Research for this chapter’s Adaptive Selling Today Training Video revealed that anger does surface during the sales presentation and can be very challenging to negotiate.

Anger can be something the other party experiences outside of the sale itself, or it can be caused by some aspect of the sale. Lana, the medical equipment salesperson, received an angry call from the doctor she was working with and had to prepare for solving both the anger problem and the reason for it. What three actions did she learn to use in negotiating with an angry customer? Describe how she adapted these actions during the sale to move the doctor’s apparent position of

“I am going to win; I don’t care if you win” to “I want to win and I want you to win also.”