As a customer, we all know how frustrating it can be to ask a question to a service person and receive either a blank stare or the words "I don't know," and then you realize the exchange is over.  No further help will be given. This Tune-Up is really basic training; it requires everyone to understand the exchange with a customer is not "over" until all questions have been answered to the customer's satisfaction and they are ready to move on. Having you and your team master these steps results in a very polished service exchange!