Turnover Plan A
What are the "Magic Words"?
"I want to replace" or "How much would it cost to replace?"
Before we install new parts for a repair, we need to get _________.
commitments to do the work
When does Lead Turnover Plan C occur?
End of the call
What is the name of the top option we provide to our clients?
Premium Plus
Service MVP is known for teaching us how to ask this question.
"What Should We Do?"
Contrary questions include the word: _______
Not
When someone chooses to repair, it's important to make sure we're ___________________.
Confirming the client's choice
Give an example of what it would sound like to confirm someone's interest?
“I mentioned a few times about the issues with the system. Would you say you’re never
going to update it and just pay more when you’re forced to into a critical situation when
you’re not expecting it?”
Give a great Magic Moment. (You can lose points if not done correctly!)
"_______, can I just say something...."Praise effort, share how you feel, give gratitude
If someone asks: "Are you able to get the work completed by Friday?" - How do we respond?
"If I said we could, what would happen then?
How do you want to do this, the ______ or _______ way.
Expensive or Economical
What does "QCM" stand for & who is it?
Quality Control Manager - Comfort Advisor(Sales)
After the work is completed & before we leave the client's home, what do we do?
Schedule next appointment. (Follow up, additional work, maintenance, etc. Do not leave the call without a clear future)
What comes after the Money Warning but before Objection Handling?
Presenting solutions
If someone has an unethical request or does not wish to follow the process, what do we do?
Stop/Continue
What kind of questions do we ask enthusiastic clients?
Neutral
What "news" comes first in sharing system observations.
Good News
What are the 4 outcomes to every call? Name them all correctly.
Yes, No, Reschedule, or Remove bid.
Go through the 6-Pack of Objections - Points deducted if not answered correctly!
(See Objection Handling Level 2)
Remove top option, Ask how they buy, Ask how their spouse buys, ask if you did a bad job, pick favorite one regardless of price, do you hate them all.
We never say we can't do something, we always focus on...
What we CAN do.
What are some of the Greatest Fears a service expert could share with a client? (Name at least 4 correctly)
Age, Neglect, Design, Installation, Problems, Efficiency, Obsolete parts, & Client relevance
When does Lead Turnover Plan B take place?
In the middle of the call when the client has chosen to fix rather than renovate.
What are the names of the 3 types of buyers?
Negative, Neutral, & Enthusiastic
What is the correct order of system observations? Points deducted if answered incorrectly
(Think back to when you made your options sheet!)
1.) Main Fault
2.) Safety & Health
3.) Design & Installation
4.) Age & Neglect
"Questions continue conversations, _________ end them."
statements