How to Handle Customers Demanding Higher Price Than Shown

🎯 Purpose:

To guide the support/sales team in professionally handling situations where a customer insists on getting a higher price than shown in the Cashkr system.

🪜 Step-by-Step Response Flow

🧏 Step 1: Acknowledge Their Expectation

“I understand you were expecting a better price — and we want to make sure you get the best possible value.”

📉 Step 2: Explain the Pricing Logic

“Our prices are algorithm-driven and depend on several real-time factors like:

Device model & variant
Physical & functional condition
Market resale demand
Age of the phone”

“So the quote shown is dynamic and reflects actual resale value at the moment.”

🔄 Step 3: Ask for Comparison Proof (If Quoting Other Sites)

“If any other platform like OLX or Cashify is offering better value, you can share their final quote with us — we’ll try to match it where possible.”

🚫 Do not ask for images of the phone.

✅ Match only based on the official final quote from other platforms (not screenshots of estimates).

🛑 Step 4: Set Right Expectations (No Price Lock)

“We do not guarantee the price shown will stay the same — after physical inspection, if the condition is different, the final payout may be adjusted.”

If customer still insists:

“We’d love to process your order at the best possible value, but we follow transparent pricing — we’ll match only verified quotes from other platforms.”

💬 Sample WhatsApp/Call Reply:

“Sir/Ma’am, our system has quoted this price based on your selected condition. If you’ve received a confirmed quote from another platform, please share it and we’ll try to match it.

The price may also change after pickup if the device condition differs from what’s selected online.”

✅ Best Practices

✅ Do	❌ Don’t
Be calm and respectful	Don’t argue or sound defensive
Ask for actual quotes (not assumptions)	Don’t rely on what customer claims verbally
Explain pricing logic transparently	Don’t make false promises
Escalate internally if you want approval for special pricing	Don’t bypass process