And what is critical for you when choosing which one would be the opposite?
Focus on the terms, on the budget?
They allow you to run a person in the right corridor of thinking and go to the answers that you need. And here there is no place for manipulation or NLP technology, cheating, no. You make sure that communication with the client is an equal process, where you respect the client just like he respects you. You are not trying to vaporize something, you are not trying to press, you are not trying to play on his feelings of guilt or pity. You conduct a mutually respectful conversation in order to benefit.
Interaction with the customer is the building of relationships. As in any human relations, it is also necessary to develop here and develop the client.
In communication with the customer, it is important to be patient and explain all the details of the transportation, answer the questions, the answers to which seem obvious. This is a normal workflow.
And of course the client also has a bad mood at a certain point in time. You can not afford such luxury in relation to the client. Respond politely, calmly and confidently. The manifestation of self-confidence and courtesy must be transferred to the customer.
Also explain what is it, very important to eliminate the doubts of clients, demonstrate their knowledge and competence.