Research shows that one out of every six buyers turns into a problem customer. As a sales person you must change your tactics when handling difficult clients and turn them into loyal customers. Dealing with demanding people can be an emotional test. The more sensitive you are, the less rational you behave. The more your sentiments are in check, the better your chances become of creating a positive outcome.

Separate the behavior from the person. These customers treat all salespeople this way. It says more about them than about you. Do not allow yourself to get drawn into their game. Listen patiently and take the time to understand why the customer’s emotions are running high before you respond. Then, dig for the facts. Find out all you can about the customer’s problems, needs, interests and goals. Your awareness of these things will help you create acceptable solutions to unreasonable demands.

Stay calm. Even extremely difficult people tend to warm up to salespeople who genuinely want to help them solve their problems. Salespeople should have a few short-term solutions that they can offer to distressed customers. This lets customers have a say in how the situation will get corrected. Plus, it gives them greater personal stake in the outcome. Say, “We can have the replacement parts at your door this afternoon or tomorrow morning. What works best for you” Or something like, “I can reschedule the service or credit your account toward the next purchase. Which would you prefer?” Give the customers an opportunity to participate in the solution – it goes a long way.