How do you deal with trial extension requests?

When this comes up, its very dependent on how engaged they've been and how respectful the prospect has been to my time.


If I'm getting constant updates through out the testing and they've been responsive, I don't mind giving an extra week or two. If they're ghosting me and only reach out when they need something, I'm a bit more conservative in regard to what I'll do.


On my end, it's as simple as me extending the trial... BUT, I make it seem like it's a process to get the extension approved. I try to use it to get some additional questions answered and say that those answers are needed for the approval process. Here's a couple of example questions I might ask that "are needed to fill out the extension request form":


  1. Is the delay is testing due to priority changes at your organization?
  2. What still needs to be accomplished on your end in regard to the testing before making a final decision?
  3. What approvals are still needed prior to moving forward?


How does the rest of the community deal with these requests?


📈 Closing
6
sales7
Politicker
3
Commercial Product Enablement
I think this can be prevented if you're setting up the trial properly. Also don't call it a trial. Make it a technical validation so that the value is there without the trial. 
If you frame it as the last step to prove it works for you the way we say it will instead of a try before you buy you'll end up wasting less time with deals going nowhere and it will be easier to get the signature if all the negotiation is done pre "trial"
SlinginSoftware
Politicker
0
Account Executive
I agree with all of this 100%! The biggest issue I run into is how easy it easy to get a trial spun up from our website, so a lot of people signing up for trials that aren't ready to test and then panic when the trial is about to expire.
Beans
Big Shot
0
Enterprise Account Executive
This is it.

Set timeline expectations and frequent check-ins to ensure everything is moving as is.

If there's still curiosity to settle, then it's time to sell, even a shorter term deal. 
RandyMoss
Politicker
1
Account Executive
Whenever I do trials, I refer to them as "adoption plans" rather than trials. Giving the trial a different name like this forces them to look at it through a different lens than "we get to test drive this product for a few weeks for free." Set specific times and dates when you will meet with them throughout your established time period to answer questions and monitor their progress. This helps nip the "we didn't really use it this week" excuse in the bud. Outline crystal-clear metrics and objectives of whatever product you are putting in their hands is going to accomplish and force them to commit to purchase your product if all of the metrics and objectives are accomplished. If the customer ever pushes back on why I can't just give them the product for free, I always emphasize that I don't want to waste my time or their time. I am doing this for you because I believe that our solution can truly help you. I am investing my time in your company to ensure that your time will be well spent. All I ask is that you give me the same courtesy in return. Making them feel like they have some skin in the game makes them take the trial MUCH more seriously.
GreenSide
Politicker
0
Sales manager
“Adoption plans” - love it!
Justatitle
Big Shot
0
Account Executive
If the delay is because they were doing a bunch of work in the trial and there's some things they weren't able to get to then an extension is warranted for the most part. If they did nothing in the trial and are asking for an extension because they can't manage their time then I'm more hesitant 
SlinginSoftware
Politicker
0
Account Executive
Unfortunately, I feel like it's usually "We did nothing for the last 3.5 weeks! Can we please have some more free product LOL?"... Ugh. Drives me crazy
Justatitle
Big Shot
0
Account Executive
super unfortunate, maybe put a stricter timeline on the trial ie 72 hours or something 
GDO
Politicker
0
BDM
Starting a trial, there should be a plan in place. What do they need to see to buy?

When the question comes, you can ask them if they saw everything.
SlinginSoftware
Politicker
0
Account Executive
Oh my god... I just had a prospect email me 30 seconds ago.

"I'm looking to start a trial today, but it's only 30 days. Can we get an extension on that?"

Are you kidding me?! You haven't even started things yet...
KendallRoy
Politicker
0
AM
Firm success criteria, firm understanding of what the internal approval process is, firm understanding of what else they need to test and how before they're comfortable moving forward, granting the extension only on the condition that we have time booked in the calendar to confirm commercials and emphasising that a trial extension is something I need to justify internally for approval (complete bullshit but it works).

For my trials I always follow a set process to keep it contained and keep the client accountable:
1) Setup call where we get them started, establish success criteria, determine who will be involved for the trial, what the evaluation and decision process will be

2) Check-in call halfway through, leveraging the SE as necessary. This is always booked before the setup call ends so there's accountability. We see how it's tracking against success criteria and get any curveballs out in the open. At this point we also start discussing implementation commercials for users etc and what else they need to test to be comfortable moving forward. 

3) Wrapup call, again, booked before the last call ends. Goal is to get final yes before the trial ends. Most of the time we will have commercials ready to discuss. I prefer to negotiate live on the call. 

 

Cyberjarre
Politicker
0
BDR
We get our commission quarterly and I made 55k one quarter.
3

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