With folks turning to the Internet more frequently, it's not unusual for customers to have a pretty good idea of what they want before they call you. For example, here's an e-mail from a customer: "We're interested in lowering our heating costs and considered the (brand name withheld) fireplace because of their ads claiming 50% savings. Seems a bit far fetched and lots of Internet push-back, so we're not exactly enamored. Natural gas is available and we really like the ...

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