Customer Relations
Now read the top option to them and then say,
Tech: If you choose this option, it is $950, but I do have
all these other options. Now show them the menu sheet
and let them hold it.
Then ask what they would like to do.
• No more presenting allowed
• Shut your mouth and wait
• Do not rescue them from their anxiety
• Embrace your own anxiety
• They will talk to themselves
• They will ask questions of themselves and feel
pressure
• This is their problem not yours
• Do not take ownership of their problem
When they ask a question about the difference between
the options answer the why not the what by saying this.
Tech: Mrs. Jones, that’s a good question and I hear that
a lot. The bottom option is why I am here. It takes care
of my initial concern. As you go up the menu, you will
gain more reliability; If you pick the top option, it is like
you don’t want this thing to break again for a long time.
Where do you feel like you fit most comfortably? ICM
The Service Call Blueprint-Field Tested Strategies for
Higher Revenue can be found on Amazon.com. https://
www.amazon.com/Service-Call-Blueprint-Strategies-
Revenue/dp/1546381937
It is a work book and has big print and is easy to read.
It goes into much more detail than have space to cover
in a short article.
Other resources:
A Day In The Life of a Technician
https://app.webinarjam.net/register/26169/843d8cbd04
A 15:00 minute live recorded presentation where a technician
sold a top option.
The Service Call Blueprint Webinar
https://app.webinarjam.net/register/26169/99b51320f0
If you would like a complimentary coaching session here
is a link to my online calendar.
http://meetme.so/RogerDaviston
14 ICM/September/October 2017