It is incumbent on the sales rep to understand and communicate what the products can accomplish. If you are out over your skis on promises, you have to live with this loss. My best relationships are being honest and tell the customer that this and that are not ready yet. As far as paying for the product or services, if the contract was understood there would be a small window to cure the problem(this is where you can build a great relationship with customer)or bring in your Director of Product to discuss. Customers who have made the decision to go with your company do not want to rip it out after 30 days. Tough to answer, some sales take 60 days and some 18 months so. Shorter sales cycles the possibility of let down could be greater. Companies today are analyzing the heck out of product services and promises. If you know the product and know the customer it usually doesn’t get this bad...

There are two possibilities: 1) this is a customer who generally tries to opt out of paying for goods and services; 2) the expectation of products and/or services in this particular transaction did not meet the customer's expectations. I would initially presume the latter and focus on finding a solution. Whether there was a misalignment of expectations or poor communication regarding deliverables; these can typically be resolved relatively quickly and easily to customer's satisfaction, without taxing additional company resources. Making a genuine effort to solve the problem also builds lasting relationships and trust with the customer. If no acceptable solution can be found, regardless of my effort, I would save myself and customer valuable time by referring them to the appropriate resolution department.

I was not expecting that kind of question. I answered by saying the customer is always right, I would recommend additional services for free and encourage the client to commit to using VMS another time before utilizing a competitor.