It is good to plan before going for a sale, but while planning we should not get overboard with it, understanding customer’s emotions is a more effective strategy to closing deals than following a rehearsed sales script.

I think you make a good point here. We need to plan but very quickly that plan goes off track. We need to great the situation and be flexible. If things are not going well we need to pick up on the customer's emotions and react accordingly. A good plan will give us options. If we can have things ready in our plan that we can offer in different situations then it will make it easier to change tact.