So, in closing I want to reflect back to my opening statement, I had the majority of the volume, so I focused on making the sale the very best it can be by making sure I connected with my customers by taking time on the call. Next, I had to work out what it was the client was looking to send - we would figure that out together. Last, I needed to be sure I had all the details of what was needed to be timely and most important, be sure the details were covered so my client looked good. A simple typo in a card message can really hurt how much a customer feels they can trust you. Take the extra moment and read back the info. The agents who take the time to do that are the ones who are going to last. YES WE CAN - remind your staff there is a way to do everything. Let's empower them to do whatever it takes to succeed and close the sale. Who knows, you may learn a trick or too?