How to Sell Seemingly Unrelated Items

This week on the podcast Chris Elmore and Chris Loudermilk talk about selling the seemingly unrelated items on a call. A customer calls for one of three reasons: a problem, maintenance or a quote. On each of these types of calls you will find items that the customer may not have expected were related to the reason for their call. Chris and Chris talk about how to reset the customer’s expectations in the beginning, how to deliver on those expectations, and how to tie everything together.

How to Sell Seemingly Unrelated Items

As technicians, your training allows you to be very observant when it comes to your customers’ homes. This means that you are likely to come across unrelated issues on your service call that could require attention as well. But if the customer requested a specific repair or issue, how do you bridge the gap between what you were called there to do and the seemingly unrelated problems you have discovered?

Reset Expectations

In our previous episode of Windshield Time, we talked about when and how to set up expectations about the sales call with the customer. That tactic is extremely important in this lesson as well. When you speak to the customer before starting to repair or evaluate their systems, be completely transparent about the range of checks you will be making. 

For example, emphasize that you will complete the job you are there to do, but also let them know you will be checking the other connected systems in the home to make sure that problem doesn’t happen again. The customer needs to know you are looking at different areas in their home that seem unrelated to the problem simply because you are trying to avoid major issues in the future – it’s all to help them! This will allow you to inspect multiple systems and identify any problems that may need repairs or replacements.

Deliver on Expectations

Once you have set those expectations with the customer, it is equally important to follow through and do what you said you were going to do. If you say you will check the other connected systems for issues and you don’t, a problem could reveal itself in the future that you could have prevented. 

When you do identify a seemingly unrelated problem in the home, record it, record it, record it. Simply telling the customer they have a problem is not enough. You must put your observations in writing, and taking pictures is even better! Fewer people can refuse to believe what they see right in front of them in a picture, and you want to make sure there is physical proof that you informed or advised the customer on their unrelated issue.

Relate Your Observations

You need to make sure you help connect the dots between the task at hand and the seemingly unrelated problems. Are the issues on the same plumbing system? Are they all pieces of the HVAC system? Explain to the customer that while looking for any contributing factors to the main problem, you observed the secondary issues. They are connected on the same system or both problems are caused by the same thing like age. 


If these expectation techniques are working for you, come learn some more at Service Excellence! Our team has a ton of advice and experience to share with you that is proven to work every single day. Grow from good to great with our coaches, and watch your success skyrocket!

Download the Podcast!

Listen on Apple

Listen on Spotify

Listen on Stitcher

Get Connected

What SETs Us Apart?

Proactive Business Plans

A proactive business is a successful business. That's why our team takes the time to make sure every client has a proactive, not reactive, business plan. Our strategies make your business run more smoothly and profitable.

Proven Results

Our training services help businesses identify and achieve their key performance indicators (KPIs). Whether it's increased revenue or higher satisfaction rates, our methods allow you to see immediate and continued results.

Personalized Training

Our team of experts works hard to make sure your business gets personalized training. We'll work with your team one-on-one or in group settings to set and achieve your business goals. We develop training based on your goals!

Prioritizing People

We believe that people are the most valuable asset. We strive to provide outstanding benefits, life balance, leadership, and support to our team. We believe in helping people reach their greatest level of growth, contribution and satisfaction.

Success Stories

I've increased my sales from $250,000 a year to over $400,00! This really works.

-Scott Putman, Putman Plumbing

Success Stories

Over $2,400,000 in sales my second year after training with SET!

-Chris Yanez, Selling Tech

Success Stories

I sold $18,867 on my first call after SET's Press Play for Sales event series!

-Jake Pettit, Selling Tech

Success Stories

We have been with Service Excellence Training since 2015 and believe it is an integral part (training, coaching, mentoring) to our overall business model.

-Judy Mueller-Hyde, Director of Operations
Hydes HVAC Company Logo

Trusted By

horizontal red and purpler plumbtite logo
142 Cimarron Park Loop, Ste E, Buda, TX 78610
Join our newsletter
© 2024 Service Excellence. All Rights Reserved
Website by Leadhub