To be used with user's guide and workbook of the same name, which are shelved under call no. HF 5415.5 D53 User's Guide and call no. HF 5415.5 D 53 Workbook.

Vol. 1 Motivational (25 min.) -- Vol. 2 Training role plays (13 min.).

This video program goes beyond just describing how difficult "guests" behave, it teaches participants the strategies needed to make a prickly customer situation turn into a smooth buying/selling transaction for all those involved. Participants will learn how to deal with difficult guests by listening to the customers, apologizing personally, solving the problem and thanking the guest for their business and more. .

DVD

Closed-captioned for the hearing impaired.