Kipp
Member
People will only say no to your add on services for 3 reasons
1. You didn't even offer it
2. Their perceived value of the service did not exceed the price
3. They simply don't have the funds
It would be a safe assumption that most business owners are either trying to get their business off the ground or trying to grow their business to the next level.
The easiest way for a business to grow is to increase their sales on business they already have ... vs. finding new business.
Whether you are a single operator or a multi truck operation the point of contact with the customer is the most important revenue position in the business. It is important that you or the tech has the correct mindset when entering the home.
Here is a belief and a behavior you need to accept and act on.
Belief - Every customer will buy 100% of my add on services 100% of the time
Behavior - I will present 100% of my add on services 100% of the time
If your immediate reaction to those statements is negative, if you are already thinking of ways that that can't possibly be true, then I can tell you that you are your own worst enemy.
The fact is 100% of customers WILL buy 100% of your add on services, think about it if you offered all your add on services for $1 would they not buy them? Sure they would. Would you offer your services at that price? No, but that doesn't change the fact that the statement is true.
Let's go back and look at the three reasons a customer wouldn't buy
1. You didn't even offer the service - I would venture to bet that if you simply starting offering your services every time you would raise your ticket. If you are pre-judging what your customer will or will not want you are short changing yourself and guarantee you are costing yourself money. Be careful though if you go into a customers house and vomit your services all over them right out of the gate, this could not only cost you any add on sale at all, but also cost you repeat and referral business.
You also must be aware of the right time and place throughout your job to present your services...upsells should occur throughout the entire job, for work the same day and possible future work as well.
2. Their perceived value did not exceed the price - This is the area your will need to work on the most. Understand that there is a price at which every customer will buy.
So if you simply walk in a house and offer every service you have they will buy the services that in their mind have more value than the price your are charging. The problem is that most customers are not very educated in what your services can do for them, and they may have had negative experiences in the past that have created a belief and there for low perceived value of the service.
Your job is to raise that perceived value, as soon as you raise it higher than the price the customer will buy. You must become a master of presenting the features and benefits of your services to your customer.
In order for your presentation to have the maximum impact on the customer (increase perceived value to highest point possible) you should first take the time to understand your customers circumstances. I personally would present my services differently depending on if the customer was moving in, moving out, or had lived their for 20 years, pets, kids, etc etc. Different things are going to be important to the customer in each of those circumstances so shouldn't your presentation be directed towards whats important to the customers wants and needs?
The last reason people won't but 3. They simply don't have the money ... this is the only objection of the three that is actually a "real" objection. However I can tell you this even the customers that may use number 3 as an excuse if you approach 1 & 2 correctly most of them will turn out to buyers and only using number 3 as an excuse.
I have often compared sales to professional sports; the average time a first string football player spends on the field is about 30 minutes. Yet think about the thousands of hours that player spends preparing for those 30 minutes.
Those first 15 minutes with the customer are primetime...it's game on. The question is how prepared are you or your techs for that moment of truth?
1. You didn't even offer it
2. Their perceived value of the service did not exceed the price
3. They simply don't have the funds
It would be a safe assumption that most business owners are either trying to get their business off the ground or trying to grow their business to the next level.
The easiest way for a business to grow is to increase their sales on business they already have ... vs. finding new business.
Whether you are a single operator or a multi truck operation the point of contact with the customer is the most important revenue position in the business. It is important that you or the tech has the correct mindset when entering the home.
Here is a belief and a behavior you need to accept and act on.
Belief - Every customer will buy 100% of my add on services 100% of the time
Behavior - I will present 100% of my add on services 100% of the time
If your immediate reaction to those statements is negative, if you are already thinking of ways that that can't possibly be true, then I can tell you that you are your own worst enemy.
The fact is 100% of customers WILL buy 100% of your add on services, think about it if you offered all your add on services for $1 would they not buy them? Sure they would. Would you offer your services at that price? No, but that doesn't change the fact that the statement is true.
Let's go back and look at the three reasons a customer wouldn't buy
1. You didn't even offer the service - I would venture to bet that if you simply starting offering your services every time you would raise your ticket. If you are pre-judging what your customer will or will not want you are short changing yourself and guarantee you are costing yourself money. Be careful though if you go into a customers house and vomit your services all over them right out of the gate, this could not only cost you any add on sale at all, but also cost you repeat and referral business.
You also must be aware of the right time and place throughout your job to present your services...upsells should occur throughout the entire job, for work the same day and possible future work as well.
2. Their perceived value did not exceed the price - This is the area your will need to work on the most. Understand that there is a price at which every customer will buy.
So if you simply walk in a house and offer every service you have they will buy the services that in their mind have more value than the price your are charging. The problem is that most customers are not very educated in what your services can do for them, and they may have had negative experiences in the past that have created a belief and there for low perceived value of the service.
Your job is to raise that perceived value, as soon as you raise it higher than the price the customer will buy. You must become a master of presenting the features and benefits of your services to your customer.
In order for your presentation to have the maximum impact on the customer (increase perceived value to highest point possible) you should first take the time to understand your customers circumstances. I personally would present my services differently depending on if the customer was moving in, moving out, or had lived their for 20 years, pets, kids, etc etc. Different things are going to be important to the customer in each of those circumstances so shouldn't your presentation be directed towards whats important to the customers wants and needs?
The last reason people won't but 3. They simply don't have the money ... this is the only objection of the three that is actually a "real" objection. However I can tell you this even the customers that may use number 3 as an excuse if you approach 1 & 2 correctly most of them will turn out to buyers and only using number 3 as an excuse.
I have often compared sales to professional sports; the average time a first string football player spends on the field is about 30 minutes. Yet think about the thousands of hours that player spends preparing for those 30 minutes.
Those first 15 minutes with the customer are primetime...it's game on. The question is how prepared are you or your techs for that moment of truth?
