When responding to a discount request I recommend the following: If your store is in the habit of providing discounts, answer, “I’m glad you brought that up, here’s what we can do for you,” and proceed to deliver the features and benefits of your rewards program or discount opportunity.
If your store has a policy of no discounting, start the response the same way, but follow up with the other benefits of doing business at your store. For example, “I’m glad you brought that up, because we believe in taking great care of our customers. Did you know, when you bring your bike in for service we do a complimentary wash and wipe and provide a shuttle service if you need a ride?”
Then divert the conversation back to the purchase, saying, “So, how would you like to pay for this; cash or charge?”
If the customer pushes back, saying he doesn’t use your service department and prefers a discount instead, follow up with, “I’m glad you brought that up, because I forgot to mention that we have a parking lot sale coming up in two months. There will be some fantastic deals then. I can send you an invitation if you give me your email address.” Then the diversion, “So, how would you like to pay for these items today?”
Now, the psychology to the wordtracks I just offered is to 1) Make the first words you say non-threatening, non-confrontational and welcoming; and 2) Follow up with features and benefits, or at least a solution that should could be appealing to customers. And remember, don’t criticize customers or their vehicles and don’t respond with a negative. If you follow these simple guidelines, I’ll bet your workdays will be more enjoyable and your business more financially rewarding.