Objection handling
How to answer “It is cheaper online”
The customer has seen a lower price elsewhere and is comparing on price alone.
Why customers say it
Online prices are easy to find and a comparison feels objective.
Three ways to respond
One approach for each setting. Adapt the words to the customer and to your company’s rules.
- In sales
- Compare what is included. “Good to know you looked. Let us put the two side by side: what is covered, what service you get, and what happens when you need help.”
- In insurance
- Look at cover, not just price. “Shall we compare the conditions and exclusions line by line? A lower price sometimes means narrower cover, and sometimes it does not. Let us see.”
- In a contact centre
- Do not argue the price. “Thank you for telling me. Which points matter to you besides price, for example support or flexibility?”
A common mistake
“Online offers are a trap.” A sweeping claim you cannot support.
Educational conversation training. It is not legal or financial advice and it promises no results. Always follow your company’s rules and the terms of the product.
Practise it out loud
Talk to an AI customer who raises this objection and read in the report which sentence helped.
Questions about this objection
What does “It is cheaper online” mean?
The customer has seen a lower price elsewhere and is comparing on price alone.
Why do customers say “It is cheaper online”?
Online prices are easy to find and a comparison feels objective.
How do you answer “It is cheaper online”?
In sales: Compare what is included. “Good to know you looked. Let us put the two side by side: what is covered, what service you get, and what happens when you need help.” In insurance: Look at cover, not just price. “Shall we compare the conditions and exclusions line by line? A lower price sometimes means narrower cover, and sometimes it does not. Let us see.” In a contact centre: Do not argue the price. “Thank you for telling me. Which points matter to you besides price, for example support or flexibility?”
What is a common mistake when a customer says “It is cheaper online”?
“Online offers are a trap.” A sweeping claim you cannot support.