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I’m about to lose a customer who says they’re
going with another company because of price.

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I’m sure price isn’t the main issue.

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So if I can find out what’s
really driving this decision,

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I may be able to save this account.

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I don’t quite know the best way to do this.
What do you think I should do?

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Here you can use the
mini-commitment tactic by asking,

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“Are you saying that if my price were equal to,

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or even lower than my competitor’s
price, we would remain your vendor?”

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If the customer says, “Yeah, absolutely,”

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then you’ve confirmed that price is the main issue
and you’ve got some price justification to do.

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If the customer hesitates or says “no”

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then you have more leverage to get the
customer to tell you the real reason

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they want to switch to a competitor.

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You might say something like, “Well, if price
isn’t the issue or isn’t the main issue,

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if you would tell me what it is then I could
at least have the opportunity to address it.