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How do I add a question customers keep asking?

Add it to section 4 with your answer and what to never say.

Narrated video with captions, 39 s. Made with a fictional company, Brightline Heating & Air (sample · fictional business). Read the transcript · Download the step-by-step PDF

Step by step

  1. Step 1: When customers keep asking the same thing, add it to section four of your workbook.

    When customers keep asking the same thing, add it to section four of your workbook.

  2. Step 2: Write the question the way customers say it, then the answer you'd give. Add what it must never say. Here, that a repair is covered by the maker's warranty.

    Write the question the way customers say it, then the answer you'd give. Add what it must never say. Here, that a repair is covered by the maker's warranty.

  3. Step 3: Find more in your inbox, reviews and call notes. Section four should have at least twenty questions, including the awkward ones.

    Find more in your inbox, reviews and call notes. Section four should have at least twenty questions, including the awkward ones.

  4. Step 4: Save the file and reload it in every tool, so the new answer is the same everywhere.

    Save the file and reload it in every tool, so the new answer is the same everywhere.

  5. Step 5: Ask it once neatly and once the way a customer would type in a hurry. Both should get the same answer.

    Ask it once neatly and once the way a customer would type in a hurry. Both should get the same answer.

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