Price Change Explanation Script

Used by: CX Executives / Support Staff

Purpose:

To help the CX team confidently and politely explain why the device price offered to a customer has changed, ensuring trust and transparency in the conversation.

🎯 Objective

To clarify why a customer’s quoted price may differ — either due to time gap, inspection, or condition mismatch — while maintaining the brand’s image of fairness and honesty.

🧩 Common Customer Queries

Type	Example Question
🕐 Time Gap	“Yesterday, it showed ₹12,000. Now it’s ₹11,200 — why?”
⚙️ Condition	“I chose same options, but price changed after inspection.”
📊 Comparison	“Another site is giving more. Can you match it?”
🔁 Model Mismatch	“Your site showed a different model price earlier.”

🗣️ Script Overview

A. When Price Dropped Before Order Was Placed

“I understand that you’re seeing a lower quote now. Cashkr’s prices change dynamically based on real-time market value and demand for each model.

The price you see depends on multiple live factors like resale trends, new launches, and overall market demand.

Just like stock prices, our system refreshes device values regularly to ensure you always get a fair and updated offer.”

If customer insists:

“I completely understand — however, once a quote changes in the system, it updates for all users across India. It’s not manually controlled by anyone.”

B. When Price Changed After Inspection

“During pickup, our vendor rechecked your device condition and features.

The final value may differ if there are minor issues like scratches, battery wear, or missing accessories.

These details affect the final inspection-based value — but we assure you, the price is always system-calculated and transparent.”

If customer disagrees:

“I understand your concern. If you believe the inspection result was incorrect, I can raise a Recheck Request for your order so our team can review it.”

C. When Customer Says “Another Website is Offering More”

“We appreciate you checking other options — we’d be happy to review their offer.

Could you please share a screenshot of the final quoted price and platform name?”

“Cashkr always tries to offer the best possible market price, and in many cases, we can match competitive offers once verified.”

(CX should forward screenshot to Ops or Pricing team for manual review if needed.)

D. When Price Increased (Customer Re-checks After Few Days)

“Good news! It looks like your model’s market value increased slightly.

Cashkr updates prices live from our resale index — so when market demand rises, your offer also improves automatically.”

“You can lock the new price immediately by completing the order now — once placed, it stays fixed.”

E. When Price Reduced After Order Expired

“Since the order wasn’t completed within the lock-in period, the previous price expired.

Cashkr’s prices refresh daily, and once a quote expires, it’s recalculated using current resale data.

You can create a new order anytime to get the latest accurate value.”

F. Customer Assurance

“We want you to get the right value — not an inflated or unfair one.

Cashkr doesn’t reduce prices manually; everything runs on an automated pricing engine that reflects the actual market trends.”

“You can recheck the price anytime — no login required — to ensure transparency.”

G. Communication Templates

Chat / WhatsApp:

“Hi 👋 Cashkr prices update automatically based on market demand and model resale trends.

Your previous quote may have changed due to market adjustments or time gap. You can always recheck live prices on our website or app.”

Email:

“Dear [Customer Name],

Cashkr’s device values are dynamic and refresh based on current market trends, new product launches, and demand shifts.

Your recent quote changed as part of this update. We assure you that the current price displayed is accurate and fair.

Regards,

Cashkr Support Team”

H. CX Internal Notes

Case Type	CX Action	Escalate To
Price drop complaint	Explain dynamic pricing	Close after acknowledgment
Price mismatch after inspection	Raise “Recheck Request”	Ops Team
Competitor price comparison	Collect proof & escalate	Pricing Team
Expired order complaint	Offer to create new order	Close after confirmation

I. Tone & Behaviour Guidelines

✅ Use calm, factual language — never defensive.

✅ Avoid words like “system error” or “glitch” — use “market refresh”.

✅ Always end with reassurance or solution.

✅ Log customer sentiment tag (Neutral / Dissatisfied / Price Comparison).

CX Wrap-Up Example

“I completely understand how you feel — price changes can be confusing.

But please rest assured, Cashkr never reduces offers manually. It’s all market-linked to ensure fairness for every customer.

You can recheck anytime, and we’ll always give you the most accurate live value.”