Pre-Delivery
I placed my order yesterday, but the shipping is taking longer than I expected. I'm having second thoughts and think I should just cancel.
Shift focus from a logistical negative to an emotional positive, reinforcing the value of their decision and building anticipation.
Sample: "I understand waiting is frustrating, and I can check on that for you. While I do, what are you most excited to try when it arrives?"
I've been using this for a week, but I don't feel any different. This isn't working for me and I'd like a refund.
Target is to guide the experience by probing for silent blockers (like inconsistent use) and creating an opportunity to reframe the timeline for results.
Sample: "Thank you for giving it a try; this first couple of weeks is a fragile window. My job is to guide your experience, so could you tell me a little about how you've been using it?"
"I’ve been consistent for a month now and I'm not seeing the results I wanted. I'm ready to quit."
Validate their effort to build trust and frame the conversation as a partnership to uncover blockers, not as a confrontation.
Sample: "First, I want to acknowledge your consistency—it's frustrating to put in that effort and not see the payoff. This stage is a turning point, and my goal is to partner with you."
I've been a loyal customer for almost a year, but I'm just not getting the benefits I hoped for. I'm disappointed.
Target is to acknowledge that this stage is deeply personal and requires validating their loyalty before asking thoughtful, nonjudgmental questions.
Sample: "I truly appreciate your commitment, and I can absolutely understand your disappointment. Has anything changed in your routine? How have you been using the product?"
This is just too expensive. I don't think I can keep this going.
Frame the conversation around value, not price. Acknowledging the concern first builds respect and opens the door to a real conversation.
Sample: "I hear you, and cost is a valid consideration. I do want to let you know that you're getting....."
Right after I ordered, I saw some negative comments online. I'm feeling a lot of buyer's remorse and I'd like to cancel my order.
Probe to understand the external influence without being defensive, creating an opportunity to offer clarity rather than challenging what they heard.
Sample: "I appreciate you sharing that, it's smart to do your research. Could you tell me what you read that made you hesitate?"
The product has a different taste than I expected. I don't like it and want to send it back.
Target is to probe for context to personalize advice; without understanding their experience, any response will be surface-level and miss the chance to connect.
Sample: "I appreciate that feedback, that's really important. To help me understand better, what were you hoping for, and how have you been using it so far?"
I was seeing some progress, but I've hit a plateau. It feels like the product has stopped working for me.
Turn discouragement into confidence by gently uncovering what might be getting in the way and offering a path forward.
Sample: "Hitting a plateau can be disheartening, and I hear that in your voice. Let's work together to look at factors like timing or usage to see if a small tweak could help."
After all this time, I feel like I've hit a wall and I'm just frustrated. I'm ready to try something new.
Target is to recognize that long-term use is where retention lives, and the goal is to partner, not convince, to help them feel supported.
Sample: "I hear that frustration, and after being so invested, that feeling is completely valid. What made you purchase the product a couple of months ago?"
I can get a similar product at the grocery store for half the price.
Educate on what makes the product different, helping the customer see what they are "gaining" rather than just what they are "paying".
Sample: "That's a fair point. What made you purchase the product? With this price, you're actually getting more because...."
I made an impulse purchase and now I'm worried it was a mistake. I think I'd just feel better if I canceled it.
Reconnect the customer with their original goal, turning a transactional concern into a relational one from the very first opportunity.
Sample: "It's completely normal to have second thoughts. To make sure we're on the right track, could you remind me what you were hoping to achieve with our products?"
I thought I'd see a change in my health by now. Since I haven't, I want my money back."
Normalize the experience and reframe expectations, shifting the focus from instant results to long-term benefits.
Sample: "I hear your frustration, especially when you had high hopes. This is the perfect time to talk. I'm here to guide you on what to expect in the next couple of weeks.
"Honestly, I just lost motivation and haven't been using it regularly. I want to cancel my subscription."
Reconnect the customer with their "why," because mid-cycle is where they either recommit or disengage.
Sample: "Thank you for your honesty; it's easy to quietly disengage when life gets busy. Before we make any changes, can we talk about your original goals?"
My doctor suggested I stop using this type of product due to a new health issue. I need to cancel."
Target is to prioritize the customer's well-being over the sale. If the product isn't the right fit, we don't push; we reposition and preserve trust.
Sample: "Thank you for trusting me with that; your health and safety always come first. I completely respect your doctor's advice and my goal is to support you."
I need a discount if I'm going to continue. What can you offer me?
We must build value and probe first, using a discount only as a last resort in the call flow.
Sample: "I can definitely look into options for you. May I know what your experience was like for the product? Have you seen improvements so far?".
My friend told me I should have bought a different brand, and now I think I've made the wrong choice. I want to cancel.
Acknowledge the external influence and probe for specifics, so you can calmly offer clarity and reinforce what makes our product different, rather than competing. Circle back to the reason why the customer made the purchased.
Sample: "It's good to get opinions from people you trust. I'm not here to challenge that, but I'd love to hear what they mentioned so I can offer some clarity on our side."
I'm trying to use it, but I keep forgetting. I don't think I can build the habit, so I'd rather just return it.
Build confidence by validating their effort and uncovering common "silent blockers" (inconsistency) to address directly.
Sample: "I completely understand; building a new habit is one of the biggest challenges. And it's great that you're trying. What were you hoping to see at this point? How does this product fit into your routine?"
I feel like I'm doing everything right, but nothing's changing. It must be the product.
Probe for external blockers like diet, stress, or medications, shifting the focus from a product "failure" to a collaborative investigation.
Sample: "I hear your frustration, and it's valid to question things when you're not seeing results. Has anything changed in your routine? [diet, medication, stress]"
I don't feel like the product is as effective as it used to be. I think my body got used to it.
Educate with clear, gentle guidance. The goal is to help the customer feel empowered to continue by personalizing a plan with realistic adjustments.
Sample: ""That's a common concern with long-term use. Let's work together to explore your routine, as small tweaks can often make a big difference and unlock its full potential."
With my budget right now, I just don't see the value for what you're charging.
Probe to understand if the hesitation is truly about price or about their confidence in the product's value.
Sample: "I respect that completely. But how's your experience so far—are you getting the results you hoped for?"
I'm looking at recipes online and I'm not sure I'll know what to do with the product when it arrives. Please cancel.
Target is to use proactive education to get ahead of objections, building the customer's confidence before the product even arrives.
Sample: "It's common to feel unsure with something new. Let's talk about your cooking style, and I can offer some simple tips to make day one feel successful."
I'm just not sure I'm using it right. I feel lost and I think it's better if I just return it.
Lower the customer's defensiveness by normalizing their feelings, which opens the door for effective education and trust-building.
Sample: "It's really common to feel unsure when starting something new—you are not alone. But thank you for reaching out."
I'm just not sure it's worth the effort anymore. The initial excitement is gone.
Target is to reframe the conversation away from immediate results and towards the gradual, long-term value, keeping them moving toward their goal.
Sample:
I'm just not feeling seen as a long-term customer. My results have stalled and no one has helped
Own the miss and immediately shift to a collaborative tone, reinforcing that their loyalty matters and we are here to support them.
Sample: "You are absolutely right to feel that way, and I'm sorry we haven't been more proactive. Let's me help you with this.."
Even with the subscribe-and-save discount, it still feels like too much money each month.
Reinforce the value of existing programs (like subscribe-and-save) to help the customer feel confident in the choice they've already made.
Sample: "I understand that even with a discount, it may still feel a bit expensive. But with the subscribe and save, you're actually save xx....."