This week Chris Elmore and Chris Loudermilk explore the order and quality of conversation during sales calls. Knowing what to say and when to say it can make all the difference when trying to earn customer trust and make sales. Read on to find out some of the advice Chris and Chris recommend to all technicians to make your service grows from good to great!
Many technicians may give in to fear of failure or the assumption that customers don’t want to be asked questions during a sales call. In fact, it goes a long way to make sure the customer is in the loop while you are making a repair or completing a tune-up. The customer is the one who lives in the home and likely notices things that can indicate problems. Making conversation with the customer can reveal their concerns and give technicians a good idea what to look for or check when looking at their system.
For example, during an HVAC tune-up you may be there to complete your routine service, but by asking how the customer is and if they’ve noticed any abnormalities you may find out they feel like they dust very often. This tip allows you as a technician to be more aware when checking the unit and recognize that the dirt and dust present in the home may be a problem.
Conversation with the customer shouldn’t just be full of niceties. It is an important tool to help the customer feel the connected flow of your sales call. When the customer understands more about what work you’re doing, they will understand better if you have to make recommendations at the end of your visit.
For example, a new customer may not know that an AC tune-up requires you to rate their system’s parts either green, yellow or red. Even if they’re a repeat customer, be open and honest about what you’re going to do before you begin the system check. Many times when you are done with your evaluation the customer will be able to see what colors their unit has been rated and understand that red or yellow means there’s a problem.
This basic understanding serves to connect the dots for the customer and set the flow for the sales call. They will know what you are working on before you begin, they will understand what the results are and they will be able to take your recommendations more seriously at the end.
Begin your sales call by including these conversations and explanations so that your visit is solid on both ends. Building a solid presence at the beginning of the sales call by talking, asking questions and explaining what you’ll be looking for or checking will eliminate any confusion on the customer’s part. It will also help you single out problems quicker and show the customer a comprehensive evaluation.
For example, just bringing up a product on sale at the end of the visit feels like an obvious upsell. Instead, if your customer worries about the dust in the early conversation, you can then look for the causes of the dust during your system check. When you have noted the filter system or other HVAC part that is struggling, you can share this information with the customer. If a replacement or addition also happens to be on sale then mentioning that at this point will feel like a natural and helpful solution to their problem.
If you are unsure about implementing these strategies or would like to learn more, contact Service Excellence. Our team is highly trained and extremely friendly. We know that every technician has a great salesperson inside of them – sometimes you just need some help! Watch yourself grow from an okay technician to a truly great one when we help you IGNITE THE POWER WITHIN.
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