Customers say “What other costs are hiding in there” for a reason. Here is what usually sits behind it, how to respond and what to avoid.
Past experience has taught the customer that the first price is not the final one. They are protecting themselves from surprises. The best answer is transparency before they ask for it, plus naming what is not included.
Typical in: Insurance and finance, Telecom and energy, Retail and e-commerce, Contact centre and customer service
Pick the framework that fits the customer. The wording is an example direction, not a script: say it in your own words.
Show you heard it, then ask an open question before you respond.
“Fair question, and I would ask the same. Let me list everything you will pay: the main price, anything one-off and anything that varies with use. Then I will tell you what is not included, so there are no surprises.”
Offer an example, a reference or a sample the customer can check. Never an invented figure.
“I can put it in writing so you have the full list before you decide. That includes anything that could change the total later, for example extra services or a change in scope.” Check your company’s rules on what you can commit to.
Shrink the decision to something low-risk that moves things forward.
“Would it help if we went through a typical first-year total together, line by line? If something does not make sense, I would rather you ask now than discover it on an invoice.”
After your response, ask:
Is there a cost you have been caught by before that I should be sure to cover?
Avoid: There are no hidden costs, trust me.
“Trust me” asks for exactly the faith the customer is unwilling to give. Without a list, the denial sounds like a sales line.
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 objectionPast experience has taught the customer that the first price is not the final one. They are protecting themselves from surprises. The best answer is transparency before they ask for it, plus naming what is not included.
Acknowledge, then ask: “Fair question, and I would ask the same. Let me list everything you will pay: the main price, anything one-off and anything that varies with use. Then I will tell you what is not included, so there are no surprises.” Offer proof: “I can put it in writing so you have the full list before you decide. That includes anything that could change the total later, for example extra services or a change in scope.” Check your company’s rules on what you can commit to. Propose a smaller step: “Would it help if we went through a typical first-year total together, line by line? If something does not make sense, I would rather you ask now than discover it on an invoice.”
Is there a cost you have been caught by before that I should be sure to cover?
Avoid “There are no hidden costs, trust me.” “Trust me” asks for exactly the faith the customer is unwilling to give. Without a list, the denial sounds like a sales line.
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.