Scenario: In the pre-chat survey, someone clicks that they are a Trade Professional. They then proceed to ask a question that has nothing to do with the Trade Professional Program, such as "Can you tell me if you have stock of Amerock 56743-BBR?"
Unacceptable Answer: Let me check that for you. [a moment later] Yes, we have that item in stock.
Better Answer: Let me check that for you. While I do that, I noticed you indicated that you're a Trade Professional. Can you tell me a bit more about what you do and the project you're working on? [then, once they respond, tell them about our Trade Professional's Program]
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