A customer calls about a price adjustment after seeing a lower price at a competitor. The BEST response?

A customer calls about a price adjustment after seeing a lower price at a competitor. The BEST response?

• A. This happens all the time; let me take your name and phone number and ask a manager to contact you.
• B. Thank you for calling. I am not able to answer your question; however, let me give you the number for our corporate office.
• C. I understand your concern. Please hold while I get someone to assist you right away.
• D. I realize that you are upset; however, there is nothing our company can do to help you.

Answer: (D)

The main idea here is handling a price objection by balancing empathy with clear boundaries. Acknowledging that the customer is upset helps defuse tension and shows you’re listening. Stating that there’s nothing the company can do to help sets a firm policy boundary and avoids making promises you can’t keep. This combination protects you from offering unapproved price adjustments while still showing you understand the customer’s feelings. If a policy does allow exceptions or if there are approved alternatives, those would be handled, but this option keeps the conversation honest and prevents false hope. Other responses either promise actions you can’t deliver, push the issue off to someone else, or dismiss the concern, which can leave the customer more frustrated.

The main idea here is handling a price objection by balancing empathy with clear boundaries. Acknowledging that the customer is upset helps defuse tension and shows you’re listening. Stating that there’s nothing the company can do to help sets a firm policy boundary and avoids making promises you can’t keep. This combination protects you from offering unapproved price adjustments while still showing you understand the customer’s feelings. If a policy does allow exceptions or if there are approved alternatives, those would be handled, but this option keeps the conversation honest and prevents false hope. Other responses either promise actions you can’t deliver, push the issue off to someone else, or dismiss the concern, which can leave the customer more frustrated.