Let's face it, not every customer experience is a positive one. And, we work with different behavioural styles. What happens when the conversation takes an unpleasant or unexpected turn? The person playing the difficult customer chooses one behavior to use during the role play. Ideas may include frequently interrupting, making threats, delivering "all or nothing" ultimatums, abruptly changing your mind, bringing up irrelevant details, using critical language, becoming excessively loud, shutting down topics you don't like, refusing to commit, and/or letting your attention wander...ensure that you clearly exhibit the behaviour(s). The partner (salesperson/supplier) must work through ways to manage the negotiation and work toward a settlement/agreement. Try taking turns playing the customer. Role 1: Buyer for a large office supply company Role 2: Salesperson/supplier Create a script with this scenario: Customer: "I received my product lines. Most of it was damaged it transit! What are you going to do about it?? Is this how you do business