“IT’S TOO EXPENSIVE.”

CUSTOMER:

“No, I don’t want that package. It’s too expensive.”

DON’T ARGUE.

❌ “It’s actually not expensive.”

❌ “But it’s a really good deal.”

❌ “You should take it.”

Instead:

A — ACKNOWLEDGE

AGENT:

“I completely understand, James.”

E — EMPATHY

“I appreciate that keeping your monthly bill within your budget is important.”

R — REASSURANCE

“Let me see what options are available that could give you better value while keeping your budget in mind.”

PROBE

“May I ask, is the monthly price your main concern, or are there any services included that you don’t really need?”

CUSTOMER:

“It’s mainly the price.”

SOLVE

“I completely understand. Since price is your main concern, I’ll focus on finding an option that gives you the services you actually need without adding unnecessary extras.”

────────

🚨 CUSTOMER OBJECTION #2

“I CAN GET IT CHEAPER ELSEWHERE.”

CUSTOMER:

“I’ve checked another provider and they’re offering me something cheaper.”

AER

AGENT:

“I completely understand, and I appreciate you taking the time to compare your options.”

“It’s important that you feel you’re getting the best value for your money.”

PROBE

“May I ask, what was the main thing that attracted you to their offer—the monthly price, the broadband speed, or the services included?”

CUSTOMER:

“Mainly the price.”

FOLLOW-UP

“I understand. Apart from the price, is there anything else that’s important to you, such as reliable broadband or particular TV content?”

RECOMMEND

“That’s helpful to know. Based on what you’ve told me, I’ll focus on an option that addresses the price while still meeting your broadband needs.”