Salesmanship part 5 - The customer is rarely RIGHT, but ARGUING always makes you WRONG!

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It doesn't matter how miserable, how argumentative, and how angry or hostile someone is towards you. When you argue back, you make it worse.

The first thing to do is to disarm the person through remaining calm. This legitimately confuses people who are looking to get a rise out of you. Most people enter arguments with an idea in their head of what they think you are going to say, with an idea in their head on how you are going to react. When you do not react according to their preconceived notion, it puts them off their game and gives you a competitive advantage.

The customer may often be wrong. I get this. But, when you argue, you wind up just as wrong, even when you are right.