You have clients that will absolutely not buy from you on the first visit. In a world that demands a “one-stop close,” this can create a lot of stress for you and your client. That stress is unnecessary and unproductive. In this post, Service Excellence is here to demonstrate exactly how you can win the sale on the follow-up.
Don’t Fool Yourself
Be warned that learning how to do the follow-up sales call is no reason to fool yourself. Many HVAC technicians and plumbers convince themselves that they never have to close on the same day. They fool themselves into thinking, “This client likes me. I can get this on the follow-up call.” That thought process will lead you down a road of poor sales.
Yes, you can win on the follow-up sales call. But you must adopt the mentality of wisdom, not foolishness.
The Wise Know Their Clients
A wise HVAC technician will get to know their clients. They will study them and know their buying habits in advance. Understanding the DiSC profile personalities can make this process ten times easier! A wise plumber knows the following about the client and their buying habits:
Fast buyers are most often the driver or the influencer personality types. The driver and the influencer buy for different reasons, but they buy fast. The driver buys to boost his control and power. The influencer buys to boost his ego and prestige. There are very few fast buyers that want to waste time. If you aren’t selling them on the same day, then you’re missing their key motivators.
Slow buyers are most often the stable or compliant personality types. They buy for different reasons, but they buy slowly. The stable buys to please others and to serve and protect. The compliant buys to solve a logistical problem and to gain precision. There are very few slow buyers that want you to rush through the call. The compliant needs to process the information, and the stable needs to process their feelings.
Discover Why The Client Needs More Time
If your client does not feel comfortable buying today, you must discover why. You need to do this in such a way that you discover 3 things:
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Is the client comfortable with you?
If the client is uncomfortable, then leaving the home to give them more time will do nothing. They’ll simply go looking for someone they’re comfortable with. That is why this article starts off with, “Don’t fool yourself, and get to know your client.”
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Have you addressed all of their concerns?
This is not about comfort. This is about discovering if they agree with the technician’s findings and recommendations.
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Is there anyone else they need to consult?
Perhaps it isn’t a person, but information your client needs to consult. This is critical. When you know this about your client, then you can create an appropriate follow-up for success.
Schedule Your Follow-Up Appointment
Once you know why your client needs more time, you should be able to schedule a follow-up visit on a calendar. By the way, this is a PASS/FAIL test. If the client doesn’t happily get their calendar out, then you know there is a bigger issue at hand. You still have an objection that’s rooted in trust and value.
Here are 3 keys to putting your follow-up appointment on the calendar:
- Place your appointment in your smartphone’s calendar. Have your client do the same.
- Ensure that the client will have what they need for the next appointment. Be that their partner or additional information.
- Set the appointment with the office while you’re in front of the client.
Review Your Value And Commitment To Service
This should be done before you leave and again when you return for your follow-up visit. Some time will have passed since you last saw your client. Chances are good that some of your value has worn off. It is always wise to review your value points. Do a “mini” presentation for your clients to get them back up to speed.
Go For The Sale
Yes, some clients will need more than one follow-up, but I don’t recommend that you do too many of those. You can find yourself becoming a professional visitor.
Go for the sale! You’ve earned the right to ask for the business with focused determination. The follow-up can be a huge source of income for you, just make sure you’re using these tips to assure your success.
Join us for our next PRESS PLAY Training Series for Techs and Sales. And remember, here at Service Excellence, we IGNITE THE POWER WITHIN!
