Selling Service Contracts

Fix The Customer as Well as The Equipment

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Objective

Increase the ability of attendees to meet their clients’ expectations and sell service contracts.

Course Synopsis

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 given to the attendee after each call provides ideas for improving his or her service contacts with clients.

Topics Covered
Customer Buying Styles
Understand and meet your customer’s expectations.
Reducing Risks
Understand how decisions are made from a customer’s perspective and how the customer perceives risks.
Reducing Conflicts
Understand and negotiate solutions that meet the customer’s needs based on what your company can profitably provide.
Working With Irate Customers
Proven methods are examined that help you work with upset customers.
Asking Questions
Identify and understand customer needs.
Listening
Improve your listening skills. We all need help in this area.
Features, Advantages and Benefits
Assess them from the customer’s perspective.
Closing
Selling contracts.
Program Length
2 days of Experiential Training
Class Size
Minimum of 8 and maximum of 24 participants. Student to Instructor Ratio = 4 to 1
Structure
Theory
11.0 hours
Interactive Workshops
1.5 hours
Sales Call Simulation
4.0 hours
Personal Feedback
2.0 hours

Total Instruction:

18.5 hours
Course Agenda
First Day

8:00
9:00
Introduction
9:00
10:00
Servicing Customers – The Right Way
10:00
10:15
Break
10:00
11:15
Customer Buying Styles
11:15
12:00
Recognize and Apply Styles in Person
12:00
1:00
Lunch
1:00
1:45
Recognize Styles via Telephone
1:45
2:45
Working With Irate Customers
2:45
3:45
How to Reduce Conflict
3:45
4:45
How to Understand and Reduce Customer Risks
4:45
5:30
Asking Questions
5:30
6:15
Aspirations
Second Day

8:00
8:30
Review of First Day
8:30
9:00
Appointment Phone Call (recorded)
9:00
11:15
Service the Customer – First Tailored On-Site Call (recorded)
11:15
12:00
Feedback – Servicing the Customer
12:00
1:00
Lunch
1:00
1:45
Features, Advantages, Benefits
1:45
2:15
Listening
2:15
2:45
Closing – How to Sell Contracts
2:45
4:45
Service the Customer by Offering Solutions– Second Tailored On-Site Call (recorded)
4:45
5:45
Feedback – Servicing the Customer by Offering Solutions
5:45
6:00
Presentation of The Best Service Call Award

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