Practise the conversation before the pressure arrives
Rehearse a demanding customer moment and use feedback to build confidence and improve your response.
Choose a moment you find difficult: questioning an unclear priority, discussing price or asking who else needs to take part in a decision.
Describe what you want to understand and why it matters to the customer. Prepare an opening question, then ask someone to respond realistically.
Pause when you become uncertain. What thoughts and feelings appear? What do you assume the customer will think? Notice whether you rush, hold back or lose focus. Check whether a skill gap or something in the situation also needs attention.
Try again and adapt. In the next relevant meeting, apply what you practised and review what happened.
Confidence can grow from seeing yourself handle a situation, supported by preparation and feedback.