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Contagious Selling: How to Turn a Connection into a Relationship that Lasts a Lifetime by David Rich

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CHAPTER 9

Cultivating Through Crisis

Let’s face it, it’s easy to build a relationship when the sun is shining, everyone loves you, and there’s not a cloud in the sky. It’s an entirely different matter when things go wrong. And in the ever changing world of business, things can and do go wrong. In this chapter, we will explore how to continue to move the relationship forward when the customer has a complaint and how to steer clear of the bumps in the road that could threaten to end even the best of relationships.

The one thing you can bank on is that there will be problems. No relationship has ever existed that didn’t experience some setbacks. Sometimes the problems are brought on by the salesperson, and sometimes they are caused by someone or ...

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