Owners, service managers, and technicians are always asking me how to get the best results out of their service and maintenance calls. They typically mean revenue performance, thinking there is some sales technique or secret, and they are shocked when they learn that the key to the best results is to act with intention and intensity and execute an educational and engaging process while delivering a value-adding experience.
When customers call your company, they do so with the sole purpose of getting good information to make a good decision. I have found that every technician sales training that has any agenda other than this is a futile attempt to make a buck. Many more dollars are earned when customers feel respected and empowered to make choices.