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Are You Ethical?

By Service Excellence Training Are You Ethical?
windshield time

In this week’s episode of Windshield Time, hosts Chris and Chris are going to talk about ethics.
Ethical situations may come up when a tech processes a home that may go against their moral values. Keep reading or tune in to hear about the ethics of sales.

Ethics in Sales

Sales should not be synonymous with manipulation. For example: closing. Closing is the art of asking to earn someone’s business. You may remember this hit like from the movie Glengarry Glenross:

Always

Be

Closing

But closing should not be about manipulation or tricks.

Closing is not about tricking individuals into buying something; it should be about asking someone to buy something. You are the expert in the situation, it’s asking for the buyer to make a choice. Closing also does not mean always getting a “yes”. Closing is the final clear future in a buying situation: yes or no.

 

Closing is asking the customer to do business with you. This even applies to technicians, not just sales people.

 

Asking the customer to choose something that they do not fully understand or does not have a need for is unethical in the opinion of the hosts. Remember, your customer is not you; they may not truly have a need for some things even if it is a product that you may want them to have.

Make a recommendation based on what you find, not based on the cost potential of the job.

 

Handling Objections

 

Handling money objections can be a difficult subject but we do have to have these discussions frankly as at the end of the day, a job will be paid for. An objection is best handled as troubleshooting. If a quote or estimate is too expensive: ask the customer why and try to find a solution that fits best for both you and the customer.

 

 

 

 

 

If you want to learn more and many other tricks of the trade, we have online training courses available as well as in-person training for sales and technicians starting January 31st in Austin.

 

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