The most valuable process to a technician is the complete inspection. It assures that the most accurate diagnostic, and accurate recommendations, are given to the homeowner. This leads to a boost in average tickets, and a reduction in callbacks. Yet, most techs will leave a home with only the immediate problem being addressed.
As a sales and service trainer, I make it our responsibility to ensure our Plumbers, Electricians, and HVAC Techs have the communication tools they need to get a complete inspection on every call. You can use this same process to get a complete inspection on your next call!
“You’re a salesman. You’re NOT a tech! I’m a tech. A real tech is never a salesman.” Sales shaming. It’s what happens to a tech when his peers have decided that he has sold out. It’s the idea that a tech can’t be a tech once he starts learning higher level communication skills.
There is no shame in selling. Shaming a tech because he has decided to better himself in one of his skill areas is ridiculous, and it should be stopped.
Imagine that a technician’s skills are split into two main categories:
- Technical Skills
- Communication Skills
You have heard the saying, “if it were easy, everyone would be doing it”. But have you ever wondered, what is that person “doing”? How is he achieving exceptional results, consistently?
If you are sitting on the outside of excellence, then there are a few thoughts that will run through your head.
“Why am I not achieving that level of results? I bet he is getting all of the good calls or leads. The manager is sending him the calls that anybody can close!”
I used to think the same way!
In 2009 I sold an air conditioner to a lady that raised possums in her house. Not only did she raise possums, but she mounted them and posed them in odd positions after they died.
For an example, she took the skeletons of two possums and created a scene where a cowboy was riding his horse. The bottom possum was wearing a small saddle, and the top possum was sporting a cowboy hat.
The sales lead came in from one of our hvac techs. His name was Jason, and the phone call sounded something like this:
Readiness is key to survival. This truth is drilled in professional athletes and elite special forces. I believe the same is true for the Residential Sales Professional and Technician.
You have got to be ready at any moment to address a Sales Objection when it is thrown your way. RELATED: Obliterate the Sales Objections from your Workweek
In this video, I stopped by Thomas’ office to hit him with the ‘We might be selling our home” Sales Objection. You can see how he handled the objection in the video below:
Question: How do you stay ready to handle objections? Please comment and share on Facebook and LinkedIn.
The blog experienced explosive growth in 2015. 55,910 of you visited the site, and read 165,988 blog posts. First of all, Thank You for Reading and Sharing! You are the reason we are here writing, vlogging, and training each week.
Much of this growth is attributed to the maturity of the blog. We have been blogging weekly for the last 3 years. I can say that the blog is out of it’s infancy, and well past the toddler stage.
There was also a massive spike in growth once we started focusing on the readers of the blog, and delivering content they wanted to read.
In this post, I’m going to share with you the Top 5 Posts of 2015, and the lessons learned from each post.
Obliterate Sales Objections from Your Workweek - free eBook
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