Agree what drives the concern and compare at least two honest options, including keeping the original scope.
The situation
In this fictional brief, cleaning requests are ad hoc and quality expectations are not documented. The buyer wants a clear checklist with inspection and issue-resolution responsibilities. Your offer is a scheduled commercial cleaning service, but you must first establish whether its scope addresses the actual need.
A relevant delivery constraint is that building access and occupied areas restrict working times. Treat that as a fact in the exercise; do not remove it to make the sale easier.
| Your counterpart | an office manager overseeing multiple floors |
|---|---|
| Offer under discussion | a scheduled commercial cleaning service |
| Evidence available | a sample room-by-room scope and inspection record |
| Terms to clarify | Define task frequency, supplies, access, exclusions and inspection arrangements. |
How to approach price objection handling
A useful question for this stage: “If the price stayed the same, which part of the proposal would still feel uncertain?” Ask it when the conversation creates a reason for it, rather than reciting every question in order.
- Acknowledge the concern. Identify the comparison and the decision criterion. Make the scope visible before discussing alternatives.
- Ground the discussion in the buyer’s work. Ask: “Which areas create the most repeat complaints, and how are they inspected?” Listen for a concrete example before making a claim.
- Use evidence relevant to the decision: a sample room-by-room scope and inspection record. Explain what it demonstrates and what remains unverified.
- Agree what drives the concern and compare at least two honest options, including keeping the original scope.
Example exchange
An illustrative exchange. Real conversations will take a different path.
SellerWhen you say the price is too high, what are you comparing it with?
BuyerOur concern is that cleaning requests are ad hoc and quality expectations are not documented. Also, building access and occupied areas restrict working times.
SellerWhich areas create the most repeat complaints, and how are they inspected?
BuyerThe current cleaner is less expensive.
SellerWe should compare frequency, included tasks, access and how missed work is corrected before judging the totals.
SellerIf the price stayed the same, which part of the proposal would still feel uncertain?
An industry-specific concern
Buyer: “The current cleaner is less expensive.”
Possible response: “We should compare frequency, included tasks, access and how missed work is corrected before judging the totals.”
Why this response helps: it acknowledges the concern, brings the discussion back to a verifiable requirement and leaves room for a different decision. Adapt the wording to what the buyer actually said.
Run the practice
- Prepare for two minutes. One person takes the seller role and one plays an office manager overseeing multiple floors. Read the offer and constraint separately from your preferred answer.
- Have a five-minute conversation focused on identify whether the concern is affordability, comparison, confidence or scope before discussing a concession. The buyer should answer consistently with the brief and ask for evidence when a claim is vague.
- Add this challenge: The buyer asks for an immediate percentage discount. You can change scope or timing, but you cannot invent margin or authority.
- Pause for feedback. Quote one useful question and one missed opportunity. Repeat the difficult exchange using a different response.
- Finish by writing the actual agreement. A sensible option, when it fits, is to inspect a defined area against a jointly agreed checklist. A clear decision to pause is also a useful outcome.
What to avoid
| Common mistake | Offering a discount before discovering what the buyer is worried about. |
|---|---|
| A stronger direction | Let us check whether we are comparing the same scope and responsibilities first. |
| Scope and claim boundary | Avoid unsupported hygiene or disinfection claims. |
| What to measure in real work | completed inspections and resolution of recorded issues. Establish a baseline and definition before interpreting a change. |
Your working sheet
Write your own version below. Notes are saved on this browser when local storage is available. Use Download to keep a separate copy; avoid adding confidential information on a shared device.
Example: cleaning requests are ad hoc and quality expectations are not documented; building access and occupied areas restrict working times.
Example: If the price stayed the same, which part of the proposal would still feel uncertain? Industry question: Which areas create the most repeat complaints, and how are they inspected?
Example: a sample room-by-room scope and inspection record. Avoid unsupported hygiene or disinfection claims.
Example: Propose a clear next step, such as: inspect a defined area against a jointly agreed checklist. Confirm the owner and date.
Review your work
Tick only what you can support with your answer or practice. This is a reflection checklist, not an automated assessment.
Questions about this resource
Who is this commercial cleaning companies exercise for?
Founders, salespeople and account managers preparing for a conversation about a scheduled commercial cleaning service. Adapt the brief to your real offer and authority before using it at work.
Can I use the example as a script?
Use the questions as prompts. Listen and respond to the buyer’s actual meaning. The target is to identify whether the concern is affordability, comparison, confidence or scope before discussing a concession, not to deliver a memorised speech.
How should I assess the result?
Agree what drives the concern and compare at least two honest options, including keeping the original scope. Use the three review questions below. The checklist is for reflection; it is not a validated prediction of sales performance.
Fictional training scenario. The dialogue illustrates response choices; it is not a customer testimonial or a record of a real sale. About these resources.