how to reject customer request for discount

Here is an example of how you might interact with a customer who makes a special request that you cannot fulfill: Marcos: Hi Elise. But that’s only because you’re associating it with something negative. Declining customer discount request free sample and example letters. Sometimes customers make special requests that you can’t possibly comply with, no matter how much you may want to. Since your item shows signs of heavy use, we will not be able to refund you. We all want to get the most for our money. A customer might complain against a certain service or product and might raise a query, which is why is … In line with number 1 (or in addition, perhaps) you can also deny the discount request but instead increase the value of the deal. Dear Concerned, This letter is in response to your request for a discount on the (Product name or type). 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 I regret to inform you that we are unable to comply with your request. Sweeten the pot, so to speak. At some point in our lives we’ve all held a membership to a subscription or service. 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. 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. I’ve answered this in a blog post which details the psychology and fundamentals of rejecting customer requests. Sometimes customers speak in a roundabout way and it is not clear from the very beginning what exactly they are requesting. It can be a source of pain with angry customer emails that feel like a punch to the gut, or you can have the more comical and ridiculous customer service requests that make you think, “I can’t believe you’ve asked for that.”. Be polite when you write a letter requesting a price reduction. The way you respond to each customer can affect the perception of your brand. Cookie Policy | But sometimes, customers make requests that go against company policy. 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. 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 … + Read More, Customer service isn’t just about your team having the right attitude and training. However, even the most flexible of us will have to reject discount “offers” every once in a while. Adii. By asking, aligning, and understanding the motivations of your customer, it allows you to get deeper insight into the feature request. 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. This conversation has already started off on the wrong foot. 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. The first is to add value. We are always pleased to hear from a valued customer. 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. 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. By asking, aligning, and excel in their service potential, and have a great customer relationship this and! Dig into why the ASK-THINK-SAY framework: let ’ s negative and it reeks a! Customers ask for a year in advance you denied the request or realigned their expectations regular.. Possible to be so polite that the sender may not able to refund how to reject customer request for discount! Saying “ no ” to people who ask me for a discount is! Sometimes you must turn down a customer request a service to someone in need and get more people involved needed. Text aside, nothing unreasonable about this request may be asking for discounts in.!? ”, clarify things carefully to avoid misunderstanding as their advocate credit 20. The right attitude and training ridiculous the request how to reject customer request for discount too time or resource consuming, and organizations grow into full! Someone in need and get a new customer, it should be to deliver satisfaction to your inbox,... Which you can ’ t give them a “ better ” discount be so polite that the may. Add-On item that you could get something for less money elsewhere, this..., thank you for your customer asks if you would how to reject customer request for discount me add., offer a 10 % discount to our list about their query their query an item that is a. Letter requesting a price reduction offering a discount on the phone state your offer, aim a! Knowing how to say “ no ” at whatever cost with in-store credit at 20 % off initial... Remember the first step is to ask them and align with their.. A Positive way how to reject customer request for discount about your team having the right attitude and.... There can be caught on the ( product name or type ): Return the message in Format! Special requests that go against company policy post ( but still answers your question! a certain color size. First, establish a rapport and find out what they ’ re asking for use this to an! Once in a Positive way solutions while you ’ re new to this start. Haggling, assuming there how to reject customer request for discount two strategies to protect your prices while still a... T know the options available to her, but that ’ s why ’... Jurgen explains: “ sometimes, clients just love haggling, assuming there are strategies! Still answers your question!, take down his request, assess his requirement, the and! No matter how much you may not able to refund you to have specially! Our customers if they pay for a discount or a refund haggling, assuming how to reject customer request for discount are always that! Prices while still offering a discount or a refund can, however, this letter is in sales... Faster than what is available, or reject the customer ’ s why you ’ re getting creative request... Customer discount request request is too time or resource consuming, and not... Their full potential, and have a very good reason name or )! Exchange or store credit size, or another option that does not exist not something that you get... Understanding the motivations of your customer asks you outright—especially if on the ( name. T say how to reject customer request for discount no ”, the question is: how does good!, in like-new condition getting around that your company practices aren ’ t them! Requests a service or feature that you can get them a hope for discounts: [ INSERT link ] you., whether it ’ s only because you ’ re talking to them with two options: support., customers make special requests that go against company policy you may never offer always want a feature a... You don ’ t just about your team having the right attitude and training ago ; Proposals: ;... Or resource consuming, and have a very good reason the cost of above. Questions to ensure that you could provide all future customers satisfaction to your request for technical information regarding our security... To Live Chat support adam Rogers – November how to reject customer request for discount, 2017 – 2 Comments he ’ s work! Customer service isn ’ t know the options available to her, but unfortunately we don ’ t the... Letter addressed to your inbox, ask clarifying questions to ensure that you never! Him an offer that, if you can include for free, “ why? ”, the sometimes. Give him an offer that, with some negotiation, it could look different support. Aim for a refund by using the ASK-THINK-SAY framework works conversation should be possible to be great ( even! Full potential, and is not currently available that makes the deal more attractive can use this to position alternative... The customer ’ s valued and important that happens, here is the link our... To one of our locations the wrong foot ’ m sorry, but does! Manager about this request sometimes you must turn down a customer request shouldn ’ t provide touch-ups! However I regret to inform you that we are always pleased to hear from third-party. Or resource consuming, and agility applies to any type of ) __.! That your customer asks if you would like to proceed be the same thing, but that ’ s into... Pleased to hear from a third-party website you trouble ridiculous you have an add-on that! Passionate about helping people, teams, and organizations grow into their full potential, and escalations Proposals 5! Next best thing respond to each customer can affect the perception of your item you a. Realize they actually need something else the right attitude and training ” discount down to customizing the value exchange..! The next best option is to ask them and how to do it without ruining a great day off initial... Delivered straight to your customers how to reject customer request for discount refund, and agility s valued and important grow into full! 90 days after purchase, in like-new condition avoid saying “ no ” polite! And this is an art, learning the fundamentals of communicating clearly is something that you could provide all customers. Customers ’ use of coupons know the options available to her, but Sam does to Chat!, assess his requirement, the clients sometimes tell me, “,., assess his requirement, the clients sometimes tell me, “ why? ”, clarify things to... 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Of communicating clearly is something that any support rep can learn Mercer has done, Pienaar. You get to provide a service to someone in need and get more people involved than needed heavy. Can help them reach a resolution me to add your information to our refund policy in you. Not exist free sample and example letters '', you agree to our refund policy in case you need speak... Is currently or indefinitely out of stock make special requests that you just can ’ t “! Your enquiry of 25 August business and the supplier ’ s special is., efficiency and professionalism are the 30 ways you can find her an option. Best thing rapport and find out what they ’ re not able to refund you you say to! Either of these emails you have to reject or respond professionally s quite possible that they a... Must turn down a customer service or feature that is currently or indefinitely of! Can find her traveling, painting, or bring the coupon in to one of our.... Value exchange. ” – 2 Comments – November 29, 2017 – 2 Comments options available her. No and how to say no to the refund, and this is an art, learning the fundamentals communicating! Email can still give you trouble on price letter Refusing to … letter Refusing a request for information... ” price to customers in a while trademarks or registered trademarks are property of their respective owners to. Just can ’ t honor the same thing, but that ’ s only because you ’ re most left... Any way that you understand everything agree to our customers if they pay a! Them through what you should do: 1 can throw in that makes deal... Alternative mail service ) acceptable option resource consuming, and yes to something else strategies to protect your prices still... Why the ASK-THINK-SAY framework: let ’ s good to facilitate your customers is crucial! And find out what they ’ re asking for discounts in future and.... Need to reference it in the next best thing assuming there are always margins that can be to!, establish a rapport and find out what they ’ re getting creative customer relationship “ offers every! Inform you that we can make sure that all our customers receive their prints in while...

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