The Seventh Sales Step You Can't Skip
Ask for the sale.
I think a behavioral scientist could make a life-study of all the reasons professional sales people come up with for not asking for the sale. The most common:
I don’t want to appear pushy
I think it’s a good idea for customers think about it
They told me they were going to get other bids
She said she needed to talk with her husband
I don’t like it when salesmen ask me
I don’t want to hear “no”
If they say no I’ll be a failure
I don’t want to be rejected
Folks, it’s your job to ask for sale. The customer expects you to. For some people if you don’t ask for the sale they think you lack confidence. Every person in your company depends on you to ask for the sale. If you don’t the next salesman will. If you followed the Selling with T.R.U.S.T.® principles and sales process you’re earned the right to ask.
Ask…and ye shall receive.
Make Your Proposal the Client’s CHOICE®
I have learned in my long career of selling HVAC systems that if you follow a proven sales process, the natural conclusion will be an expectation by the client that you will ask for their business right then. For your part, anything less is walking away from the opportunity.
To successfully get to the closing question, you must have a system and a process that is capable of completing all the required tasks during the allotted time and be prepared to professionally present the following at the kitchen table on the first call:
If you develop and follow the same proven process each time, then asking the closing questions below is an easy and natural part of the flow.
Which of the choices best satisfy these concerns that we identified today?
Which of the choices do you think is best for you and your family?
Do the net monthly payments meet your budget or do you want to look at alternative payment options?
Would you like me to check our installation schedule to see if we can arrange an installation date while I am here?
This in-home sales process and features are built into TRUST PRO® online. For more information and a free demo of how to use TRUST PRO® online on a tablet in the home log onto www.trustproonline.com
TYE's Tech Tips
You Have Once Chance by Tye Leishman
For some technicians, the workday can seem routine, even boring. How would you like to change that? Here’s a way that works for me.
I look at every call as my one chance to make a great first impression that can last a lifetime.
When the customer realizes they have a problem they aren’t happy about it. They called your company, perhaps even asked specifically for you, because they trust you. Think about all of the other companies they didn’t call. They are expecting special treatment so let’s give that to them. Think of the dispatch you received as an electronic opportunity.
You may not yet realize this but to your average residential or commercial customer, you are a hero. When you arrive at the scheduled time, professionally presented in a crisp uniform and clean service vehicle, they see you as having the ability to rescue them and provide them with a safe and comfortable environment for themselves and their family.
You have one chance, so upon arrival, gently knock on the door, have a big smile on your face, and give him and/or her firm handshake. Don’t forget to put on your shoe covers and engage them with questions at the source of their problem (the equipment). Do all of this, on every call, and you will have set in motion the beginning of a great long term relationship, a relationship built on trust.
Tye Leishman has serviced, installed and sold HVAC systems for 20 years. He is the founder and President of Tempco Refrigeration & Air Conditioning Ltd., a full service HVACR/Electrical contractor located in Powell River, B.C. Canada. He is also a certified sales trainer with TRUST® Training and Consulting. Tye can be reached at firstname.lastname@example.org 1-604-485-5352.
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