One of the most important parts of educating customers and involving them happily in a purchase decision is the process of asking questions. We lead the selling process by asking questions. The better a service/maintenance technician understands and internalizes the questions, the more likely a customer is to engage and become involved with the purchase decision making it easier to make a sale on any given product. Many would say asking and leading the sales process through questioning technique is the key to making objections disappear, and we do this by learning about the customers value chain (what the client wants, needs, desires and is willing to pay for). We dive head first into questioning technique – how to ask questions, when, and what questions so we can role play and use our skills to define what products may fit this customer, and providing an exceptional WOW experience.
Oftentimes our technicians dislike the very idea they are actually selling in any way. For that reason, we prefer to discuss the simple ideas -- we are not really forcibly "selling," but instead educating clients on issues they may have or face, and we do this by asking questions. All too often our customers do not know what they do not know. The only effective means we have as a business is to train our service professionals on how to ask questions to identify potential issues such as comfort, sound issues, humidity control, even temperature, energy savings or lack of it, and air quality problems such as allergies. So the start of that process is to understand how to ask a question, and what types of questions to ask, and then focus on the second phase, which is what questions and how to follow a path to education. Learn how questions work for the technician, the client and the company so we have a win-win-win scenario and we're not just "selling." Remember, selling is not telling. It is educating a client and solving their problems.
Run Time: 22:56
Learn and internalize the key questions in technician selling in order to master them to improve the sales process. We utilize a role play format to work through not only the questions, but the listening skills behind the questions. Add questions to your own company list, and work to improve by practicing each question.
Run Time: 47:14