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How to Deal with Difficult Customers: 10 Simple Strategies for Selling to the Stubborn, Obnoxious, and Belligerent
John Wiley and Sons Ltd, Dec 2006, Pages: 159
For decades, sales trainers have avoided dealing with stubborn, obnoxious, and belligerent customers (otherwise known as S.O.B.s).Their reasoning is that only 10-15% of customers are genuine jerks, so why spend your time learning to handle such a small number of occasions and focus instead on learning to sell to the easy, likeable, and reasonable. But in How to Deal with Difficult Customers, Dave Anderson addresses this issue head-on and addresses the question that is on every salespersons mind - how you deal with those difficult sales prospects and achieve those sales opportunities that you are currently missing out on. Based on time tested strategies the author used to build and manage sales forces that created a $300,000 automotive retail organization, the book is made up of 10 brief, easy to read, and humorous chapters that will appeal to todays busy salesperson.
Praise for How to Deal with Difficult Customers
'The application of the ten key strategies in this book will help every sales professional learn how to deal with the truly difficult and how to avoid creating unnecessary difficulties. Its written with the same wit, humor, and inspiration that have made Andersons prior books so effective.'
—Margaret Callihan, President, Chairman, and CEO, SunTrust Bank, Florida
'Anderson knocks another one out of the park with How to Deal with Difficult Customers! The problem is real; Andersons solutions make sense and, as always, he makes you laugh in the process.'
—Mike Roscoe, Editor in Chief, Dealer Magazine
'I could not put this book down. Its a salespersons bible, offering clear and concise how-to advice. If youre in the selling profession and want to sell more, you should read this book . . . twice.'
—Warren Lada, Senior Vice President, Saga Communications
'An individual executing the ideas within this book will change their own life and their organization. No one has the gift like Anderson to articulate the importance character plays in maximizing potential.'
—Mike Tomberlin, CEO, The Tomberlin Group
'Throw out all your other sales manuals. Andersons new book will change the way you look at customers, the way your salespeople look at themselves, and, quite frankly, the way you look at the sales process.'
—Dan Janal, President, PRleads.com
'What are you waiting for? We all have difficult customers. If youre tired of leaving money on the table because you cant handle them, read this book. If your good customers are turning into difficult customers, read this book. If you want to deliver results year-in and year-out, read, re-read, and apply the lessons of this book.'
—Randy Pennington, author, Results Rule!
About the author
Dave Anderson is an entrepreneur, author, columnist, trainer, and speaker. The author of two previous Wiley books, Up Your Business! and If You Dont Make Waves, Youll Drown, Dave also writes a leadership column for Dealer Magazine and has produced numerous books, cassettes, CDs, videos, and other training resources. He gives 150 speeches, presentations, and workshops each year on sales and leadership development to audiences from around the world. Dave is also President of Dave Andersons Learn To Lead and LearnToLead.com, a cutting-edge Web site providing hundreds of free training resources to thousands of people in over thirty countries.
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