I'VE BEEN HERE FOR LESS THAN 10MONTHS AND WHEN I STARTED I FUMBLED AROUND WITH MY WORDING AND BECAUSE OF THAT I BELIEVE, WHAT WOULD BE VERY HELPFUL IS A "CHEAT SHEET OF KEY PHRASES" , ... WHAT I MEAN IS A LIST OF PHRASES WITH PROFESSIONAL RESPONSES AND QUESTIONS TO COMMONLY ASKED QUESTIONS AND COMMENTS. I BELIEVE THAT IT WOULD NOT ONLY RAISE OUR LEVEL OF PROFESSIONALISM BUT ALSO CREATE UNIFORMITY AMONGST AGENTS.