Some people are afraid that recommending and quoting “add-on tasks” will either make the price too high or make you seem like you’re just trying to sell something extra to make a buck. Others feel that, when they’ve already spent money on repairs, they will be unwilling to spend any more. My experience has shown that this is not true.
There are several really cool things about finding additional tasks to do.
The key is to make customers feel that you’re charging them the least amount of money possible and that you’re doing everything in your power to give them a good deal, which is a very important aspect of avoiding the price objection in the first place.
You’ll find that when you explain to the customer that the more you do while you’re there, the cheaper everything gets, they will, at a bare minimum, appreciate your taking the extra steps to try to save them money, even if they don’t go for any add-ons.
I’ve concluded conversations on what needs to be done and the pricing structure with, “So, if you’ve got the money, having me do all this now is the cheapest way to go.”
You don’t sell add-ons based on how much “extra” they cost. You sell add-ons based on the savings!
Remember, your additional recommendations must be legitimate. Don’t start bringing up add-on tasks just to add them on. When I run calls, I usually find that, although I am normally called out to do one specific thing, there are usually three or four more things that need to be done.
When I tell people this, I’m often asked, “What if there are no add-on tasks?” Really? Is the equipment clean? How do the blower wheel and indoor coil look? (Most of the time, you can get a good look at the indoor coil after pulling the blower out of the way.) How does the thermocouple or hot surface ignitor look? Are there any components that are working now but seem likely to fail in the near future? Is the ductwork adequately sized? Is the ductwork leaky or dirty? Are there enough air returns? How about humidification and air filtration? Could any of these areas be improved?
Quote these products and services more often and you’ll definitely sell more of them.
If you never quote them, you’ll never sell them.
Greer is the owner of HVAC Profit Boosters, Inc., and the instructor of the “Sales Survival School,” in Ft. Myers, FL. He also does weeklong training sessions, actually running sales and service calls all across the country, demonstrating his techniques in the field. For more information, visit his website at www.hvacprofitboosters.com or call 800-963-4822.
Upcoming Dates For Charlie Greer’s “Survival School”:
March 5-8, 2002
April 16-19, 2002
Publication date: 02/18/2002