如何处理下单后客户无理要求降价 Deal With Unreasonable Price Reducing
Last week, one of our fans “complained tearfully” to me by the reason that one of her customers placed an order and paid the deposit last month, but last week, the customer who was sensitive to the price knew that the price of one component decreased and he had received quotation from another supplier, knowing that the price could drop $4 to 5. As a consequence, the customer requested refund for price difference. The problem was that our fan’s company had purchased materials to ready production in line as long as they received deposit, so it was impossible to refund. He explained to the customers. Unexpectedly, the customer forced him to lower the price by canceling order. The both sides couldn’t get consensus with several communications. Helplessly, he asked me for help.
You must encounter such kind of situation, in addition to sigh, I think you must argue and never back down. But, when both sides are opinionated without concession, how to break such a deadlock? If make concession, it is unreasonable because it may lead to loss. If not, no one can benefit in a standoff.
In this case, my suggestion is, for one thing, no matter how, you must explain to the customer:first of all, the company purchased the material in high price at the time, thus, the company didn’t intentionally quote higher price to get profit; second, as the one who was so sensitive to the price, you must compare prices before placing orders because you regarded us suitable. But the change of market and the price gap now was out of our control. So it was unreasonable to request refund for price difference; For another thing, give practical advice: it is better to carry out the production as soon as possible to launch products in market as early as possible rather than to stand in stalemate to loss benefit of both sides.
His case is not common because most customer are reasonable and won’t put forward such unreasonable demand. But now that encounter it, we have to be calm and face it, finding an appropriate solution.
First, inform customers of reasons; Second, provide customers with solutions because everything is in vain when he didn’t accept any explanation. Actually customers understand what you said but they just want to get the largest interests for himself. On this occasion, the most effective way is to provide a persuasive solution to make him accept.
Such as in this case, what we can do is to complete the production as soon as possible to let the customer launch goods to market as soon as possible, winning advantage, rather than to entangle with the refund, because in terms of suppliers, refund or canceling order is impossible, for it will cause a great loss to company. But, if we firmly reject the customer, it will destroy our relationship, even if succeed in shipment, the customer may not support us stably.
So, in the process of communication, we must pay attention to the tone and manner. Under the unreasonable demands, standing our ground is a must, but also must pay attention to the tone that we treat customers. You can’t say angry words, but talk with customers on the premise of problem solving.
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