Customer Objections
What is the best way to combat an objection?
With a question!
Why is it important that we all are using Nexstar and following the same process?
What kind of questions should we ask customers?
Open- Ended Questions!
What visual aid should you bring to every customer's door as soon as you arrive?
How do you call out of work?
Group text with direct manager, Operations Manager, and Burni (dispatch supervisor)
How do you show confidence in the prices we offer?
What do you say when the customer thinks the price is too high?
Build value
Never show prices at a discount- always go in at full book and offer discounts as little cookies
Ask the question- "High compared to what?"
What are the 3 critical questions?
How long have you lived in the home?
Is that when you purchased the home?
How long do you plan on living in the home?
Why do we offer straightforward pricing and not charge by the hour?
The customer is not paying depending on the technician's time on the job, level of experience, etc. We can be fair to every customer.
How do we prepare for a call?
Both physically (right tools, supplies, and materials) and mentally (what is my state, how am I responsible).
What do you do when you cannot close a call at $89?
Call your manager at the table on speaker with the customer?
NOT IN YOUR TRUCK DRIVING AWAY.
How do you push urgency for a customer when there is pushback?
Create a scenario! Have the customer imagine the worst possible scenario, and walk through what that looks like.
Cost of waiting.
What are the three main intentions of a technician, and what intention do we always want to be and why?
Fix
Sell
Help
We always want to help the customer, focus on them as the customer which usually leads to a high average ticket.
How do we demonstrate empathy and show we care?
Shoe covers, floor protection, clean up, asking permission to enter, listening to the customer, comfort and using words like "I understand" and offering solutions.
What are the 6 steps of the Service System Process?
Prepare
Greet
Explore
Present
Execture
Wrap-Up
What time should you be arriving at your FIRST call at? What if you need to pick up parts, what do you do?
8AM
If you need to pick up parts, you need to be at the shop for 7:30-7:40AM the latest, and head right out to your first job. Parts should be picked up first thing in the morning. Check your messages for parts notifications that go out at the end of each day.
Roleplay the objection- "I need to discuss with my wife"
Can we get her on the phone?
Can we schedule a time to come back and go over my findings when both decision makers are home?
What are the 4 Service Technician Roles, or "hats"
Technical
Safety
Consultant
Revenue Producer
When do we ask for a review? What is our overall goal for every call and overall take rate?
At the beginning of the call in the Greet step and at the end of the call in the Wrap-Up step.
5-Star customer experience and a 25% take rate.
Have one team member role play the Greet Step, using the agenda card
Truck parked
Permission to enter
Shoe covers
Establish connection/concern
Agenda
5 Star Expectation
Do we set a lead if the customer wants to perform repairs, especially repairs over $500?
NO. stop immediately. Customer needs to make a decision to repair or replace. There is NO urgency to replace a working system.
What is the failed heat exchanger procedure? What do we do when a customer has an objection that they are not confident in our findings?
Get manager verification when on site, or set up a tech to go out for a second opinion!
STOP immediately, get a manager on the phone, and set up a second visit. Do not set a lead.
What are the 5 steps of the value wheel- the five questions that a customer must answer internally before making a purchasing decision?
Right Time
Right Technician "You"
Right Company
Right Options
Right Price
Why is a first impression so important? How do we make a positive first impression?
93% of our communication on the call is non-verbal!
Customers make a first impression in the first few seconds which can impact their buying decision.
Eye contact, smile, positive attitude, posture, clean appearance, clean truck.
Have one team member role-play the Explore step, asking the three critical questions!
Start at the TSTAT or main problem, ask the three critical questions, ask about the partial then the system as a whole.
Why is it important to communicate with dispatch throughout the day? What kind of updates should we be providing?