When you are responding to a client’s request for a performance refund, don’t decide how much you will give without first asking what they are seeking. In other words, let them speak first about the amount they want. “Ms. Frank, what refund amount are you thinking of?” At the same time you are asking her this question, you are deciding in your own mind the limit of dollars you are ready to give her back. If you have placed a limit of $400 in your mind and she says $350, you have saved yourself some dollars. On the other hand, if she asks for $800, you know where you stand and can decide if you wish to continue haggling or if you are going to hold to your $400 limit.
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