31.3 Oil Storage Tanks . . . . . . . . . . . . . . . 662 31.4 Oil Pumps . . . . . . . . . . . . . . . . . . . . . 662 31.5 Nozzles . . . . . . . . . . . . . . . . . . . . . . . 664 31.6 Electrodes . . . . . . . . . . . . . . . . . . . . . 666 31.7 Primary Control . . . . . . . . . . . . . . . . . ⤀ 668 31.8 Flame Safeguard . . . . . . . . . . . . . . . 671 31.9 Stack Control . . . . . . . . . . . . . . . . . . 672 31.10 Air Conditioning with Oil Heat . . . . . . 673 31.11 Troubleshooting Oil Furnaces . . . . . . 674 C H A P T E R 3 2 Electric Heat with Air Conditioning . . . . . . . . . . . . . . . 679 32.1 Heating with Electricity . . . . . . . . . . . 679 32.2 Electric Heating Elements . . . . . . . . . 680 32.3 Two-Stage Heating System . . . . . . . 683 32.4 Add-On Air Conditioning . . . . . . . . . . 686 32.5 Troubleshooting Electric Furnaces . . 691 C H A P T E R 3 3 Heat Pumps . . . . . . . . . . . . . . . 695 33.1 Residential Heat Pumps . . . . . . . . . . 695 33.2 Heat Pump Application . . . . . . . . . . . 698 33.3 Airflow Standards . . . . . . . . . . . . . . . 703 33.4 Defrost Cycle . . . . . . . . . . . . . . . . . . 704 33.5 Charging a Heat Pump System . . . . 705 33.6 Heat Pump Thermostats . . . . . . . . . . 705 33.7 Reading Heat Pump Schematics . . . 707 33.8 Troubleshooting Heat Pumps . . . . . . . 711 33.9 Ductless Split Systems . . . . . . . . . . . 713 C H A P T E R 3 4 Customer Relations . . . . . . . . . 717 34.1 People Skills . . . . . . . . . . . . . . . . . . . 717 34.2 How to Win an Argument: Avoid It! . . . 718 34.3 Names Are Important . . . . . . . . . . . . 719 34.4 Become Interested in Other People . . . 719 34.5 Smile and Be Friendly . . . . . . . . . . . . 719 34.6 When Wrong, Admit It . . . . . . . . . . . . 720 34.7 Shaking Hands . . . . . . . . . . . . . . . . . ⤀ 720 34.8 First Impressions . . . . . . . . . . . . . . . 721 34.9 Showing Respect . . . . . . . . . . . . . . . 721 34.10 Selling Service . . . . . . . . . . . . . . . . . ⤀ 722 34.11 Ten Commandments of Good Service . . . . . . . . . . . . . . . . . . . . . . . 722 34.12 Service Calls . . . . . . . . . . . . . . . . . . . 723 Glossary of Technical Terms. . . . . . . . . . . . 726 Index. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 766 xviii