How can you handle a customer who is asking for additional services or features?

1 Identify the source of the request

The first step is to understand why your customer is asking for more. Is it because they have a genuine need or problem that your solution can address, or is it because they are trying to get more value for their money, or is it because they are influenced by a competitor or a stakeholder? Depending on the source of the request, you may need to adjust your approach and strategy. For example, if your customer has a new or urgent need, you may want to explore how you can help them solve it, while if they are simply bargaining, you may want to remind them of the benefits and value of your solution.

2 Clarify the scope and impact of the request

The next step is to clarify what exactly your customer is asking for, and how it will affect the scope, timeline, and budget of your project. You may need to ask questions, request specifications, or consult with your team or manager to get a clear picture of the implications of the request. You may also need to educate your customer on the trade-offs and costs associated with their request, and how it will impact the quality and delivery of your solution.

3 Offer alternatives or concessions

The third step is to offer alternatives or concessions that can satisfy your customer's request without compromising your profitability or value. You may need to be creative and flexible, and look for ways to add value or reduce costs without sacrificing quality or performance. For example, you may offer to bundle or unbundle services or features, provide discounts or incentives, extend warranties or support, or modify terms or conditions. You may also need to ask for something in return, such as a larger order, a longer contract, a referral, or a testimonial.

4 Seek agreement and confirmation

The final step is to seek agreement and confirmation from your customer on the revised offer or contract. You may need to summarize the main points, highlight the benefits and value, and address any objections or concerns. You may also need to involve other decision-makers or influencers, and get their buy-in and approval. You may need to provide a written proposal, a contract, or an invoice, and ask for a signature, a deposit, or a payment.

Handling a customer who is asking for additional services or features can be challenging, but also an opportunity to demonstrate your value and skills as an outside sales professional. By following these steps, you can negotiate effectively and maintain a positive relationship with your customer.

5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?