How to Handle:
“Do you offer a money-back guarantee?”
Money-back guarantee requests signal risk concerns. How you respond depends on your business model and the underlying reason for the request.
Why Prospects Say This
They're uncertain if the product will work for them. They want a safety net if expectations aren't met. They've been disappointed by vendors before. Consumer purchase patterns influencing B2B thinking.
Best Responses
The Alternative Assurance
“We don't do traditional money-back guarantees, but here's what we do: a structured pilot period with defined success metrics. If we don't hit them, you don't continue. It's better than a guarantee because it focuses on results, not refunds.”
Why It Works
Offers assurance without the accounting complications.
Best For
When you don't offer money-back guarantees
The Conditional Guarantee
“We offer a satisfaction guarantee for the first [X] days if you complete onboarding and give it a fair evaluation. What specifically would you need to see to feel confident this works for you?”
Why It Works
Provides guarantee with clear conditions.
Best For
When you do offer some form of guarantee
The Confidence Statement
“Here's my guarantee: I'm confident enough in our product that if you're not seeing value after 60 days, I'll personally work with you to fix it or help you transition. That's better than just getting a refund—it means I'm invested in your success.”
Why It Works
Creates personal accountability for success.
Best For
Building personal trust
Do's and Don'ts
Do This
- Understand what's driving the guarantee request
- Offer alternative risk reduction (pilots, trials)
- Be clear about any guarantee terms
- Focus on success, not just refund policies
Don't Do This
- Offer guarantees you can't honor
- Make the guarantee so conditional it's meaningless
- Dismiss the request as unreasonable
- Forget to track guarantee usage
Follow-up Questions to Ask
“What would make you feel confident enough to move forward?”
“What specifically are you worried might not work?”
“Would a structured pilot with exit options address your concern?”
“Have you had vendors fail to deliver before?”
Industry-Specific Variations
“Do you guarantee results?”
“Results depend on application, so we can't guarantee outcomes. What we guarantee is quality content, engaged instructors, and a satisfaction guarantee if the training doesn't meet your expectations.”
“What happens if the project doesn't work out?”
“We structure engagements with milestones and checkpoints. If at any milestone we're not on track, we diagnose and course-correct—or agree to part ways. You're never locked in to a failing project.”
Pro Tips
- Guarantees can be powerful sales tools if you can honor them
- Track guarantee redemption rates—high rates signal product problems
- Structured pilots often work better than refund policies
- The goal is customer success, not just protecting downside
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