SERVICE TECHNICIAN ROLES
What is the difference between ordinary and extraordinary mindset?
Ordinary people blame circumstances; extraordinary people take responsibility
What are customers looking for during their experience?
Trust, clarity, and value
What is the first step in the 6-step service process?
Prepare
Name two nonverbal behaviors that build trust during the Greet step.
Smile and eye contact
Why is it critical to ask open-ended questions?
To uncover customer concerns and needs
What is the purpose of the color code system?
To understand personalities and improve communication
Name one reason customers may hesitate to move forward.
Uncertainty about cost or outcomes
What is the purpose of the "Greet" step?
To build trust and make a positive first impression
What is the purpose of the visual agenda?
To clearly outline the service steps for the customer
What does it mean to engage with a customer?
Actively involve them in conversation and discovery
What core motive drives a Red personality?
Power and results
What is the Objection Wheel used for?
To identify and address customer concerns
What does the "Explore" step involve?
Diagnosing the issue and understanding the customer's needs
Give one example of a good expert question to ask.
“Have there been other plumbing issues recently?”
What should be included in your findings summary?
All issues found and notes in the customer’s words
Which personality type is most motivated by peace?
White
What is one objection a technician might hear?
“It’s too expensive” or “I need to think about it”
What is the main goal of the "Present" step?
Offer clear options and guide the customer to a decision
What should you do if a customer has never used your company before?
Welcome them, introduce the company, and build confidence
Why should price transparency be offered?
To build trust and avoid surprises
Describe one way a technician can demonstrate empathy.
By listening carefully and respecting the customer’s home
Why is it important to love your numbers?
It helps you understand performance and improve results
Why is following a consistent process beneficial?
It ensures high-quality service and fewer mistakes
Why are first impressions so important?
They set the tone and influence trust and rapport
What does "prescription without diagnosis is malpractice" mean?
You must understand the problem before offering solutions