# 06 Answers to typical customer questions and objections Templates, not legal advice. Keep answers short and friendly and never promise what you cannot keep. Adapt every answer to your business and replace the [placeholders]. This page is made for printing: whoever stands at the till, reception or phone should know these answers. ## Three-sentence attitude 1. Listen first. Do not defend yourself straight away. 2. Name the reason without apologising. 3. Offer an option if you have one; otherwise say openly that the decision stands. ## 1. «Why is it getting more expensive?» ``` Our costs have gone up: [One-sentence reason]. We waited a long time and are now adjusting in one step, so that you can rely on the price. ``` ## 2. «That is a big increase.» ``` I understand. It is [amount] per [Service]. We have calculated carefully and want to keep the quality where it is. If you like, we can look at which option suits you best. ``` ## 3. «Your competitor is cheaper.» ``` That may be so. We base our prices on our own costs and on what we deliver: [a concrete, true point, e.g. training, materials, time per appointment]. It is your decision and we understand if you compare. ``` (Do not speak badly about other businesses. It sounds unprofessional and can get you into trouble.) ## 4. «Does this apply to my appointment that is already booked?» ``` No. For appointments you booked before [Date sent], the previous price applies. [Or, if this is your rule: The price on the day of the service applies.] ``` ## 5. «How long is my voucher or card valid?» ``` [Rule to insert, e.g.: We accept vouchers until the date printed on them at the value printed on them. The price change does not alter the value.] ``` ## 6. «You didn't tell me.» ``` We announced it on [Date sent] by [e-mail / letter / notice]. I'm sorry if it did not reach you. (Optional: For today's visit we will make an exception once.) The new price has applied since [Effective date]. Thank you for understanding. ``` (Decide in advance how you handle these cases, so that everyone on the team answers the same way.) ## 7. «Then I won't come any more.» ``` I'm sorry to hear that. Thank you for the time so far, and we would be glad to see you again some day. If it is about one particular service, please tell us. ``` (Do not hold people back at any price, and do not promise discounts you do not want to keep giving.) ## 8. «Is there a loyalty discount?» ``` [If yes:] Yes, [insert the exact rule]. [If no:] We do not have a fixed discount. You remain one of our regulars, though, and we are grateful for your loyalty. ``` ## 9. «Will it go up again soon?» ``` We calculated this adjustment so that we can plan with it for [period, e.g. the next year]. Honestly, we cannot promise more than that. ``` (Promise only what you really plan. «Never again» is not a promise you can keep.) ## 10. «Are the prices including tax?» ``` [If you charge sales tax or VAT:] Yes, all prices on the price list are final prices including tax. [If you do not:] We do not charge sales tax / VAT. The prices are final prices. ``` (Use the line that is true for your business and your country.) ## 11. Practices only: «Doesn't my insurance pay for this?» ``` For services where the fee is set by [insurer / tariff / professional body], nothing changes through this message. The fees we are writing about concern [Service], which is not billed that way. Which services your insurance covers is something you can check in your policy or directly with the insurer. ``` ## 12. Trades and hospitality only: «Does my quote / booking still apply?» ``` Yes. Quotes are valid at the agreed price until [Date quote ends]. Confirmed bookings keep the agreed price for the confirmed date. For anything new we use the new prices. ``` ## Quick check before the conversation - Do I know the new price by heart? - Do I know which exceptions apply (booked appointments, vouchers, quotes)? - Do I know the limit beyond which I call the owner or manager?