How to tactfully refuse the customer's delivery request without hitting the customer's initiative?

Skills Part 1: Grasp the psychology of customers. 2. Sound skills 1, and the speech speed is appropriate, preferably consistent with the customer's speech speed; 2. Have feelings; 3. Enthusiastic attitude. Third, the opening skills 1 to attract customers' attention; 2. Dare to introduce your company and show your identity; Don't always ask customers if they are interested, but help them decide and guide their thinking; D) Don't flinch or give up immediately in the face of customers' rejection; 4. Make a phone call louder than usual to create a good conversation atmosphere; 5, simple and clear, don't cause customers' disgust. Fourth, introduce the skills of the company or product 1. It is better to face it with the mentality of "hitting the wall"; 2. Accept, praise and agree with customers' opinions; 3. Learn to avoid problems; 4. Turn the customer's objection into our selling point. 5. Skills to stimulate customers' desire to buy 1, application of objective human influence and social pressure; 2. Use his point of view; 3, care about every word of the customer, care about the people, things and things he cares about; 4. The influence of media and public opinion on the company; 6. Trust-building skills "Sorry, I'm busy" and "Thank you! We don't need "... maybe you often encounter such a euphemistic refusal from customers in telephone sales. In the face of these problems, perhaps the first thing you should think about is: "Has the customer built enough trust in me?" In today's complex business society, building trust is always the core content of sales, especially telephone sales. Without any identification and commercial contract, it is undoubtedly very difficult for customers to establish strong trust only through voice. Just like this, it is particularly necessary to use some skills in telemarketing. Building a trust relationship is a process. In the final analysis, telemarketing is actually a process management of interpersonal communication, and the probability of reaching a transaction at one time is very small. "Telemarketing is continuous tracking." An excellent telemarketer is first of all a person with considerable self-confidence and patience, because during the months or even a year of contact with customers, salespeople must have enough self-confidence in their products and persistently provide services to customers. Long-term follow-up, rather than talking about products on the phone, can make customers feel that "the salesperson is thinking of me, not just selling products", so that over time, once customers have trust in the salesperson, they can not only reach existing transactions, but also tap potential consumption. Etiquette section-telemarketing basics 1. Importance: After finding the right telemarketing direction, sales skills are particularly important. "If' actively building trust with customers' is the ideological basis that telemarketers must have, then etiquette is the basis of telemarketing skills." In fact, the most important thing in telephone etiquette is to control the voice and expression and try to prevent invalid communication. Good voice can make customers feel happy, so telemarketers must master the voice used in telephone communication with customers, which can be completely compensated by training. In telemarketing, some words are important. Try to avoid using some negative words to deal with customers' problems. For example, some telemarketers will use words such as "I don't know", "I don't understand" and "this person has already left" to prevaricate when receiving a customer's consultation call. These words will not only make customers have no desire to buy products, but also damage the image of the company. And in the process of speaking, we should pay attention to pause as much as possible and get customer feedback in time. Because this is not only to respect each other's performance, but also to better understand the needs of customers. Grasping the right time to praise customers sincerely is the best way to close the distance with customers. In telephone communication, pronunciation is the first point to praise each other. "In the communication with customers, as long as the sales staff listen carefully, they can actually grasp many aspects of the customer's information through voice, such as age, education level, attitude and so on." However, salespeople just use the information they get to praise each other properly, which can create a good conversation atmosphere and quickly change the attitude of customers. "Listen to your voice, you should be only about 30 years old", "Listen to your voice, you must have received a good higher education" and "Listen to your voice, you will know that you are particularly decisive" and so on often appear in his telephone sales, and these things are used properly and can be said to be tried and tested. In addition to voice, some resumes of the other company and customers are the highlights of praise. However, we must seize the right opportunity to praise, not too much. On the contrary, it will be counterproductive, so the word "sincerity" is particularly important. In addition, we should know how to find similarities with customers and create a sense of identity between the two sides, such as "we are all surnamed Zhang", "we are fellow villagers" and "we used to go to college in Wuhan" ... This can also narrow the distance with customers. Try to adhere to the relationship orientation. In the actual sales process, there are two main orientations as the support of sales: relationship orientation and order orientation. Order-oriented is generally suitable for a single consumer product, which is convenient to save time and cost, but in the long run, maintaining the relationship with customers as much as possible is the foundation of developing telephone sales. "Especially for large-scale products and services such as automobiles and wealth management, in such fierce competition,