Please give me a moment to look at your account details.
Make sure they are calling about a system on file. (Has not been replaced)
Can you confirm the system you would like maintained?
And it is ____ years old?
Thank you
If equipment is on file - So I see we have your *equipment type* on file, it's about *years old*, and has warranty until *this date*. If equipment isn't on file - Can you please confirm the type, age, and fuel source?
When booking a maintenance, make sure to ask "is your equipment currently working?" If it is not, we must book a diagnostic. If the customer says it's working but is having issues, make sure the diagnostic is quoted. Book as a maintenance but note that if something is wrong, a diagnostic has been quoted.