To achieve 100% customer satisfaction, technicians and comfort advisors need to understand that their primary job is to objectively evaluate customer and system replacement needs. They then help customers make the right repair or replace decision. Therefore, proper communications with the customer are critical to a successful installation and integrated within each step of the replacement call to include pricing, surveying, evaluating, and providing helpful information. Following the Proactive System Replacement Trust-Selling Standard Procedures & Forms section is an easy step-by-step action plan of closing more replacements and at higher margins.