What to say when a customer says “too expensive” on the phone: 4 steps and ready phrases
Sado AI team · · 4 min read
In short
When a customer says “too expensive”, don’t give a discount at once and don’t defend the price. Agree first (“I understand”), then ask what they are comparing with or what budget they had in mind. Based on the answer, explain what the price includes in terms of their own need, offer a cheaper option or instalments if you really have them, and agree a next step. “Too expensive” often means “I don’t see the value yet”: a question reveals the real reason.
What “too expensive” really means
It’s one phrase with different reasons behind it. Find out which one before you answer:
- The budget is short: the customer expected another amount.
- They don’t see the value: they don’t know what the price includes.
- They compare with a cheaper offer without knowing if it’s the same thing.
- They expect a discount: a habit of bargaining.
- Someone else decides: a spouse or a boss has to agree.
Each reason needs a different answer, so your first sentence after “too expensive” should be a question, not an explanation.
Answering “too expensive” in 4 steps
- Agree, don’t argue: “I understand, a kitchen isn’t a small purchase.” That one sentence lowers the guard.
- Ask a clarifying question: “Which offer are you comparing with?” or “What amount did you have in mind?” Then stay quiet and listen.
- Link the price to their need: “The moisture-resistant board you asked for and the installation are both included.” Don’t run down the competitor; just say what to ask when comparing.
- Offer a way forward and set the next step: a simpler material, ordering in stages or instalments, but only if your company really offers them. Then: “Shall the designer price a second option?”
Don’t lead with a discount. It shows the price was made up, and the next customer will expect one too.
What not to say, and what to say instead
| Don’t say | Say instead |
|---|---|
| “It’s not expensive, that’s the market price” | “I understand. Which price are you comparing with?” |
| “If you want cheap, go somewhere else” | “Let’s also look at an option for your budget” |
| “Fine, I’ll give you 15% off” | “Let me tell you what’s included, then you compare” |
| “Quality is worth it, trust me” | “The board is moisture-resistant with a five-year warranty; ask for that elsewhere too” |
Sample call: kitchen furniture
Diyor Mebel sent a customer a kitchen quote yesterday. The salesperson calls back:
Sado: Assalomu alaykum, this is Jasur from Diyor Mebel. We sent you the kitchen quote yesterday. Did you see it?
Caller: I did. Honestly, it’s expensive.
Sado: I understand, a kitchen is a big expense. Did you get a price somewhere else?
Caller: Yes, a craftsman quoted a lot less.
Sado: Did you ask him what board he’d use and whether installation is included? Our price includes moisture-resistant board, installation and a five-year warranty.
Caller: No, I didn’t ask that.
Sado: Then let our designer price a second option with simpler fronts, and you can compare both. Is tomorrow at ten a good time for him to call?
Caller: Yes, he can call.
Jasur didn’t cut the price or run down the craftsman. He asked a comparison question and closed with a next step.
What an AI operator does when it hears “too expensive”
Sado’s AI operator answers from the facts you give it: what the price includes, the warranty, instalment terms. It doesn’t invent discounts; it mentions one only if you wrote that rule. If the question touches something it doesn’t know, it says a manager will call back and creates a task.
If the customer is ready to buy or wants a manager, the operator transfers the call to staff by your rule. For incoming calls see the AI call centre; for calling back people who got a quote, outbound calls. General price questions: FAQ. Try it live or call 78 778 01 23.
Questions
Should I give a discount as soon as the customer says “too expensive”?
No. First find out what they compare with and what the price includes. Give a discount only if your company has that rule, and as the last step.
What if the budget really is too small?
Offer a cheaper option or instalments if you have them. If not, thank them and ask permission to call later: things can change.
Should I say the price at the start of the call?
If the customer asks, yes: hiding it costs trust. After the price, add in one sentence what it includes.