The customer Support stack

A curated directory of the best customer support resources and tools for those customer support folks that get all the happy feels from lighting up someone's day (even those customers who keep asking you the same question—every week). The work you do is incredibly valuable. Thank you ❤️

The customer Support stack

A curated directory of the best customer support resources and tools for those customer support folks that get all the happy feels from lighting up someone's day (even those customers who keep asking you the same question—every week).

The work you do is incredibly valuable. Thank you ❤️

Responding to Customers Asking for a Discount [Templates & Examples]

Customers often ask for discounts to get a better deal but there will be many times when you simply can't offer them a discount. So below, there are several templates and examples that will help you respond and offer some other options.

When a Customer Doesn't Want to Pay Full Price

In Help Scout's 10 Customer Service Response Templates and Examples, they include some great guidelines, an example, and alternative options for responding to customers asking for a discount on the stated price. Their guidelines include:

  • Avoid being apologetic about what you charge, be clear and then focus on value.
  • If you are informed about your competition you can be genuinely helpful in making comparisons.
  • Do the work to help this specific customer get more out of your service.
  • Use social proof to demonstrate the product is worth the cost.
  • Offer any cost-reduction options you have, and be honest about their benefits and costs.

Or you can offer some of their suggested alternative options:

  • Perhaps there are discounts you can offer (e.g to non-profits or startups) that the customer doesn't know about.
  • Examine the customer's usage of your product or service - perhaps they better suit a different plan.
  • Instead of reducing the base price, consider offering a discount on an upgrade or contract extension.

In the The Customer Support Handbook, there's a chapter for customers asking for a discount or coupon. Here are some samples replies the book suggests when you can't offer a discount:

  • "Unfortunately, we're not offering discounts at this time, but we often publicize coupon codes for existing customers on our social media accounts."
  • "We've priced our products fairly so they're economical for all types of businesses, including non-profits."
  • "We believe all of our prices are fair and reasonable, and we also offer a free version that you'll never be charged to use. To treat all our customers equally, we aren't offering discounts at this time."

They also included some alternatives to discounts that you could offer:

  • Offer to extend a free trial, or offer a free month to more established users.
  • Give a referral-based discount code.
  • Ask the customer to write a blog post or case study in exchange for a discount.
  • Offer them access to premium features for free.

In Customer Service Email Templates: One Response Example (to Rule Them All) & Five for Tough Situations, Groove provides a great email example you can tweak for your response:

Hi %{first_name},

First of all, thank you so much for checking out Groove!

We too, are a small business and appreciate you checking in to see what options we have available. At this time, we do not offer any discounts or startup pricing plans.

We’ve worked really hard to build the best product out there for small businesses to deliver awesome, personal customer support. We believe that Groove delivers so much value and you will feel that the investment pays itself off.

Thanks again and we wish you the very best as your business grows.

Cheers,
%{agent_firstname}
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