Q&A: Replacement Leads

By Service Excellence Training Q&A: Replacement Leads

We recently received a question from a member of ours named Jason. Jason is a tech who wanted to know how his numbers compare to other techs in his position. We’re going to go over Jason’s numbers and determine how he compared to his fellow technicians and what areas could use some improvement. 

Part 1: How Does Jason Compare

Luckily, Jason gave us access to all of his numbers, so let’s take a look at them:

how does jason compare graph

Next, we looked at his conversion rate. We took his number of leads (174) and divided it by the number of calls (737). This makes Jason’s conversion rate 23.6% Overall, we think Jason is doing above average when it comes to his average ticket cost and he is in a good place when it comes to his conversion rate. 

Part 2: How is Jason’s Closing Rate?

How is jason's closing rate graph

Using the numbers Jason gave us, we identified his closing rate at 31.03%. This number is not where we want it to be. Generally, the closing rate should never be below 60%, but at Service Excellence Training, we want our clients to be pushing up against an 80% closing rate. 

Part 3: How to Boost Closing Rate

With the place Jason’s closing rate is at, we will need to dive deeper into the individual situation. We need to address what gives the leads the highest probability of closing and we need to address what the lead-setting technician can do. Here are some steps to follow when you want to boost your closing rate:

Step 1: Use Your Repair vs. Replace Graph. Once you have created a repair vs. replace graph, learn how to unpack it to your potential clients. Show them the hard numbers and explain their options to them clearly and concisely. 

Step 2: Ensure there is desire. Make sure you get a vocalization of interest from your potential client, otherwise you are going to find a tougher sell. 

Step 3: Hype up your sales rep. Give your potential client an idea of who to expect when your sales rep comes for a consultation. 

Step 4: Set a committed appointment. Make sure an appointment is set with correct time expectations. Try to set an appointment where both partners are available and make sure the appointment is confirmed by your main office. 

If you identify any of the steps as the disconnect between you and a good closing rate and you are able to fix it, you will see your closing rate go up. If you improve the steps but the closing rate does not change, there might be a problem elsewhere. 

Overall, Jason’s stats look really good, and if he follows the four steps to boost the closing rate, he will be doing a spectacular job. We will work with Jason and his team to boost that closing rate. 

If you are interested in boosting your own closing rate or that of your team’s, get started with our monthly memberships or one of our live class events!

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