Avoid discussing how you hate it when you have to take these calls or that you think people who cancel just do it because they don't have enough money. Do not speak about retention or cancellations in any negative way.

Discuss the current process in your recent role for cancellations and the methods you have used that were successful. I recommend discussing one of your most recent retention success stories.

"This part of the position is unavoidable so I make sure that I am always prepared for them if and when they occur. When a client tries to cancel, it supplies me with an opportunity to share more about the benefits and discover why they may not have been getting success from their product or service. Another benefit is that it allows me to see where I may have failed in the follow-up process to ensure that they were successful.

A recent customer of two years tried to cancel the CRM platform they purchased from us because they have been testing another one that was more suited for how they wanted to run the business. When I started to ask why this platform was more beneficial to them I noticed some ways that the platform could integrate into another one of our products. I shared how they could maximize their new platform and cancel the one they purchased from us by integrating it into our software. Although they canceled the CRM they ended up purchasing the new software to integrate so it ended up not being a cancellation."