有些客户可能会很警惕，特别是和有坏名声的企业打交道时。客户对于提供个人信息非常谨慎，因为他们怕自己的信息会被泄露出去。这类客户如此警惕是因为，他们对你或公司并不信任，并不确定自己是否要购买这个产品，对你所提供的信息持有怀疑，或者他们天生就很谨慎，对一切事物都提防着。

应对这类客户并不困难。只要表现出自己的正直和诚实，就会建立起客户对你的信任，相信你的决定是正确的。如果客户对决定有疑义，应对客户表示理解，使客户安心：“欧女士，我理解，您是想谨慎地做出决定。我给您的建议，一定是最好的。对每位客户，我们都是诚心以待，言出必行。”展现自己的诚信精神是很重要的；除非客户慢慢放下防备开始相信你，你才会有机会和他们进行良好的沟通。和这类客户想要建立起和谐融洽的关系实在不易，但只要你能恰当运用同理心，向客户保证，使他们安心，就能够逐渐打开他们的心门，建立友好和谐的关系。“我理解，这个决定非常重大，我近段时间也刚买了一辆车，对我来说也不容易，遇到要做花这么多钱的决定，肯定要先确保交易对方是可靠的才行。”找到和客户的共同语言，能使对方视你为朋友，而不仅仅是急于想建立关系的销售人员。

•You may encounter a threat at any point during your interaction.It may be at the beginning of the interaction or you find that the customer has become more excited and angry,resulting in a threatening voice.

•Many customers only threaten on the phone,but never in person.People often feel free to speak their ideas when they can't see the other person.But you should never assume that the customers are just talking,and they must be taken seriously and dealt with seriously.

•Whenever it is a indirect threats or diet threats,such as"It seems that I need to teach you a lesson,"or"I'm coming down there with a baseball bat to teach all of you a lesson,"they should be dealt with seriously.

•Respond to the threat by using phrases of courtesy and assurance："Ms.Customer,I will help you resolve this,butI can only do that if you stop threatening me".(www.daowen.com)

•Speak calmly and steadily in a self-assured,confident voice.

•If you're talking face to face,you should keep relaxed,your facial expression should be natural,you should not show fear.

•If the customer you are talking face-to-face doesn't stop threatening behavior,excuse yourself and get your manager or security personnel to deal with it.Your safety is more important than trying to help someone who threatens you.

•If the customer communicating on the phone does not stop threatening behavior,the phone should be transferred to the manager for handling.

•To reiterate,this section only provides general guidelines for addressing customers who threaten you.Any threat must be taken seriously and your company should have specific guidelines for these situations.When faced such situations,ask your manager how to deal with it.