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Step one of the sales process is designed to do one simple thing: create a sense of trust so the homeowner will relax, ease up on the suspicion, and let you do your job and help them.

In the latest “clip of the week” from Cracking the Code, Weldon Long relates a story about encountering a customer with a health problem. Through observation and taking an interest in the homeowner’s problems, he was able to deliver the perfect solution while maximizing customer satisfaction.

Watch the clip below, and visit egia.org/Show to watch the full show, before it goes in the members-only archive on February 4.