So Ma Bell developed 6 steps for customer service for the 26,000 employees that work at the more than 2,300 stores that Ma Bell owns and operates. The key is that Ma Bell wants to get away from transactional sales. It "is not in the business of selling products. They are in the business of selling solutions." That's the right mindset.
"Build value. An employee will ask the customer specific questions to understand the purpose of their visit." You need to have real open ended questions that will elicit the information from the prospect.