Agenda
What step in the Service System is the Agenda set?
What is the Greet step
What responses will you get with closed ended questions?
Yes/No. 1-2 word answers.
What do we offer to all clients in order to provide fair pricing?
What is Flat rate pricing.
How many options should ideally be left (per your trade)?
What is HVAC = 3 (ABC) / Plumbing = 4-6
The critical action of confidently answering questions, concerns and objections is during what step of the Service System Process?
What is the Present step.
What is the visual aid?
The Agenda card
Opposite of Yes/No Questions.
What is Open Ended?
Which # do you present first when ballparking?
What is the Highest
What do you do while the client is reviewing their options?
What is Zip it / stay slient.
Name 3 value points of our company
What are Upfront pricing, fully stocked trucks, techs - trained & background checks, Over 2,500+ Google Reviews, Satisfaction guarantee, Same day work, Operate with Integrity, Financing options. *Others applicable with detailed reasoning.
The clients expectation for our visit/experience.
What is 5 star
What must you do once the question is asked?
What is listen to understand.
In order to effectively ballpark, what must you know?
What is the pricebook.
For any option you explain, always link it to...
What is client's words / conversation.
What does the Value Wheel (Objection Wheel) consist of (5)
Right Company, Tech, Solution, Time & Price
What are you ensuring by setting the Agenda?
What are clear expectations / no surprises / deflate balloon
Name the 2 types of questions you focus on asking the client.
Lifestyle and Symptom.
When do you offer Price transparency?
When client asks or during/end of system evaluation.
What word should you use rather than price or cost?
What is Investment.
Name 2 tactics you can use to help the client better understand the issue with their home/system.
Draw pictures, Show them-Side by side, Tell a story
Display setting the Agenda via Roleplay
Hit all 6 points on Agenda card
Provide 3 questions that can be asked on every call?
What is 3 applicable questions.
Ex:
How long have you lived in the home?
What short/long term projects do you have in mind?
When's the last time you've had this system serviced/cleaned?
Name 1 Pricebook task and ballpark price associated in correct order.
Verify. Must be given in order of highest-lowest.
What happens between building your options and presenting them?
Reconnecting with the client.
The quality of understanding and caring about another person’s point of view, experiences, emotions and interests.
What is empathy