Customer: "Hello can you give me a price on a computer package?"
Me: "OK are you a home user?"
Me: "OK we are really for business but I can give you some numbers of companies that can help you, when you say package what do you mean are you looking for a new computer?"
Customer: "If the price is right I want it for my kids so they can write stuff we have a computer here"
Me: "Aha, you have a computer? Then you just need an office package."
Customer: "My computer is broken"
Me: "OK give xxxx a call he can either fix yours or give you a price for a replacement"
If I'd have sold her a unit she would have been on the phone every day "We cant play this, how do I do that?",