You Should Offer Options to Your Customers

In this episode of the Service Contractor Radio Show, Chris Elmore and Brandon Cockrell discuss the importance of offering your repairs or replacement solutions in a cumulative options format. For years, in the plumbing, electrical, and HVAC trades we’ve been offering options in one form or other. Chris and Brandon give their insights after seeing most forms of options used in the field by many companies in many different markets. Here’s what they know about presenting with options:


  • Customers want options – Customers have told us this, many times, by the questions they ask. Questions such as, “What would you do?”, “What do I have to do?”, and “What can I do to keep it from happening?”


  • It’s normal to buy with options. Many businesses in many industries present with options. A car dealer may offer the typical good-better-best options even for a car.


  • Options make it easier for the customer to make a better decision. By grouping your solutions in options packages, the customer knows better what to do.


Your goal should always be to help the customer make the best decision. This isn’t your decision to make for them so you must present your solutions in a way they want, in a way they are used to, and in a way that helps them make the best decision. Presenting with cumulative options is the best way to do these things.

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