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.
