Customer Asks About Pricing

Customer Asking About Price Right Now?

Quick decision:

  • Basic pricing info? → You can explain (see below)
  • Disputes, refunds, discounts? → Escalate to account team

Never guess prices! If you don't know, say so.

What You CAN Discuss

  • ✅ Service pricing - If it's shown in the system
  • ✅ What's included - Break down what they're paying for
  • ✅ Diagnostic fees - Standard charges
  • ✅ Appointment costs - If visible in opportunity

Where to find pricing:

  • Look at the Opportunity section
  • Revenue field shows the price
  • This is automatic based on service type
Revenue field in opportunity
The Revenue field shows the service price

What You CANNOT Discuss

  • ❌ Discounts - Not in your authority
  • ❌ Refunds - Escalate to account team
  • ❌ Price matching - Escalate
  • ❌ Custom pricing - Escalate
  • ❌ Billing disputes - Escalate immediately

If they ask for any of these → Escalate

Scripts for Common Situations

Customer asks "How much will it cost?"

"Based on the service you need, the cost is [amount from system]. This includes [what's included]. Would you like me to schedule an appointment?"

Customer says "That's too expensive"

"I understand. Would you like me to connect you with our account team? They can discuss options with you."

Then escalate if they say yes.

Customer asks for a discount

"I'm not able to adjust pricing, but I can connect you with our account team who has more authority. Would that help?"

Customer disputes a charge

"I want to make sure this gets resolved properly. Let me escalate this to our account team - they can review the charges with you."

Escalate with category: Billing

Important Rules

DoDon't
✅ Quote prices from the system❌ Guess or estimate
✅ Explain what's included❌ Promise discounts
✅ Escalate billing disputes❌ Try to resolve refunds yourself
✅ Be transparent❌ Hide fees

If Price Isn't Showing

Sometimes the price isn't visible:

  1. Check if opportunity is created - Price appears after service is selected
  2. Verify service type - Different services have different prices
  3. Still no price? → Tell customer you'll have someone follow up

"I don't have that pricing information available right now. Let me have our team follow up with you with accurate pricing."

When to Escalate

Escalate immediately if customer:

  • Disputes a charge or bill
  • Demands a refund
  • Asks for discount you can't give
  • Threatens to cancel over price
  • Compares to competitor pricing
  • Is upset about any cost

→ How to Escalate

Quick Tips

  • ✅ Be transparent - No hidden fees, be clear
  • ✅ Explain value - What are they getting for the price?
  • ✅ Don't apologize for prices - They're set for a reason
  • ✅ Escalate when unsure - Better safe than sorry
  • ❌ Never guess - Wrong price = angry customer later