What is a Sales Acronym anyway?
It’s a shortcut to remembering the key steps your Service Techs must follow to have a repeatable sales approach to running a service call.
Make no mistake. Great sales come from a great sales system. And the first thing about a great sales system is it must foster and promote an ethical sales culture at your shop.
Here’s a “30,000 ft. flyover” of the sales system I teach:
- Ask a few key questions like, “All things being equal, how long do you intend to live in your home?”
- Demonstrate you are listening to what the customer is saying by responding to them by either paraphrasing what they said when you repeat it back and/or writing down their replies so you can refer to it later in the process.
- Get permission to do a survey of the whole system so you can see the whole picture not just the current problem you are there to address.
- Present a menu of options starting with what must be addressed and what are smart things to consider to improve things like reliability, comfort and energy-savings [when applicable] too.
- Based on what the customer says yes to, write up a clear-legible easy [but legal] to sign off on invoice.
Note: If you’re already working digitally with laptops and tablets, there is
still this step to do to capture the customer sign off.
The goal is not to produce sales robots but rather a sales system that allows Service Techs to have a process that frees them up to interact with customers in a helpful way that benefits customer, company and themselves.
Once you have a sales system and steps to follow, it can become a lot to remember.
There are 5 key chapters to my Sales Power! system to remember. The more my clients practice it every week in class, in role-plays in their training centers and during ride-alongs the better the Service Techs get at mastering it.
But, it’s still a lot to remember and it’s easy for a Service Tech to get lost along the way as to where they are in the process. That’s when having a great sales acronym is so helpful.
Here are my basic steps for a repeatable customer-oriented experience:
Step One: Opening the Call
Step Two: Permission to do Survey
Step Three: Pricing the Job
Step Four: Presenting the Menu
Step Five: Writing the Invoice that Gets Signed
Remember, it’s not a replacement for the full Sales Power! process you have and the coaching you must do but as a quick start reminder it can become indispensable.
Here’s an example:
Sales Acronym following Sales Power! would be for me, Appleseed Business Plumbing, Heating and Cooling, might be:
A.P.P.L.E. which stands for:
A-Appear at the door and open the call the right way
P-Permission to do the Survey
P-Price the job
L-Lead with a menu of solutions
E-Execute the proper sign off on the invoice
Whatever sales system you have today at your company, a Sales Acronym will help your Service Techs always know where they are in the Sales Process and steps are less likely to missed that would compromise the customer-focused experience.