How do you react to a customer requesting a discount on the product?
You hesitate a bit. Right? Well, discounts indeed help gain customers quickly. However, it is not ideal for the long term. You cannot empty up your cash reserve to keep people happy. Besides, it is not healthy from a reputation view. Does it appear valuable to sell things at a discount? Of course not.
Customers associate high-priced things with better quality. Discounting unnecessarily kills the brand\'s prestige. Instead, prioritise a sustainable mindset. It will help you uphold strategies that are good for the future. However, you cannot control customer’s demand.
They want their favourite brand to provide a whopping discount on products. So, how do you deal with that? Don’t worry. The blog states some tested strategies to deny a discount to your customers. Yes, you can do it without sounding rude. Let’s analyse how.
5 Strategies To Deny a Discount To Customers Politely
Saying no to a customer alongside keeping the best experience is challenging. One of the best ways - analyse the customer’s needs. Identify why they believe that you must provide a discount. Improvise on what they say and advertise your uniqueness. For example- if a customer demands a discount on your newly launched shoe range, ask “why”. If the customer points out that he may find such quality at a low price- seize the opportunity.
Promote the USP of your product (For example- a unique colour range that your competitors don’t have) You can have the edge there. Additionally, help the person by familiarising him with the range available on discounts. It may promote a sale anyway. Here are other ways to deny customers a discount:
1) Be empathetic towards the customer
Sometimes, it is not just about understanding the customer’s request and replying. It is about upholding empathy. The customer service representatives must deliver the rejection with the utmost professionalism. Otherwise, it may act against your business goals. Customers may deem you as rude and retention falls.
Reveal that you value their opinion and suggest other items politely. You can also notify them about the discount on the item in future. It increases brand reliability and customer referrals. Ensure active customer support 24/7. Non-availability impact leads and customer retention.
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2) Provide additional value to standout
“Customers want more by paying the least”- that’s a fact. They would not be eager to spend an extra dime when they don’t want to. However, you can convince them and change their view. It is the toughest task to encounter.
Discover the perceived gaps and create a personalised proposal. Check whether the new proposal meets the person’s needs. Does it help him counter a problem sufficiently? Does he still share expectations? If yes, what are they? You should know what a customer wants to benefit from later. It may help you optimise the product or the offering accordingly.
Precisely reflect the value you provide with the product and provide add-ons. Sometimes, you must provide something free like- a demo. It helps them analyse the product better and decide the cost.
3) Provide a client reference in the same position
It is one of the best ways to explain your reasons for rejecting a discount. Suppose you encounter a customer sharing a similar experience to your previous one, share. Tell him how the other person benefitted from the deal. Identify the challenges like the new customer that your previous customer had.
It helps him relate better to the situation. It gives the best answer to his “why”. It helps him understand why you charge so much for the product. This strategy helps negotiate better without disrespecting the client’s position.
4) Provide complimentary products at a discount
You can do that if customers suggest your competitors provide the product cheaply. Identify the competitors they are talking about. You must know your competitor’s weaknesses and strengths well. It will help you counter the customer’s query.
Identify what makes your product best against the competitor. Highlight something you have and the competitor lacks. It may help you create a convincing argument. If they agree slightly, provide complimentary items at a discount. However, if you must update the inventory quickly, do so.
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This strategy may provoke a sale. Moreover, the customer may buy the desirable product at the same price. It is the power of your convincing strategy. They may be impressed by the research and knowledge you share about the product.
5) Follow-up with the customer
Finally, don’t shut the doors on the customer\'s face if you don’t hear from them. It is the difference between mediocre and professional customer service. Follow up with the customer with a nicely-crafted mail. It reveals you care about the customer’s needs and commitment. You can draft a mail like- “Hi Sam! I wanted to check in and see if alternatives may work for you.”
Keep the door open and provide alternative suggestions. Share the information about the alternative products in the customer’s budget range. End the mail with “If you have any further questions, feel free to reach out!” The customer may revert to your mail if convinced.
Bottom line
While denying a customer is the hardest task, you must do it. It prevents your business prestige and retains the product value. These tips may help reject client’s discount requests politely. You can instead showcase similar products at low costs. It may generate a sale for you.
Additionally, inform them about the discount on the specific product later. It reveals you value your customer’s preferences. That’s good!
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