But this view may just be what is limiting performance and results. When we think of service as a distinct activity and look to “move our technicians towards the right” on our chart, we tend to see selling as an activity that is an “add on” to what our technicians are doing now (service) and not part of the service itself. This can result in a “while you’re there” perspective as in, “While you’re there, keep your eyes open for other things that we can sell to the customer.” It is this viewpoint that can limit the potential of our initiative and may even erode the relationship with the customer.
Blog Archives
Technician Sales Training – Inverse Relationship Between Trust and Technique
Training for technicians that is singularly focused on sales technique also fails to adequately take into account that success will also be dependent upon whether the technician sees this business development role as part of their responsibility. If technicians don’t recognize that the conversations with customers about how their services can help them is an integral part of the service they provide – as important as their ability to repair and maintain equipment – then they will be less likely to engage in this behaviour. In addition, if they focus on technique at the expense of building trust, they might be perceived as merely selling and lose the trust advantage they had in the first place.
4 Questions to Ask When Evaluating Technician “Sales” Training Programs
There is a considerable amount of debate over the role of technicians in promoting services. Below are my key beliefs about the role that service technicians play in your organization and 4 questions to ask when evaluating training programs that can help you ensure you get a higher ROI.
Tagged with: customer service expert, customer service tech training, customer service training expert, how to train service technicians, Jim Baston, service management training programs, technican training programs, technician sales training programs, technician training and selling
Posted in Business, Education, Management, Service Tech Training
Posted in Business, Education, Management, Service Tech Training
4 Questions about Business Development by your Service Technicians
Many of the technicians that I have met do not see their role as a salesperson. They tend to leave sales activities to the people with the expense accounts and fancy cars. What these technicians fail to see is that we are not asking them to sell at all. We are asking them to serve. By identifying and speaking with the customer about the actions that the customer can take that will help them improve operational performance, reduce costs, improve tenant satisfaction, etc. is a valuable part of the service.
5 Questions to Help you Evaluate How Proactive your Service Team Is
In our experience in working with service firms, many have found it helpful to use our ‘How Proactive is Your Service Team Checklist’ to regularly analyze their performance against key measures. It helps them focus on what matters most in an industry that is easily distracted by the demands of the day-to-day realities of the business. The complete Checklist consists of 15 key questions.
Tagged with: customer service expert California, customer service expert Canada, evaluate service team performance checklist, evaluation tool for service techs, Jim Baston, Proactive service team checklist, service team checklist, service technician checklist
Posted in Business, Consulting Services, Education, Management, Service
Posted in Business, Consulting Services, Education, Management, Service
