What to reply when a customer asks “how much?”

“How much?” looks like a simple question, but the person is really asking three things: is this worth my time, can I afford it, and can I trust you? A reply that only gives a number answers the first one at best.

Give the price straight away

Hiding the price behind “inbox me” or “call for price” tells people they will have to work for it, and many will not bother. If the price varies, give a range and say what changes it.

Add one reason it is worth it

One specific detail does more than three adjectives. “KES 95,000, with a new battery and the original charger” beats “very clean, top quality, best price”.

End with an easy next step

Close with a small question that is easy to say yes to. These work well:

• “Shall I send more photos?”
• “Would you like delivery or to pick it up?”
• “Which day suits you to view it?”

Put it together

“Hi Faith, the 2018 E200 AMG Line is KES 4,500,000 in Nyali, with a full service history. Shall I send more photos, or would you like to view it on Saturday?”

When they say it is too expensive

Do not argue, and do not drop your price at the first push. Ask what they had in mind, explain what they are getting, or offer a cheaper option if you have one. Some people will still walk away, and that is fine. A polite no today can be a customer next month.

Have the reply ready

The quickest way to reply well is to have the words ready. Keep short replies for your common products, or let an agent such as Overten Scout draft one with your product and price for you to check and send.