What should you do to greet a customer on a service call to maximize engagement?

• A. Start with pricing discussion.
• B. Ignore the address.
• C. Wait for customer to speak.
• D. Introduce yourself, confirm address, ask about top concerns, and outline the next steps.

Answer: (D)

The key idea is to greet the customer in a proactive, personable, and organized way that builds trust and sets the conversation up for success. Introducing yourself establishes who you are and creates a personal connection. Confirming the address ensures you’re at the right place and ready to help, avoiding confusion or mis-service. Asking about the top concerns invites the customer to share what matters most, so you can prioritize what needs attention and tailor your approach. Outlining the next steps gives clear expectations for how the visit will unfold, which reduces uncertainty and demonstrates professionalism.

This combination shows you value the customer’s time and priorities, helping to engage them from the start and smooth the path to effective service. Starting with pricing can put the focus on cost too early and raise objections before trust is established. Ignoring the address creates logistical risk, and waiting for the customer to speak can miss opportunities to guide the conversation and uncover key needs.