Chapter 34

Handling an Angry Person

Angry customers are a serious problem that you can encounter in sales negotiations. Something has gone dramatically wrong—the shipment was delayed, you accidentally overcharged them, they feel you lied to them—whatever, but the result is that you have furious customers on your hands. Every salesperson dreads this situation.

If you'll learn to go through the three stages that I'm going to teach you now, you will find that frustration over this kind of problem is a thing of the past and you will be able to smoothly resolve the situation.

Several years ago, the mayors of the 442 cities in California asked me to teach them how to handle hostage negotiations. “Let's suppose,” I said to them, “that you're the mayor ...

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