You are a customer service representative for an automobile dealer, and you return a phone message from Cynthia McGregor. When the phone is answered, you say, Good morning, may I speak with Cindy McGregor? The response is, This is Cynthia McGregor. How may I help you? During the conversation, Ms. McGregor asks very specific questions about an automotive recall even though it seems obvious that the recall does not apply to her car. Throughout the conversation, she is very focused on facts, dates, and technical aspects of the recall.