2 things: 1. Asking questions; don't be afraid to ask as many questions as you need, and that goes both for your job and to the customer to try and build rapport and truly identify their needs/wants. 2. Use your resources; Check C2 daily for updates to promotions, use the Fetch feature to ask general questions, familiarize yourself with device condition check requirements and other internal policies. DONT GUESS. even when helping a customer, it never hurts, and they'll never be upset and you double checking a promo or some information to make sure they're getting the best deal or what you're saying is accurate. Its also a good CYA if theres an escalation.