Service technicians are both indirectly and directly involved in sales. The simple fact a technician is a front line employee in direct contact with homeowners or business professionals on a daily basis makes them critical to any service business success. In this section we define each of the various skills needed to educate, influence, complete a sale, and effectively communicate with customers. We will break down all aspects of the technician selling process one skill at a time, highlighting each step in the process. We will explore the ideas around developing the very best service technician, giving them a skill development plan and the tools and training to execute the sales process, while at the same time delivering an exceptional brand experience to the customer. It is never an accident when a customer grants a five-star review and praises a technician for exceptional service. It is a result of talent, commitment, discipline, dedication, and proper technique. Learn about all aspects in this section and employ the principles to help your service technicians prosper, allowing your company to prosper.
In this video, we will learn about the principles for technicians to identify the emotions of the customer, and fix the client mindset before attacking the technical problem. Our brand experience depends on both fixing client mindset and technical issue well, but our technicians need to be focused on the client first. We explore options and techniques here to make the technician more effective at client relationships, which leads to more sales opportunities.
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This article describes the elements within the service technician sales process. Customers come in all shapes, sizes, personality profiles and mindsets, and our service technician must be equipped and trained to deal with all of them. In the digital age, we have no choice but to be exceptional at our customer experience and operational work in the home and with our clients or suffer a negative review and brand sabotage. We always speak about fixing the customer first and then the technical problem, and this has never been more true. In this area of content, we examine the steps in a service call process, but also the skills required for a technician to be exceptional. There are multitudes of training and support behind these concepts, so review these materials to get a sense for the repair versus replace process and how we can transact a service club agreement, if not sell a new replacement.
Learn about the FOCUS process here to discussing and communicating indoor air quality solutions to a customer. Many, if not all, companies want their service technicians to promote solutions when appropriate, so in this article Steve Mores walks us through a process proven to work well at leading a client through a proper diagnostic and discussion with no high pressure tactics. Utilize the incredible knowledge Steve has in bringing IAQ to the forefront of your company, and sell more at the same time.