This case is about dealing with conflicts between clients and sales staff. For this purpose, sales are first mentioned, and its role and significance are interpreted from the point of view of sales as a function or sales as a business function. The content of the sales function should be based on core business activities that contain activities executed at the operational level. Such activities include an analysis of changing the motivation and content of the customer's demand, analyzing global trends in supply and demand, processing data and shaping information on demand structure, creating market marketing strategy, etc. The sales management functions are presented at the first management level, and the delineation of marketing and sales functions, the marketing function at the first management level was also presented. The steps that need to be followed in order to remedy the customer problem are highlighted, with particular emphasis on one of the most famous conflict resolution methods - Thomas - Killman's method that recognizes five different ways to resolve conflicts. The paper presents the results of the research carried out in May 2018 in the City of Zagreb on a sample of 100 respondents. The aim of this research was to determine whether respondents are involved in conflict with sales staff, how often they do it and in what way the conflict is solved.