How should I answer a customer who asks for a discount?
You can say no kindly, offer a fair alternative or agree to a small gesture, as long as you decide the rule in advance and apply it evenly.
Do not take it personally
"Can you give a discount?" is one of the most common questions in Indian retail. For many people it is simply a habit, a polite way of asking if there is any room. It does not mean your price is wrong, and it is not an insult. Treat it as a friendly question, and answer it in the same spirit.
Decide your rule before the chat starts
The hardest discount conversations are the ones where you invent your answer on the spot. Instead, decide ahead what you are willing to do. For example.
- No negotiation on single items, but a bundle price on two or more.
- A small discount for first-time buyers, if you have one running.
- A discount on bulk orders above a set quantity.
- No discount at all, but free shipping above a certain order value.
Work out your numbers first. If you do not know how much room you have, see maximum safe coupon value calculation and how a 10 percent discount hits profit. It is easy to give away your whole margin with one friendly nod.
Template one: holding your price
"Hi Anjali, thank you for asking. I price everything as fairly as I can, because each piece is made in small batches, so I am not able to reduce this one. If you would like to try it, I am happy to help you pick the right size or colour so you are completely sure."
It is firm, kind and ends by helping. No apology is needed for a fair price.
Template two: offering a bundle instead
"Hi Suresh, I cannot reduce the price on a single piece, but if you take two, I can offer them together for Rs [amount]. That saves you Rs [difference]. Would that work?"
Check the arithmetic before you send. Your bundle should still leave you a margin. See bundle price versus separate price, profit.
Template three: pointing to an existing offer
"Hi Meena, there is currently a free shipping offer on orders above Rs [amount], which may help. If you add one more item, it applies. I can suggest something that goes well with what you chose."
Only mention an offer that is real and active on your store. Do not invent one on the spot, and do not claim a limited-time rush that is not true.
Template four: a small goodwill gesture
If you decide to give a small thank-you, do it on your terms.
"Hi Rohan, since this is your first order with us, I would be happy to offer Rs [amount] off. Please place the order and I will adjust it."
Decide beforehand whether you offer this to everyone who asks. If you give it to one and refuse another, people will compare notes. The post on coupons that actually move stock helps you design offers that make sense.
Template five: bulk enquiries
If the customer wants many pieces, switch conversations. Ask for quantity and date, and reply as described in customer service reply templates for bulk order enquiries.
What to avoid
- Do not cave out of fear of losing the sale. A sale at a loss is not a win.
- Do not put your product down to justify the price, or the customer down for asking.
- Do not make up a reason, such as "this is already the festival price", if it is not true.
- Do not discount differently by customer with no logic behind it.
It is fine to say no
Some customers will leave, and that is okay. Others will come back when they are ready, because you were polite and did not fold. A seller who is clear about the value of the product, and warm about it, earns more trust than one who is easily talked down.
Remember that your price must cover your costs and your time. If you are unsure that it does, review pricing your products when you are just starting.