I've over 25 years customer service and sales experience, 17 of those in technical Support for Cox Communications as a Tech Support Rep II supporting all digital video products (Contour was launched shortly before thy closed the California Customer Care Center), Cox Digital Phone service and High Speed Internet. We had sales metrics we had to meet for our tech support employee reviews. This was a high volume call center, we took inbound calls & called customers back for followup when needed. We brought up every customers account, and made notes after every call. Most calls involved troubleshooting or educating customers on using, installing or relocating Cox equipment or features of the same. Every call that was not a complaint we hade to up-sell to the customer. I also spent a year working for HD Supply FM in their call center taking business to business phone orders from their catalog suggestive selling, probing open & closed questions were used here because sometimes the customer did not have the part number and needed help finding it.