What better way to perfect an independent contracting team’s effectiveness with clients in the field and on the phone then to focus on overcoming objections? When an HVAC, plumbing, or electrical company team takes time to train on working through client obstacles then that company can boost its success in the sales and service process. Zig Ziglar outlines the 5 main obstacles that tend to appear throughout the sales process in his quote: “Every sale has five basic obstacles: no need, no money, no hurry, no desire, no trust.” In this post, we are going to jump into the fourth obstacle and learn ways to effectively overcome the “No Desire” obstacle:
4. “No Desire”
There are two main modes of thinking when it comes to clients that use the “No Desire” obstacle to halt a sale call. We will delve into the thought-process of both “The Procrastinator” and “The Fair-weather” as well as discover the resolution for both types of “No Desire” client:
The “No Desire” obstacle that we will explore today can go hand-in-hand with the “No Hurry” obstacle that we explored last Thursday. Similar to the clients that are prone to use the “No Hurry” obstacle, the customers using the “No Desire” obstacle will be more likely to place emergency calls into your company because of a system or product malfunction due to a lack of maintenance, service, or replacement. Many customers that aren’t in a hurry to invest may also have no desire to invest because they don’t have all the information that they need in order to make the best and most well informed decision.
The “No Desire” obstacle is also a prominent objection inside specific populations that may live in mild and temperate geographical regions where HVAC, plumbing, or electrical products may have less stress placed on them. Even some individuals living in these areas may feel that they can simply live without your company’s services (however most people today see HVAC, plumbing, and electrical work as a necessity). A greater majority of people living in these regions may believe they need your initial services but they may think they can live without having maintenance, repairs, or replacements.
The best resolution to the “No Desire” obstacle presented by both the first type of client (“The Procrastinator”) and the second type of client (“The Fair-weather”) is to confrontation and overcome the obstacle from the root problem (a lack of information). Both “The Procrastinators” and “The Fair-weathers” have a lack of information about the increased safety, efficiency, and lifespan of systems and products that have regular maintenance performed on them. These clients may also have a lack of knowledge and information about the scheduled service plan options that can work to benefit their initial investment. There may also be a lack of information about the potential need for add-on products such as water-quality products, surge-protection, and IAQ products that can benefit the health and safety of clients (even those that live in the most temperate of climates). When these “No Desire” clients are informed of the benefits that surround maintenance, scheduled service plans, and add-on options as well as gain an understanding of the long-term benefits of their investment in your company’s product; then their lack of desire will melt away to be replaced with their ability to make a well informed and logical decision.
When clients have the information necessary to make the best decision, it makes the sales and service process a better experience for both the client and the service company. When an independent contracting company works to illuminate the most popular client objections and then spends time training their coworkers on how to overcome those objections; then that company’s team will be filled with more confident, effective, and outstanding technicians, CSRs, dispatchers, and managers. Thank you for following our weekly posts. Here at Service Excellence Training, we turn learning into earning!
-Resource curated by Whitney Stewart of Service Excellence Training.