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Handling Angry Customers

Too many salespeople, when faced with clients who range from dissatisfied to down right angry, choose the loser's path by postponing handling the situation. This results in one of two things happening. Either the angry client decides the problem isn't worth the aggravation and cools down (what every salesperson wishes would happen, but like many wishes, just thinking it won't make it so). Or the client gets so angry that the next time you hear from him or her is through the higher-ups in your company who have absorbed some of the client's anger and are happy to give it to you.

Because I understood that building relationships is what selling is all about, I began early in my career to send thank you notes to people. I set a goal to send ten thank you notes every day. That goal meant that I had to... >> Read More

"When I first joined the sales profession back in the early 80's, I was excited, but with absolutely no knowledge. Three weeks into studying Mr. Hopkins' materials my sales went "through the roof" and his teachings have allowed me to be of service to countless numbers of people throughout the years. I owe MUCH to Tom Hopkins and will be forever grateful!"

Bob Burg

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"I have been a follower of the sales principles and strategies of Tom Hopkins for over 30 years. I give him complete credit for being my mentor and because of his techniques I have had a very successful business life. Of course, like many, I have read and studied other sales trainers but have always found Tom’s ideas to stay current with the changing marketplace and in touch with the goals, needs and struggles that a modern day salesperson might experience every day."

Terry D. Phillips
Hilliard Energy