Customers Want to Help
§ Customers are trying to be helpful and they tend to ask questions in a way they think will help you answer them easily. If they can get "the book" on the subject, they will look it up themselves. This leads to a very common phenomenon -- questions that are too broadly stated.
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§ Although customers often ask you for the "book on" something, if you knew the specific question, it might be answered by another source - - the World Almanac or a magazine for example.
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