One of your technicians has just made a recommendation on a critical piece of equipment. It is old, parts are hard to find and a failure will have catastrophic results. The customer hesitates and says something like, “Leave it with me and let me think about it.” Underlying this statement could be an objection. It is for times like these that it makes sense to help your technicians have the skills/tools ready to (or be prepared to) handle customer objections.
Blog Archives
Help Your Technicians Handle Customer Objections
Tagged with: bettering customer relationships, customer service consultant, customer service expert, handling customer hesitations, how to handle objections, Jim Baston, sales training for service technicians, service tech sales training, service tech training expert, service technician management, service technician training programs, teach technicians to handle objections
Posted in how to teach service technicians to sell to customers, Management, Sales, Service, Service Tech Training
Posted in how to teach service technicians to sell to customers, Management, Sales, Service, Service Tech Training
Is it Time to Stop Paying Technicians for Leads?
I recently read Daniel Pink’s book, and found that the conclusions from the book are directly relevant for those managers who are looking for ways to encourage their technicians to proactively promote their products and services. These conclusions made me question, “Is it time to stop paying technicians for leads?”
Extrinsic vs. Intrinsic Rewards
Tagged with: are intrinsic rewards better than extrinsic?, bettering customer relationships, customer service technician training programs, Daniel Pink's Drive, employee incentives, how to encourage sales, increase sales with incentives, intrinsic vs extrinsic rewards, Jim Baston, Proactive Service® workshops, service manager coaching training, service tech sales training, service technician sales training, service technician training programs, technician sales training world-wide
Posted in Customer Service, how to teach service technicians to sell to customers, Management, Sales, Service Tech Training
Posted in Customer Service, how to teach service technicians to sell to customers, Management, Sales, Service Tech Training
The One Question Every Field Service Technician Should Ask
What is a simple question that delivers exceptional service and generates profitable revenue? It’s the one question that every field service technician should ask. So, why isn’t every field service technician asking it?
In our workshops, we discuss the value that field service professionals provide by bringing opportunities to our customers’ attention that can help them operate their facilities/processes more effectively. One way to uncover these opportunities is to ask this question, “Is there anything else that I can help you with today?”
Tagged with: bettering customer relationships, customer service consultant, customer service tech training, how to improve customer satisfaction, how to increase customer service satisfaction, how to provide excellent customer service, service tech training expert, service technician training programs, teach technicians to upsell, teaching service technicians to sell, the one question every service technician should ask
Posted in Business, Customer Service, how to teach service technicians to sell to customers, Management, Sales, Service, Service Tech Training
Posted in Business, Customer Service, how to teach service technicians to sell to customers, Management, Sales, Service, Service Tech Training
Do You Tell Your Customers?
Your field service team can add tremendous value to your service relationships when they recommend products and services that you can provide that will help your customers be better off. They are in a unique position to do this; they have the knowledge of the technology, an inside understanding of your customer’s current processes and equipment and, hopefully an appreciation of your customer’s goals and objectives. They also have proximity to the customer. The question is however, if you engage your technicians in promoting your services, do you tell your customers?
Tagged with: bettering customer relationships, customer service consultant, customer service expert, customer service for service technicians, do you tell your customers that your service technicians can sell to them?, how to improve customer service, how to increase sales through service technicians, how to provide excellent customer service, how to teach field service technicians to sell, Jim Baston, Proactive Service®, teaching service technicians how to sell, transforming the customer experience
Posted in Business, Customer Service, Education, how to teach service technicians to sell to customers, Sales, Service Tech Training
Posted in Business, Customer Service, Education, how to teach service technicians to sell to customers, Sales, Service Tech Training
Are There Parallels Between How we Manage Food Budgets and Training Investments?
The Food and Agriculture Organization of the United Nations estimates that roughly 30% of all food produced worldwide is lost or wasted, along with all of the resources (water, fuel, fertilizers, etc.) necessary to get that food to consumers.[1] The statistic brought to mind a compelling advertisement I saw a couple of years ago and got me wondering if we can draw parallels between how we manage food budgets and training investments.
Tagged with: customer service technician training programs, Don't waste your training investments, follow up on training investments, investing in training programs, Jim Baston, Jim Baston service technician training expert, service tech training expert, service technician training, service technician training programs, service technician training programs north america, service technician training programs ontario, treat training as an investment
Posted in Business, Consulting Services, Education, Management, Service Tech Training
Posted in Business, Consulting Services, Education, Management, Service Tech Training
