Arrival/Convince Me
The first commitment.
What inspired the customer to call us today?
Explore
Have you had maintenance done before? or Have you ever used another company before?
Referral or Advertisement
What made the customer decide to give your company a try?
Grim reaper step.
What step are you doing when you say you don't like what you're seeing?
What solution should you start with when you present to the customer?
A question that be asked to create urgency.
How long has this problem been going on?
The Enemy
Who was the other company?
Referral
Who was it that referred us?
"Don't worry, I found some solutions for you."
What statement should follow the grim reaper step?
Repairs, services, and warranties.
What should be explained when presenting your top solution to the customer?
Decision
Why is now the day that you decided after waiting so long?
The other company.
Who should you stick up for?
Said you were a company I should try.
What did they say about us?
Neglect and how it plays in bad conditions.
What should you explain to the customer about system faults?
Hand the customer your tablet.
What should you do after presenting your top option to the customer?
Contrary question.
You're not looking to get this done today are you?
Off the record, what happened?
The referral was probably exaggerating.
What else did the customer say about our company?
The top solution.
What should you take off the table when the customer seems to be worried about money?
Ask them to guess the price.
What do you think this cost?
Second commitment.
Again, what are you looking to accomplish on this call today?
The manager.
Who should you ask if the customer spoke with?
You appreciate the kind words and will thank the referral.
What should you say to the customer when they confirm the referral spoke highly of the company?
Don't shoot the messenger.
What should be said when a customer doesn't like the diagnosis you give them?
What should we do?
When the customer is finished looking over all of your solutions what should you ask them?