How would you handle a client who wishes to cancel due to finding a new product that they think fits the needs of their business better?

Do not speak negatively about the competition or others in the industry. Avoid talking negatively about clients who cancel.

Discuss how you have overcome a similar situation in a past role. The cancellation reason doesn't have to be for a new product, it could be another reason for canceling.

"I had a client who wished to cancel their service with us due to finding a better solution that they thought fit the needs of their business. I did everything I could to overcome objections and focused on the notes from our initial call on how our service suited her needs at the time she signed up. I probed on what about her business changed and what ours lacked. Even after all of that, she ended up canceling.

Throughout the next few months, I made certain to call her to see how her new solution was going and she was so surprised that I checked in. I had communicated with her more than the person who had sold her the new product. We went over some of our newer services and products and was able to come up with a new package that suited her better and she came back to us."