In the past, if a customer had already called Dish and set up an install and THEN decides to go through you instead, the customer had to call Dish and cancel the order. NOW, you call Retail Services. They speak to the customer to verify the cancellation, then you can proceed to build the acct. On Friday I had the customer on the store phone and RS on my cell. I was able to put both phones on speakerphone and hold my cell near the store phone and they were able to hear each other with no problem.