Let’s face it; people DO judge a book by its cover. People do formulate opinions very quickly, whether those opinions are an accurate representation of who you are, honestly doesn’t really matter. In this HVAC Sales and Service Training video we will explore some thoughts and ideas as to how you can put your best foot forward, build trust, rapport, and what I will refer to as “breaking bread.”
Has a customer ever offered you a drink or snack? Have you ever been offered to sit down and share a meal with one of your customers or they took the time to prepare you a sandwich, cookies, etc.…? I’m sure you have.
Look back at those appointments…did those customers like you? Did they trust you? Of course they did! If they hadn’t, they wouldn’t have gone out of their way for you. In today’s world of sales your customers MUST like and trust you if they are ever going to open their wallets and buy anything from you.
Please don’t misunderstand what I am saying here. Your customers don’t have to prepare a meal for you in order for them to buy from you, but when they do go out of their way to share their time with you it is a very clear indication that you have earned a certain degree of their trust.
Nobody ever wants to feel like they are being “sold” all the time, yet I have yet to meet a person on this earth who doesn’t enjoy “buying” things. Consumers are smart. They can sense or feel most sales tactics and scripted approaches. They know when they are being “set up” versus when someone actually has their best intentions in mind.
Traditional HVAC Sales and Service Training rely heavily on tie-down questions, or questions that force your customer to answer in a way that leads them to a purchase. Questions like: “Health & Safety is important to you and your family, isn’t it?” Or “If I can show you a way that we could solve those comfort challenges that would be of value to you, wouldn’t it?” Who on earth is going to answer either of these questions with a “no”? Exactly! When you master the art of selling and communication you don’t have to resort to sales tactics such as these. You begin to have more of a “chit chat” conversation that builds trust and allows you to help your customers achieve their wants, needs and desires much more effectively.
There is also a huge emphasis on following a process that requires you to go from “A”, to “B”, to “C” and so on. I’m not saying having a process is a bad thing so please don’t misinterpret what I am saying here. Having a process ensures you can create repeatable results, the customer just should “feel” like your following a process or that they are being “led” down a predetermined path. The conversation should be able to navigate based on each customer’s behavior and input.
Let’s rewind a bit before we go too much further. When we first arrive at a customer’s home or office it is so important that we are putting our best foot forward to ensure any opinions that are being developed of us are an accurate representation of who we are and what we do.
A lot of this is covered in the video so I won’t type out each and everything here, just make sure you look good, smell good and are the poster boy or girl for professionalism. You get one shot at making a first impression!
Where most people miss the mark in breaking bread is right in the beginning. We are so focused on getting to work that we don’t invest nearly enough time focused on the most important part of the call….THE CUSTOMER! A minimum of 80% of your time and focus should be spent on your customer. The more time you spend the better, especially in the beginning. Understand that the more you can get someone to talk about themselves, the more they like you. Read that last sentence again….
This HVAC Sales and Service Training video is packed full of so information, here is a quick reference guide of the things you really need to consciously focus on each and every call.
*Get the customer to talk about themselves as much as possible.
*Find common ground. Things of interests, hobbies, etc. that you and your customer share.
*Give a sincere compliment. Just make sure it is sincere and not an empty, none heartfelt statement.
*Use humor (if it fits you) to get your customer to laugh in the first few minutes. Laughter is always the best medicine.
*Ensure your attitude and persona matches the attitude and mood you wish your customer will assume as you move throughout the call. Sales is emotional, we all know this yet so many people show up and just go through the motions. If you aren’t excited, how will your customer ever get excited?
*Identify what the customer’s goals and expectations are. We cover the top 5 reasons why people buy from you in other HVAC Sales and Service Training videos.
*Silent your phone!!
*Provide options that cover everything that you have talked about throughout your visit that WILL truly have a positive impact on THEIR quality of life and not just your pocket book.
The key to getting people to like you, trust you and ultimately to do business with you is simply to be the type of person that other people want to be around. Some people have the ability to brighten up a room when they walk in, yet with other people the room gets brighter after they leave. Don’t be the latter.
There is so much powerful HVAC Sales and Service Training material in this one video that I am going to request that you watch it at least once a day for the next week.
If you have any questions related to any of this information or need some additional clarification, please feel free to reach out to us at any time!
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Thanks for tuning in!