Service Sales Training
Firms in the service industry make significant investment and effort to provide technical skills training for their employees. Many companies train their staffs locally, some send them to manufacturers training classes, while others utilize trade organizations. Technical training is a priority. Trained technical staff help ensure a firms’ products are supported. It’s not an option, it’s a requirement. For many firms that’s the extent of training provided.Continue Reading
Selling Service Agreements should not be confused with Marketing Service Agreements. Almost every firm I’ve worked with over the years has the ability to sell service agreements. It’s not uncommon to find the only reason a firm provides service agreements is because clients ask for them. In these situations it’s clear these firms don’t actively market service agreements, they sell them when necessary. Continue Reading
More than ever system installers need to differentiate themselves from competition if they are to be successful. Not only do they need to be able to present the technical advantages of their products and systems, they also need to have a total solution. That total solution means a well thought out service agreement. A major component to their value proposition is the availability and quality of their service offerings. Owners and operators of buildings are looking to partner with firms that can create service agreements that are specific to their needs, not cookie cutter solutions.Continue Reading
The following entry was written in 2018. As of today, the worst-case scenario is not as hypothetical as it once seemed. For those firms that have increased their renewable revenue there may be a cushion should the economy change for the worse. For those that haven’t it’s never too late.
The economy is strong, construction cranes dot the landscape, and plans are in place for future expansion by businesses nationwide. Many firms are either planning to purchase new equipment or retrofit what’s in place. Times are good in the business community. Installers and contractors are hustling to get as much of this business as possible. For many firms the biggest challenge is staffing to support this activity. For those of us who have been around for awhile, we’ve seen it before. We want to believe this cycle will last forever. We know it won’t. It’s just a matter of time before things slow down, or worse come to a halt.
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More than ever life safety system installers need to differentiate themselves from competition if they are to be successful. Not only do they need to be able to present the technical advantages of their systems, they also need to have a total solution.
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Let’s assume all service sales marketing programs begin with well thought out strategies and goals. We’ll also assume detailed plans have been developed to map out the tactics, tools, and resources required to launch the strategy, and meetings have been held to introduce and discuss the plan with all parties involved.
Most Life Safety companies know service is their most profitable business. The majority understand selling service agreements is the best way to capture this renewable, high margin revenue and build the value of their company. Many believe they are doing a great job growing this business. For almost all the only measuring stick is comparing results to previous years. Far too many continue doing the same things they’ve done year after year. For those that have adapted their business model, the results have been dramatic. For those that haven’t, the opportunity is there for the taking.
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Whether you call it a service contract, maintenance agreement, or other terminology the document you present to your prospect needs to look good. It also needs to contain easy to find information for all parties reviewing it.
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Having worked with over two hundred life safety firms I’ve developed classifications regarding their success growing service revenue. A special emphasis is given to renewable revenue – service contracts. I’ve listed the number of firms in parenthesis that fit into each category.
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I’ve interviewed, hired, or trained well over five thousand Service Sales Representatives. I’ve had the opportunity to work with people whose sales skills and results were at the top of the industries they served. I’ve I’ve been on thousands of sales calls mentoring new Service Sales people and worked with seasoned veterans pursuing major deals. Their personalities were wide ranging, but their skill sets were very similar. I’ve also worked with struggling Service Sales people who didn’t succeed and moved on to other careers. In short, I’ve probably been involved with more dedicated Service Sales people than anyone else on the planet over my long career.
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Perfect for all personnel involved in service sales, this book describes the keys to success for selling service on technology-based products and systems. Anyone indirectly involved in service sales such as technicians, engineers, administrative assistants and others who work with customers will also find the book beneficial.
Readers will learn the unique skills and methodology required to be successful from the industry expert.
