Handling price objections (3-step script)
- Wireless Dealer Group
- 3 hours ago
- 2 min read
In wireless retail, “That’s too expensive” is one of the most common objections—and it’s rarely just about the number. Most of the time it means the customer isn’t fully confident in one of these:
they’re not sure it’s the right fit
they’re not sure what they’re getting
they’re worried about surprise costs
This handling price objections script keeps you calm, protects margin, and helps customers choose without feeling pressured.
The 3-step price objection script
Use this exact order. If you skip Step 1, you sound defensive. If you skip Step 2, you sound pushy. If you skip Step 3, you leave them stuck.
Step 1: Acknowledge + clarify (don’t argue)
Script: “Totally fair. When you say expensive, is it the monthly cost, the phone today, or the extras like protection and setup?”
Why it works: it turns a vague objection into a specific problem you can solve.
Step 2: Re-anchor to value and fit (use their priorities)
Script: “Got it. The reason I recommended this option is because you said you wanted [priority]—like [better coverage / more data / a new phone today / a predictable bill]. If we change the price, we usually have to change one of those priorities. Which one matters most?”
Why it works: it makes the trade-off honest and keeps you positioned as an advisor, not a negotiator.
Step 3: Offer two options (never a discount-first response)
Script: “Let’s keep it simple. I can show you:
Option A: best fit for what you said you want (more value)
Option B: best fit for a lower price (more budget)
Which one feels more comfortable?”
Why it works: it gives control without turning you into a discount machine.
3 common price objections (and clean replies)
Objection: “I can get it cheaper online.”
Reply: “You might—and that’s fair. The difference here is you leave today with it working: activation done, setup done, and support if anything goes wrong. If you want the lowest price, we can go budget. If you want the smoothest experience, we’ll go with the best-fit option.”
Objection: “I don’t want to pay that much today.”
Reply: “I get it. Let’s lower the out-of-pocket without breaking the plan. We can adjust the phone option, use a trade-in if you have one, or go with a budget device that still does what you need.”
Objection: “Why are accessories so expensive?”
Reply: “Good question. The goal isn’t to sell you ‘stuff’—it’s to protect the phone you’re paying for. If you want the cheapest protection, Basic is case + screen protector. That prevents the most expensive mistake.”
Manager coaching tip: teach reps to avoid the 2 worst habits
Instead, coach them to run the 3 steps every time: clarify → re-anchor → two options.
Final takeaway
Handling price objections is about confidence. When you acknowledge the concern, tie the recommendation back to the customer’s priorities, and offer two clear options, you close more deals without racing to the bottom.
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