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Rainbow Glass Arts

HOW DO PROFESSIONAL SALESPEOPLE RESOLVE CUSTOMERS' COMPLAINTS ABOUT PRICES?

1. When a customer complains: Oh my god! Why are your products so expensive!

With fastidious customers, no matter what the price you are selling, they will always say expensive, with the mentality of wanting the seller to lower the cost even lower. In general, customer criticism is only a conscious conditioning reflex.

Step 1: Try to soothe your customers
In this case, the most sensible way is to appease the demanding customer by showing empathy for their concerns. For example, you could answer:

"Yes, I am truly grateful for your feedback. I completely understand your concerns. When buying, the issue of cost is a significant factor to consider carefully. But rest assured, when buying and using my company's products, many customers feel delighted. I am sure you will find that the money you have paid is completely worth the product's benefits."
Your appeasement step is successful, the customer will feel cared for and respected, and of course, they will no longer be too harsh with you.

Step 2: Identify the cause
Next, find out why customers say it's expensive. Because you need to handle the situation when the customer is demanding, it is necessary to find the right reason to solve the customer's complaint. It is essential to ask broad, customer-focused questions such as:
"Are you wondering if the product price is too high, or is it for some other reason?
Or "Why do you think this product is expensive? Can I have a specific reason?"

We better deal with those factors before mentioning the price because negotiating the price will make no sense if the customer's psychological knot is not untied.
Step 3: Solve the problem
At this step, there will be two situations as follows:
– Customers suspect that the product is overpriced.
– Customers compare prices with your competitors.

1. Customers suspect that the product is overpriced
Sometimes customers, because they don't like your product but don't want to say that they don't like it, will find a more "reasonable" reason to answer like your product is too expensive to buy.

At this time, the simplest way to help customers understand why the product cost is high is to proactively suggest together to find a few ways to solve the problem they are facing.

For example, you can take the product price that a customer spends and break it down into the costs and benefits the customer receives, the cost per day or an hour to help reduce the pressure from the customers. Some of the aspects you can mention are product installation costs, electricity costs, warranty regimes, etc.

Example: I agree that the product's price is high, but let me help you do a little math. You only need to spend less than $500 on this product, but the use time is up to 5 years. That means in 5 years, you only need to spend nearly $100 per year, and you only need to pay around 26 cents per day. With twenty-six cents, paying only a quarter the price of a hotdog, you can use this great product. I think you can see the long-term economic benefits of it.

If you can't convince customers in terms of the product price calculation, then convince customers from the minor benefits such as the product's design, the product's brand, the level of the product, etc. Promoting customers to feel that only this product is commensurate with their levels is also a good approach.

For example: "Although the price of our product is higher than that of the X shop, in terms of the services, our products are better than theirs."

Or: "Although they are both smartphones, a Samsung Galaxy S22 definitely won't be able to compare with an iPhone 12 Pro Max in terms of popularity, right? Moreover, the iPhone is a well-known product with a lot of our customers putting their trust in it, and the total number of sales is always on the top. With your job often having to meet customers and partners, using an iPhone 12 Pro Max will be better.

2. Customers compare prices with your competitors
If the price of a competitor's product is lower than yours, explain to your customers with the "you get what you pay for" approach and explain why your product is worth more than your competitors.

For example, you can explain that the high cost depends on the accompanying uses and functions of the product or analyse the advantages of their products to compare with the disadvantages of the competitors' products.

For example: "We all know the saying: "you get what you pay for", right? Money always comes with the product's benefits and quality, and ours is not an exception. Although our table set has a higher price than shop X, the material is entirely different from theirs.
Our table set is crafted from ironwood - a rare and durable wood. At the same time, Party X's products are made from peach wood, so even though they have the same design, they cannot be compared with our products in terms of quality.