Power of Words
What are the three elements of Mehrabian's communication model?
Words, Tone of Voice and Body Language
What is the biggest difference between diagnosing and discovering?
Something like: "Diagnosing focuses on identifying what's wrong. Discovering focuses on asking questions to understand the homeowner's experience, concerns, needs, and goals."
On average, how many times should you follow up?
Anywhere between 4-7 times
A technician finds a deteriorating electrical component.
Which presentation builds more value?
A. "This part is going bad. You should replace it."
B. "This part is $300 to replace."
C. "I noticed this component is showing signs of deterioration. If it continues to worsen, it could affect system operation. Replacing it now can help maintain reliable operation."
D. "I would recommend replacing this because it's better to be safe than sorry."
C. "I noticed this component is showing signs of deterioration. If it continues to worsen, it could affect system operation. Replacing it now can help maintain reliable operation."
What has 13 hearts but no other organs?
A deck of cards
What drives a customer's buying decisions more strongly: logic or emotion?
Emotion. Logic often helps justify the decision afterward
How long is the "Power Pause?"
3 Seconds
When should your very first follow up be?
Same Day:
Send a message shortly after leaving.
Example:
“Hey John, this is Charlotte with ACTexas. It was great meeting you today. I know you wanted some time to think about the AC replacement. I sent over the options we discussed. If you have any additional questions about the differences between them, I’m happy to walk through them again.”
Why does a customer push back on price?
They don't understand why the repair is needed.
They don't understand what the repair accomplishes.
They weren't expecting to spend money today.
They don't trust the recommendation yet.
They have a limited budget.
They want to compare prices with another company.
They don't see the issue as urgent.
The more you take, the more you leave behind. What are they?
Footsteps
A technician tells a homeowner, "Your capacitor is weak, and you should probably replace it." How could you reword this statement to create more value and emotional connection?
Something like: "Your capacitor is showing signs of weakening. Addressing it now can help reduce the risk of an unexpected breakdown and help keep your system operating reliably."
What type of question encourages a customer to explain their experience instead of giving a one-word answer?
An open-ended question
What's wrong with the following?
“What do you want to do?”
When following up, give them options:
Easy choices = easier responses.
“Would you like to move forward with the repair or look at replacement options?
A homeowner says, "I just want the cheapest option."
What is the BEST response?
A. Immediately offer the cheapest repair.
B. Explain why the most expensive option is best.
C. Ask what matters most to them when making a decision, then explain the available options and the value of each.
D. Tell them cheap repairs usually don't last.
C. Ask what matters most to them when making a decision, then explain the available options and the value of each.
A man shaves several times a day but still has a beard. Who is he?
A barber
What are three examples of persuasive power words a technician could use when explaining an issue to a homeowner?
Protect, prevent, improve, ensure, comfort, save, peace of mind, or safety.
A homeowner says their upstairs is always warmer than downstairs. What's a good follow-up question?
Something like: "How long has that been happening?" or "How does that affect your comfort?"
After multiple attempts, what is the very last follow up step?
The breakup message
What is the danger of giving a price before explaining the value of a solution?
Something like: The customer may judge the recommendation solely on cost without understanding what it provides.
What can travel around the world while staying in one corner?
A postage stamp
According to Mehrabian's communication model, what percentage of communication is attributed to body language?
55%.
What is "The $15,000 Question?"
"What were you doing when you first noticed it?"
What are the four rules of a great follow up?
Make it personal
Give them a reason to respond
Ask a simple questions
Follow up with value (photo, warranty detail, financing options, etc)
Which is the correct order of the 4 Step Value Method?
A. The impact, the finding, the price, the benefit of the solution.
B. The finding, the impact, the benefit of the solution, the price.
C. The benefit of the solution, the finding, the impact, the price.
D. The finding, the benefit of the solution, the price, the impact.
B. the finding → the impact → the benefit of the solution → the price
What comes once in a minute, twice in a moment, but never in a thousand years?
The letter M