Remaining positive during difficult moments is a skill that I believe every insurance salesperson must master. I try my hardest to empathize with the customer and properly address his or her concerns and complaints. When you do this, the customer will usually understand that you are “on their side,” so to speak. I also use a professional and positive tone and avoid making any statements that could potentially make the situation worse. If the customer refuses to calm down or becomes disgruntled, I simply alert a superior and allow him or her to handle the situation further.