In customer service, you should hear what the customers say about the sales people.
Much of what happens with customers' behavior is based on a bad experience with a sales rep, directly or what they hear by word of mouth. I brought up a perfect example the other day where customers were led to expect more than they should from Scotchgarding their carpets. When I figured out what the real issue was, I changed my rebuttal to explain the purpose of Scotchgarding which melted resistance and made customers more sensible to me (I worked sales back then, but I had customer service skills I put to good use later on).
From my experience, you can improve 80% of the time (the 80/20 rule). What you're experiencing is part of the game (may not be easy at first, try experimenting a bit and you may amaze yourself).
