Handling Questions About SGD Price Increases

Overview

Agents may reach out with questions regarding a recent price increase in their SGD (Sponsored Guaranteed Display) program. This guide explains how to address these concerns, provide transparency about notifications, and offer support to help agents navigate the changes.

Steps to Address SGD Price Increase Questions

1. Review the Account:

   • Check the agent's Salesforce contact or portal for details regarding the price increase.
   • Confirm if and when the accounting team sent an email notification about the price adjustment.
   • Look for notes indicating whether the agent was contacted with renewal options or promotions.

2. Respond to the Agent:

   • Use empathetic language to acknowledge their concerns.
   • Provide details about the notification and previous outreach efforts.
   • Offer to discuss renewal options or promotions to help them manage the price change.

3. Document the Interaction:

   • Log the agent's inquiry and your response in Salesforce or the designated CRM system.
   • Note any further action taken, such as scheduling a follow-up call or providing promotional details.

Suggested Response

Response:
"Thanks for reaching out and for your time today! After looking into your account, it appears that on [Date], our accounting team sent an email to [Agent Email] notifying you of the upcoming price increase for your Sponsored Guaranteed Display package. I also see in our notes that we attempted to connect with you to walk through any questions and even offered a promotion to renew your package at a discounted rate.

Do you have a few minutes to connect and review your options? I’d be happy to go over them with you and ensure everything aligns with your goals."

Best Practices for Reps

• Empathy First:

  • Show understanding for the agent’s concerns about pricing changes and emphasize your willingness to help.

• Highlight Opportunities:

  • Reinforce any promotions or renewal options that may still be available to offset the price increase.

• Provide Transparency:

  • Share the timeline and details of previous notifications and outreach to clarify the process.

Key Points to Highlight

• Proactive Outreach:

  • Ensure agents understand that SOLD.com took steps to notify them of the price change and offer support.

• Customized Options:

  • Emphasize the availability of tailored renewal or promotional opportunities to suit their needs.

• Partnership Focus:

  • Reiterate SOLD.com's commitment to supporting agents and helping them succeed in their market.

By following this process, agents will feel informed, valued, and supported when addressing questions about SGD price increases