4. Once you ask for commitment, the prospect will either answer with a yes or a no. For each case, what should you (1) say to them in response to their answer, and (2) do after ending the conversation? 5. Sometimes things go wrong. When they do, customers have a right to complain. Dealing with complaints isn't fun, but it's part of the job when you're a salesperson. Broadly speaking, why do customers complain? What can you as the salesperson do to minimize reasons for complaints? Why is it important for salespeople to encourage critical encounters? 6. Describe the six steps you as a salesperson should follow to handle customer complaints effectively