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I agree with Mr. khaled khaled
My main target is saying NO, where it's against my vision, and Business ethics where ethics is very important in business and when you have a tested Business ethics, you have a strong point in your Business Negotiation.
But it's important to put another target in your mind, it's (How to say NO) and how to not lose any of the2 customers, it depends on the relationship between the parties and need some creativity depending on the situation
Firstly ask the customers what the exact issue is and why they are asking us not to sell to one of the competitors. Make a note of the issue of the customer and tell the customer that we completely understand the situation and whatever complaint is there it will be taken and the company will look into this matter and resolve the customers issue.
I believe that the confidentiality agreement comes to play here. Never disclose to your clients the transactions that you are having with other clients, that is technically none of their business and the key to having a successful sales relationship is not by transparency, but rather an assurance of their confidentiality. If however this major customer received an information that you are also supplying to their competitors, negotiate with it and maybe a counter-offer may be discussed or a larger partnership may be established, making you the sole supplier for that customer which may require you to withheld any transactions with their competitors, but if your relationship with them is the same as with their competitor, which is just a casual buyer-seller relationship, then I highly suggest that you also take into consideration what the other customer might feel if they knew that you are stopping the business with them just because their competitor told you so, it could reflect a bad reputation for your company and the best way to deal with it is to negotiate and don't decide right away.
Well great real time question!! Never lose a customer-basic rule for any company.our business ethics should come in handy at this point. Just ask them about their issue and tell him "I completely understand your issue.i will talk to our superior regarding this,we will look forward to see if there is any sort of issue regarding the transaction occurs with your competitor, so we can consider to stop supplying him our product.As our superiors cant stop supplying product all of a sudden,since there is a risk legally.we need to have a solid reason for that.since you are our very important customer,we will definitely help you in your competition" And then a day later talk to him with new offers with your product.never disclose anything to the customer's competitor or your manager.am sure you will have both customers in your list.
The key is to keep all your customers happy, but since you mentioned that the custmer is a major account you might want to keep him happy since major accounts take a lot of time and effort to gain. You dont want to lose what you built in years. With the current global market you have to play safe.
Instead of accepting this condition, it is better to act as a consultant to that customer adding more value to his product or service. We can suggest better ways to implement in his/her working style or technology or process that can succeed him achieving better competitive results.
For that a complete knowledge and insight of your customer and his competitor should be taken care of. After all its your company that has hired you for more business. Why settle in less when you can win trust of your customer and provide him with World Class Service Experience.
Start your negotiation process with NO !...
Better to find a way and to work with both,but if the situation is hard, you should also insist your conditions, that will cover your loss. with everyone must be a possibility to find a way
I will hear his/her proposal and see the prospect for the company on a long perspective.keeping brand image into account, commercials and then take a call accordingly .Will , not go ahead just for the sake of he being a value customer. I would say all customers are valuable .
Then finally see the pros & cons with my marketing plan - if need be will say yes. But, taking a second opinion from my senior & if have to be refused will also be done through my senior - as i have to directly take a call on one to one basis as the face of the company .
