Acknowledge, then ask
Show you heard it, then ask an open question before you respond.
“Understood, I respect that. Is there a channel through which suppliers can introduce themselves, or is it better that I do not contact you at all?”
How to respond to “We don’t accept solicitations”
Customers say “We don’t accept solicitations” for a reason. Here is what usually sits behind it, how to respond and what to avoid.
What is really behind it
A policy statement, usually delivered quickly and firmly. It is not personal. The only productive responses are to respect it, ask for the right channel if there is one, or end politely and note it.
Typical in: Software and SaaS, Insurance and finance, Real estate, Telecom and energy, Professional services, Retail and e-commerce, Manufacturing and logistics, Contact centre and customer service
How to respond
Pick the framework that fits the customer. The wording is an example direction, not a script: say it in your own words.
Redirect
Point to the right person, time or channel without losing the thread.
“Thank you for telling me. Who handles supplier enquiries, and is there a way for them to receive information in writing?”
Exit gracefully
End politely and leave the door open. A respectful no can still be a good call.
“Of course. I will not call again. Thank you for your time.” Note the policy so no one calls again.
The follow-up question
After your response, ask:
If a supplier had something that really mattered to you, how would they reach you?
What not to say
Avoid: It isn’t a solicitation, it’s a business enquiry.
Renaming the call to get past a policy is deceptive, and it is exactly what the policy is designed to stop.
Practise it out loud
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 objectionQuestions about this objection
What does “We don’t accept solicitations” really mean?
A policy statement, usually delivered quickly and firmly. It is not personal. The only productive responses are to respect it, ask for the right channel if there is one, or end politely and note it.
How do you respond to “We don’t accept solicitations”?
Acknowledge, then ask: “Understood, I respect that. Is there a channel through which suppliers can introduce themselves, or is it better that I do not contact you at all?” Redirect: “Thank you for telling me. Who handles supplier enquiries, and is there a way for them to receive information in writing?” Exit gracefully: “Of course. I will not call again. Thank you for your time.” Note the policy so no one calls again.
What should you ask after “We don’t accept solicitations”?
If a supplier had something that really mattered to you, how would they reach you?
What should you not say when a customer says “We don’t accept solicitations”?
Avoid “It isn’t a solicitation, it’s a business enquiry.” Renaming the call to get past a policy is deceptive, and it is exactly what the policy is designed to stop.
Keep exploring
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.