How to correctly reject unreasonable customer requests

How? Correctly reject unreasonable customer requests

Attitude transfer method: shift focus + positive attitude

It makes people feel more uncomfortable than the reason for rejection The most important thing is a person's attitude and state when he refuses. When a customer asks you to deliver the goods to your home tomorrow before closing the deal, how do you refuse? The customer said: You will deliver the goods tomorrow, I am anxious to use them.

Analysis of wrong words:

Sales novice: Mr. Zhang, I’m sorry, I really can’t deliver the goods tomorrow, so I have to wait in line.

Error index: five stars

When you reject a customer directly, the customer not only cares about the results you give, but also cares more about your attitude. Because of your attitude, customers will be even more dissatisfied with the results you give, so they will continue to argue with you about the delivery time.

Correct speech analysis:

Sales expert: Mr. Zhang, please wait a moment, because it is summer now, and this refrigerator is a hot-selling product, and the normal order may have to be placed Next week, I will ask customer service to confirm it for you and check the logistics time. Since you are in a very special situation, I will definitely apply for priority delivery for you. Today is Monday, I will try my best to arrange it for you on Wednesday or Thursday, don’t worry!

Five stars on the experience index

The result of such a reply is completely different. The customer's focus is not that you are rejecting him, but that you are helping him solve the problem. Turn the quiz questions and multiple-choice questions into attitude questions. Regardless of whether the final result will satisfy the customer, it will make the customer feel a positive and enthusiastic attitude. After this wave of operations, customers usually won’t continue to pester, because there are limits to customers’ excessive demands.