True or False. You should not make recommendations until after you’re presenting your summary of findings.

Whenever you’re communicating _____________________ matters to the homeowner, use the phrase “What that means to you is,” and translate it into something they can understand.

When it comes to the communication part of dealing with homeowners, technicians must follow the _____________________.

True or False. When you build the relationship and involve the homeowner in the diagnostic process, they are more likely to consider your recommendations, even if you’ve uncovered multiple issues with the system.

It is a(n) _____________________ expectation that the professionals we hire in our lives will tell us about any additional or potentially unexpected problems they uncover.