The Situation
A customer is unhappy about renewal pricing and questions the value of the relationship.
Why This Conversation Is Difficult
- Money makes the conversation emotional
- Discounting too early weakens value
- The customer may threaten churn
Your Goals
- Anchor the conversation in outcomes
- Name concerns clearly
- Explore options without panic
- Agree on next steps
Phrases That Work
"
Before we talk numbers, I want to make sure we are aligned on the outcomes you need.
"
I understand why that increase raises questions.
"
Let’s look at the options that protect the outcomes you care about.
Common Objections & How to Handle Them
"We will leave"
Stay calm and explore the business driver behind the threat
"You have not delivered enough"
Ask for specifics and connect to a recovery plan
Ready to Practice?
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