21
Before You Call
(continued)
463&0)1 '%97) '366)'8-32
8)14)6%896)7%6)833;%61
*VII^IV6IJVMKIVEXSV
XIQTIVEXYVIMWXSS[EVQ
• (SSVWEVISTIRIHXSS
JVIUYIRXP]SVXSSPSRK
• (SSVMWWPMKLXP]STIR
• 'SRHIRWIVMWHMVX]
• ;EVQEMVIRXIVWXLIVIJVMKIVEXSV[LIRIZIVXLIHSSVMW
STIRIH3TIRXLIHSSVPIWWSJXIR
• 7II463&0)1WIGXMSR34)2-2+'037-2+3*
(3367(6%;)67
• 'PIERGSRHIRWIV7II'EVI'PIERMRK'LEVXMR'EVI
ERH'PIERMRKWIGXMSR
*VII^IVXIQ T IVEXYVIMWXSS
[EVQ 6 IJVMKIVEXS V
XIQT IVEXYVIMWWEXMWJEGXSV ]
• *VII^IVGSRXVSPMWWIXXSS
[EVQ
• 7IXJVII^IVGSRXVSPXSEGSPHIVWIXXMRK%PPS[LSYVW
JSVXIQTIVEXYVIXSWXEFMPM^I
6IJVMKIV EXSVXIQ TIVE XYVIMW
XSS[ EVQ *VII^ IV
XIQT IVEXYVIMWWEXMWJEGXSV ]
• 6IJVMKIVEXSVGSRXVSPMWWIXXSS
[EVQ
• 7IXVIJVMKIVEXSVGSRXVSPXSEGSPHIVWIXXMRK%PPS[
LSYVWJSVXIQTIVEXYVIXSWXEFMPM^I
8IQTIVEXYVIMRXLI1IEX
/IITIVMWXSS[EVQWSQI
QSHIPW
• 1IEX/IITIV8IQTIVEXYVI
'SRXVSPMWWIXXSS[EVQ
• %HNYWX1IEX/IITIV8IQTIVEXYVI'SRXVSPXSEGSPHIV
WIXXMRK
;%8)613-7896)*6378-27-()6)*6-+)6%836
1SMWXYVIG SPPIGXWSRMRWMHI
SJVIJVMK IVEXS V[EPPW
• ;IEXLIVMWLSXERHLYQMH
• (SSVMWWPMKLXP]STIR
• (SSVMWSTIRIHXSSSJXIRSV
XSSPSRK
• 3TIRGSRXEMRIVW
• 8LIVEXISJJVSWXFYMPHYTERHMRXIVREPW[IEXMRK
MRGVIEWIW
• 7II463&0)1WIGXMSR34)2-2+'037-2+3*
(3367(6%;)67
• 3TIRHSSVPIWWSJXIR
• /IITGSRXEMRIVWGSZIVIH
;EXI VG SPPIGXWSRFS XXSQ
WMHIS JHVE [IVG SZ IV
• :IKIXEFPIWGSRXEMRERHKMZI
SJJQSMWXYVI
• -XMWRSXYRYWYEPXSLEZIQSMWXYVISRXLIFSXXSQWMHI
SJXLIGSZIV
• 1SZILYQMHMX]GSRXVSPWSQIQSHIPWXSPS[IVWIXXMRK
;EXIVGSPPIGXWMRFSXXSQ
SJHVE[IV
• ;EWLIHZIKIXEFPIWERHJVYMX
HVEMR[LMPIMRXLIHVE[IV
• (V]MXIQWFIJSVITYXXMRKXLIQMRXLIHVE[IV;EXIV
GSPPIGXMRKMRFSXXSQSJHVE[IVMWRSVQEP
;%8)613-7896)*63783987-()6)*6-+)6%836
1SMWXYVIGSPPIGXWSR
SYXWMHI SJVIJVMK IVEXSVS V
FIX[I IRH SS VW
• ;IEXLIVMWLYQMH
• (SSVMWWPMKLXP]STIRGEYWMRK
GSPHEMVJVSQMRWMHIVIJVMKIVEXSV
XSQIIX[EVQEMVJVSQSYXWMHI
• 8LMWMWRSVQEPMRLYQMH[IEXLIV;LIRLYQMHMX]MW
PS[IVXLIQSMWXYVIWLSYPHHMWETTIEV
• 7II463&0)1WIGXMSR34)2-2+'037-2+3*
(3367(6%;)67
%9831%8-'-')1%/)6
-GIQ EO IVMWRSXQ EOMRK
ER]MGI
• -GIQEOIV[MVIWMKREPEVQMWMR
XLIlYTzSV3**TSWMXMSR
• ,SYWILSPH[EXIVPMRIZEPZIMW
RSXSTIR
• *VII^IVMWRSXGSPHIRSYKL
• 7EHHPIZEPZISRGSPH[EXIV
TMTIMWGPSKKIHSVVIWXVMGXIH
F]JSVIMKRQEXIVMEP
• 'LIGOXSWIIMJXLI[EXIV
HMWTIRWIVMWHMWTIRWMRK[EXIV
• 1SZI[MVIWMKREPEVQXSXLIlHS[RzSV32TSWMXMSR
• 8YVRSRLSYWILSPH[EXIVPMRIZEPZI
• 7II463&0)1WIGXMSR8)14)6%896)7%6)833
;%61
• 8YVRSJJLSYWILSPH[EXIVPMRIZEPZI6IQSZIZEPZI
)RWYVIXLEXZEPZIMWRSXEWIPJTMIVGMRKWEHHPIZEPZI
'PIERZEPZI6ITPEGIZEPZIMJRIGIWWEV]
• -JRSXXLIMGI[EXIVJMPXIVGEVXVMHKIMWGPSKKIHSV
VIWXVMGXIHF]JSVIMKRQEXIVMEPERHQYWXFIVITPEGIH