I DIDN’T COME HERE TO SELL, “BUT TO SERVE”

SALES

Smile and set the agenda• Knock on the front door, step back two paces,

and Smile when customer arrives.• State purpose of visit as you know it and ask if

that is correct? (should get a “yes”)• Give them a brief overview of what is going to

take place with this service call and ask if that is fair? (should get another “yes”)

• What is included in the agenda?

Smile and set the agenda (service/ repair call)• First we are going to look at the issue• I’ll probably ask some questions• I may need to get to other parts of the house• Hopefully it’s something simple• I’ll perform a thorough diagnosis and provide several

options for you to consider• We’ll meet at the kitchen table to review the options I

have put together• You can select the best option for you • I am prepared to do the work for you today

Smile and set the agenda(tune-up or PLAN inspection)• Ask about their knowledge of a tune-up or inspection and

how frequent they get one• Ask about any areas of concern• I’m going to start with _ _ _, then _ _ _, and I’ll probably

need to get in every room to check airflow supplies and the returns

• If I find anything that requires your attention I will come get you and show you the issue

• Finally we will meet back at the kitchen table and I will update you on you’re A/C system and tell you about any new products that are available

Ask…….a lot of questions• What’s going on with _ _ _ _?• When did you first notice it?• What were you doing when this happened?• Has this ever happened before?• How often?• How long have ya’ll lived here?• Any children or pets?

Listen….. No really listen• Look them in the eyes and pay attention• Don’t think for the customer• Don’t think about what you are going to say • Be interested in them• Ask clarifying questions• Take notes if necessary• Passing comments are very valuable

Educate them about _ _ _ _ _

• Explain in detail everything about the customer’s system, issue, etc. in both writing on the invoice/ options sheet and verbally

• Educate them on all the options they have available from simple repair to replacement

• You are not selling anything. You are educating the customer

• Tell them about all the latest and greatest gadgets that are available to them by sprinkling seeds

Select and Serve• After presenting all the options, ask the simple

question: “What are you thinking?”• Guide them through the options• Help in selecting the option• SERVE the customer

SMILEASKLISTENEDUCATESERVE

SERVE

Special• Make the customer feel special• Compliment them• Look them in the eyes• Compliment them• Block out any outside thoughts and issues and

concentrate 100% on the person you are with• Compliment them

Engage Them• Show them the reading on the Amp meter• Have them turn off the main water valve• Have them set the thermostat• Show them the jobsite and have them check

for leaks (plumbing)• Show them where their filters are located• Get them involved

Respect Them• Announce why you are putting on shoe covers• Ask permission to enter home• Ask permission to go to other parts of home• Please and Thank you• Yes and not Yea• Look them in the eyes• Be on time and have parts to do the job

Value Them• First and foremost this person is the sole reason

we are employed to do what we do. Without them there is no job for any of us.

• These are hard working human beings who most likely are having to spend money that they had not planned for or don’t even have.

• You are a guest in another person’s home and how you value them determines if you get to come back and they become a customer.

Enjoy Them• Smile and keep a bounce in your step• Work with a purpose and a smile• Make nice comments throughout your call• Keep the customer informed about everything• Point out all the good things you see• Use “I’m concerned” rather than “I

recommend” when pointing out an issue.• Fake it ‘till you make it!!!

SpecialEngage ThemRespect ThemValue ThemEnjoy ThemIt’s all about THEM