Greetings,

The following are, in my opinion, phrases (lines) that every SA would do well to study, memorize, rehearse, and use when working the phone. In no particular order of importance:

1. I understand.

2. I'd be delighted (or pleased) to help you.

3. May I ask you a few questions?

4. What's your first name?

5. We test, not guess.

6. Our service philosophy is one of keeping you on the road, so you're never stranded alongside of it.

7. I'd be pleased to give you a ballpark number.

8. That's a good question; let's see if we can figure that out - (Instead of I don't know)

9. I suggest (or propose) we try... (Instead of we can't/don't...)

10 Can you bring it down now? (or at some specific time)

You can probably figure out when you would use most of these, but if there's any interest in discussing them further, I'm pleased to do so.

Mark Hambaum
Educator/Instructor/Consultant
MDH Automotive Services
Richville, Michigan, USA