Customer Objection Handling (Price, Pickup Delay, Competitor Offers)
Purpose: For Inbound Sales & Follow-Up Teams
This SOP equips Sales teams with clear logic + exact responses to handle the most common objections without over-promising and while protecting Cashkr’s pricing integrity.
1. Purpose of This Module
To help Sales:
✔ Confidently handle objections
✔ Convert high-intent leads
✔ Maintain trust & transparency
✔ Avoid false commitments
✔ Improve lead → order conversion
Mindset:
👉 Understand first, reassure second, convert last.
2. Core Objection Categories Covered
Price Objection
Pickup Delay Objection
Competitor Offer Objection
Each objection has:
Why it happens
What NOT to say
Approved responses
Correct disposition
3. PRICE OBJECTION
Customer Says:
“Price is too low”
“I was expecting more”
“Other apps are showing higher”
Why This Happens
Customer selected stricter conditions unknowingly
Comparing base prices without inspection logic
Expectation mismatch
Market volatility
What NOT to Say
❌ “This is the final price, nothing can change”
❌ “Other platforms are fake”
❌ “You won’t get more anywhere”
Approved Response (Step-by-Step)
Agent:
“I understand. The price you see is based on the condition options selected.
Final price is always calculated after physical inspection, and we don’t deduct anything without reason.”
⏸ Pause
“If your device condition is better than selected, the price can improve.
Also, we provide instant UPI/bank payment at pickup with no hidden charges.”
If Customer Mentions a Number
“May I know what price you’re getting elsewhere?
I’ll check if we can match it.”
👉 Rule:
You may attempt price matching, but never promise without approval.
Correct Disposition
Connected → Waiting for Quote
OR Create Order (if customer agrees)
4. PICKUP DELAY OBJECTION
Customer Says:
“Vendor didn’t come on time”
“Pickup is getting delayed”
“No one has called me yet”
Why This Happens
Vendor availability issue
Area-specific shortage
SLA breach (Ops issue, not Sales)
What NOT to Say
❌ “Vendor will come for sure in 10 minutes”
❌ “System problem, nothing we can do”
❌ Blame vendors openly
Approved Response
Agent:
“I’m really sorry about the delay.
Let me check this immediately and coordinate with our pickup team.”
⏸ Check Admin Panel
“I can see your order here. I’ll ensure the pickup partner contacts you shortly or we reassign another vendor if needed.”
If Lead Is Still in Lead Stage (No Order Yet)
“Once the order is confirmed, pickup is usually scheduled quickly.
Would you like me to help you place the order now so we can assign a vendor?”
Correct Disposition
Connected → Create Order (if lead stage)
OR CX Escalation (if order exists)
5. COMPETITOR OFFER OBJECTION
Customer Says:
“Cashify is giving more”
“Another app is paying higher”
“I got a better deal elsewhere”
Why This Happens
Competitor showing pre-inspection price
Hidden deductions later
Delayed payment models
Customer comparing ads, not final payout
What NOT to Say
❌ “They are cheating customers”
❌ “Their price is fake”
❌ “We are always better”
Approved Response
Agent:
“That’s fair. Just one thing to keep in mind—
many platforms show higher prices initially but reduce it during pickup.”
“At Cashkr, inspection happens in front of you, and payment is instant before pickup is closed.”
“If you already have a final quote, you can share it—I’ll try my best to match it.”
If Customer Is Still Comparing
“No problem at all.
You can come back anytime—your price check remains valid for now.”
Correct Disposition
Connected → Waiting for Quote
OR Connected → Customer Will Place Order
6. COMBO OBJECTION (Price + Delay + Competitor)
Customer Says:
“Price is low and pickup is also slow, others are better”
Response Structure (Always in this order):
Acknowledge
Clarify one issue at a time
Offer help, not defence
Agent:
“I understand your concern.
Let’s solve this step by step.”
“Regarding price—our pricing is inspection-based with no hidden deductions.
And for pickup, I’ll personally ensure coordination once the order is placed.”
7. When to STOP PITCHING
Stop selling if:
Customer clearly says “Not interested”
Customer is irritated
Customer requests no more calls
Agent:
“Understood. Thank you for your time.
If you ever wish to sell later, Cashkr will be happy to help.”
👉 Close politely. No pressure.
8. Quick Objection → Response Table
Objection | Key Response | Disposition |
|---|---|---|
Price low | Explain condition + inspection | Waiting for Quote |
Pickup delayed | Coordinate / assist order | Create Order / Escalate |
Competitor higher | Compare final payout | Waiting for Quote |
Multiple doubts | Break into parts | Callback / Waiting |
Ready now | Assist checkout | Create Order |
9. Golden Rules for Sales Agents
✔ Never argue
✔ Never over-promise price or timing
✔ Always acknowledge first
✔ Offer help, not defence
✔ Log notes clearly
✔ Use correct disposition
10. One-Page Training Card (Summary)
Price Objection:
Explain inspection-based pricing + instant payment
Pickup Delay:
Check system → coordinate → reassure
Competitor Offer:
Compare final payout, not ads
Goal:
Convert with trust, not pressure.