What do you do if your clients are resistant to negotiating in an after-sales position?

1 Understanding Resistance

Understanding the root of your client's resistance is crucial. Clients may resist negotiating for various reasons—perhaps they feel they've already spent enough, or they might not see the value in the additional services or terms you're proposing. It's your job to listen actively and empathize with their concerns. By acknowledging their perspective, you create an environment of trust. Use this as a foundation to explain the benefits and protections that come with what you're offering. Remember, it's about finding a balance that respects the client's desires while also looking out for your company's interests.

3 Flexibility in Approach

Flexibility can open doors that seem firmly shut. If a client is resistant, it might be time to reconsider your approach. Are there alternative options or compromises that could be more appealing to them? Show that you are willing to work with them by suggesting different solutions. This could involve adjusting payment plans, extending service terms, or customizing packages. Your willingness to adapt can alleviate their apprehension and demonstrate your commitment to a partnership rather than just a transaction.

4 Building Value

Building value is essential in overcoming resistance. Your clients need to perceive the worth of what you're offering beyond the initial sale. Highlight the long-term benefits, such as peace of mind, cost savings, or enhanced service quality. Use anecdotes or examples that resonate with their situation to make your offerings more tangible. When clients understand how these services can positively impact them or their business, they are more likely to be receptive to negotiations.

5 Patience and Persistence

Patience and persistence are virtues in after-sales negotiations. Resistance doesn't necessarily mean refusal; sometimes, it's a signal that your client needs more time or information. Don't rush them into a decision. Instead, provide them with the necessary details and give them space to consider. Follow up with them after a reasonable period, and be prepared to revisit earlier discussions or clarify any lingering doubts. Your consistent yet non-intrusive presence can sway their decision-making process in your favor over time.

6 Alternative Resolutions

Sometimes, despite your best efforts, a resolution may not be immediately achievable. In these cases, it's important to have alternative resolutions ready. This might mean escalating the matter to someone else in your organization who may have more authority or expertise in negotiation. Alternatively, propose a temporary or trial solution that allows the client to experience the service without a long-term commitment. Having a backup plan ensures that you're prepared for any outcome and keeps the conversation moving forward.

7 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?