text: (Salesperson): “We have a 24/7 hour hotline to handle emergencies. You will get a response immediately.”
  This is not a bad answer, but a huge selling opportunity is missed in the process. Here is how Mr. Shmooze would handle the same question.
  (Mr. Shmooze): “That is a great question (validation). What kind of emergencies have you experienced?”
  (Repeating the issue supports its importance. This question opens up the door to an emotional response).
  (Buyer): “Just the other night, I needed to get a big order over to a major client, and I couldn’t get a hold of anyone who could actually do anything. I don’t need phone numbers, I need a process and a guarantee that my service provider will come through for me with action, not just talk.”
  (Buyer): “Well their so called 24-hour hotline was worthless. I was talking to someone in South Dakota about my problem in Chicago. I was up all night and managed the whole thing myself. I never want to go through that again.”