coldcallandcry profile picture
coldcallandcry profile picture

coldcallandcry

Growth Account Manager

WR Officer
OG Sales Savage
Good Citizen
+1

"We Need to talk ASAP"

"Account Manager, we need to talk ASAP.


It’s about the contract. Specifically aboutX product and Y Product.


Can we talk in 30 minutes?"


--help!! I'm anticipating this customer wanting to remove products from a contract signed 5 days ago. It's possible to do this downgrade, but if I do, I won't hit quota. What would you do?

3

12 comments

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SalesGal
Politicker
4
Account Executive
All you can really do is find out why they want to remove the products and try and address the concerns. If its price : do you have room to play ? If not, you'll have to remind them of the value of what they purchased. If they chose the wrong products : do you have an alternative to offer them ?
Keep us posted on the outcome :) 
coldcallandcry
WR Officer
3
Growth Account Manager
@SalesGal I love this approach. Maybe just keep asking questions until they back down. "Talk to me about what's going on, why do you want to cancel? Is it a billing issue?"
CadenceCombat
Tycoon
3
Account Executive
Go on vacation until the cool off period expires? 🤷🏻‍♂️😂

No idea. Good luck!
coldcallandcry
WR Officer
3
Growth Account Manager
I am actually about to head out on PTO through Tuesday LOL
CadenceCombat
Tycoon
1
Account Executive
God speed! Haha
SalesPharaoh
Big Shot
2
Senior Account Executive
Make the call, i usually call end of day so in case they need any changes I have the excuse well it's after hours so I can execute anything now ill see what I can do tomorrow,  ill give you a call again to rediscuss this. Let's have a talk tomorrow that way you heard them out. Gave them the night to think about your counter and sleep on it.
thegreatestsalesperson
Tycoon
1
AE
If the contract was signed by an AE and now passed to you as the account manager you should be able to negotiate an exception.  If it is your deal try to negotiate different terms with them.  What are the levers you can pull.  Why do they want to remove the products?  If its budget can you get them more flexible payment terms etc
SalesGal
Politicker
1
Account Executive
So I’m curious, what ended up being the outcome of the meeting ? 
coldcallandcry
WR Officer
1
Growth Account Manager
@SalesGal We talked and he played the whole "we're supposed to get board approval for anything over $X amount. This same thing happened last year, can we please remove the 2 products" and I was like "well how did we resolve this last year because you renewed flat, no increase in spend" The problem in this situation is that I have a solid relationship with my contact. I know that this could impact his job potentially, but he's also looking for a new job. I feel conflicted. I'm on bereavement leave for the next few days and told him I would get back to him next week. Not sure how to strongly say "NO" next time
SalesGal
Politicker
0
Account Executive
This is a tough position to be in ! The decision is up to you though. On one end, a good contact is worth a lot in the sales world. On the other, you're not responsible for him not getting the proper approvals. Especially, if its the second year in a row they do this. 

Maybe you could encourage him to try and get the board's approval before removing anything from the contract ? Who knows, he might get the approval and you'll get to meet your quota without hurting your relationship with this contact. 

Btw, I'm sorry to hear of the bereavement leave. Losing someone is never easy ! 
CuriousFox
WR Officer
1
🦊
Take a breath and call them. Don't let them sniff fear or it's over. Stay confident,  remind them of the value if you must. The truth is you won't know until you call. 
Mr.Pickles
Arsonist
0
Sr. Customer Success Manager
Setting the stage is critical - go for the root cause analysis.

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