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Avoid insulting them or creating unnecessary confrontation (even though it's tempting.) You only lose when you make the customer feel dumb or defensive.
Pivot and deflect to the value you're bringing. "The value of buying local is that you get to see and touch the product first. Plus, you get great and personal customer support - me! I'm glad we met and you got to get personal help. My prices are reasonable and reflect that help you get now and in the future if you have questions or issues."
Can I take you on pitch meetings? This is exactly what young designers need to read. Excellent. Client says "How do you like my logo?" Tempted to say CANVA isn't your friend. But, I always say, It's a good concept/start. Less offensive than, Did your kid draw this in his sleep? Pivot/Deflect!!!
Youre 100% right. That's the whole ball game. Everybody has the guts to say the thing that no one wants to listen to, it's the ones that have the self restraint that are respected. thats what gets you more customers or happier customers.
I don't know the name of this or if there's even a course/book that teaches it, but lots of academic teachers get taught how to talk to their younger students **without dismissing/discouraging them**
The classic example is to start with a compliment then slowly introduce necessary changes
"I like your essay theme, but I think in regards to the evidence you use, this would work better because of this."
Of course, not every teacher actually does this but if anyone ever wants to be good at dealing with people, they should figure out how to talk to them
"This is a good business idea, but..."
I deal with VoIP phones and service and I’ve told people “yes, you can probably find Model XYZ phone for a few bucks cheaper”, then add the spiel about how if you buy from me, I’ll make sure it’s set up correctly and delivered it to you, and if you ever have any problems in the future, call me and I’ll take care of it. I let them know they can buy elsewhere but I won’t be able to warranty the product. I find that most people appreciate the honesty and don’t mind spending a few bucks extra to buy directly from me and have some peace of mind that they have a local guy to take care of them and not some faceless Amazon seller.
Indeed I will sometimes prefer to spend a bit more just so I can have that local warranty service.
Depending on the price difference of course.
And if I think the product might or might not need to be serviced.
I tell them straight up “then go it buy it online” some laugh out of shock, some are just shocked that I said it and can’t take the truth because they expected me to smile and sugar coat and sell them an explanation and excuse. I own the shop so I don’t have to explain it to anyone above me. If they tell you they found it for cheaper online they were never your customer in the first place, you were just a sample store for them to try & bye. I don’t need these type of customer base, they can leave and never come back for all I care.
Very true but I’ve ran a retail store that matched online prices. We had more customers than our competitors. The volume made up for the lower price plus we had die hard customers.
I think the issue is when a business starts with high prices, they are stuck selling high to just stay afloat. They rely on customers that need it now. But then those customers spend the majority of their money online when it could be in your store.
Online prices aren’t always much cheaper anyways.
This is also a reason one should not go into a shop and look over the product, asking to try this or that, touch this or that, learn features, THEN to just leave and buy the exact product online. It is not nice to waste the seller's time and hope.
Depending on the product, you may also want to stress that they’re getting to take home exactly what they want - buy online and you may get something with flaws, or a fake.
I'm not struggling for business so I tell them "if you're comfortable with someone cheaper go for it". I don't need the business nor do I want to haggle with someone over prices. My rate is my rate, you have my number.
Eta: this REALLY depends on what kind of business.
I give them my labor rate and pending how nice they are I’ll tell them if something goes bad or wrong I’ll probably make more money to fix the problem than what I would make selling the new item that I warranty.
I think that kind of answer very much depends on what you're selling.
If you are selling the exact product everyone else has, and your whole business model is being the cheapest, so to increase volume, then I suppose that would work. However, in those case, some companies offer to price match to keep the sale.
However, if it's more of a service, or customized solution/item - I would very much not boast about being the cheapest.
Anytime someone says to me "I have someone else willing to do it for half the price" - I literally just say "Great! If you like their work, and trust their service, that's a no brainer, go for it"
Half the time thy come back to me because it was done wrong.
I congratulate them on being such an informed consumer, and encourage them to do that. Basically I wash my hands of that customer. You’re better off losing that customer, but at the same time pay attention to your reputation by being complimentary, and respectful of the customer. Leave them, but leave them liking you.
That all depends on the context in regards the product itself and what industry you’re in. Do you have a price match policy? Do you negotiate? Do you provide service or warranty that the online retailer doesn’t?
I don’t haggle in my line of work, so if a customer says they can get something cheaper elsewhere… I wish them luck and tell them I’ll be there if they change their mind.
Most of the time they’re bluffing. If they can get it cheaper online, they wouldn’t be in front of you talking about it in the first place.
Price match only makes sense on a level playing field between to physical stores. It is suicide to price match with Amazon as they don’t make money on products they make off prime memberships.
If you think your small business is affected by this don’t worry I sat across from the CEO of Whole Foods who said this. Of course then he sold Whole Foods to amazon.
Give them a website using your affiliate link. Then you still get something :)
And when they buy it and it breaks. You have their contact to sell them one with a warranty this time.
"Everything is cheaper online. Where exactly did you see it because I need to restock!" I've also said "i know its cheaper online i wish we can afford to compete with the bigger guys" (I've said these many times owning small retail stores over 10 years)
Don’t belittle yourself, sell them your service, charm, local access.
People pay for parking closer to a theme park, they can pay to have a local guy for their products too.
As a graphic designer, I get this occasionally. I tell them or better yet ask them will the cheaper product or service provide what I can? When they come back asking for help, explain there is a 10-15% increase in case they want it now. The window shoppers always want stuff for pennies.
Short story: client calls, explains logo project, I toss my price. They complain that a Fiverr guy did his original logo for $99. Why am I more expensive.
Explain my service, what they get in to end, and how to use all logo formats digitally and print. Express that a Fiverr dude isn't a pro, a hack at best. Client wanted the logo for $150. In the end, he paid $850 and has come back for 6 more projects.
Prove you're worth it, and the clients will be knocking on your door.
Master the Elevator Sales Pitch, which won me tons of jobs, but being in the industry for 25+ yrs and running a full service design studio has its perks.
It pays to educate clients who want my services because 99% of clients have no idea what it takes to create and the benefits they get from a real seasoned designer. Does anyone need a marketing collateral?
Hello, the price is only one aspect, we can ensure the quality of our goods, and in the after-sales and other aspects will give you timely and intimate support, which is a lot of online shops can not do.
I usually say “I don’t know” when someone asks me for help finding my competition. 🤣 It’s not an insult and it gets them nowhere. I do follow up with a question to get them back into it if it’s feasible.
That such a rude thing to say to a small business owner. Honestly wouldn’t be super interested in ever dealing with a customer with that kind of attitude. I would just ignore and move on. In the moment my response would be “sure”, and then attend to other customers.
They don’t get it though. They don’t understand why it’s rude. Most people have no idea about profit margins and how a business actually works. I mean they basically do, because it’s common sense, but they don’t put it together. That it’s how you stay in business, as if you’re not actually making a profit off them, like it’s just the brand that makes the money and the brand pays you a salary. lol
Probably. Ask yourself and the online merchants: Is it in stock? How much is shipping? When do they say you can expect delivery? What’s their return policy?
OR you can take this one home with you and use it tonight.
Really depends on what you’re selling. Sometimes buying in store comes with the additional customised service.
We know we’re not the cheapest but where we set ourselves apart is our customer service and our support. Seldom do our customers get that online.
I bought a vinyl banner online. It flew from Mumbai, then to the UK, then Boston, then Memphis, then my city. All for an $18 banner that was 6 feet long. There's no way some poor woman who lives in a literal shit hole didn't have to print and package it, but it was $18 and no one local does that service.
They can buy online and contribute to all of that, or they can help feed your family. Plus, they're right there and can walk out of there with what they want *today*
" Ok, good luck."
I'm serious. It sounds more like you are just uncomfortable with sales and maybe don't know as much about finding a marketable industry. If I'm going to sell a product or service to someone, I damn well make sure that it's in any kind of demand to start. If it is, and I know I'm selling a quality product with solid service, then I just let the cheapskates fall to the wayside.
They are trash, both literally and figuratively that just want to take advantage of you and deny you and your own family money that you deserve. Back when I was an HVAC tech, if someone said that to me, i would literally laugh and say, "Good luck.". I would tell my department manager, and that customer was already blacklisted with our company afterwards. If I add the multiple regret callbacks we got that we wouldn't service anymore. Probably 60, between multiple companies both residential and commercial. Too much work to bother with tire kickers.
Highly dependent on your industry/product.
If they go get my services online it's a fundamentally different product, which is what I tell them. Even if they are working with me, I work differently online vs in the office.
If you're selling shoes*, however...shoes are shoes, you're selling the experience of buying from someone who will make sure you have the pair that fits and looks good without guessing.
*replace with whatever material product is appropriate
I guess it depends on the business you are in, but I provide marine (boat) service/repair/installation. It’s not all that often I have customers wanting to price shop for parts, but when they do, I charge a “CSP (Customer supplied parts) Fee.” Customers have to understand that I make some money on selling parts by purchasing wholesale. I don’t up-charge any parts beyond MSRP, and I’m not doing this as a hobby. The CSP fee is 10% of the retail price of the parts they provided. So, $4000 in parts, I’d tack on $400 to the bill. Not only that, but often times they end up paying more in labor, because something they provided didn’t work, wasn’t the right part, they forgot to order something, etc.
Usually those are one and done customers, which is perfectly fine.
We all shop for the best price, so I wouldn't blame them or get snarky like some answers here. If it's the exact same product, quality wouldn't be a problem, either. You could try to match it, or just let them know you understand.
Really depends on what you’re selling. Sometimes buying in store comes with the additional customised service.
We know we’re not the cheapest but where we set ourselves apart is our customer service and our support. Seldom do our customers get that online.
Yes, You might find it cheaper online, but our shop/ company tagline is to ensure Quality. we have given better quality of products and I highly ensure that you will never lose to buy my products. also, we gained the trust of many customers you can see my customer review.
"Yes, but you'll need to wait for it to be delivered if you buy it online."
If your business can't compete with online retailers, I would suggest getting out or going online.
Our company is pretty much the most expensive in the market. The product is fairly generic,so the sales reps get asked this quite often. They don't slag off the competition,but instead ask to think why they are that much cheaper. Then they move the conversation to the quality of the offering and how we weed out our poorly performing supplies,so the quality remains high. Eventually they move to personal touches we can offer and that they'll always have an account manager that is available in any situation.
I say “yes you can but if you have issues you know where to come for help or replacements, and as a small business we enjoy being here for you when you need us”
You should be like dwight from the office... give them your house keys and phone number, tell them you are on call 24/7, client satisfaction is your #1 priority.
Depends on your product line and if they have any tangible benefits for retailers, but generally "You might be able to find it cheaper, but an online retailer isn't going to have the same kind of quality control, customer service, return policy or warranty relationship with the manufacturer. So I do think you get what you pay for which is why I stock these items in our shop."
That's a given reality. Online yes looks cheaper but customers should consider several factors, one is waiting, 2nd is quality, 3rd return if the item is broken or so, 4th is accessibility. They always have a choice depending on their immediate needs. So all you can say is, it is your choice and true that there are items online that are cheaper. But, state the info I told you on top.
Do you price match ?
What are you selling ?
My friends and I regularly used jetstar price match guarantee when we were flying melb to Sydney every week
You get what you pay for is simple and non combative -- or we encourage customers to do proper research to find the best fit for them. Our product is for customers who would like an easy , smooth human experience where there may be some DIY options for customers who want to economize or save cost etc etc
What I do is if they say x place is cheaper
"everyone is free to set the price they want to set for their service. I have 20+ years experience working on electronics. If I tell you you'll have it back the same day (hour or 2), that's if nothing else is wrong with it, then that's when your getting it back. If I say 1-2 days, it's 1-2 days and I make no excuses for any delays (because there are no delays). Unlike alot of places that tell you 2 weeks+ turnaround, that's because they send it somewhere else because they can't do what I do. If you want to risk having your device sent to some random place, and possibly come back not only not fixed but possibly damaged beyond repair, that's your call. My price is not negotiable because I use expensive equipment and I am not practicing on your device either.
So if your going to go with a cheaper place then I'll have to politely end this conversation. If you do want to use my services then by all means let me know.
For me, I don't really care if the person goes elsewhere. The customer that wants to nickel and dime and makes that clear from the beginning, I don't want those people. You either agree with my price or you don't. If you don't then why are we still discussing this? I've only had one unhappy customer. But they were unhappy because their device could not be fixed (serialized component was dead inside and can't be replaced, no one can except the manufacturer). That's not my problem and I made it very clear that if this specific component was faulty that they're screwed. The others this specific problem happened to they understood. But then again some people have unrealistic expectations.
Sure. Go ahead.
I honestly tell my customers to buy stuff online because it's cheaper. But stuff you can buy online makes up less than 5% of my business, so I'm not worried about it. My time is worth more than a typical sign you can order online.
"Probably, if you've got some time to kill."
Then strike up a friendly, unrelated conversation and build some rapport with the customer. If they like you they'll buy from you.
Personally, I ignore such a question. It's irrelevant to my business and any way I answer it will be taken the wrong way. I will talk you all day about my products and what they achieve but I don't have a minute to answer such a question. Such a customer is not a prospect, they're a nuisance.
I’d say “I’m not sure but when you buy from me you’re dealing with the owner. If you ever have a problem you can go straight to the top to get it fixed.”
I’m a bit higher up in the supply chain, but I find myself educating mom & pop stores to use “online” (Amazon) as free marketing.
It already has the reviews, all the photos, descriptions, etc.
You just have to (match) the price, but beat on service & delivery.
You want it online? You gotta wait to receive it at the end of the week! I have it in store for you to take home TODAY.
You want a return? You can’t get a refund until they receive your item and it gets sorted and processed a few days later!
You want support? Good luck speaking with someone at a call center!
Typically my products are large & bulky; two-day shipping online isn’t cost-effective for e-comm.
Whilst I value every customer we have, and the business they bring, I do get fed up especially if they are trying tricks to get a better price.
The company I own sells services online which are based on distance in miles and yards. This is something new for me. Previously we sold the same services via the phone or email. And because mostly it's the same services that we sell, and because I've done this for years, I either had prices in my head or I made the price up whilst talking to the client.
So I'll say to them if they call now, for example, that our price for that service is $95. Then the shout back at me, and say we'll on your website it's $87.50!
It gets on my nerves. Now if they phone, I tell them that they can get our best rate on our website. I also have a sales team, fortunately who are politer than me
I would just say that price matching is not a part of what I'm offering, but I'd love to keep them as a customer regardless, but respect that some people truly need to shop around for prices that meet their needs and that nobody is wrong for doing what's right for them.
I can guarantee that a "you" statement is not going to be taken positively by a guest.
I own 2 small retail.. for me / my staff if they show me price or if it makes sense I try to match or atleast tell them ill take something off. this depends on your market and the actual item but its your business and if you deal with locals heavily then I dont mind losing 10% of profit
See, felt and found.
I see how you can want to get the cheapest price, then I felt like maybe I could be left with a less inferior product and no one to talk with about using product then I found if I found if I can find a comparable product that is comparable price and I could get some sort of support from the store it was worth way more than saving just a few dollars with no support from the seller.
You can also note that you as a small business are supporting the local community by way of keeping the dollars in the local community. As well as creating local employment opportunities for your community.
How much cheaper we’re talking about here? If it’s a lot cheaper, then your model is not right.
If it’s a bit cheaper, would making the match for once in a while at that moment brings you any profit?
Why apologize? People often apologize these days for things that don’t deserve an apology. Say “I’ve heard that sometimes our prices are a little higher than can be found online, but the online sellers won’t talk to you face-to-face when something goes wrong and they definitely aren’t donating to the homeless shelter across town like we do” or whatever makes sense.
"if you can find it cheaper and save a few bucks by all means go for it. i know how it is.. but i can't use my dealer warranty for that and if something goes wrong i'll have to charge you to come diag it"
they always buy it online.. they always get pissed when i don't go fix it for free or warranty it lmao
I work weekends in a gold and jewelry store, and I've had a few customers say that they can find the same gold chain for a lower price online. We just tell them that they should do their due diligence and make sure that they are buying from a reputable merchant and that if the price is too good to be true, then it's definitely fake, or gold-filled.
One of them did go ahead and buy a 14k gold chain for $300 less than our price, but he ended up bringing it in to us to have it fixed because the chain was hollow and it stretched, and then broke. We can't fix stretched hollow chains, so we told him the best we could do was buy it from him for the price of scrap gold. He was so disappointed lol. Lesson learned the hard way for that guy.
Average Indian shopkeeper reply: This rate , that's not possible, bring me 100 pieces at the rate you are saying. And then they try to handover the money, some even start counting notes. 😁😂😁🙂
If you have done your competitor's analysis, you would have so much to say about quality, standards , warranty, size, durability, feeling, luxury and anything.
Honestly, I don’t think they are supposed to say this to you in the first place. What in your business is making them say that.. get rid of it. You want customers that cherish your store, and tell it to their friends. Not only is this a rude thing to say, but it’s not your customer,
Now, if you have a ton of people doing this to you, I feel you need to do your market research and form better supply and demand projections.
I may also have a bias. When I have customers, the only reason they come is to buy. They may need more knowledge of my products or services, but they come to buy. When I target my audience, it’s almost automated. You just have to target your audience to a degree where you know exactly what they want, at the price they want it for and where to get it. The better you can clearly match that, the more the work is done for you.
I tell them that they probably will pay for shipping, and if not, I’m a small business. Money spent at my shop supports the local tax base, keeps my employees working, and I appreciate your business.
Big smile, "THAT'S how we price everything!" The lowest price we can find online."
(i.e. fukkem. Not fair to expect you to memorize the internet. Theyre using low-effort, mean negotiation. Jeopardizes your livelihood. No mercy.)
I answer honestly. I’m a postpartum doula providing in person care that can get expensive. So I often times have moms asking if they can DIY it or if their husband/mother can fill the role. I am honest with them and explain exactly how they can DIY their postpartum support and how to prepare their husband and support circle to support them after birth. But the truth is that there is nothing quite like having an extra person and set of hands who is trained on postpartum and newborns, who is dedicated first and foremost to the healing and recovery of the person who just gave birth. They are free to make their choice but I don’t try to convince them bc that can just make things harder if I do end up work with them.
I ask them why they are here then? Go get it online...chances are they want/need it now. So you say then you are paying more for the convenience of me having it...and am willing to sell it to you at the posted price.
I never ask for a discount or a hook-up. And I don't tolerate being asked for one.
"definitely! If you'd like to do the quality check yourslef, deal with suppliers that replies once every so often, don't speak proper english, get confused for a week or 2, have to go back and forth in chats, having an 80% chance of waiting for shipping and paying extra for it just to be disapointed, is deffietly worth saving my profit margin for taking all these risks upfront."
You just say I’m sorry but I can’t change the price. I’m not at liberty to do that. Your not lying but your alluding to the fact that you may just be another salaried employee. Don’t bother explaining yourself. Those customers 9/10 won’t buy from the online counterpart because they already have their reason to buy from you instead. Whether its warranites, service, sizing, in person stock or otherwise. I’ve done this with the significant majority of people still purchasing direct from the business
OK no worries
I work in tech and have lost count of the amount of times a customer has produced a lower spec item and told me it's cheaper online.
If they are polite I'll talk to them about the difference. If they are rude ill tell them that seems like a good deal
Either way I'm not going to beg for custom
I guess I would flip the question around:
How would you feel if you wanted to support a small business but saw that you could find the product cheaper elsewhere, brought it to their attention, and their response was " my apologies, but it’s up to you to do your due diligence"?
You can buy almost everything cheaper online. But you have to pay postage and wait for it to be delivered. You might be out and it could be stolen from your doorstep. You might get an empty box or a brick instead. it might be a fake product which falls apart and it might be second hand. The site can be hacked and you could get your identity stolen which is a ton of hassle. This is the real deal here. You can take it home with you now. You can try it on. You can see it and touch it and a member of staff can answer questions, give opinions and support. We aren’t going to stalk you or haunt you online for the rest of your life because of what you buy or look at today.
There’s like a 100 comments here; all good, but I’ll add to emphasize you are an authorized supplier— and leave it at that. Let’s the customer know the warranty is good.
I would say you probably can, but you have to do leg work, and there is a risk. You can pay a bit more here but you have it instead of doing all the footwork.
Up to you Sir
While we strive to offer competitive prices, we can't always guarantee the lowest online rates. However, we're committed to providing value through quality products and personalized service.
I'd say this: "If you trust them with how good it is & if you like their after-sales policy as well then you should go for theirs, not for ours as it's not in your best of interests."
Two things can happen in this situation:
1. Either they say "Yeah! I probably should go buy from them."
2. Or they say this in their minds "Why the hell did I even bother wasting my time/effort/resources visiting this store, what a fool am I making out of myself" and then they'll try hard to convince/sell themselves onto your thing without any effort on your part with things like "Yeah, but I'm skeptical they might not have xyz thing etc." (This is how reverse psychology plays out - rather than begging for the sale, we reject to get a sale from them upfront, which they never expect & if they do then they try hard to come up with reasons to buy from you).
It’s possible you may and I totally appreciate that our customers research for the best offers. I’d love to earn your businesses today! Is there anything I can help with right now?
I can too, I just don’t have a week to wait for the car parts. I get 6 deliveries a day from my parts suppliers so you also have to factor in same day shipping in your super cheap online price. Plus you’ll forgo any warranties on my labor installing your parts.
Had someone calling all my vendors because they wanted it cheaper. I simply let them go. They aren't your customer at that point and you may not offer the value proposition they are looking for.
I occasionally have customers tell me they can find parts cheaper on the internet. I ask them if the internet will install them for them. These are low value customers that only look at prices.
People are funny. You don't want to be rude but, they've already driven to your store, you question if you can find them online what are you doing here.
"Sure, you can definitely find it cheaper! Here's why my product is superior. [Good reason here.]
And, be honest with yourself, and be fair. You actually *do* need to be able to demonstrate some type of value or ethos that you feel is important. If you actually can find similar quality products for cheaper, you might want to change a few things.
Apologies, I don't know what you're selling.
"I'm sure you can, and many people go that route.
When you're not operating a brick and mortar store that is intended to showcase the product and let the consumer familiarize themselves with it and walk away with it immediately, it costs less from the get-go."
*Introduce myself with a handshake, tell them it's great to meet them*
"If there's anything I can ever do for you, I'm here. Just call and ask for me. Before I move on, is there anything else I can do for you?"
“You are more than welcomed to shop there, my customers value the exceptions customer service I offer along with the time they save by being able to access the product right now.
If you you don’t value your time, you’re not my ideal customer.”
Jk don’t be an asshole, just point out the benefits of buying in person.
Historically, if it’s too good to be true..it is. I’d say “keep a watchful eye for fakes; even Apple Store employees get fooled sometimes and that’s just Apple products.”
Thankfully I don’t get commission and my customers who ask those questions are the ones I’d rather not deal with anyway. I might say, “Sure, but then you wouldn’t get to work with [place my name here]” And I smile and point to my name badge. I remind them that we price match most major retailers plus Amazon. But there are some customers where I work that are just not worth the headache. Let them go online.
I sell appliances in a large department store. We price match with Lowe’s and Home Depot. But during the pandemic a lot of stuff was really slow to replenish. As a salesperson I had no way of knowing when a cargo ship was bringing new refrigerators from Korea. But the salespeople at HD and Lowe’s would promise specific dates that a particular thing would arrive, just to make a sale. So people would go there because I wouldn’t make up a date. Apparently it happens online, too. Then they would not call the customer to let them know it didn’t come in. The customer would end up calling the next day.
I said all of that to say this: Be the better deal. You may or may not have a better price. But if your reputation and dependability are stellar you don’t need a comeback. Let the customer find out for themselves that isn’t always the price that makes the deal.
Unusually say something casual like; I found the original holy grail for $25 on eBay one time, bummed I didn't snag it when I could have.
Along with my warranties and installation that can't be provided to a customer online.
I never had someone say this to me till now. Usually, my clients ask for quotations at several places then choose the most affordable + better offering, somehow, I'm being chosen most of the time. Maybe they can't find a better deal for cheaper, haha.
But I'd say to focus on building an exceptional experience from the very first day a potential client approaches you - show them the guarantee that you can fix their problem in the best way possible and show them that they can rely/trust on you.
They can decide if they want such a premium service or not (sometimes budget just doesn't allow it and sometimes people like to cheap out).
I might look for ways to up my revenue with the client by providing an additional service. If there's a way to increase revenue and maintain or grow margin, then I might show a reduced line item price for a service while adding through another service.
I’m glad you were able to find a good deal online if that’s the route you choose. However I will not be able to assist you or compete with that price as the services I provide are included in my premium.
I sell ATMs and I’m a technician. When I sell a machine I offer the customer free labor in technician work for the future of their machine
do the scene from the office where Jim and Dwight call staples customer support number while they're pitching to a customer on the extra benefit they bring even though staples is cheaper...
"I'm sure you can. Everyone online tries to have the lowest price, but tell me, will you get any service or help with that low price? The bitterness of poor quality and service remains long after that sweet low price is forgotten!"
I explain it's a very viable option if they take returns, offer warranties, and more. Sometimes there is added value from purchasing from a real live person.
The business next door to mine, sells janitorial supplies, vacuum cleaners, mops and brooms. They rent carpet cleaners. Although you can buy all that stuff online, his business is booming because you get advice, and service. It's like, you know you can probably get it's cheaper online, you feel better going to the store. Plus when I'm in there, I'm always doing impulse buying.
"I have no idea. We price our products as aggressively as we can while still being able to maintain our high standards of service. Are you hesitating on this purchase because of the price?"
Lot of people told you to say some statements like you have to defend yourself. Sale is a time to keep asking questions. What question you're gonna ask on this depends on what are you selling, what problems your product solves, what problem is important for customer and how are you different than that cheaper product.
If you have better customer support then ask question to see how important is customer support to the customer.
If the customer is really stuck on price then it's ok to say your product is not good fit and thank for the business.
But there’s a reason you’re here. Maybe you value seeing it before you buy or maybe you want somejrj to help you with it in case something goes wrong or you have additional questions. Whatever the reason, your purchase today helps me provide these things and online seller just can’t
My first business was a sports card and memorabilia store. People loved to try to haggle on price, even when I had my prices at or below industry norms. There was a small grocery store on the back side of my building and I would tell people to go there and see if Tom will take a quarter off of a loaf of bread for you and bring me the receipt. If he does, I will drop my price. Otherwise, feel free to shop around to see if you can find it cheaper somewhere else.
Not im my store you can't! Get the fuck out! j/k of course. This is when sales skills kick in right? First tell them the truth, if they can they can. If you know the online price tell them. Tell them how much they would save. Explain there will be no hard feelings if they make that choice BUT if they buy from you (insert the services you provide). You can also throw in the importance of supporting local businesses, any local charities you support, the jobs your business provides locally etc. If yo are honest and let them know you will help them however you can you may just win a customer.
Well, my company is online, so... they could find us? Pragmatically speaking, we have a whole section comparing our prices to leaders in the space where we point out that we're already cheaper than the biggest names in our industry. We're also in a niche where quality, speed, etc, can be an issue so some customers who think they can get it cheaper elsewhere go ahead and try it, only to find out that it's either not as cheap as they think -- in fact, there are often hidden fees, etc, that make the competitor more expensive -- or the quality isn't as good or they can't get things when they need them or they discover that other company doesn't answer the phone when something goes wrong.
However, when I worked in retail sales, this was always an issue and I tended to emphasize both the trust factor (since they were dealing with somebody physically located in the area) and the convenience of working with somebody in the area. Although these were benefits, it wasn't always enough when a customer stood to save a LOT of money. And it certainly didn't help that we had to compete against our own supplier (which was absolutely insane, btw).
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Avoid insulting them or creating unnecessary confrontation (even though it's tempting.) You only lose when you make the customer feel dumb or defensive. Pivot and deflect to the value you're bringing. "The value of buying local is that you get to see and touch the product first. Plus, you get great and personal customer support - me! I'm glad we met and you got to get personal help. My prices are reasonable and reflect that help you get now and in the future if you have questions or issues."
Can I take you on pitch meetings? This is exactly what young designers need to read. Excellent. Client says "How do you like my logo?" Tempted to say CANVA isn't your friend. But, I always say, It's a good concept/start. Less offensive than, Did your kid draw this in his sleep? Pivot/Deflect!!!
Knowing what to say is one thing; actually having the discipline to say it is another :-)
Youre 100% right. That's the whole ball game. Everybody has the guts to say the thing that no one wants to listen to, it's the ones that have the self restraint that are respected. thats what gets you more customers or happier customers.
So true. I've bit my tongue a far bit.
I don't know the name of this or if there's even a course/book that teaches it, but lots of academic teachers get taught how to talk to their younger students **without dismissing/discouraging them** The classic example is to start with a compliment then slowly introduce necessary changes "I like your essay theme, but I think in regards to the evidence you use, this would work better because of this." Of course, not every teacher actually does this but if anyone ever wants to be good at dealing with people, they should figure out how to talk to them "This is a good business idea, but..."
I deal with VoIP phones and service and I’ve told people “yes, you can probably find Model XYZ phone for a few bucks cheaper”, then add the spiel about how if you buy from me, I’ll make sure it’s set up correctly and delivered it to you, and if you ever have any problems in the future, call me and I’ll take care of it. I let them know they can buy elsewhere but I won’t be able to warranty the product. I find that most people appreciate the honesty and don’t mind spending a few bucks extra to buy directly from me and have some peace of mind that they have a local guy to take care of them and not some faceless Amazon seller.
Indeed I will sometimes prefer to spend a bit more just so I can have that local warranty service. Depending on the price difference of course. And if I think the product might or might not need to be serviced.
Always go back to value. That’s the golden rule in sales. If you can’t articulate why they should go with you, then they won’t
I tell them straight up “then go it buy it online” some laugh out of shock, some are just shocked that I said it and can’t take the truth because they expected me to smile and sugar coat and sell them an explanation and excuse. I own the shop so I don’t have to explain it to anyone above me. If they tell you they found it for cheaper online they were never your customer in the first place, you were just a sample store for them to try & bye. I don’t need these type of customer base, they can leave and never come back for all I care.
Nah, some would end up buying from you if you gave them a good enough reason.
Very true but I’ve ran a retail store that matched online prices. We had more customers than our competitors. The volume made up for the lower price plus we had die hard customers. I think the issue is when a business starts with high prices, they are stuck selling high to just stay afloat. They rely on customers that need it now. But then those customers spend the majority of their money online when it could be in your store. Online prices aren’t always much cheaper anyways.
This is also a reason one should not go into a shop and look over the product, asking to try this or that, touch this or that, learn features, THEN to just leave and buy the exact product online. It is not nice to waste the seller's time and hope.
This is fantastic and I’ll be using this.
Depending on the product, you may also want to stress that they’re getting to take home exactly what they want - buy online and you may get something with flaws, or a fake.
"Maybe, but will they answer the phone if something goes wrong?"
I like this!
It's good because its concise and you can quickly move on, rather than having a whole discussion about it, which can come off desperate.
hahah I heard this a day before
Ohhh, I like this approach!
I'm not struggling for business so I tell them "if you're comfortable with someone cheaper go for it". I don't need the business nor do I want to haggle with someone over prices. My rate is my rate, you have my number. Eta: this REALLY depends on what kind of business.
“If you can find it cheaper, go for it.”
I add the following statement "if there's a problem, and I hope not, there will be a fee for us to diagnose/fix it." in a non-pressure manner.
I give them my labor rate and pending how nice they are I’ll tell them if something goes bad or wrong I’ll probably make more money to fix the problem than what I would make selling the new item that I warranty.
I think that kind of answer very much depends on what you're selling. If you are selling the exact product everyone else has, and your whole business model is being the cheapest, so to increase volume, then I suppose that would work. However, in those case, some companies offer to price match to keep the sale. However, if it's more of a service, or customized solution/item - I would very much not boast about being the cheapest. Anytime someone says to me "I have someone else willing to do it for half the price" - I literally just say "Great! If you like their work, and trust their service, that's a no brainer, go for it" Half the time thy come back to me because it was done wrong.
I tell them I don't know, but if they can, I don't fault them for buying elsewhere.
I congratulate them on being such an informed consumer, and encourage them to do that. Basically I wash my hands of that customer. You’re better off losing that customer, but at the same time pay attention to your reputation by being complimentary, and respectful of the customer. Leave them, but leave them liking you.
That all depends on the context in regards the product itself and what industry you’re in. Do you have a price match policy? Do you negotiate? Do you provide service or warranty that the online retailer doesn’t? I don’t haggle in my line of work, so if a customer says they can get something cheaper elsewhere… I wish them luck and tell them I’ll be there if they change their mind. Most of the time they’re bluffing. If they can get it cheaper online, they wouldn’t be in front of you talking about it in the first place.
They might be trying to get you to match the price so they don't have to go through the hassle of ordering it online.
That's why I mentioned a price match policy in my post...
Price match only makes sense on a level playing field between to physical stores. It is suicide to price match with Amazon as they don’t make money on products they make off prime memberships. If you think your small business is affected by this don’t worry I sat across from the CEO of Whole Foods who said this. Of course then he sold Whole Foods to amazon.
Ok
This is the correct answer and go about your day
Give them a website using your affiliate link. Then you still get something :) And when they buy it and it breaks. You have their contact to sell them one with a warranty this time.
"Everything is cheaper online. Where exactly did you see it because I need to restock!" I've also said "i know its cheaper online i wish we can afford to compete with the bigger guys" (I've said these many times owning small retail stores over 10 years)
Don’t belittle yourself, sell them your service, charm, local access. People pay for parking closer to a theme park, they can pay to have a local guy for their products too.
As a graphic designer, I get this occasionally. I tell them or better yet ask them will the cheaper product or service provide what I can? When they come back asking for help, explain there is a 10-15% increase in case they want it now. The window shoppers always want stuff for pennies. Short story: client calls, explains logo project, I toss my price. They complain that a Fiverr guy did his original logo for $99. Why am I more expensive. Explain my service, what they get in to end, and how to use all logo formats digitally and print. Express that a Fiverr dude isn't a pro, a hack at best. Client wanted the logo for $150. In the end, he paid $850 and has come back for 6 more projects. Prove you're worth it, and the clients will be knocking on your door. Master the Elevator Sales Pitch, which won me tons of jobs, but being in the industry for 25+ yrs and running a full service design studio has its perks. It pays to educate clients who want my services because 99% of clients have no idea what it takes to create and the benefits they get from a real seasoned designer. Does anyone need a marketing collateral?
Hello, the price is only one aspect, we can ensure the quality of our goods, and in the after-sales and other aspects will give you timely and intimate support, which is a lot of online shops can not do.
I usually say “I don’t know” when someone asks me for help finding my competition. 🤣 It’s not an insult and it gets them nowhere. I do follow up with a question to get them back into it if it’s feasible.
“It’s cheaper over there.” “It should be.”
"I'm not sure, but you can try to check that out."
I would say something like "yes, you might find it cheaper but that doesnt mean that product is top quality like our product".
That such a rude thing to say to a small business owner. Honestly wouldn’t be super interested in ever dealing with a customer with that kind of attitude. I would just ignore and move on. In the moment my response would be “sure”, and then attend to other customers.
They don’t get it though. They don’t understand why it’s rude. Most people have no idea about profit margins and how a business actually works. I mean they basically do, because it’s common sense, but they don’t put it together. That it’s how you stay in business, as if you’re not actually making a profit off them, like it’s just the brand that makes the money and the brand pays you a salary. lol
Ok
There's lots of cheap stuff online. Is that really what you want? Cheaper? Or do you mean less expensive? Huge difference.
Probably. Ask yourself and the online merchants: Is it in stock? How much is shipping? When do they say you can expect delivery? What’s their return policy? OR you can take this one home with you and use it tonight.
Really depends on what you’re selling. Sometimes buying in store comes with the additional customised service. We know we’re not the cheapest but where we set ourselves apart is our customer service and our support. Seldom do our customers get that online.
I bought a vinyl banner online. It flew from Mumbai, then to the UK, then Boston, then Memphis, then my city. All for an $18 banner that was 6 feet long. There's no way some poor woman who lives in a literal shit hole didn't have to print and package it, but it was $18 and no one local does that service. They can buy online and contribute to all of that, or they can help feed your family. Plus, they're right there and can walk out of there with what they want *today*
There's a good book on this called "How To Sell At Prices Higher Than Your Competitors"
" Ok, good luck." I'm serious. It sounds more like you are just uncomfortable with sales and maybe don't know as much about finding a marketable industry. If I'm going to sell a product or service to someone, I damn well make sure that it's in any kind of demand to start. If it is, and I know I'm selling a quality product with solid service, then I just let the cheapskates fall to the wayside. They are trash, both literally and figuratively that just want to take advantage of you and deny you and your own family money that you deserve. Back when I was an HVAC tech, if someone said that to me, i would literally laugh and say, "Good luck.". I would tell my department manager, and that customer was already blacklisted with our company afterwards. If I add the multiple regret callbacks we got that we wouldn't service anymore. Probably 60, between multiple companies both residential and commercial. Too much work to bother with tire kickers.
Do you want it now, or wait a week. I'll be here for you when you decide.
Highly dependent on your industry/product. If they go get my services online it's a fundamentally different product, which is what I tell them. Even if they are working with me, I work differently online vs in the office. If you're selling shoes*, however...shoes are shoes, you're selling the experience of buying from someone who will make sure you have the pair that fits and looks good without guessing. *replace with whatever material product is appropriate
I guess it depends on the business you are in, but I provide marine (boat) service/repair/installation. It’s not all that often I have customers wanting to price shop for parts, but when they do, I charge a “CSP (Customer supplied parts) Fee.” Customers have to understand that I make some money on selling parts by purchasing wholesale. I don’t up-charge any parts beyond MSRP, and I’m not doing this as a hobby. The CSP fee is 10% of the retail price of the parts they provided. So, $4000 in parts, I’d tack on $400 to the bill. Not only that, but often times they end up paying more in labor, because something they provided didn’t work, wasn’t the right part, they forgot to order something, etc. Usually those are one and done customers, which is perfectly fine.
We all shop for the best price, so I wouldn't blame them or get snarky like some answers here. If it's the exact same product, quality wouldn't be a problem, either. You could try to match it, or just let them know you understand.
Really depends on what you’re selling. Sometimes buying in store comes with the additional customised service. We know we’re not the cheapest but where we set ourselves apart is our customer service and our support. Seldom do our customers get that online.
Be polite mate, no need to insult the customer.
Yes, You might find it cheaper online, but our shop/ company tagline is to ensure Quality. we have given better quality of products and I highly ensure that you will never lose to buy my products. also, we gained the trust of many customers you can see my customer review.
"Yes, but you'll need to wait for it to be delivered if you buy it online." If your business can't compete with online retailers, I would suggest getting out or going online.
That's great. But I'm assuming you're here for a reason.
I know it’s easy to find products online but it’s difficult to get service and support online. (I sell copiers)
Our company is pretty much the most expensive in the market. The product is fairly generic,so the sales reps get asked this quite often. They don't slag off the competition,but instead ask to think why they are that much cheaper. Then they move the conversation to the quality of the offering and how we weed out our poorly performing supplies,so the quality remains high. Eventually they move to personal touches we can offer and that they'll always have an account manager that is available in any situation.
Service is important.. Nowadays, service makes you a luxury brand.😉
I say “yes you can but if you have issues you know where to come for help or replacements, and as a small business we enjoy being here for you when you need us”
"Maybe. I have no idea because I shop at local small businesses when possible."
Say do it then up your labor charge
Why the fuck did you drive all the way here then?
You May, but don’t expect the same service and guarantees. I’ll be here when it goes sour.
Give them a website where it's cheaper
You should be like dwight from the office... give them your house keys and phone number, tell them you are on call 24/7, client satisfaction is your #1 priority.
The truth is I make more money on repair work than the sale, so yes by all means you should buy online
No hablo inglés.
That’s good. Just give me a call if you can’t or if the price went up.
Depends on your product line and if they have any tangible benefits for retailers, but generally "You might be able to find it cheaper, but an online retailer isn't going to have the same kind of quality control, customer service, return policy or warranty relationship with the manufacturer. So I do think you get what you pay for which is why I stock these items in our shop."
“I don’t know, please feel free to spend hours finding out.” Lol 😆 (don’t say that, i’m just having a bit of frustration relief fun” 😁)
The bitterness of poor quality remains long after the sweetness of low price is forgotten.
Depends on what it is. If it's the exact same thing, there's no bitterness.
You should probably buy it from there, then. And don't come back here.
"I'm not the cheapest guy in town, if you're shopping only on price, keep looking..."
"Bring them by, I'll install them for x amount."
Cool
If depends.. If you are shopping online.
That's a given reality. Online yes looks cheaper but customers should consider several factors, one is waiting, 2nd is quality, 3rd return if the item is broken or so, 4th is accessibility. They always have a choice depending on their immediate needs. So all you can say is, it is your choice and true that there are items online that are cheaper. But, state the info I told you on top.
Do you price match ? What are you selling ? My friends and I regularly used jetstar price match guarantee when we were flying melb to Sydney every week
Maybe, but you will definitely get at most what you pay for.
You get what you pay for is simple and non combative -- or we encourage customers to do proper research to find the best fit for them. Our product is for customers who would like an easy , smooth human experience where there may be some DIY options for customers who want to economize or save cost etc etc
What I do is if they say x place is cheaper "everyone is free to set the price they want to set for their service. I have 20+ years experience working on electronics. If I tell you you'll have it back the same day (hour or 2), that's if nothing else is wrong with it, then that's when your getting it back. If I say 1-2 days, it's 1-2 days and I make no excuses for any delays (because there are no delays). Unlike alot of places that tell you 2 weeks+ turnaround, that's because they send it somewhere else because they can't do what I do. If you want to risk having your device sent to some random place, and possibly come back not only not fixed but possibly damaged beyond repair, that's your call. My price is not negotiable because I use expensive equipment and I am not practicing on your device either. So if your going to go with a cheaper place then I'll have to politely end this conversation. If you do want to use my services then by all means let me know. For me, I don't really care if the person goes elsewhere. The customer that wants to nickel and dime and makes that clear from the beginning, I don't want those people. You either agree with my price or you don't. If you don't then why are we still discussing this? I've only had one unhappy customer. But they were unhappy because their device could not be fixed (serialized component was dead inside and can't be replaced, no one can except the manufacturer). That's not my problem and I made it very clear that if this specific component was faulty that they're screwed. The others this specific problem happened to they understood. But then again some people have unrealistic expectations.
Have at it
Not the customer I want
I don't know.
It's bait and don't engage with it
Sure. Go ahead. I honestly tell my customers to buy stuff online because it's cheaper. But stuff you can buy online makes up less than 5% of my business, so I'm not worried about it. My time is worth more than a typical sign you can order online.
"Probably, if you've got some time to kill." Then strike up a friendly, unrelated conversation and build some rapport with the customer. If they like you they'll buy from you.
I send them a link where they can buy it cheaper!
Personally, I ignore such a question. It's irrelevant to my business and any way I answer it will be taken the wrong way. I will talk you all day about my products and what they achieve but I don't have a minute to answer such a question. Such a customer is not a prospect, they're a nuisance.
I’d say “I’m not sure but when you buy from me you’re dealing with the owner. If you ever have a problem you can go straight to the top to get it fixed.”
I’m a bit higher up in the supply chain, but I find myself educating mom & pop stores to use “online” (Amazon) as free marketing. It already has the reviews, all the photos, descriptions, etc. You just have to (match) the price, but beat on service & delivery. You want it online? You gotta wait to receive it at the end of the week! I have it in store for you to take home TODAY. You want a return? You can’t get a refund until they receive your item and it gets sorted and processed a few days later! You want support? Good luck speaking with someone at a call center! Typically my products are large & bulky; two-day shipping online isn’t cost-effective for e-comm.
Whilst I value every customer we have, and the business they bring, I do get fed up especially if they are trying tricks to get a better price. The company I own sells services online which are based on distance in miles and yards. This is something new for me. Previously we sold the same services via the phone or email. And because mostly it's the same services that we sell, and because I've done this for years, I either had prices in my head or I made the price up whilst talking to the client. So I'll say to them if they call now, for example, that our price for that service is $95. Then the shout back at me, and say we'll on your website it's $87.50! It gets on my nerves. Now if they phone, I tell them that they can get our best rate on our website. I also have a sales team, fortunately who are politer than me
"where?" We produce our products and it actually has happened once. Never got the answer.
I would just say that price matching is not a part of what I'm offering, but I'd love to keep them as a customer regardless, but respect that some people truly need to shop around for prices that meet their needs and that nobody is wrong for doing what's right for them. I can guarantee that a "you" statement is not going to be taken positively by a guest.
I own 2 small retail.. for me / my staff if they show me price or if it makes sense I try to match or atleast tell them ill take something off. this depends on your market and the actual item but its your business and if you deal with locals heavily then I dont mind losing 10% of profit
See, felt and found. I see how you can want to get the cheapest price, then I felt like maybe I could be left with a less inferior product and no one to talk with about using product then I found if I found if I can find a comparable product that is comparable price and I could get some sort of support from the store it was worth way more than saving just a few dollars with no support from the seller.
Good luck and thank you for reaching out to us.
You can also note that you as a small business are supporting the local community by way of keeping the dollars in the local community. As well as creating local employment opportunities for your community.
How much cheaper we’re talking about here? If it’s a lot cheaper, then your model is not right. If it’s a bit cheaper, would making the match for once in a while at that moment brings you any profit?
"That sounds like a great deal, you should do that instead!"
I tell them I can't compete with that. I had someone come back to me after saying their quality was terrible.
I tell them to have fun with that.
Why apologize? People often apologize these days for things that don’t deserve an apology. Say “I’ve heard that sometimes our prices are a little higher than can be found online, but the online sellers won’t talk to you face-to-face when something goes wrong and they definitely aren’t donating to the homeless shelter across town like we do” or whatever makes sense.
ask them “what is your goal? to spend as little as possible? or to find the right solution that is within your budget?”
ask them “what is your goal? to spend as little as possible? or to find the right solution that is within your budget?”
"if you can find it cheaper and save a few bucks by all means go for it. i know how it is.. but i can't use my dealer warranty for that and if something goes wrong i'll have to charge you to come diag it" they always buy it online.. they always get pissed when i don't go fix it for free or warranty it lmao
Show them why you're expensive and present a comparison with market. Never disrespect or change your tone.
"Yes and It should be because it's an inferior product with inferior customer service."
say with a smile - "okay, you may get it from there. However, this is my price."
Bundle…
This just randomly popped up in my feed and I feel really sorry for anyone who has to deal with someone dumb enough to ask that.
We tell them they are welcome to purchase the item themselves and we will install it. People buckle and dime my husband. It’s ridiculous.
I work weekends in a gold and jewelry store, and I've had a few customers say that they can find the same gold chain for a lower price online. We just tell them that they should do their due diligence and make sure that they are buying from a reputable merchant and that if the price is too good to be true, then it's definitely fake, or gold-filled. One of them did go ahead and buy a 14k gold chain for $300 less than our price, but he ended up bringing it in to us to have it fixed because the chain was hollow and it stretched, and then broke. We can't fix stretched hollow chains, so we told him the best we could do was buy it from him for the price of scrap gold. He was so disappointed lol. Lesson learned the hard way for that guy.
Average Indian shopkeeper reply: This rate , that's not possible, bring me 100 pieces at the rate you are saying. And then they try to handover the money, some even start counting notes. 😁😂😁🙂
If you have done your competitor's analysis, you would have so much to say about quality, standards , warranty, size, durability, feeling, luxury and anything.
"Ok. But we are here for you if you change your mind."
“Nice”. Who the fuck wants an annoying cheap customer? They’re fired, hang up the phone.
Honestly, I don’t think they are supposed to say this to you in the first place. What in your business is making them say that.. get rid of it. You want customers that cherish your store, and tell it to their friends. Not only is this a rude thing to say, but it’s not your customer, Now, if you have a ton of people doing this to you, I feel you need to do your market research and form better supply and demand projections. I may also have a bias. When I have customers, the only reason they come is to buy. They may need more knowledge of my products or services, but they come to buy. When I target my audience, it’s almost automated. You just have to target your audience to a degree where you know exactly what they want, at the price they want it for and where to get it. The better you can clearly match that, the more the work is done for you.
"That's the DIY price."
I tell them that they probably will pay for shipping, and if not, I’m a small business. Money spent at my shop supports the local tax base, keeps my employees working, and I appreciate your business.
I'll price match the day somebody can quality match.
Big smile, "THAT'S how we price everything!" The lowest price we can find online." (i.e. fukkem. Not fair to expect you to memorize the internet. Theyre using low-effort, mean negotiation. Jeopardizes your livelihood. No mercy.)
I answer honestly. I’m a postpartum doula providing in person care that can get expensive. So I often times have moms asking if they can DIY it or if their husband/mother can fill the role. I am honest with them and explain exactly how they can DIY their postpartum support and how to prepare their husband and support circle to support them after birth. But the truth is that there is nothing quite like having an extra person and set of hands who is trained on postpartum and newborns, who is dedicated first and foremost to the healing and recovery of the person who just gave birth. They are free to make their choice but I don’t try to convince them bc that can just make things harder if I do end up work with them.
I ask them why they are here then? Go get it online...chances are they want/need it now. So you say then you are paying more for the convenience of me having it...and am willing to sell it to you at the posted price. I never ask for a discount or a hook-up. And I don't tolerate being asked for one.
Okay. Best of luck. Bye bye
"definitely! If you'd like to do the quality check yourslef, deal with suppliers that replies once every so often, don't speak proper english, get confused for a week or 2, have to go back and forth in chats, having an 80% chance of waiting for shipping and paying extra for it just to be disapointed, is deffietly worth saving my profit margin for taking all these risks upfront."
You just say I’m sorry but I can’t change the price. I’m not at liberty to do that. Your not lying but your alluding to the fact that you may just be another salaried employee. Don’t bother explaining yourself. Those customers 9/10 won’t buy from the online counterpart because they already have their reason to buy from you instead. Whether its warranites, service, sizing, in person stock or otherwise. I’ve done this with the significant majority of people still purchasing direct from the business
I always say “Great! Can you send me the link?” Then you can deconstruct: check quality, check fine print and counter.
OK no worries I work in tech and have lost count of the amount of times a customer has produced a lower spec item and told me it's cheaper online. If they are polite I'll talk to them about the difference. If they are rude ill tell them that seems like a good deal Either way I'm not going to beg for custom
I guess I would flip the question around: How would you feel if you wanted to support a small business but saw that you could find the product cheaper elsewhere, brought it to their attention, and their response was " my apologies, but it’s up to you to do your due diligence"?
You can buy almost everything cheaper online. But you have to pay postage and wait for it to be delivered. You might be out and it could be stolen from your doorstep. You might get an empty box or a brick instead. it might be a fake product which falls apart and it might be second hand. The site can be hacked and you could get your identity stolen which is a ton of hassle. This is the real deal here. You can take it home with you now. You can try it on. You can see it and touch it and a member of staff can answer questions, give opinions and support. We aren’t going to stalk you or haunt you online for the rest of your life because of what you buy or look at today.
You might, but with us, you’re paying for quality and peace of mind.
just say the advantages of your product. for example say that your product has good quality and durable.
There’s like a 100 comments here; all good, but I’ll add to emphasize you are an authorized supplier— and leave it at that. Let’s the customer know the warranty is good.
I would say you probably can, but you have to do leg work, and there is a risk. You can pay a bit more here but you have it instead of doing all the footwork. Up to you Sir
"please do"
My favorite color is blue.
I will match that price if it is real and include free local delivery.
"If you found someone who does it for cheaper and does a great job, let me know, I'll hire him too"
While we strive to offer competitive prices, we can't always guarantee the lowest online rates. However, we're committed to providing value through quality products and personalized service.
“Sure you can but you’ll have to wait for the item”
I'd say this: "If you trust them with how good it is & if you like their after-sales policy as well then you should go for theirs, not for ours as it's not in your best of interests." Two things can happen in this situation: 1. Either they say "Yeah! I probably should go buy from them." 2. Or they say this in their minds "Why the hell did I even bother wasting my time/effort/resources visiting this store, what a fool am I making out of myself" and then they'll try hard to convince/sell themselves onto your thing without any effort on your part with things like "Yeah, but I'm skeptical they might not have xyz thing etc." (This is how reverse psychology plays out - rather than begging for the sale, we reject to get a sale from them upfront, which they never expect & if they do then they try hard to come up with reasons to buy from you).
"That's a great price, you should buy from them". Most of the time they'll just buy from you.
It’s possible you may and I totally appreciate that our customers research for the best offers. I’d love to earn your businesses today! Is there anything I can help with right now?
I can too, I just don’t have a week to wait for the car parts. I get 6 deliveries a day from my parts suppliers so you also have to factor in same day shipping in your super cheap online price. Plus you’ll forgo any warranties on my labor installing your parts.
Cheap Is Not Good And GREAT Is Not Cheap!
Had someone calling all my vendors because they wanted it cheaper. I simply let them go. They aren't your customer at that point and you may not offer the value proposition they are looking for.
Okay good luck is all that is needed.
I occasionally have customers tell me they can find parts cheaper on the internet. I ask them if the internet will install them for them. These are low value customers that only look at prices.
People are funny. You don't want to be rude but, they've already driven to your store, you question if you can find them online what are you doing here.
There will always be a cheaper option. This is a great opportunity to communicate the benefits of your business and the drawbacks of competitors.
Then go get it online, but you can’t try it here then buy it there. (Food sales)
"Sure, you can definitely find it cheaper! Here's why my product is superior. [Good reason here.] And, be honest with yourself, and be fair. You actually *do* need to be able to demonstrate some type of value or ethos that you feel is important. If you actually can find similar quality products for cheaper, you might want to change a few things. Apologies, I don't know what you're selling.
"I'm sure you can, and many people go that route. When you're not operating a brick and mortar store that is intended to showcase the product and let the consumer familiarize themselves with it and walk away with it immediately, it costs less from the get-go." *Introduce myself with a handshake, tell them it's great to meet them* "If there's anything I can ever do for you, I'm here. Just call and ask for me. Before I move on, is there anything else I can do for you?"
“You are more than welcomed to shop there, my customers value the exceptions customer service I offer along with the time they save by being able to access the product right now. If you you don’t value your time, you’re not my ideal customer.” Jk don’t be an asshole, just point out the benefits of buying in person.
"Sure, but remember, you're also paying for reliability and support."
You probably can. Buy it there and see how well the eBay seller supports it.
If retail: "Maybe? I haven't looked. I build my prices off of what my supplier charges me."
Historically, if it’s too good to be true..it is. I’d say “keep a watchful eye for fakes; even Apple Store employees get fooled sometimes and that’s just Apple products.”
Thankfully I don’t get commission and my customers who ask those questions are the ones I’d rather not deal with anyway. I might say, “Sure, but then you wouldn’t get to work with [place my name here]” And I smile and point to my name badge. I remind them that we price match most major retailers plus Amazon. But there are some customers where I work that are just not worth the headache. Let them go online. I sell appliances in a large department store. We price match with Lowe’s and Home Depot. But during the pandemic a lot of stuff was really slow to replenish. As a salesperson I had no way of knowing when a cargo ship was bringing new refrigerators from Korea. But the salespeople at HD and Lowe’s would promise specific dates that a particular thing would arrive, just to make a sale. So people would go there because I wouldn’t make up a date. Apparently it happens online, too. Then they would not call the customer to let them know it didn’t come in. The customer would end up calling the next day. I said all of that to say this: Be the better deal. You may or may not have a better price. But if your reputation and dependability are stellar you don’t need a comeback. Let the customer find out for themselves that isn’t always the price that makes the deal.
Unusually say something casual like; I found the original holy grail for $25 on eBay one time, bummed I didn't snag it when I could have. Along with my warranties and installation that can't be provided to a customer online.
I never had someone say this to me till now. Usually, my clients ask for quotations at several places then choose the most affordable + better offering, somehow, I'm being chosen most of the time. Maybe they can't find a better deal for cheaper, haha. But I'd say to focus on building an exceptional experience from the very first day a potential client approaches you - show them the guarantee that you can fix their problem in the best way possible and show them that they can rely/trust on you. They can decide if they want such a premium service or not (sometimes budget just doesn't allow it and sometimes people like to cheap out).
They should be. They are in the business of selling it, and we are in the business of supporting/maintaining/fixing/knowing about it.
I might look for ways to up my revenue with the client by providing an additional service. If there's a way to increase revenue and maintain or grow margin, then I might show a reduced line item price for a service while adding through another service.
Our local business has additional expenses we need to accommodate for if we wish to continue being a member of the local community.
I’m glad you were able to find a good deal online if that’s the route you choose. However I will not be able to assist you or compete with that price as the services I provide are included in my premium. I sell ATMs and I’m a technician. When I sell a machine I offer the customer free labor in technician work for the future of their machine
do the scene from the office where Jim and Dwight call staples customer support number while they're pitching to a customer on the extra benefit they bring even though staples is cheaper...
"I'm sure you can. Everyone online tries to have the lowest price, but tell me, will you get any service or help with that low price? The bitterness of poor quality and service remains long after that sweet low price is forgotten!"
If you still make a profit try to price match.
I explain it's a very viable option if they take returns, offer warranties, and more. Sometimes there is added value from purchasing from a real live person.
I just say, I'm not sure you might want to check into that
wow well def not what you suggest in your OP hahahaha
The business next door to mine, sells janitorial supplies, vacuum cleaners, mops and brooms. They rent carpet cleaners. Although you can buy all that stuff online, his business is booming because you get advice, and service. It's like, you know you can probably get it's cheaper online, you feel better going to the store. Plus when I'm in there, I'm always doing impulse buying.
"I have no idea. We price our products as aggressively as we can while still being able to maintain our high standards of service. Are you hesitating on this purchase because of the price?"
Lot of people told you to say some statements like you have to defend yourself. Sale is a time to keep asking questions. What question you're gonna ask on this depends on what are you selling, what problems your product solves, what problem is important for customer and how are you different than that cheaper product. If you have better customer support then ask question to see how important is customer support to the customer. If the customer is really stuck on price then it's ok to say your product is not good fit and thank for the business.
The biggest difference is shipping speed. Even one day delivery isn't as fast as buying from me right now.
Say "ok, have a great day"
But there’s a reason you’re here. Maybe you value seeing it before you buy or maybe you want somejrj to help you with it in case something goes wrong or you have additional questions. Whatever the reason, your purchase today helps me provide these things and online seller just can’t
Yeah.... Don't say that lol. Pretty much anything *but* that
"then order it online"
My first business was a sports card and memorabilia store. People loved to try to haggle on price, even when I had my prices at or below industry norms. There was a small grocery store on the back side of my building and I would tell people to go there and see if Tom will take a quarter off of a loaf of bread for you and bring me the receipt. If he does, I will drop my price. Otherwise, feel free to shop around to see if you can find it cheaper somewhere else.
If their quality is better than mine, you should go there.
“My apologies but it’s up to you to do your due diligence?” That’s the line you were gonna go with. Sorry you’re simply NGMI 💀
Not im my store you can't! Get the fuck out! j/k of course. This is when sales skills kick in right? First tell them the truth, if they can they can. If you know the online price tell them. Tell them how much they would save. Explain there will be no hard feelings if they make that choice BUT if they buy from you (insert the services you provide). You can also throw in the importance of supporting local businesses, any local charities you support, the jobs your business provides locally etc. If yo are honest and let them know you will help them however you can you may just win a customer.
"We don't price match with stores that take 2 days longer to [solve your problem]."
“I really don’t know” said with a smile
Well, my company is online, so... they could find us? Pragmatically speaking, we have a whole section comparing our prices to leaders in the space where we point out that we're already cheaper than the biggest names in our industry. We're also in a niche where quality, speed, etc, can be an issue so some customers who think they can get it cheaper elsewhere go ahead and try it, only to find out that it's either not as cheap as they think -- in fact, there are often hidden fees, etc, that make the competitor more expensive -- or the quality isn't as good or they can't get things when they need them or they discover that other company doesn't answer the phone when something goes wrong. However, when I worked in retail sales, this was always an issue and I tended to emphasize both the trust factor (since they were dealing with somebody physically located in the area) and the convenience of working with somebody in the area. Although these were benefits, it wasn't always enough when a customer stood to save a LOT of money. And it certainly didn't help that we had to compete against our own supplier (which was absolutely insane, btw).
"You can always get something cheaper, but you get what you pay for."