Like many of the best things in life, the most successful sales process comes in three parts. With all three of these sections mastered, your sales presentation will have the strength and clarity to boost your success significantly.
The 5 Questions
These questions that you are confronted with by the customer must be thoroughly answered in order to cover all your bases and build a trusting relationship. In any sales situation – including technicians on service calls – you must make sure these queries are answered long before actually asking for the sale.
- What are you recommending to me?
- Why should I buy the recommended thing?
- Why should I buy it from you?
- When should I buy it?
- How can I afford it?
The Pyramid of Pain
Working with the 5 Questions, the Pyramid of Pain needs to be completed step by step as well. These actions are important to connecting the dots for the customer and creating a natural understanding of the repair or purchase that needs to be made. Most customers do not inherently understand what a problem means, how it should be fixed and why it needs to be fixed. It’s up to you to show them all of these things.
- Make them aware there is a problem
- Stimulate the need for a solution
- Create desire for change in the homeowner
- Present solutions
- Ask for sale
Handling The 5 Objections
Even if you complete the previous two sections perfectly, you’ll likely run into the infamous customer objections. Objections are natural for customers to voice when they are unsure or slow buyers. There are multiple ways to overcome objections, but they can’t be ignored and allowed to sink into the customers’ minds. Look out for the following phrases, and make sure they are taken care of with the proper techniques.
- I need to talk to my spouse
- I want to get multiple bids
- I need to think about it
- I don’t know if I can afford it
- It’s too expensive
Service Excellence Wants You To Succeed
This quick sales lesson shows the three most important pieces of a successful sale. Our coaches here at Service Excellence train every member in the home services industry to understand and move smoothly through these points in order to build trust with customers. More trust leads to fewer objections, more closed sales and higher average tickets. If you’re ready to dive into this holy trinity, check out our helpful resources or sign up for an exclusive PRESS PLAY class!
