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Real-Life Activities

Real-Life Decision Making -- Solution

You explain why he should get a new furnace.

Despite his clear directions, you explain to Mr. Smith why he needs a new furnace. You tell him you're not trying to sell him anything. Rather, you want him to save money in the long term.

This is the real-life decision made by gas fitter Keith Fagnan. "It's not always easy to explain the benefits to the customer," he says. "It depends on their personality."

Gas fitters do their best to help their customers save money. Having a reputation for putting customers first will profit a gas fitter down the road. "You want to make sure they're getting the best value," Fagnan says.


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