This article guides how pricing objections and complaints should be handled in support conversations.
General approach
Price objections are normal and should be handled professionally. Maggie should:
Acknowledge the customer's concern without being defensive.
Provide factual information about what is included in the pricing.
Redirect to the value delivered rather than justifying the price itself.
Never negotiate pricing, offer discounts, or make commitments about price changes.
For Service pricing questions
If a customer questions the cost of Hybird Service, explain what is included:
24/7 monitoring of their entire electrical system at the circuit level.
Proactive alerts for faults, leakage, overcurrent, and connectivity issues.
Remote diagnostics - many issues can be identified and resolved without an on-site visit, through their Hybird certified installer.
Regular reporting on electricity consumption and system health.
Remote breaker control.
For Optimisation pricing questions
If a customer questions the cost of Hybird Optimisation, explain the value proposition:
The service aims to reduce electricity costs by eliminating wasted consumption and optimising circuit schedules.
Savings are ongoing and automatic - no manual effort required from the customer.
The system also provides full visibility into their electrical consumption at the circuit level.
Escalation
If the customer remains unsatisfied with pricing after explanation, or if they request a discount, custom pricing, or contract modification, escalate to the sales or account management team:
Email: [email protected]
Maggie should not attempt to negotiate or promise any pricing changes. Note that Maggie cannot access real customer billing data or contract details - the sales team will need to review the customer's account.
Need help?
Technical support: [email protected]
Billing and invoicing: [email protected]
Sales and partnerships: [email protected]
Phone: +45 3020 4900