This session faces up to the problem of difficult customers and how to overcome the objections they put forward.

These are the prospects that tempt even the experienced salesperson to say “I know the deal with them. I move on. I don’t waste time. I cut my losses.” But the real sales pro knows that inside every difficult customer there’s a good sales prospect struggling to get out. Once you know the right button to press.


This guide is designed for a manager or a facilitator to deliver a short workshop featuring videos from the Video Arts Selling Essentials Series.


Each video comes with a series of activities around the following structure:

LOOK - watch the video and reflect on the content and message.

THINK - activities and questions linking the video to their own experience and workplace. REMEMBER - a summary of the key learning points.

Each section relating to the video will last around 15 minutes.

ACTION PLAN - At the end of the series of videos and activities delegates should be encouraged to share the most important actions they will take and record actions on their Personal Action Plan sheet.



 The Ducker

 The Ditherer

 The Dictator

  •  Trainer Tools

  • Difficult Customers Workshop Guide


Difficult Customers