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Selling Service Contracts
Selling Service Contracts
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Fix The Customer as Well as The Equipment
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Objective
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Increase the ability of attendees to meet their clients’ expectations and sell service contracts.
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Course Synopsis
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A method of meeting customer expectations is introduced and developed. In a workshop, each service person/technician learns to recognize customer buying styles and how to utilize the method. Each service person then makes an appointment telephone call and two recorded on-site service calls. The calls, designed by Sales Concepts and the attendees’ service managers exemplify real situations. During the first call, the attendees must calm an irate customer or handle a difficult situation. On the second call, they evaluate customer needs, sell a service contract, and close. Feedback is given to the attendee after each call provides ideas for improving his or her service contacts with clients.
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Topics Covered
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| Customer Buying Styles |
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Understand and meet your customer’s expectations. |
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| Reducing Risks |
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Understand how decisions are made from a customer’s perspective and how the customer perceives risks. |
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| Reducing Conflicts |
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Understand and negotiate solutions that meet the customer’s needs based on what your company can profitably provide. |
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| Working With Irate Customers |
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Proven methods are examined that help you work with upset customers. |
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| Asking Questions |
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Identify and understand customer needs. |
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| Listening |
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Improve your listening skills. We all need help in this area. |
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| Features, Advantages and Benefits |
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Assess them from the customer’s perspective. |
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| Closing |
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Selling contracts. |
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Program Length
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2 days of Experiential Training |
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Class Size
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Minimum of 8 and maximum of 24 participants. Student to Instructor Ratio = 4 to 1 |
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Structure
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| Theory |
11.0 hours
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| Interactive Workshops |
1.5 hours
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| Sales Call Simulation |
4.0 hours
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| Personal Feedback |
2.0 hours
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18.5 hours
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Course Agenda
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First Day
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8:00
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9:00
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Introduction |
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9:00
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10:00
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Servicing Customers – The Right Way |
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10:00
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10:15
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Break |
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10:00
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11:15
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Customer Buying Styles |
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11:15
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12:00
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Recognize and Apply Styles in Person |
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12:00
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1:00
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Lunch |
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1:00
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1:45
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Recognize Styles via Telephone |
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1:45
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2:45
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Handle The Irate Via the Telephone |
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2:45
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3:45
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Reduce Conflict |
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3:45
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4:45
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Reduce Customer Risks Using Customer Buying Styles |
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4:45
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5:30
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Asking Questions |
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5:30
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6:15
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Aspirations |
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Second Day
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8:00
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8:30
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Review |
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8:30
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9:00
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Appointment Phone Call (Recorded) |
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9:00
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11:00
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Service the Customer – First Tailored On-Site Call (Recorded) |
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11:00
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12:00
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Feedback – Servicing the Customer |
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12:00
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12:45
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Lunch |
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12:45
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1:45
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Features, Advantages, Benefits |
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1:45
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2:15
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Listen |
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2:15
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2:45
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Close – How to Sell Contracts |
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2:45
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5:00
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Service the Customer by Offering Solutions– Second Tailored On-Site Call (Recorded) |
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5:00
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6:00
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Feedback – Service the Customer by Offering Solutions |
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6:00
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6:15
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Presentation of The Best Service Call Award |
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Register Now!
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