Customers say “I can get it cheaper online” for a reason. Here is what usually sits behind it, how to respond and what to avoid.
The customer has seen a lower price and wants you to justify the difference or meet it. They may be checking value, or simply haggling. Often the online offer does not include the same service, advice, warranty or support. Ask what exactly they saw, then compare like for like before talking about discounts.
Typical in: Retail and e-commerce, Telecom and energy, Insurance and finance
Pick the framework that fits the customer. The wording is an example direction, not a script: say it in your own words.
Ask what sits behind the objection, so you answer the real concern.
“You may well be able to. What did you find, and what exactly does it include? I would like to compare it properly, since the price alone does not always tell the whole story.”
Put the options side by side, including the cost of doing nothing.
“Let’s look at the full picture. With the online offer, who do you speak to if something goes wrong, what happens with returns or changes, and what support do you get afterwards? Then we can see what the difference really covers.”
Give two real options so the customer decides how, not whether.
“If price is the main issue, I can show you two options: a simpler version that comes closer to that price, or the full one with the service included. Which would you like to look at?”
After your response, ask:
If the price were the same, which one would you choose, and why?
Avoid: You get what you pay for, so cheaper online means worse quality.
It is a generalisation that may not be true and it suggests their research is foolish. They will trust the figure they saw more than your claim.
Reading is not the same as saying it. Talk to an AI customer who raises this kind of objection and see in the report which sentence helped.
Practise this objectionThe customer has seen a lower price and wants you to justify the difference or meet it. They may be checking value, or simply haggling. Often the online offer does not include the same service, advice, warranty or support. Ask what exactly they saw, then compare like for like before talking about discounts.
Clarify before you answer: “You may well be able to. What did you find, and what exactly does it include? I would like to compare it properly, since the price alone does not always tell the whole story.” Compare like with like: “Let’s look at the full picture. With the online offer, who do you speak to if something goes wrong, what happens with returns or changes, and what support do you get afterwards? Then we can see what the difference really covers.” Offer a choice: “If price is the main issue, I can show you two options: a simpler version that comes closer to that price, or the full one with the service included. Which would you like to look at?”
If the price were the same, which one would you choose, and why?
Avoid “You get what you pay for, so cheaper online means worse quality.” It is a generalisation that may not be true and it suggests their research is foolish. They will trust the figure they saw more than your claim.
Educational conversation training. It is not legal or financial advice and it promises no results. Always follow your company’s rules, the terms of the product and a customer’s clear no.