Selling disappears the moment you hand the customer a menu. It starts with the diagnostic. A full 360 of the home’s system surfaces what could fail and what could be safer. That becomes the options. Then the customer chooses what’s right for their investment, and your tech never has to pitch a thing.
@officialchadpetermanTranscript
Your technicians don't hate sales. They hate being labeled a salesperson. The fastest way to appear as a salesperson, as opposed to a trusted advisor, is to not give options. What do I mean by options? One of the KPIs here at Peter and Brothers is number of options offered per call. We want our technicians to offer six options to the customer. From the reason you called me out here, to all of the potential upgrades and system enhancements that you could make to this system, should you choose. Again, this is brought upon by a thorough diagnostic, what we call a 360 evaluation of the entire home's system. When we take a look at the entire home system, oftentimes we can find things that could potentially fail, areas where they could improve the health and safety of their home. All of these things add up to presenting customers with a menu of options so that you don't have to sell anything. You simply show the menu to the customer and allow them to choose. What if you went to a restaurant and there was only one thing on the menu. That seems pretty salesy to me. I've got to sell you on that one thing. When we present customers options, there is no more sales. It is simply curating a menu for them to choose what they would like to do with their investment.
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