Selling Service Contracts

Fix The Customer, as Well as The Equipment.

Fix The Customer as Well as The Equipment

Objective

Increase the ability of attendees to meet client 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 is given to the attendee after each call, providing ideas for improving client service contacts.

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	Handle The Irate Via the Telephone
	2:45	-	3:45	Reduce Conflict
	3:45	-	4:45	Reduce Customer Risks Using Customer Buying Styles
	4:45	-	5:30	Asking Questions
	5:30	-	6:15	Aspirations

Second Day


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

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