Part 6—
Build Relationships Over the Phone

Suggested Answers to Part 6
Full-Service Responses
— Comments & Suggested Responses

Your responses will probably be different than the suggestions here, but be sure you are giving your phone customers full-service responses—consider what additional information might be helpful to them, based on their questions.

Phone Customer	Sales Associate
Can you tell me if my prescription is ready?	Yes, it is ready to pick up now if you like. If you’d prefer, we can deliver that to you by 5:00 p.m. tomorrow, free of charge.
What is your price on the Reliable Baby Monitor?	Our price is $25, which we believe is competitive. If you find it for less, we will meet the price. By the way, we have a gift registry service in our baby department, if that would be helpful to you.
How long do custom orders take?	Normally, special orders take 2 weeks, but we can have it shipped overnight from the factory for an additional $10.
Do your bicycles come already assembled?	You have the option of assembling the bicycle yourself or paying an additional fee to have it assembled. We also sponsor an assembly and repair clinic on Saturday mornings, if you’d just like to use our tools and have someone available to answer questions.

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