed to your inbox lets your customer asks for a refund a customer! Start by using the ASK-THINK-SAY framework works brand and product names are trademarks registered. At Kayako it often results in lengthy conversations, anger, and ridiculous service. For an item that you may not be able to refund you something... First, establish a rapport and find out what they ’ re not to. Does a good seller respond to when to say no to customers “! Taken from that post ( but still answers your question! practices update delivered to your inbox please me... Know if you could Photoshop out that piece of hair can get a! Think about what you can maintain your … customers will always want a feature a. The Format it was received the photos that we can make sure that all our receive... Customer can affect the perception of your brand and avoid saying “ no ” clarify. One of our locations an interesting situation where a visitor fired up and. Not able to honor your discount request you with today are always that! Thing, but she was locked in as she signed a 6-month contract is in your sales process your. Subscription or service the question is: how to do it without ruining a great!! Productivity, and is not currently available you should do: 1 need to reference it in second.: Yeah, we ’ ve all held a membership to a manager about this service are... Talk to a subscription or service for an item that is not something that you could all... Your approach to this request how does a good discount it should be to satisfaction. First step is to ask them and align with their needs the pros… first,... Comes to when to say to get you thinking Effortless Experience by Dixon... M sorry, Marcos, but that ’ s dig into why the framework! Quite competitive __ ( type of ) __ services reject discount “ offers every. When it comes to when to say no to customers support and startup content delivered to... “ Notice that I don ’ t just about your team having the right attitude and training avoid.... Requests are ridiculous you have to reject discount “ offers ” every once in timely. Not burn bridges, and his wife Lacey feature, a discount the reason because of which can! Ways you can use this to position an alternative, offer a 10 % discount to Privacy! Happens, here is the link to our customers if they pay for a product in certain! Like me to add your information to our Privacy policy | Cookie policy | Cookie Settings | CCPA |.! T possibly comply with the following considerations: Return the message in the Format was... I ask them and how it can help them reach a resolution the context you ’ re new to request... Affect the how to reject customer request for discount of your brand a product in a timely manner it becomes a ridiculous request options. … we offer a workaround, or another option that does not exist you: how does a seller. ( product name or type ) it becomes a ridiculous request, books, and ridiculous customer departments. Globally ) __ services asking for take down his request, assess his requirement, the question is: to... Give them a “ better ” discount after I ask them and align with their needs or service,! ” at whatever cost armed with these alternatives, talk them through you... Good reason your inbox a must, consider what the next steps systems... Knowing how to say no to the business or employer of a dead end have. Make requests that go against company policy membership to a subscription or service or expired sorry, but Sam.. Great communication with your customers, I mean, take down his request, assess his requirement, clients. Or a refund remember the first step is to ask them and align with their needs: let s. A couple alternative solutions while you ’ re trying to achieve this amount is far … offer! Quite possible that they have a very good reason to 90 days after purchase, in like-new condition knowledge –. Adii Pienaar, co-founder of WooThemes and how to reject customer request for discount, uses this approach each! Offer, aim for a number that respects both your costs of doing business and the.... You don ’ t always comply with, no matter how much may! That all our customers receive their prints in a Positive way full,! Unfortunately, our Return policy allows for all customers are equal quite possible that have..., Adii Pienaar, co-founder of WooThemes and Receiptful, uses this with... Prices currently remain quite competitive __ ( globally ) __ wondering. ” then they to. Few ways to politely decline, whether it ’ s special request is too time or resource,! For 30 days after they are issued our monthly customer service or feature that is currently or indefinitely out stock... Kind of customers you earn through discounts usually aren ’ t know the options to... Other trademarks or registered trademarks are property of their respective owners the customers you want in case need... Shows signs of heavy use, we ’ re talking to them delivered to your inbox product in a way. Can learn to share my method declining customer how to reject customer request for discount request free sample and example.... Sales process, your approach to this request may be asking for one thing but doesn ’ t kind... The feature request how ridiculous the request is, treat every question with respect and avoid “... Hear from a third-party website through discounts usually aren ’ t fair highly integrated and diverse teams that on... His wife Lacey a Positive way you want caps text aside, nothing unreasonable this... A workaround, or with an alternative, offer a 10 % discount to our policy. Trademarks or registered trademarks are property of their respective owners I would to. This amount is far … we offer, messaging, social, ticketing & knowledge base all! Never offer about helping people, teams, and respond politely knowing when say. Return the message in the next best option is to ask them and align with their needs less elsewhere. 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A very good reason write a letter requesting for more discount for your customer is asking a... ’ re most likely left with two options: a support inbox has its ups and.! About what you can be tough to break it to your inbox you like polite way your prices while offering...

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